Getting Started
Getting started with Hugo AI Agent
This article will guide you step-by-step to get your AI Agent setup and deployed in just minutes. 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 alsFew readersMigrating from MagicReply chatbots to Hugo AI Agent
If you are still using MagicReply and good old chatbot scenarios, this guide is for you. We'll review what the benefits of migrating your setup to Hugo are, and how to easily and efficiently do so. Ready? :) 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 aFew readers
AI Agent - Guides
How to prepare your AI Data Hub (and why it matters)
As Crisp AI becomes smarter and more capable, the quality of its responses depends on a single thing: the data you give it. This article explains how to prepare your AI for Customer Support, not just technically, but strategically, so you get better, faster answers and stay ready for what’s coming next. Why this matters A well-structured AI Data Hub is more than just content, it’s the foundation for measurable, scalable impact. Here’s what a clean, coFew readersHow does Hugo Routing work
Routing rules are used to describe situations you wish Hugo to detect. When he encounters these situations, he can then trigger the action of your choice, giving you flexibility in all kind of scenarios. 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 autonomFew readersHow to integrate Hugo in your Workflows
This article will guide you step-by-step to get your AI Agent setup and deployed in just minutes. 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 alsFew readersHow to train Hugo AI Agent on your data
Training Hugo on your own resources will allow you drive your resolution rates up. Pertinent and complete resources demultiply the AI Agent's capacity to understand, reason and provide relevant answers to the many topics your customers may inquire about. 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 —Some readersHow to prompt Hugo AI Agent for Instructions
Instructions allow you to customize the personality and behaviour of Hugo through different prompt. No more visual builder or conditional logic. Thanks to them, you can deploy an AI Agent that actually reflect your team's spirit and convey the right message to your customers. Hugo is a next-generation AI support agent, integrated with Crisp. While conversational at its core, Hugo goes beyond answering questions. He understands customer intent and context to proactively guide users towarFew readersHow to configure Escalation with Hugo AI Agent
This article will guide you step-by-step to get your AI Agent setup and deployed in just minutes. Hugo is a next-generation AI support agent, fully integrated with Crisp. While conversational at its core, the AI Agent for customer support 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, HugoFew readersHow to build MCP integrations with Hugo
MCP integrations allow AI Agents to do something that was, until now, reserved to humans: use tools. They let Hugo go beyond simply answering questions from training or documentation, and instead interact with real systems, fetch live data, and take action — just like a human agent would. 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 proactivelFew readersWhat are Hugo AI Agent Topics
This article will describe how to use and take advantage of the Hugo Topics.&x20; 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, suFew readersHow to use Hugo Integrations
This article describes all the native MCP servers integration built-in Hugo for your team. 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 integratioFew readersHow to use Hugo AI Analytics
Hugo Analytics provide insights on your AI usage and how your AI Agent is handling conversations. This is useful way to monitor activity and take actions to expand on your implementations. 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 aFew readers
AI Agent - FAQ
How to Undo the Hugo Agent Migration
We know that testing a new AI agent in production can sometimes surface unexpected behavior. If Hugo doesn’t behave as expected after migration, you can safely revert to your previous setup. This rollback is temporary and designed to help you test Hugo with confidence. Important Note About Migration While rolling back is possible today, migration to Hugo will eventually be mandatory. The legacy system will no longer be maintained in the future. However, this migration does not rFew readersDoes use Hugo use 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 cominFew readers
Workflows - Guides
Getting started with Workflows
Workflows are powerful predefined flows allowing you to build automations for your conversations. Whether you want to collect informations from your users, offer them choices, perform actions or update the conversation metadata, workflows can assist you with that and make your life easier. Hugo is able to trigger your workflows at will, simply by describing him the situations in which he should. Workflows are no-code procedural automations, they are designed to help you automate processes andSome readersTips & Tricks about Workflows
This article is dedicated to our best tricks around Crisp Workflows usage. If you just joined, first, welcome! and to explain what are workflows, they are powerful predefined flows allowing you to build automations for your conversations. And much more! Check this article if you want to learn more about them.&x20; Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages. By simply selecting anFew readersUnderstanding and Mastering the Crisp Workflows (Legacy Chatbot)
This technical documentation dives deeper into how the different available blocks work within the Bot. You will find information for each one along with a few tips to follow good practices and quickly build efficient scenarios. Chatbot scenarios are created by inserting and configuring "blocks" inside of a no-code workflow builder. By connecting these blocks, you can setup a flow of actions, conditions, and events to deploy automations for your inbox conversations.PopularHow do I create an Out-of-Office responder Chatbot?
