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 also pFew readers

• How to migrate from MagicReply chatbots to Hugo AI Agent

  This guide helps you migrate a legacy AI chatbot setup to Hugo while keeping the useful parts of your existing automations. Hugo is the recommended way to automate support with AI in Crisp. Instead of maintaining large workflow trees for every possible question, you can let Hugo answer from your knowledge, follow clear instructions, start workflows when a structured process is needed, and escalate safely when a human should take over. Legacy AIFew readers

• How to navigate the Hugo interface and features

  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 humFew readers

• Troubleshooting & Common questions about Hugo AI Agent

  This article helps you diagnose the most common Hugo issues without losing the useful context behind each answer. Hugo is designed to be easy to configure, but AI behavior can still depend on several layers at once: training resources, instructions, routing, escalation settings, model choice, integrations, and the conversation channel. Use this guide when Hugo gives an unexpected answer, does not answer, escalates too early, or behaves differently in production than in your tests. Haven't mFew readers

AI Agent - Guides

• How 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 workflows. 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 readers

• How to start Hugo from Workflows

  This article explains how to hand a workflow over to Hugo and when a workflow-first setup makes sense. Most teams get the best results by letting Hugo handle conversations first, then starting workflows only when a structured process is needed. However, starting with a workflow can still be useful when you need to collect mandatory information, apply strict conditions, or run a specific flow before Hugo answers. A workflow-first sFew readers

• How to train Hugo AI Agent on your data

  This article explains how to train Hugo with your own resources so it can answer customers accurately. Good training data is the foundation of Hugo's answer quality. Use AI Agent → Train to provide website content, knowledge base articles, files, and Questions & Answers snippets, then keep those sources clean, current, and focused on what customers actually ask. If you prefer a quick walkthrough, this video shows how to train yourSome readers

• How to prompt Hugo AI Agent for Instructions

  This article explains how Hugo instructions work and how to write prompts that shape the AI Agent's behavior clearly. Instructions define how Hugo should behave when answering users: tone, boundaries, escalation habits, formatting preferences, and other response rules. They should not replace training resources; factual knowledge belongs in AI Agent → Train. Instructions are Hugo's prompting rules. They essentially are global behavior prFew readers

• How 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 readers

• How 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 readers

• How to Classify Customer Support Topics with Hugo AI

  This article explains how Hugo Topics work and how to use them to understand the conversations your AI Agent handles. 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 actFew readers

• How to use Hugo Integrations

  This article explains which native MCP integrations can be connected to Hugo and how they help your team automate support actions. 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 perFew readers

• How to use Hugo Analytics to improve your AI Agent

  This article explains how Hugo Analytics helps you monitor AI Agent activity, outcomes, and improvement opportunities. Analytics make it easier to understand what Hugo handles, where conversations are escalated, and which topics generate the most volume. Use these insights to improve training resources, instructions, routing, and the overall automation strategy. Hugo Analytics allow you can monitor two types of data in the AI AnFew readers

AI Agent - FAQ

• Does use Hugo use conversational data

  This article explains whether Hugo uses your Crisp conversations as training data and what conversational context it can access. Hugo can use the context of the current conversation to answer properly, but it is not trained on all previous conversations from your inbox. This distinction matters for privacy, security, and the quality of the answers Hugo provides. No. Hugo is not trained on all conversations from your CrispFew readers

Workflows - Guides

• Getting started with Workflows

  This article explains what Crisp Workflows are, how they can be started, and how to build your first automation. Workflows are no-code automations made of connected blocks. They help you collect information, offer choices, route conversations, update conversation data, trigger actions, and hand structured processes to Hugo when needed. They work best when you need a predictable flow, while Hugo is better for open-ended support questions. Haven't met Hugo yet? Check out official resources (hSome readers

• Tips & Tricks about Workflows

  This article collects practical tips to help you build, organize, test, and troubleshoot Crisp Workflows more efficiently. Workflows can stay simple or become highly advanced depending on your use case. The tips below focus on the details that make them easier to maintain: block organization, branch priority, testing habits, reusable flows, and common mistakes to avoid. *There's multiple ways to build chatbots by using workflows. You'll find that mostFew readers

• Understanding and Mastering the Crisp Workflows

  This technical reference explains how each Workflow Builder block works, with practical notes to help you build reliable automations. Workflows are created by inserting and configuring blocks inside the no-code Workflow Builder. By connecting these blocks, you can build flows with actions, conditions, events, AI handoffs, and internal operations for your inbox conversations.Popular

• How to create an Out-of-Office workflow

  This article explains how to create an out-of-office workflow that replies when your team is unavailable. An out-of-office responder can set expectations, collect useful context, and keep the conversation organized until your team returns. You can also combine it with Hugo or knowledge resources when users should receive helpful answers before an agent follows up. In this video, you’ll learn how to build an Out-of-Office floSome readers

• How to start Workflows programmatically (without the user sending a message)

  This guide explains how to start Crisp Workflows from your website or backend, even before the user sends a message. Programmatic triggers are useful when your product already knows what should happen next: opening a guided support flow, collecting contextual information, starting onboarding from a button, or launching a workflow after a product event. Crisp supports both Web Chat SDK triggers for frontend use cases and the Workflow API for backend use cases. color 0080ddSome readers

• How to start Workflows manually

  This article explains how agents can start workflows manually from an existing conversation. Manual starts are useful when an agent wants to trigger a prepared flow at the right moment, such as collecting missing information, sending a guided form, booking a demo, or continuing with a structured process without rebuilding the same steps by hand. Workflows can also be started manually from any conversations by yourself and youFew readers

