Feeling overwhelmed or lost? This article provides an overview of the features available with Hugo, and where to find them. A great place to start with or to come back when looking to improve your setup!

Hugo is a next-generation AI support agent solution, fully integrated with Crisp.

While conversational at its core, Hugo goes beyond answering questions. He understands customer intent and context to proactively guide users toward resolution — just like a human support agent.

Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.

By engaging proactively and providing concrete guidance, Hugo helps resolve issues faster and frees up your team to focus on complex cases.

Haven't met Hugo yet? Check out official resources

Navigating the Hugo interface

Let's draw a map of the Hugo interface to better understand how each part connect to the other, and get an overview of the different configurations possible.

Evaluate

• Playground → Quickly test your AI Agent and easily compare models
• Analytics → Allows you to get insights on all AI behaviours (conversations handled, escalated, workflows triggered, topics encountered...)

Agent

• Activate → To activate Hugo and decide how it should handle incoming conversations
• Settings → All settings related to Hugo, ranging from its identity, model, sources to use, escalation handling...
• Billing → Get insights on your AI credit consumption or unlock additional ones

Guidance

• Instructions → Instructions are the prompts you feed the AI with to fine-tune its behaviour (tone, context, expectations...)
• Routing → Describe a situation or topic, and decide what Hugo should do when it encounters it (starting a workflow, escalating to a human...)

Train

• Questions & Answers → Create Questions/Answer snippets which the AI will use as its personal FAQ when answering common requests
• Web pages → Crawl and import the content of your different websites, which the AI will be able to use as a resource
• Files → Import additional training content as either TXT, CSV or PDF

Automate

• Topic Detection → Describes topics that you would like to track in the Analytics, to get more insights on what your customers inquire about
• Workflows Builder → Create your own custom workflows which the AI can then trigger through your "Routing" rules
• Integrations & MCP → MCPs are the "tools" of AIs. Hugo offers native integration, but also allows you to connect to your own internal systems

Now with all that in mind, you are equipped to find your way around Hugo!

Breaking down Hugo's features

The AI Agent dashboard is here to help you configure and customizing Hugo to your liking. If you are just getting started, we recommend checking our dedicated guide here.

To help you get an overview of the realm of possibilities, we've compiled a breakdown of all the available Hugo features and configuration here

To follow along and explore these menus, navigate to Crisp and go to AI Agent from the left navigation bar.

Playground

🚸 Located in AI Agent → Evaluate → Playground

This is where you can test Hugo, your AI Agent.

You can easily start conversations to interact with him just as your users would. This is not only good to test the waters, but also to help you troubleshoot and understand why Hugo provided certain answers, and improve your training data.

The settings you select here are scoped to this sandbox, they will not affect your production configuration.

Compatibility mode

Visible only when the "Enable Hugo AI Agent on incoming conversation" option is disabled in Agent → Settings.

Allows you to select between:

• Test with Hugo → Hugo will reply as if he is enabled, ideal to test or reproduce user questions
• Test with Chatbot → Test your flow as if Hugo is disabled, meaning that user messages will be routed to workflows instead (for workflows which start with a "New User Message" or "User Message matches")

Model

Test the different models and how they perform, among the supported ones (GPT, Gemini, Mistral, Gemini...).

Different models may yield different results depending on your business, audience and training data, compare them here!

Answer Guidance

Select the level of confidence Hugo should reach in order to respond to users. The higher the level, the more reliable and relevant the sources will need to be for Hugo to send a response. If unsure, he will trigger his escalation rule.

Higher levels mean that responses will often be more accurate, but it implies that you must have solid training data for Hugo to find pertinent resources.

You can choose between:

• Conservative → Hugo must have highly relevant sources to back up his responses
• Balanced → Hugo may interpret some sources and be more flexible in his responses
• Creative → Hugo will do his best even on topics he hasn't found relevant resources

Analytics

🚸 Located in AI Agent → Evaluate → Analytics

This is where you can review stats about Hugo's activity in your Crisp inbox.