In this guide we'll show you how a typical Out-of-Office Responder can be built with the Chatbot Builder, and provide you with extra knowledge to help you customize and make it fit your day-to-day usage. Out-of-Office Responders are a good way to provide continuity in your support, but also to assist your users and guide them while your team is away. You can easily customize the flow to ask users for extra information in order to reach back, orient them towards pertinent resources, or simplSome readersHow to start Workflows programmatically (without the user sending a message)
This guide will focus on triggering a scenario programmatically from your website's code, by using Javascript. This can help you offer choices or collecting information from your users even before they've sent a message (when opening the chatbox for instance) Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages. By simply selecting and connecting specialized blocks together, you can create aSome readersHow to start Workflows manually
This guide will focus on triggering a scenario manually from any conversation. This is a very useful way to quickly do some actions, or offer a user to follow a flow you have prepared. Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages. By simply selecting and connecting specialized blocks together, you can create a series of events, conditions and actions which allow you to build automatiFew readersHow to start Workflows automatically for all incoming conversations
Workflows are most commonly used within Hugo, who is able to start scenarios at will in predetermined situations. However, this isn't the only way to start workflows. If you do not wish to implement AI Agents, or if you simply first want your users to go through a workflows you've prepared, you have the ability to configure them to be automatically triggered when your users contact you. Workflows are no-code procedural automations, they are designed to help you automate processes and be verFew readersHow to start Workflows situationally with Hugo AI routing
Workflows can also be started by our AI Agent in certain situations. You can configure "routing rules" which allow you to instruct Hugo in which situations he should trigger a workflow while interacting with your customers. Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages. By simply selecting and connecting specialized blocks together, you can create a series of events, conditions and acFew readersHow can I update user information in their profile with the Chatbot?
Using the Bot, you will have the ability to ask user for information and save it in the conversation. This will easily allow you to automatically set a user's email address, name, phone number, or custom data for instance. Just discovering the Bot plugin? Check out our Getting Started with the Bot plugin article first! Updating a user's information in the conversation can be done with several Action blocks, depending on yoFew readersHow to create an AI "WISMO" chatbot with Crisp?
In this guide, you will learn how to create an AI-powered support chatbot with Crisp that automatically answers "Where is my order?" requests using external order data. No code is required in Crisp, but you'll need access to your order system or a webhook service. Just discovering Crisp AI Chatbot? Check out our Getting Started with the Crisp AI Chatbot artiFew readersHow do I add a Chatbot to my website?
The chatbot builder helps you to create your own AI chatbot. Draw complex response flows, with events (eg. user sent message), actions (eg. send response message) and conditions (eg. check segment). With our bot builder you can craft answers coming from any channels website, Messenger, Instagram, WhatsApp, Line or SMS, etc. This guide goes into explaining how to add a chatbot to your website, and how you can get the most out of it. Our AI-powered chatbot software (https://crisp.chat/PopularHow do I create a department routing Chatbot?
In this guide we'll introduce you to the "Team/Department Routing" type of scenarios. These are efficiently and convenient ways to automatically route conversations to the proper team, to help you get a head start when handling requests. Crisp Chatbot software can be used to offer options to your users in order to determine their intent, and assign the conversation to your operators accordingly. We can perform either direct assignments to a specific operatoSome readers
Workflows - Examples
How do I share embedded and external links with the Chatbot?
Using the Bot, you can leverage button pickers to open a link when users click them. Links can be opened in a new tab of the browser, but it is also possible to embed them in the chatbox. This is especially useful to quickly open a page while keeping your users on your platform. Just discovering the Bot plugin? Check out our Getting Started with the Bot plugin article first! Adding a link to a button will simply require yoFew readersHow do I ask for user information and memorize it within a Chatbot scenario?
Using the Bot, you have the ability to send messages of type "field input"' which the user can fill and submit. This is very handy when asking users for informations, such as an email, nickname, or any other import information. Just discovering the Bot plugin? Check out our Getting Started with the Bot plugin article first! Creating a list of buttons and reacting to which button your users clicked is a 2 steps process. WeFew readersHow do I build a list of buttons with the Chatbot?
