Migrating from Gorgias to Crisp? This guide helps you rebuild your ecommerce support workflow in Crisp without losing the customer context your team relies on.

For ecommerce teams, moving away from Gorgias is not just about replacing a help desk. The goal is to keep orders, customer data, saved replies, knowledge, and automation connected, while moving into a broader conversation-first platform where support, sales, follow-up, and AI work from the same place.

This migration guide covers:

• How the model changes → what stays familiar, and what Crisp organizes differently
• How Gorgias maps to Crisp → the main feature equivalents your team should understand
• How AI works inside Crisp → how Hugo fits into your new support workflow
• How to migrate step by step → the recommended order for data, integrations, content, and AI
• Where to go next → useful resources before going live

Moving from an ecommerce-first platform to a conversation-first one

Gorgias is built primarily for ecommerce support. Crisp can support many of the same ecommerce interactions, but it organizes them around the conversation first. That means customer messages, profiles, integrations, campaigns, knowledge, and AI all stay attached to the same conversation workflow.

A broader conversation model

In Crisp, conversations are the central layer. The same workspace can be used to handle support requests, continue sales conversations, follow up with customers, and collaborate across teams without splitting the customer relationship across disconnected tools.

Ecommerce context stays connected

Moving to Crisp does not mean giving up order, customer, or lifecycle context. Ecommerce integrations and customer properties can be connected to the conversation sidebar, so agents can understand who the customer is, what they need, and which action may come next.

The difference is that ecommerce data supports the conversation workflow instead of defining the whole product structure on its own.

Support, sales, and follow-up work together

Gorgias is often used as both a support and revenue tool. Crisp keeps that same overlap possible, while giving your team one place to manage support exchanges, lead conversations, outbound follow-up, self-service content, and AI handling.

How Gorgias maps to Crisp

If you are coming from Gorgias, the goal is not to relearn everything from scratch. You still need to organize requests, use customer context, rely on saved replies, connect ecommerce tools, and make knowledge available to customers and AI. What changes is where those elements live inside Crisp.

Filters

Gorgias teams often rely on views and filters to organize daily work. In Crisp, the same logic is handled from the Inbox through Filters and custom views, so agents can focus on conversations by status, channel, segment, assignee, country, response time, and other useful attributes.

Useful resources: create custom filters and learn the Crisp Inbox.

Customer context

In Gorgias, a lot of the workflow depends on understanding who the customer is, what they ordered, and what happened before. In Crisp, this information is centralized in the right sidebar next to the conversation.

This can include contact details, segments, custom data, past conversations, and information coming from connected integrations such as Klaviyo or Shopify. The goal stays the same: give agents enough context to reply without switching tools.

AI Agent

In Crisp, ecommerce AI handling is managed through Hugo, the AI Agent. Hugo can use your knowledge, instructions, routing rules, workflows, and integrations to answer or escalate conversations according to your setup.

Useful resources: navigate the Hugo interface, start workflows with Hugo routing, and integrate Hugo in workflows.

Integrations and plugins

Gorgias is usually connected to a broader ecommerce stack. Crisp supports this through Plugins and native integrations, so your store, marketing tools, and operational services can enrich the workspace and, where supported, give Hugo access to useful actions.

This is especially important when your team depends on order data, customer lifecycle signals, or store-related context to answer efficiently.

Knowledge Base

If your Gorgias setup includes a help center or FAQ, the Crisp equivalent is the Knowledge Base. It gives you a place to publish support content, organize articles, and make that content available to customers, agents, and Hugo.

Useful resources: use the Knowledge Base and import a knowledge base from another provider.

How AI works inside Crisp

If you used Gorgias AI to answer common ecommerce questions or reduce repetitive requests, the equivalent AI layer in Crisp is Hugo. Hugo works inside the same conversation system used by your team, so the handoff between AI and humans stays clear.

Hugo can act from the first message

When a customer starts a conversation, Hugo can analyze the request, use the available knowledge and context, and decide whether to answer, route, or escalate depending on your workspace configuration.

Start here: Getting started with Hugo AI Agent.

The Automated Inbox keeps routine requests separate

When Hugo is enabled, new conversations can be routed to the Automated Inbox while Hugo attempts to resolve them. Conversations that need human help can then be escalated to the relevant human inbox, where your team takes over with context.

Learn more: Automated Inbox: how Hugo handles conversations automatically.

AI and agents share the same workflow

Once Hugo escalates a conversation, the exchange remains in the same Crisp environment. Operators can review what happened, see the customer context, and continue the conversation without moving to a separate tool.

Useful resources: configure escalation and understand Hugo routing.

Migration: step by step

The recommended approach is to restore your core ecommerce support workflow first, then refine automation and historical data once the new setup is stable.

Step 1: Import customers and reconnect marketing data

Start by importing your customers so your team can recognize existing profiles. Open Crisp, then go to Contacts → Actions → Import Contact Profiles to upload a CSV file and map your fields.

For ecommerce teams, this is also a good moment to reconnect marketing tools such as Klaviyo, so customer properties, segments, and lifecycle data remain aligned with support.

Helpful resources:

• Import user data → import contacts through CSV, API, SDK, native integrations, or automation tools
• Connect Klaviyo to Crisp → sync marketing data with your workspace

Step 2: Reconnect your ecommerce platform

Reconnect your store early, especially if your team handles order status, shipping, refund, or customer account questions. In Crisp, go to Plugins, search for your ecommerce platform, then install and connect it.

Crisp supports ecommerce platforms such as Shopify, Prestashop, WooCommerce, and Magento.

Useful resources: install Crisp on Shopify and find Crisp on Shopify.

Step 3: Import shortcuts and your knowledge base

If your team uses saved replies or macros in Gorgias, recreate or import them as message shortcuts in Crisp. Open Crisp, then go to Settings → Inbox Settings → Message Shortcuts.

Then import your help center content from Knowledge Base → Import articles. Review the imported structure afterward, especially article formatting, images, categories, and links.

Useful resources: import or export message shortcuts, use shortcut replies, and import your Knowledge Base.

Step 4: Rebuild your AI setup with Hugo

Once your knowledge base and ecommerce context are in place, configure Hugo. Start from Crisp, then use AI Agent → Agent → Settings, AI Agent → Train, and AI Agent → Guidance to define identity, data sources, instructions, routing, and escalation.

Focus first on the questions Gorgias AI already handled well: order status, delivery, returns, refund policies, product information, account issues, and common troubleshooting requests.

Step 5: Handle tickets and historical data

Historical tickets are useful, but they do not always need to block the migration. Many teams keep Gorgias accessible during the transition while importing the most important customer and conversation data into Crisp through the API where needed.

If your support history must be preserved in Crisp, plan this as a technical migration using the Crisp REST API or a custom import flow.

Recommended launch order

Most ecommerce teams should migrate in this order:

• Contacts and marketing data → so agents can recognize customers immediately
• Ecommerce integration → so order context is available inside conversations
• Shortcuts and knowledge base → so agents and Hugo can reuse existing answers
• Hugo setup → so AI can start handling routine requests safely
• Historical conversations → only after the core workflow is stable, unless history is critical from day one

Ready to make the switch

Switching from Gorgias to Crisp does not mean giving up ecommerce context. It means connecting that context to a broader system where support, sales, customer data, knowledge, AI, and follow-up can work together.

A good migration starts small: restore the core support workflow, test it with real ecommerce cases, then expand automation once your team is confident.

Updated on: 03/05/2026