You can find the following sections:

• Conversation Funnels → Monitor how often Hugo is activating in your inbox and review how he handled these conversations
• Topics Volume → Review the different topics detected by Hugo and their frequency

Activation

🚸 Located in AI Agent → Agent → Activation

This section allows you to configure how and when Hugo should handle your conversations.

A few sections can be found.

Agent Activation

This is where you can select how Hugo should handle incoming conversations. To do so, you have a few options:

• Enable Hugo AI Agent on incoming conversations → Enable Hugo in your Crisp inbox. If disabled, new conversations will instead go through your workflows (if any are deployed and starting on a "New User Message" Event block)

If Hugo is enabled, you will see the two following options:

What should Hugo do by default

• Answer directly with AI Agent → Hugo will attempt to respond to incoming conversations
• Directly route to Inbox → Hugo will route conversations to your main inbox (as if Hugo and Workflows were both disabled)
• Directly route to a Workflow → Hugo will trigger the selected workflow (the selected workflow should start with an Action or Condition block)

Where should conversations appear while Hugo is handling them

• Automated Inbox → A special inbox where Hugo handles your conversations to keep your human inboxes clean
• Main Inbox → In your regular inbox (depending on your sub-inbox routing rules)

Enable AI Agent on channels

Allows you to select on which channels Hugo should trigger (chat, email, instagram, contact form, whatsapp... and more).

For non-slected channels, Hugo will simply route them towards your regular inboxes (based on your sub-inbox routing rules, as always)

Re-activate agent after resolution

By default, if Hugo is enabled, he will always trigger on new conversations. This setting allows you to configure how he should handle already existing conversations re-opened by your users.

• Allow Hugo AI Agent to reply again after resolution → If enabled, Hugo will be able to reply when a conversation is re-opened if it had previously been resolved by an agent. You can define the delay post-resolution after which Hugo can handle the conversation again.

Office Hours

There you can configure how Hugo should behave regarding your support's work hours.

• Show office hours availability when escalating → If enabled, Hugo will mention when your support team will next be available if they are currently offline when escalating
• Run the AI Agent only outside office hours → If enabled, Hugo will only trigger outside of your open hours (as an out-of-office responder essentially)

Below, you can then configure your office hours:

• Timezone
• Hours (per day, you can click "add shift" to add more time ranges for that specific day, e.g. to handle lunch breaks)
• Holidays (to mark your team as offline for specific days)

Settings

🚸 Located in AI Agent → Agent → Settings

This is where you can tweak Hugo's configuration.

Agent Identity

There, you can define Hugo's main identity:

• Avatar → Upload the avatar your users will see when interacting with Hugo
• Agent name → The name of your AI Agent
• Business description → Describe your business as you would to someone unfamiliar with it (or hit "Generate with AI" to generate it based on your website's domain). This helps Hugo better understand your products or services to provide more relevant answers

Model Settings

• Model → By default, "Select Automatically" is enabled. Meaning that Crisp will automatically select one of the available model. You can however select a specific one among the available options (OpenAI, Gemini, Claude, Mistral...)
• Enable Hugo's built-in fallback model → For hugo to automatically switch to a backup internal model in case the selected one has an issue or maintenance
• Allow agent ro process images → Hugo will be able to understand images he's seeing, but also read text on screenshots
• Allow agent to transcribe audio messages → Hugo will be able to understand audio messages sent by users

You can also configure more options:

Response style

• Conversational → Hugo will follow-up when replying and engage more with users
• Concise → Hugo will focus on providing simple and straight-to-the-point answers

Anwer Guidance

• Conservative → Hugo must have highly relevant sources to back up his responses
• Balanced → Hugo may interpret some sources and be more flexible in his responses
• Creative → Hugo will do his best even on topics he hasn't found relevant resources

Agent locale

• Auto-detect → Hugo will reply in the same language as the user's
• Or simply select the language you wish to foce Hugo to use (if your audience consists of users of a specific language exclusively for instance)

Data Sources

Select the training data sources that Hugo should use when replying to conversations.

