What are Hugo AI Agent Topics?

This article will describe how to use and take advantage of the Hugo Topics.

Hugo is a next-generation AI support agent, 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

Hugo Topics

Hugo is able to evaluate the topic of any conversation initiated by your customers. This allows you to monitor the type of conversations handled in your inbox, how Hugo handled them, and easily get insights on the amount of conversations it deflected and resolved for you.

This is also a great way to spot topics generating high volumes of conversations or identify areas of improvements in your setup and training resources provided.

How to create a Topic?

To get started, head over to Crisp, hit ️ AI Agent from the main menu on the left and go to Automate → Topic detection

Create and manage the Topics

How to take advantage of Topics?

Simply name your topic concisely, and prompt Hugo with a description of the topic/situation it should detect. Whenever Hugo is handling a conversation, it will evaluate your topics to see if the user's request matches any of them.

✔ Example of a good topic description:

The customer expresses negative feedback or dissatisfaction about:
- Our cookies (e.g. cookies not matching quality expectations, or issues with taste, texture or freshness)
- Shipping and delivery issues (e.g. missing or damaged goods, late delivery, lost package...)
- Poor customer service experience (e.g. frustration about our refund policies or the help they received)

Similarly to the "Routing", topic descriptions should be detailed and precisely describe the situations you wish Hugo to detect.

Topics ≠ Segment. A topic is detected via AI in the flow of the conversation, it doesn't add a segment to the contact/conversation.

Updated on: 01/02/2026

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