Is Hugo using my conversational data?

Hugo AI agent is designed with privacy and GDPR compliance as a core principle. When Hugo answers your customers, it does not read or use any of your Crisp conversation data (tickets). Instead, Hugo relies exclusively on your Knowledge Base articles and Snippets to generate responses.

This means that private exchanges between your team and your customers are never accessed or processed by the AI when replying to end users. Your conversational data stays private.

What's coming next?

AI-powered suggestions for your Knowledge Base and Snippets

An update is on the way that will allow Hugo to analyze conversational data and provide recommendations to help you improve your Knowledge Base articles and Snippets. This feature is designed to help you identify gaps in your documentation and keep your support content up to date, based on real customer interactions.

Hugo Copilot will be able to read ticket data

Soon, Hugo Copilot (the internal assistant for your support team) will be able to read ticket data to help your agents craft better responses. However, this capability will only be available in Copilot mode — Hugo will never use ticket data when answering customers directly.

This ensures a clear separation: your customers' conversations remain private from AI-generated responses, while your team can still benefit from AI-assisted support internally.

Updated on: 01/02/2026