You can select multiples among:

• All sources (all of the below)
• Web pages
• Questions & Answers
• Knowledge Base
• Files

Escalation

Configure how Hugo should handle conversation escalation to your agents.

• Automatically escalate when Hugo can't find an answer
• Automatically escalate when the user is frustrated or asks for a human

Hugo will always trigger your sub-inbox and agent routing rules when conversations are being escalated.

Auto-resolve

Configure how Hugo should handle conversations he replied to but didn't receive a response from the user.

Ultimately, the goal of AI Agents is to provide pertinent and quick responses to allow users to continue their journey uninterrupted.

This however means that users will not always return and confirm/resolve the conversations. While this is often a sign that users resolved their issue, it can sometimes leave your inbox messy, unless...

• Auto-resolve conversations after user inactivity → If enabled, Hugo will automatically resolve conversations after the delay you've specified if he doesn't receive any answer from them

Billing

🚸 Located in AI Agent → Agent → Billing

This section allows you to consult and manage your AI credits.

Hugo consumes credits whenever he handles conversations. If you run out of them, Hugo will automatically escalate conversations instead.

Plans & Subscription

You will find two informations there:

Free Credits → To consult the remaining monthly credits included in your Crisp subscription ($5 on Mini, $25 on Essentials and $75 on Plus), renewed every month

Pay as you go → To consult or add additional AI credits, renewed and billed automatically every month

Usage

There you can monitor your monitor your current AI consumption for the on-going month and the previous for both free and pay-as-you-go credits.

You will also see the average AI cost per conversation (which can vary depending on the model used)

Routing

🚸 Located in AI Agent → Guidance → Routing

Hugo routing rules allow you to describe situations or topics that Hugo will watch for when handling conversations, and trigger your selected action when he encounters them.

This is also where you can configure the default "Escalation rule" to decide what Hugo should do when he must escalate a conversation.

Instructions

🚸 Located in AI Agent → Guidance → Instructions

Instructions are system prompts that you provide to Hugo in order to shape his behaviour.

You can create instructions to adjust his tone, pronoun, speech patterns... But also to give him extra information about how to approach certain requests.

Questions & Answers

🚸 Located in AI Agent → Train → Questions & Answers

Questions & Answers are an easy way to create an internal private FAQ only accessible by Hugo.

There you create snippets which answer the most frequent questions, and Hugo will be able to retrieve them and use them as a source of information when replying to your customers.

This is also one of the most efficient way to correct/adjust Hugo's knowledge.

Web Pages

🚸 Located in AI Agent → Train → Web Pages

Here you can crawl and manage your domains.

Hugo is able to crawl your websites and extract its content to learn from your business products or services, and use them as resources.

You will also find your Crisp knowledge base visible here, and automatically synchronised.

Files

🚸 Located in AI Agent → Train → Files

Hugo can also be trained on different types of files, for quick and easy knowledge imports.

You can upload files such as TXT, CSV, PDF or MD(X).

Topic Detection

🚸 Located in AI Agent → Automate → Topic Detection

Where Routing rules allow Hugo to detect certain topics or situations to react and perform actions, Topic detection allows you detect them for monitoring purposes.

You can describe the topics you'd like Hugo to assess when dealing with your conversations, and consult insights on them (how often each topic was detected for instance) inside of the Hugo Analytics section.

Workflow Builder

🚸 Located in AI Agent → Automate → Workflow Builder

Workflows are powerful no-code procedural automations allowing you perform many different types of automations.

They can be used in all sorts of ways: before Hugo handles conversations, when he encounters certain situations, or when he must escalate a conversation for instance.

Workflows essentially allow you to go the extra mile and specialise your setup to satisfy all the needs and potential usages you want to make out of Hugo.

Integrations & MCP

🚸 Located in AI Agent → Automate → Integrations & MCP

MCP allows you to connect Hugo to external services, such as your API, database or third-party services.

They allow you to expose "tools" for Hugo to use when handling conversations

MCPs are commonly used to allow Hugo to fetch user information, retrieve order status, check subscriptions or preferences, but also to perform action (log feedbacks, issue refunds, suggest products...)

Updated on: 11/03/2026