MCP integrations allow AI Agents to do something that was, until now, reserved to humans: use tools. They let Hugo go beyond simply answering questions from training or documentation, and instead interact with real systems, fetch live data, and take action — just like a human agent would.

Hugo is a next-generation AI support agent, fully integrated with Crisp.

While conversational at its core, Hugo goes beyond answering questions. He understands customer intent and context to proactively guide users toward resolution — just like a human support agent.

Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.

By engaging proactively and providing concrete guidance, Hugo helps resolve issues faster and frees up your team to focus on complex cases.

Haven't met Hugo yet? Check out official resources

What are MCP Integrations

MCP (short for Model Context Protocol) servers can connect to nearly any service — including your own internal tools.

They expose tools that allow AI Agents to perform tasks that were, until now, only possible for human agents.

Use-cases of MCP servers

In practice, most support requests don’t require any particular reasoning, they require checking.

For example, a customer might ask: “Can you check my subscription status?”

A human agent would open their back-office, look up the customer, and reply.

This is often a very simple task in itself, but time-consuming for both your users and your team when put in perspective.

With MCP integrations, Hugo can do now directly handle that for you and:

1. Call a tool connected to your internal system
2. Fetch the real subscription data
3. Respond with an accurate, personalized answer
4. And now be able to reason on this information if the user follows-up

No escalation needed, no time wasted, and a better experience for your customers 🚀

There is a wide range of information look-ups, tasks and actions that AI Agents can perform thanks to MCP integrations.

• Check a customer’s subscription status or plan
• Verify account information, billing details or invoices
• Check order status and shipping progress
• Retrieve tracking numbers or lookup order history
• Trigger actions like resetting access, updating stocks, performing a refund
• and as many more use-cases as you could come up with

Building MCP servers is often easier than it sounds

If you are a SaaS with your own back-office, an e-commerce business with an internal database, or if your use case relies on a custom-built system that can’t be integrated natively, don’t worry.

Hugo allows you to build and connect your own MCP servers.

For most teams, building an MCP server doesn’t mean starting from scratch.

You likely already have a database or a back-office your agents use in order to access data and perform actions.

In most cases, this also means you already have a REST API in place — ready to be reused within your MCP server. This is most of the work already tackled.

MCP servers act as a bridge between Hugo and the tools you already use, much like your back-office does for human agents. Their role is to expose access to your internal tools in a structured, controlled, and secure way.

In practice, this usually means:

• reusing existing REST API endpoints
• exposing them as MCP tools
• defining what the AI is allowed to read or do

Your logic is already in place, and just needs to be ported to your MCP server.

How to integrate MCP servers

Connecting MCP can be done relatively quickly. You will find two different ways of integrating MCP servers with Hugo:

• 1-Click Integrations → Natively-exposed tools with some of our core integrations, which can be enabled in the blink of an eye
• External MCP Servers → Allowing you to connect Hugo to your own custom-built MCP server

To get started, head over to Crisp, find AI Agent on the left, and navigate to Automate > MCP & Integrations.

Building your own MCP server to integrate with Hugo

We recommend using dedicated MCP libraries to get started, such as @modelcontextprotocol, which handle much of the boilerplate for you.

Your server should define a set of tools, each with clear descriptions, so Hugo understands when and how to use them.

When a tool is called, your MCP server executes the underlying logic and returns the result to Hugo.

When connecting your own MCP, security remains fully under your control. In addition to your existing infrastructure safeguards, you can enforce authentication on your MCP server (Bearer tokens, Basic Auth, etc.).

Security also extends to tool usage itself:

Once your server is configured, you can require user identity verification before any tool is executed by enabling the Require user identity verification setting on your MCP tools.

When enabled, Hugo automatically verifies the user by sending a one-time code via email or SMS before proceeding.

To help you get started, we provide a ready-to-use demo MCP server. You can use it to explore MCP capabilities or as a baseline for building your own.

Connecting your MCP Server to Hugo

1. Navigate to app.crisp.chat

2. In the AI Agent menu, head over to Automate → Integrations & MCP → External MCP servers and click on the **Add MCP server zone.

3. Enter your MCP server's URL (either your hosted/tunnelled URL our hosted version and hit Add MCP Server.

4. Configure the MCP server:

• 1 - Name it
• 2 - Hit Refresh tools from server if your tools were not fetched automatically
• 3 - Enable the MCP server
• 4 - Hit the Save changes button

5. — Your MCP server should now be registered and ready to use!

1-Click Integrations

Besides your own native MCP servers, Crisp natively ships a few which you can connect to Hugo with ease. These include integrations such as Shopify, PrestaShop, Woocommerce, but also Stripe!

You can find more information in this dedicated article about 1-Click Integrations.

Updated on: 01/02/2026