Moving from Gorgias
Migrating from Gorgias to Crisp? You're in the right place.
For many ecommerce brands, Gorgias has been the platform used to centralize support conversations, manage customer context, and connect support interactions with revenue opportunities. That is why moving away from it can feel like more than just changing helpdesk software.
If you're considering Crisp as an alternative, the real question is not whether you will still be able to manage support, sales conversations, and customer data in one place. It is whether you can do it in a platform that keeps strong ecommerce context while organizing everything around conversations first.
This guide is here to make that transition easier. It will show you how Crisp approaches customer conversations differently, how your current Gorgias habits translate, and how to migrate step by step without losing visibility on your workflow.
You'll find:
- How Crisp compares to Gorgias
- How your Gorgias workflow maps to Crisp
- How AI works in Crisp
- How to migrate step by step
- Ready to make the switch?
Moving from an ecommerce-first platform to a conversation-first one
Gorgias is built first and foremost for ecommerce brands. It brings together support, conversational AI, and ecommerce context in one environment designed to help teams resolve requests while supporting sales at the same time.
Crisp can support many of the same interactions, but it organizes them differently.
Instead of building the product around ecommerce support as the starting point, Crisp organizes conversations, inboxes, customer data, campaigns, knowledge, and AI inside the same conversation system.
A conversation-first model
In Crisp, conversations are the central layer.
This means the same environment can be used to:
- handle support requests
- continue sales conversations
- follow up with customers
- and collaborate across teams
Rather than treating these as separate use cases, Crisp keeps them connected in one shared conversation system.
Ecommerce context still exists
Moving to Crisp does not mean losing the context that matters for ecommerce teams.
Customer data, integrations, and store-related context can still be connected to the conversation so your team understands who the customer is, what they need, and what actions may come next.
The difference is that this context is attached to a broader conversation workflow, rather than defining the whole product on its own.
Support, sales, and follow-up stay connected
Gorgias is often used as both a support and revenue tool.
Crisp can support that same overlap between service conversations, lead interactions, and follow-up actions, but inside a platform that is not limited to ecommerce support alone.
This makes it easier to manage the full customer conversation lifecycle in one place.
How Gorgias maps to Crisp
If you're coming from Gorgias, many parts of the workflow will still feel familiar.
You still need to organize conversations, access customer context, rely on AI, connect your ecommerce stack, and offer self-service when needed.
What changes is not the goal of the workflow, but where these elements live inside the product.
The five points below are the most useful ones to understand before making the switch.
1. Filters
In Gorgias, views and filters are a core part of how teams organize daily work.
In Crisp, that same logic is available directly from the inbox through Filters. This lets your team sort conversations, narrow down what needs attention, and focus on the right type of requests without changing workspace.
The goal stays the same: make incoming conversations easier to prioritize and process.
How can I create custom filters for my conversations?
How to use the Crisp Inbox for the first time
2. Customer context
In Gorgias, a big part of the workflow depends on having the right customer context: who the customer is, what they ordered, what happened before, and what the team needs to act quickly.
In Crisp, all of that context is centralized directly in the right sidebar, alongside the conversation.
From the moment an agent opens a conversation, everything is already there. They can immediately understand who the customer is, what they bought, and where they are in their lifecycle, without switching tools or digging through different systems.
This includes both conversation data and information coming from your integrations, such as Klaviyo segmentation or Shopify order details. Everything is visible in the same place, at the same time.
Integrate Shopify Shopify to Crisp
3. AI Agent
Gorgias now puts a strong emphasis on AI inside the support workflow.
In Crisp, that role is handled through Hugo, the AI Agent. It is managed from its own dedicated section, while staying connected to the conversation workflow used by your team.
This is where AI routing, instructions, training sources, workflow logic, and native integrations can be configured.
Navigating the Hugo interface and features
How to start Workflows situationally with Hugo AI routing
How to integrate Hugo in your Workflows
4. Integrations and plugins
Gorgias is often used as part of a broader ecommerce stack, especially with platforms like Shopify and other store-related tools.
Crisp also supports that logic through Plugins and native integrations. This makes it possible to connect ecommerce platforms and other services directly to the workspace, while extending what your team can access from inside the inbox and AI environment.
This is especially useful when your support workflow depends on store data, ecommerce platforms, or operational tools connected to the conversation.
5. Knowledge Base
Self-service is also part of the workflow.
If your team relies on a help center or FAQ in Gorgias, the equivalent in Crisp is the Knowledge Base. It gives you a dedicated place to publish support content, structure articles, and make that information available both to customers and to your internal workflow.
That knowledge layer can then support self-service, team operations, and AI behavior in the same environment.
How can I import my Knowledge Base from a previous provider?
How AI works inside Crisp
If you're coming from Gorgias, you're already familiar with the idea of AI handling customer conversations inside an ecommerce workflow.
In Crisp, Hugo plays that role inside the same conversation system used by your team.
AI acts at the beginning of the conversation
Like Gorgias AI, Hugo can step in as soon as a customer starts a conversation.
It can analyze the request, use the available context, and decide how the conversation should continue depending on how your workspace is configured.
This means AI is involved from the first message, not only later in the support process.
Getting started with Hugo AI Agent
AI works with the same customer context
In Gorgias, AI is closely tied to ecommerce context such as customer information, support requests, and shopping-related interactions.