• How to start Workflows situationally with Hugo AI routing

  This article explains how Hugo can start workflows automatically when a conversation matches a situation you define. Situational routing is often the cleanest way to combine Hugo and Workflows. Hugo handles the conversation naturally, then starts a workflow only when the user reaches a topic, intent, or situation that needs a structured process. If you went through our Getting started with Hugo guide, you might recallFew readers

• How to start Workflows automatically for all incoming conversations

  This article explains how to start workflows automatically when new users contact you. Automatic workflow starts are useful when you want every new conversation to follow a structured flow first, such as collecting information, offering choices, or routing requests. If Hugo is active, you can also decide whether Hugo should answer first or route users directly into a selected workflow. If you wish to tFew readers

• How to update user information in their profile with Workflows

  This article explains how to update a user's Crisp profile from information collected in a workflow. When a workflow asks for details such as a name, email address, phone number, or custom value, you can save that information directly into the conversation profile. This helps your team keep customer context accurate and reuse collected data later in the same workflow. Updating user information is generally done after haFew readers

• How 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 aFew readers

• How do I create a department routing workflow

  This article explains how to build a department-routing workflow that sends conversations to the right team. Routing workflows are useful when users should choose a department before an agent joins the conversation. You can offer clear options, update segments or conversation data, assign the conversation directly, or let Crisp routing rules handle the final assignment. In this video guide, Baptiste shows us how to set up a routingSome readers

Workflows - Examples

• How to send embedded and external links with Workflows

  This article explains how to share embedded and external links from workflow buttons. Links are useful when a workflow should send users to a product page, booking page, article, checkout, or external resource. Crisp lets you decide whether a link opens directly in the chat experience or in a new browser tab. Inside of your workflow, you can open the Block Drawer from the left to drag a new Action block "Send Message: Button PFew readers

• How to ask users for information and memorize them with Workflows

  This article explains how to ask users for information in a workflow and store their answers as memorized values. Memorized values let a workflow reuse what the user submitted later in the flow. This is useful for details such as an email address, nickname, order number, request type, or any other value you want to insert into messages, conditions, or profile updates. Inside of your workflow, you can open the Block Drawer fromFew readers

• How do I build a list of buttons with Workflows

  This article explains how to show users a list of buttons and branch your workflow based on their choice. Button pickers are one of the easiest ways to guide users through a structured flow. They help users choose a department, topic, product, or next step without typing, and they make your workflow easier to test because each choice can lead to a predictable branch. Inside of your workflow, you can open the Block Drawer from theFew readers

• How to create product carousels with workflows

  This article explains how to add a product or item carousel to a Crisp workflow message. Carousels are useful when you want to showcase multiple products, plans, resources, or options in a compact message. Each item can include a title, description, image, and button so users can continue to the right page directly from the conversation. Inside of your workflow, you can open the Block Drawer from the left to drag a new Action block "SeFew readers

• How to build Drip campaigns with Workflows

  This article explains how to use workflows, events, segments, and campaigns together to build a simple automated drip campaign. A drip campaign works best when your product already emits useful events. A workflow can push or react to those events, update the user's context, and help your team send the right campaign message at the right step of the customer journey. Let's see in action howFew readers

• Creating a chatbot for sales teams

  This playbook explains how sales teams can use Crisp workflows and Hugo to qualify leads, book meetings, and guide prospects faster. Sales automations work best when they remove repetitive steps without blocking the conversation. Use workflows for structured qualification and routing, and use Hugo when prospects need natural answers about your product, pricing, or next steps. For the purpose of this salesFew readers

Workflows - FAQ

• Which AI models are supported by Hugo

  This article explains which AI model families Hugo can use and how to choose the right one for your workspace. Hugo supports several model providers so teams can balance answer quality, speed, cost, privacy, and compliance requirements. Model availability can evolve, so always confirm the current list from AI Agent → Agent → Settings before making procurement, compliance, or internal policy commitments. color 445055 (OpenAI GPTFew readers

• What are pattern matches and how do they work

  This article explains how pattern matches work in Crisp Workflows and how to use them to detect user messages reliably. Pattern matches let a workflow react to specific words, phrases, or structures in a user message. They are especially useful with User Message Matches blocks, where the right wildcard setup determines whether your workflow detects only exact messages or broader variations. A pattern is a regularity in the world. ThFew readers

• How to configure Workflows for specific channels

  This article explains how to make a workflow run only on the conversation channels you choose. Crisp can receive messages from website chat, email, WhatsApp, Messenger, Instagram DM, and other channels. By configuring the Origins field in your first event block, you can keep one workflow channel-specific or make it intentionally omnichannel. This event is the first step you should always set when building a chatbot (https:Few readers

• How does the Automated inbox work

  This article explains how the Automated inbox works when Hugo handles conversations for your team. When Hugo is active, Crisp groups conversations handled by the AI Agent in a dedicated Automated inbox. This keeps human inboxes focused on conversations that need agent attention, while still letting your team review Hugo's work and step in whenever needed. The Automated inbox is a dedicated inbox where conversations handled by HFew readers

• How 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 chFew readers

• How to use the chatbot to build automated routing rules?

  This article explains how to route conversations automatically by combining Workflow Builder segments with Crisp routing rules. A workflow can collect the user’s intent, save it as a segment, and let your existing routing rules assign the conversation to the right team. This is useful when you want users to choose a department first, while still keeping routing logic centralized in your Crisp workspace settings. Start by creating a workflFew readers