Learn how to use Hugo Tools to create clearer instructions and workflows for your Hugo AI Agent.

Hugo Tools help you move from a vague AI setup to clear behavior rules and workflow logic. They do not replace your Crisp configuration, but they help you prepare better inputs before applying them inside your workspace.

In this guide, you will learn how to:

• Understand Hugo Tools → know what each helper is made for
• Use the Instruction Helper → generate or improve Hugo instructions
• Use the Workflow Wizard → create, debug, or improve workflows
• Choose the right tool → understand when to use each helper
• Apply the result in Crisp → review, import, and test your setup

What are Hugo Tools?

Hugo Tools are guided helpers built to help you set up, refine, and improve your Hugo AI Agent faster. They are especially useful when you want to avoid starting from a blank page or when you want to make your existing setup clearer.

You can open them here: Hugo Tools

Before you start

Hugo Tools work best when you provide real context from your support team. The more precise your input is, the more useful the output will be.

Prepare real support examples

Before using Hugo Tools, collect a few examples of what customers usually ask, where Hugo should help, and when a human teammate should take over.

If you already use Hugo Topics, they can help you identify the most common reasons customers contact your team.

You can learn more in this guide: How to classify customer support topics with Hugo AI

Useful context to prepare:

• Common customer questions → setup issues, billing questions, troubleshooting, account access, product advice
• Support boundaries → topics Hugo should avoid, sensitive cases, escalation rules
• Brand voice → how Hugo should sound when answering customers
• Workflow goals → what should happen when a specific topic, intent, or situation is detected

Keep instructions and workflows separate

Instructions and workflows both help Hugo behave better, but they do not have the same purpose.

• Instructions → define how Hugo should answer, speak, guide, avoid, or escalate
• Workflows → define what should happen in a specific process, such as routing, qualification, data capture, or handoff

Use the Instruction Helper

The Instruction Helper helps you create or improve Hugo instructions. It turns your company context, support rules, and communication preferences into clear behavior rules for your AI Agent.

Instructions are useful when you want to define how Hugo should respond in different situations, such as answering clearly, staying concise, escalating sensitive questions, or respecting your product wording.

You can learn more about Hugo instructions in this guide: How to prompt Hugo AI Agent for instructions

Generate instructions from scratch

Use Generate from scratch if you do not have a clear instruction setup yet, or if you want to rebuild your instructions with a cleaner structure.

The helper asks guided questions about your business, your customers, and how Hugo should behave. Based on your answers, it generates a set of instructions that you can review and import into Crisp.

The guided setup covers:

• Company context → what your company does and who you help
• Differentiation → what makes your product, service, or approach different
• Support topics → what customers usually contact you about
• Key situations → what Hugo should be especially good at handling
• Tone of voice → how Hugo should sound when answering
• Answer style → how short, detailed, or guided answers should be
• Behaviors to avoid → tone issues, clarity issues, unsafe claims, or poor brand fit
• Wording rules → product names, preferred terms, claims to avoid
• Extra context → edge cases, escalation rules, or business-specific details

At the end, the helper generates ready-to-review instructions that can be downloaded as a CSV.

Improve existing instructions

Use Improve existing ones if you already have Hugo instructions but want to make them clearer, safer, or easier to maintain.

You can paste one instruction or upload a CSV exported from Crisp. The helper reviews your existing instructions and gives you feedback based on clarity, usefulness, and behavior quality.

This is useful when you want to:

• Make instructions clearer → remove vague wording or ambiguous rules
• Reduce overlap → avoid repeating the same behavior across several instructions
• Improve escalation rules → make it clearer when Hugo should involve a human
• Fix tone issues → make Hugo sound more aligned with your brand
• Prepare cleaner imports → get instructions ready before adding them back to Crisp

Import instructions into Crisp

Once your instructions are ready, go to Crisp, then open AI Agent → Instructions.

From there, you can add instructions manually or use the import option if your workspace supports CSV import.

Use the Workflow Wizard

The Workflow Wizard helps you create, debug, or improve Crisp no-code workflows. It is especially useful when your setup involves Hugo, routing rules, data capture, backend coordination, or human handoff.

