This article will guide you step-by-step to get your AI Agent setup and deployed in just minutes.

Hugo is a next-generation AI support agent solution, 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 is the benefit of integrating Hugo from workflows

This is a matter of use-case and preference. There are essentially 2 ways use Hugo:

• AI-first approach → Hugo handles all of your conversations, and can trigger workflows in given situations through routing rules
• Chatbot-first approach → Where all your conversations are routed through workflows, from which you trigger Hugo in certain situations

Starting your conversations by using a workflow (or just re-handing the conversation back to Hugo after he executed a workflow) can however be helpful in various cases.

For instance, if you must use various conditions (data, segment, country...) to only trigger Hugo for some customers, send pre-formatted messages, or after collecting information from your users.

How to start Hugo from a workflow

This is the easy part. To get started, open (or create) your workflow by navigating to Crisp, then head over to AI Agent → Automate → Workflow Builder.

Inside of your scenarios, you can simply use the Agent block type called "Anwer with Hugo".

This block acts similarly to an exit block, meaning that once executed, the workflow ends and hands the conversation over to Hugo, who will send a response and continue handling it until the conversation resolved or requires escalation.

While Hugo handles it, he will automatically move that conversation inside of your Automated inbox.

The "Answer with Hugo" block also accepts a prompt to be passed here. This prompt can be either an Instruction or an information. Hugo will keep it in memory and use it throughout the current exchange only.

This can be helpful if you wish to pass additional information about the type of request or customer you've dedicated that workflow branch to.

Frequently Asked Questions

Still have some questions which were not covered above? Perhaps you'll find our answer in this FAQ.

If your question does not figure here, share it with us directly by chat, we'll be available to assist you

Can I have a "fallback" branch if Hugo doesn't have the answer, like with MagicReply?

Not directly, this block doesn't support fallback branches.

This is because Hugo already automatically handles escalation for you.

In case he does not have the answer, he will instead obey the settings you've selected inside of AI Agent → Agent → Settings regarding escalation.

Updated on: 02/02/2026