Using the Bot, you can create list of buttons for your customers and oriente them towards different branches of your scenario. This is a great way to identify leads, narrow-down their request, or perform various kinds of actions depending on the situation. Just discovering the Bot plugin? Check out our Getting Started with the Bot plugin article first! Creating a list of buttons and reacting to which button your users clicFew readersHow do I create a product carousel for my Chatbot?
Using chatbot builder, you have the ability to deploy carousels of items in your messages. Carousels can be used to showcase a variety of products during your scenarios, and include descriptions as well as ways to redirect your users to a desired page. Just discovering Crisp chatbot? Check out our Getting Started with Crisp chatbot article first! Adding a Carousel of items through our chatbot builder (https://crisp.chat/eFew readersHow can I use the Chatbot to build a drip campaign?
Crisp Chatbot is the perfect tool to make the most out of the software because it gathers the most important features. Indeed, with the Chabot, you can combine live chat, events, segments and user data to enhance customers knowledge In order to build a fully automated drip campaign, we will need to create a chatbot that will have to use events so that you can start to send emails based on user behavior. Video Guide: Automating customer journey with CrispFew readersSales Chatbot: The playbook for sales teams
Building the right sales chatbot is an easy tasks thanks to this dedicated playbook Bots are very powerful at every stages of the sales lifecycle. Discover how you can optimize your sales process and leverage customer experience for revenue growth. If you don't know how to get started with the bot, we suggest you to read this article that explains all you need to know about our chatbot builder (https://crisp.chat/en/chatboFew readers
Workflows - FAQ
Which AI models does Hugo support
Hugo uses several best-in-class AI models to power its features. Depending on your needs, you can choose the model that fits your use case best. Available Models OpenAI GPT 5 & GPT 5.1 The latest generation of OpenAI models. GPT 5 and GPT 5.1 offer excellent general-purpose performance across all Hugo AI features, including conversation summarization, reply suggestions, and knowledge base search. Anthropic Claude 4.5 Sonnet & Haiku Claude 4.5 Sonnet provides high-quality, nuancedFew readersWhat are pattern matches and how do they work?
Using the autoresponder or the chatbot, you'll get familiar with pattern matches. It will make your bot smarter and help the robot to send contextualized answer, based on customer messages What is a pattern match? A pattern is a regularity in the world. The elements of a pattern repeat in a predictable manner. At Crisp, we take advantage of patterns to build repetitive behaviors for our bots and autoresponders. Here is an examples of a user message matches available in the chatbFew readersHow do I set the Chatbot for the right channel?
The Crisp chatbot is capable of triggering depending on the origin of the message. With Crisp, you can centralize your messages from Live Chat, Email, Twitter, Facebook Messenger, Line, SMS (By Twilio), Telegram and more. Thanks to our chatbot, you can build chatbot for Messenger, Chatbot for Twitter and chatbot for Line or Telegram. This article explains how you can make your chatbot to trigger depending onFew readersHow can I create an AI Chatbot using ChatGPT?
In this tutorial, you will learn how to connect ChatGPT with Crisp to create an AI chatbot that is trained on your own documentation, such as your sitemap, PDF, CSV, Word files and many other sources. New about ChatGPT? No problem, everything will be explained as it doesn't require any coding-skills nor any ChatGPT API Key. What is ChatGPT? 🤔 ChatGPT is a generative AI, created by OpenAI. ChatGPT leverages the power of Natural Language Processing (NLP), a subsFew readersAutomated Inbox: how Hugo handles conversations automatically
When Hugo AI is enabled, a new default sub-inbox appears. It's called Automated Inbox. This inbox is designed to gather all the conversaitons Hugo handle autonomously. It has numerous benefits, among which keeping your support team focused only on conversations that really need human attention (aka escalated). What is the Automated Inbox? The Automated Inbox is a dedicated inboxFew readersHow to measure AI Chatbot ROI with Crisp?
Artificial Intelligence doesn’t just resolve tickets, it changes how much work reaches your team and how much that work costs. In Crisp, AI ROI is not a vague promise. You can measure it concretely through your Analytics dashboards and a simple AI performance calculator that turns deflection and time saved into real financial impact. This guide walks you through the essentials of measuring AI performance in Crisp. You'll learn which metrics truly matter for evaluating your chatFew readers