Workflows are useful when you want a specific process to happen automatically, based on a trigger, condition, customer message, or Hugo decision.

You can learn more about Crisp workflows in these guides: Getting started with Workflows and Understanding and mastering the Crisp Workflows

Create a new workflow

Use Create when you want to design a new workflow from scratch.

The wizard first asks what kind of workflow you want to build, then helps you define how it should start, how Hugo should be involved, and what the workflow should do.

The creation flow helps you define:

• Workflow task type → create, debug, or improve
• Trigger method → Hugo, automatic trigger, manual agent action, REST API, Chatbox SDK, or another workflow
• Hugo entry point → default Hugo workflow, Hugo routing rules, or Hugo escalation
• Workflow goal → what the workflow should do, which rules it should follow, and what outcome it should create
• Review step → refine the proposed logic with follow-up requests or additional examples

Debug an existing workflow

Use Debug when a workflow does not behave as expected.

This can help you investigate issues such as workflows that do not trigger, branches that send users to the wrong path, or unexpected behavior after a specific step.

Debugging is useful when:

• The workflow does not start → the trigger may be missing or misconfigured
• The wrong branch runs → the condition or routing logic may be too broad
• Hugo does not hand off correctly → the workflow may need clearer start or exit rules
• The result is inconsistent → the logic may need simpler steps or stronger constraints

Improve an existing workflow

Use Improve when a workflow already works, but you want to make it easier to maintain, more reliable, or better aligned with a real support use case.

This is useful when your workflow has grown over time and now feels too complex, too hard to debug, or too broad for the problem it is supposed to solve.

Improvement can help you:

• Simplify the logic → remove unnecessary steps or branches
• Clarify the use case → make the workflow easier to understand
• Improve Hugo handoff → decide when Hugo should enter or leave the process
• Add missing conditions → make the workflow more reliable
• Make maintenance easier → reduce complexity for your support team

Choosing the right tool

Use the Instruction Helper when you want to improve how Hugo behaves. Use the Workflow Wizard when you want to define what should happen in a specific process.

Use both tools together

In many cases, you can use both tools together.

For example, you can use the Workflow Wizard to create a workflow that routes billing questions to the right team, then use the Instruction Helper to define how Hugo should explain billing topics before escalating.

This keeps your setup cleaner because Hugo knows both how to respond and when to trigger a specific process.

Apply the result in Crisp

After generating instructions or workflow logic, the next step is to review the output and apply it inside Crisp.

Review before using in production

Before importing or recreating anything, read the output carefully and check that it matches your support rules, product wording, and escalation policy.

Before publishing, check that:

• Instructions are specific → each rule should guide a clear behavior
• Instructions are not repetitive → avoid multiple rules saying the same thing
• Workflow logic is realistic → each step should match how your support team actually works
• Escalation is clear → Hugo should know when to involve a human teammate
• Sensitive topics are handled safely → billing, legal, privacy, and account access rules should be reviewed carefully

Test with real conversations

Once the setup is added to Crisp, test it with real customer questions or realistic examples from your inbox.

Start with a small set of common support cases, then refine your instructions or workflows based on what Hugo answers and how the workflow behaves.

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.

Are Hugo Tools part of my Crisp workspace?

Hugo Tools are external helpers made to support your Hugo setup. They help you prepare instructions and workflow logic, but you still need to review and apply the final setup inside Crisp.

Can Hugo Tools replace my support team setup work?

No. Hugo Tools help you create a stronger starting point, but your team should still review the output, check business rules, and test the setup with real support cases.

Will importing instructions replace my current Hugo setup?

No. Importing instructions will not automatically replace your current setup. It will add a new version of the generated instructions, so you should review the result and decide which instructions you want to keep, edit, or remove.

Should I use Hugo Tools before or after setting up Hugo?

You can use them at any stage. They are useful before your first Hugo setup, when you want to create a cleaner configuration, or later when you want to improve existing instructions and workflows.

Updated on: 26/05/2026