In Crisp, Hugo also works inside that same type of conversation environment. It can rely on customer data, connected integrations, knowledge sources, and workflow logic to decide how to handle the request.
This keeps AI connected to the same context your team uses in the inbox.
How to build MCP integrations with Hugo
Conversations can first go through the Automated inbox
In many Crisp setups, incoming conversations are first processed inside the Automated inbox.
This is the space where Hugo can handle requests automatically before they are passed to a team member.
If human follow-up is needed, the conversation is then routed to the appropriate inbox.
How Hugo handles conversations automatically?
AI and human follow-up stay in the same workflow
In Gorgias, AI is presented as part of the same customer support and commerce workflow.
In Crisp, that same continuity exists inside the inbox. Once Hugo escalates a conversation, the exchange stays in the same environment.
Operators can review what happened, access the context, and continue the conversation from there.
How to configure Escalation with Hugo AI Agent
Migration: step by step
Once you understand how Crisp works, the next step is to migrate your Gorgias setup.
The goal is not just to move conversations, but to reconnect your ecommerce support stack, including your customer data, store context, support content, and AI workflow.
Here is the recommended approach.
Step 1: Import your customers and reconnect your customer data
Start by importing your customers so your team keeps access to existing profiles and conversation history.
In Gorgias, this typically includes identities, past interactions, tags, and custom attributes.
You can export this data and import it into Crisp using a .csv file or through the API.
But for most ecommerce teams, customer data does not live only in the helpdesk.
It also lives in your marketing tools.
That is why this step is also the right moment to reconnect your marketing stack, especially tools like Klaviyo, so customer properties, segments, and lifecycle data stay aligned across support and marketing.
To connect Klaviyo in Crisp:
- Go to Plugins
- Search for Klaviyo
- Click Install and authenticate your account
Once connected, Crisp enriches your conversations with marketing data and keeps both systems in sync.
How to connect Klaviyo to Crisp
What this changes for your team
Instead of handling conversations in isolation, your team can immediately understand who they are talking to.
They can see whether a customer is new or returning, belongs to a specific segment, or has recently received a campaign.
This makes it easier to adapt replies, prioritize conversations, and handle support with a better understanding of the customer lifecycle.
Step 2: Reconnect your ecommerce platform (Shopify, Magento, etc.)
This is the most critical step for ecommerce teams.
Gorgias is deeply connected to your store, especially Shopify. To reproduce that same level of context in Crisp, you need to reconnect your ecommerce platform.
To install the Shopify integration:
- Go to Plugins
- Search for Shopify
- Click Install and connect your store
Once connected, Crisp brings your store data directly into the conversation.
How to install Crisp on my Shopify online store?
While Shopify is the most common setup, Crisp also supports other ecommerce platforms such as Prestashop, WooCommerce, or Magento.
What this changes for your team
When an agent opens a conversation, they no longer need to switch tools to understand the situation.
They can instantly see who the customer is, what they ordered, when the order was placed, and what the current status is.
This means faster replies, fewer back-and-forth messages, and a smoother support experience overall, especially for order-related requests.
Step 3: Import your shortcuts and knowledge base
If your team relies on saved replies, macros, or structured help content in Gorgias, this is the moment to reconnect that operational layer inside Crisp.
Start with your predefined replies.
In Crisp, the equivalent of Gorgias macros is message shortcuts. These help your team reply faster, standardize answers, and keep recurring support workflows efficient.
How to import / export message shortcuts?
How can I use Shortcut replies / Canned messages?
Then reconnect your knowledge base.
If your Gorgias setup includes a help center or FAQ:
- Import your content into Crisp
- Review the structure
- Make sure it reflects the support knowledge your team relies on every day
This allows both customers and your internal workflow to keep access to the same content.
How to import your Knowledge Base
Step 4: Rebuild your AI setup
If you were using Gorgias AI to answer common ecommerce questions or reduce support volume, this is the moment to recreate that logic with Hugo.
Start by:
- connecting your knowledge base
- defining instructions
- linking your ecommerce platform
- configuring escalation rules
This is where your new AI layer takes shape inside Crisp.
Getting started with Hugo AI Agent
How to integrate Hugo in your Workflows
Step 5: Handle tickets and historical data
Gorgias is a ticket-based system, so historical data matters.
You can:
- export tickets from Gorgias
- import them via API
- or keep Gorgias accessible during the transition
Most teams migrate progressively to avoid disrupting ongoing support operations.
Recommendation
You don’t need to migrate everything at once.
Most teams start with:
- customer data and marketing sync
- ecommerce integration (Shopify or equivalent)
- shortcuts and help content
- AI setup
Then refine the rest over time.
The goal is to restore your ecommerce support workflow quickly, without breaking the customer context your team relies on every day.
Ready to make the switch?
Switching from Gorgias to Crisp does not mean giving up the ecommerce context your team depends on.
Your conversations can remain organized, contextual, and connected to the tools and data your team needs to work effectively.
What changes is the structure around those conversations.
Instead of relying on an ecommerce-first platform, you move into a broader conversation system where support, sales, customer data, AI, and follow-up stay connected.
If you’re considering the switch, the best way to understand the difference is to try it with your own setup.
Our team is here to guide you. Don’t hesitate to reach out directly from your workspace or through our website.
Updated on: 08/04/2026
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