Hugo is Crisp’s AI Support Agent, designed to handle conversations efficiently while giving you full control over costs. This article explains how Hugo is priced, how credits work, and what happens once they are consumed.

There’s no separate subscription required to get started — you simply use the Hugo credits included in your Crisp plan.

Hugo Credits per Crisp Plan

Each Crisp plan includes a monthly amount of Hugo credits, expressed in USD value:

• Crisp Mini: $5 of Hugo credits
• Crisp Essentials: $25 of Hugo credits
• Crisp Plus: $75 of Hugo credits

Those credits are offered and included as part of your Crisp Plan. These credits reset every billing cycle (4th of the month).

Credits during the trial period

Hugo usage during the trial period also consumes credits. Testing and training sessions are not free, as paid models are used for them as well.

If you need to check how many credits you still have left, go to AI Agent → Activation → Billing.

How Hugo Billing Works

Hugo credits are token-based.

That means:

• The longer and more complex a conversation is,
• The more tokens are consumed,
• And the higher the cost of that conversation.

On average, a full Hugo-handled conversation costs around $0.05 to $0.10 USD, but this is only an average and can vary depending on your setup and the conversations Hugo handles.

A Hugo conversation is not billed per message. It refers to the full exchange Hugo handles with a customer, from the first messages until the conversation is resolved or escalated. Typical support conversations often include a few back-and-forth messages, but there is no fixed message, character, or token limit per conversation.

This may vary depending on:

• Message length
• Knowledge base usage
• Follow-up depth
• Language complexity
• The AI model selected
• The number of Hugo replies sent in the conversation
• The amount of context Hugo needs to process

How to optimize cost per conversation

If your average cost is higher than expected, these are the main levers to reduce it:

• Choose a less expensive AI model

Claude models can be more expensive. Switching to OpenAI can reduce the cost per conversation depending on your use case.

• Ask Hugo to be more concise

Shorter replies usually consume fewer tokens. You can configure this in your AI Agent settings and keep your instructions short and focused.

• Use smaller, targeted knowledge sources

Large or very general knowledge base articles can increase usage because more content may be processed for each reply. When possible, prefer smaller, structured Q&A content over long documents.

If you want Hugo to continue answering beyond included credits, you can enable Pay-As-You-Go:

• Go to: AI Agent → Billing → Pay As You Go
• Enable Pay-As-You-Go

Once enabled, additional usage is billed from there. You can also:

• Set billing limits
• Prevent overspending
• Ensure Hugo never exceeds your defined budget

How do I add more Hugo credits?

To purchase additional Hugo credits, go to AI Agent → Billing → Pay As You Go and enable Pay-As-You-Go.

If your workspace is still in a trial period, Pay-As-You-Go features may remain unavailable until the trial ends.

Are workflows counted in Hugo pricing?

Frequent Asked Questions

Are workflows counted in Hugo pricing?

No. Workflows are not billed as Hugo usage. You can continue to use workflows freely without consuming Hugo credits. For instance if you used to have a MagicReply block, it will still be counted as before.

What if I don’t want Hugo to answer, and only want workflows like before?

You have two options:

1. Disable Hugo entirely

• Go to: Agent Activation
• Toggle off Engage Hugo AI Agent

2. Keep Hugo enabled, but route to workflows

• Hugo can coexist with workflows
• You can decide when a workflow should handle the conversation instead of Hugo

You stay fully in control.

What is “Pay-As-You-Go”?

By default, once your Hugo credits are fully consumed:

👉 Hugo will stop answering automatically

If you want Hugo to continue answering beyond included credits, you can enable Pay-As-You-Go:

• Go to: AI Agent → Billing → Pay As You Go
• Enable Pay-As-You-Go

You can also:

• Set billing limits
• Prevent overspending
• Ensure Hugo never exceeds your defined budget

Updated on: 28/03/2026