How to Undo the Hugo Agent Migration
We know that testing a new AI agent in production can sometimes surface unexpected behavior. If Hugo doesn’t behave as expected after migration, you can safely revert to your previous setup.
This rollback is temporary and designed to help you test Hugo with confidence.
Important Note About Migration
While rolling back is possible today, migration to Hugo will eventually be mandatory.
The legacy system will no longer be maintained in the future. However, this migration does not remove any capabilities:
- All existing features are 1-to-1 replaced by Hugo Workflows
- No functionality is lost
- Works strictly as before
- The goal is a single, more powerful and future-proof system
Rolling back is simply a way to unblock you while we help fine-tune your setup.
1. Make Sure Hugo Was Properly Tested
Before requesting a rollback, please verify that Hugo was tested in real conditions:
- Test the chatbot directly from your live website,
or
- In the Hugo Playground, switch Compatibility Mode to “Test with Chatbot”
This ensures behavior matches what real visitors experience.
2. Confirm the Issue Persists
If Hugo still behaves incorrectly after proper testing (unexpected replies, routing issues, missing behavior, etc.), you can proceed.
3. Export Your Hugo Workflows
To avoid losing any configuration:
- Export all Hugo workflows from app.crisp.chat -> AI Agent -> Workflows -> Top Right Menu -> Export all workflows
This will help understand your setup setup fix problems.
4. Contact Customer Support
Reach out to Crisp Customer Support directly from crisp.chat
Please include:
- What is not working
- What you expected instead
Clear explanations help us fix issues faster and prevent them from reoccurring.
Our team will assist you with the rollback.
5. Roll Back Temporarily (few weeks)
Once reviewed, our team will provide a step-by-step rollback procedure:
⏱️ Takes around 5 minutes
Restores your previous system
No impact on your existing data or conversations
Updated on: 02/02/2026
Thank you!