This article explains how to hand a workflow over to Hugo and when a workflow-first setup makes sense.

Most teams get the best results by letting Hugo handle conversations first, then starting workflows only when a structured process is needed. However, starting with a workflow can still be useful when you need to collect mandatory information, apply strict conditions, or run a specific flow before Hugo answers.

When to start Hugo from a workflow

A workflow-first setup gives you more control before Hugo takes over. It is helpful when the first part of the conversation must follow a fixed structure.

Common examples include:

• Collecting required details → order ID, email address, company size, account URL, or issue category
• Applying conditions → language, channel, segment, country, plan, or custom data
• Showing buttons first → product choices, department selection, demo booking, or consent steps
• Running internal actions → adding a segment, moving to an inbox, mentioning an agent, or submitting a webhook
• Passing context to Hugo → telling Hugo what the workflow already collected or what branch the user followed

If the goal is simply to answer open-ended support questions, let Hugo start the conversation directly. If the goal is to guide the user through a defined process, use a workflow and hand over to Hugo when the free-form conversation should begin.

How to start Hugo from a workflow

Open Crisp, then go to AI Agent → Automate → Workflow Builder and open or create a workflow.

Inside the workflow, add the Agent block called Answer with Hugo. This block works like an exit block: once it runs, the current workflow ends and Hugo starts handling the conversation.

Hugo will move the conversation to the Automated inbox and continue until the issue is resolved, a routing action applies, or the conversation needs escalation.

Pass context to Hugo

The Answer with Hugo block can include a prompt. Use it to pass context from the workflow to Hugo for the current exchange.

For example, if the workflow collected an order ID and detected that the user is asking about a refund, the prompt can tell Hugo: "The user selected refund assistance and provided order ID {{order_id}}. Help them understand the next step and escalate if account verification is required."

This context is temporary and tied to the current conversation. It is not a replacement for training resources, but it helps Hugo continue naturally after a structured workflow.

Best practices

A clean Hugo + workflow setup usually follows these rules:

• Use workflows for structure → buttons, inputs, conditions, and internal actions
• Use Hugo for conversation → open-ended questions, explanations, troubleshooting, and follow-up
• Keep prompts focused → pass only the context Hugo needs for this handoff
• Avoid duplicating knowledge → store facts in training resources, not in workflow prompts
• Test the full path → run the workflow and continue with Hugo in the Playground or a controlled live test

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Can I have a fallback branch if Hugo does not have the answer?

Not directly from the Answer with Hugo block. This is intentional: once the workflow hands the conversation to Hugo, Hugo handles uncertainty through its own escalation settings.

Configure fallback behavior from AI Agent → Agent → Settings → Escalation. If Hugo cannot answer confidently, detects frustration, or needs a human, it can escalate according to the rules you define.

Can Hugo return to the same workflow later?

Hugo can start workflows through routing rules when a situation matches. If you need a workflow to run again later, create a routing rule that describes when Hugo should trigger it, or use a workflow block that starts another workflow where appropriate.

Should I use a workflow before Hugo for every conversation?

Usually no. A workflow before Hugo is useful when you need structure before AI handling. If you do not need to collect information or apply strict conditions first, enabling Hugo directly is simpler and easier to maintain.

Updated on: 04/05/2026