Connect Hugo to the tools your team already uses so it can retrieve information and perform actions during customer conversations and operator workflows.

Hugo Integrations let you connect external services directly from Crisp. The MCP Store includes 26,000+ MCP servers, covering tools for ecommerce, payments, CRM, internal knowledge, product analytics, and more.

You can also connect your own MCP server when the service you need is not available in the catalog.

Connect an integration

Open Crisp and go to AI Agent → Automate → Integrations & MCP.

Browse the available integrations or use the search bar to find the service you want to connect.

Select an integration and click Connect.

Crisp guides you through the connection process. When OAuth is supported, you can authenticate directly without manually configuring an MCP URL or access token.

Popular integrations

Here are some examples of services you can connect to Hugo:

Choose how accounts are connected

For integrations that support multiple connection modes, Crisp may ask how the external account should be connected:

• Each operator connects their own account → each team member authenticates separately, and Hugo only accesses the data available to that account
• One shared account for the whole team → operators use the same connected account and its permissions

Choose individual connections when access differs between teammates. Use a shared account when everyone should work with the same external account.

When an operator needs a personal integration that has not been connected yet, Hugo can ask them to authenticate before continuing.

Configure how Hugo uses an integration

Once connected, open the integration to control how Hugo can use it.

Choose where the tools are available

Depending on the integration, tools can be made available to:

• Customers → Hugo AI Agent can use them while handling customer conversations
• Copilot → operators can use them through Hugo Copilot

You can enable either option or both.

For example, an ecommerce integration can help Hugo retrieve order information for customers, while an internal knowledge or analytics integration may only need to be available to your team through Copilot.

Require user identity verification

For customer-facing integrations, you can enable Require user identity verification when Hugo should verify who the customer is before accessing sensitive account information or performing an action.

This is especially useful for integrations exposing personal, billing, account, or order data.

Choose which tools Hugo can use

Each integration exposes a set of tools corresponding to the actions Hugo can perform.

From the integration settings, you can enable or disable individual tools depending on what Hugo should be allowed to do.

For example, an ecommerce integration may expose separate tools to:

• retrieve customer information
• find an order
• check delivery details
• perform supported account actions

Keep only the tools that are useful for your support workflows.

Manage connected integrations

Return to AI Agent → Automate → Integrations & MCP whenever you need to review your connected services.

From an integration's settings, you can:

• Enable or disable the integration → control whether Hugo can use it
• Change availability → choose whether it is available to Customers, Copilot, or both
• Review security settings → configure identity verification when supported
• Manage tools → control which capabilities Hugo can access

Hugo selects relevant tools based on their descriptions and the context of the request.

If you need Hugo to follow specific rules when using external information or actions, define them through Hugo Instructions.

Connect your own MCP server

If the service you need is not available in the MCP Store, you can connect your own MCP server.

This is useful for internal systems, your own product, custom APIs, or services requiring a dedicated integration.

Follow How to build MCP integrations with Hugo to configure your MCP server and expose the tools Hugo should be able to use.

Related articles

Useful companion articles:

• How to build MCP integrations with Hugo → connect Hugo to your own MCP server
• How to use Hugo Copilot as an AI assistant for customer support teams → use connected tools while assisting operators
• How to write Hugo Instructions for AI Agent and Copilot → define how Hugo should behave when using external tools

Updated on: 21/10/2026