Crisp Inbox quickstart
Keyboard shortcuts for your Crisp Inbox
Some Crisp inboxes receive a lot of messages in a small amount of time. To speed up your daily workflow, keyboard shortcuts are available. This saves you some clicks, eg. to resolve a conversation. In the following list of shortcuts, CONTROL refers to the "ControPopularHow can I receive Emails in Crisp?
Crisp allows your team to receive emails on your Crisp Mailbox so you can manage all your emails from the Crisp Inbox, with team assignments. This feature is available from Crisp Mini. Crisp is a really great tool to build the best customer service email management, check it out! Through our collaborative inbox (PopularHow do I invite other agents to my inbox?
Crisp allows to add other operators to your inbox. New operators can be invited to your inbox by providing their e-mail address. Here is how you should proceed Inviting new team members: Go to the Crisp app Navigate to the Settings from the bottom-left corner Head over to Settings Workspace Settings Operators and Teams Click on Invite Operator Enter your colleague's email address and select their role (Member or Owner) InvitinPopularHow can I format Crisp Messages?
Crisp allows to send rich text content messages using Markdown. Markdown is an easy-to-use syntax to format texts. You can use Markdown to insert bold text, titles, images and even YouTube videos. Here is a cheatsheet to use Crisp Markdown features: Format text Bold text To use bold text: My Bold Text Italic text To use italic text: *Italic Text* Underlined text To use underlined text: Underlined Text Strikethrough text To useSome readers
Discover all Crisp Inbox features
How does Crisp Analytics work?
This article is your main resource guide to help you understand and leverage the Analytics tools available with Crisp. We'll review how it works in detail, how you can take advantage of it to improve your services, and we'll explore the different features available to help you build your own customized reports. The Analytics section provides in-depth information about your inbox's activity and how your users interact with you. You can use it to review the number of messages received, visitsPopularHow does Routing / Assign work?
Routing (also called Assign) can be used to assign operators to be notified for incoming messages. This helps workspaces with a lot of chats to balance them inside your team inbox. *Some people call our Routing feature "Assign". We will refer to "Assign" as "Routing" in this article. This feature is even more powerful if you bring everyone around crisp team inbox (htPopularWhat languages are supported by Crisp?
Crisp supports most used international languages. The chatbox is translated in 50+ languages, which makes it suitable for most localized websites. Languages supported by Crisp Chatbox 🇿🇦 Afrikaans 🇸🇦 Arabic 🇦🇪 Arabic (United Arab Emirates) 🇸🇦 Arabic (Saudi Arabia) 🇾🇪 Arabic (Yemen) 🇦🇲 Armenian 🇦🇿 Azerbaijani 🇫🇷/🇪🇸 Basque 🇧🇩 Bengali 🇧🇬 Bulgarian 🇪🇸 Catalan 🇨🇳 Chinese (Simplified) 🇹🇼 Chinese (Traditional) 🇭🇰 Chinese (Hong-Kong) 🇭🇷 Croatian 🇨🇿 Czech 🇩🇰 DaniSome readersHow can I use Shortcut replies / Canned messages ?
Available on Crisp Mini, Shortcuts are a great way to reply faster to your customers. Also known as canned messages, they are strong asset to build an impressive customer service. Here is how to use it. 1. Add a shortcut Where to create and manage shortcuts: Head over to the Settings section Navigate to Settings >Some readersHow does video and audio chat work?
Video chat allows your business to connect with your users directly when they are browsing your website. Crisp lets your company start a video chat with anyone who's online and actively browsing your website. Your visitors receive calls directly in their chatbox. You can call them without time limit, as Crisp doesn't bill you based on how much time you spend in call. How doFew readersHow can I create custom filters for my conversations?
Crisp provides custom filters, that are included in all our plans. It helps you to create a specific display regarding your conversations How to find your custom filters ? As shown below, you can easily reach them by overflowing the "Filter" label on the top left side of your Crisp Inbox.Few readersHow do chat transcripts work?
Crisp automatically sends chat transcripts to visitors and operators once a conversation ends. You can still adjust how those transcripts work. What do transcripts look like? Transcripts are emails sent to you and your users, that contain a record of a previous conversation. They are useful to keep copies of chats over time in a safe place (ie. an email mailbox). This is what a transcript email sent to an agent looks like (https://storage.crisp.chat/users/helpdesk/website/87ae2703Few readersHow do Reminders work?
Reminders are a convenient way of scheduling a note to yourself (or your team) in the future, for the current conversation. It can be used to remind yourself of a call you planned with an user. A reminder will then fire on the date you scheduled. You'll receive a notification on all your Crisp apps (Web & Mobile), with the reminder note you submitted. Our team inbox will never let you down, set rFew readersHow do I create and send an email from my inbox?
Using Crisp, you can not only respond to incoming messages. You can create new conversations to sent outbound messages, on two channels. One of them is email. Here is how you can create and send an email using Crisp Inbox. Using Crisp, you might feel the need to create a new conversation with one of your leads or customers. That's why using Crisp, you have the ability to create a new conversation and send a message to the user you want to contact.Few readers
Manage conversations in your Crisp Inbox
How can I delete a conversation?
Crisp is built as a reliable way to store all your past conversations. We never delete anything on your behalf. If, however, you would like to delete a conversation yourself, there's a way to do it. Go to app.crisp.chat and login to your Crisp account. Then, click on a conversation in the left bar, and slide it to the left while holding the mouse click. You should see a white cross on a red color. Release the mouse click and the conversation should be removed.Some readersHow can I add conversation participants ? (CC recipients)
In some cases, while providing customer support for a user, they may request that one of their team member be added to the conversation you have with them. Crisp lets you do just that, by adding "participants" to the conversation, which are pretty much like using CCs in the world of traditional email. Replying to a user of yours in a conversation with multiple participants would send an email to all participants in this conversation , sending the same reply to all participants, and lettFew readersHow can I create conversation threads from the chatbox?
In certain cases, your users may need to get support on a specific subject, that has a chronological start and end. The default conversation view may make it hard to distinguish when this support request starts and ends. Threads solve this problem. A thread is a flow of messages in a conversation, that relate to the same topic. For instance, if you are an hosting provider and your customer has a temporary problem with their server, you may open a new conversation thread in Crisp to provFew readersHow can I edit a sent message?
Crisp allows you to correct any mistake on the last message you sent to a visitor chatbox from a Crisp app. In order to edit a message, follow those steps: In the conversation on your Crisp dashboard, you have sent a message Press the "UP" arrow of your keyboard The edit mode appears on the last sent message Edit your message there Press enter, the message will be edited in the visitor chatbox Message edit mode (https://storage.crisp.chat/users/helpdesk/website/87ae27Few readersHow do I use private notes and mentions?
You just started to use Crisp and now discover the whole software, you have multiple operators, dealing with different timezone, private notes will help your company not to lose data and mentions will bring better efficiencies within your company's department What is private note? Private Notes are internal notes that an Operators/Admin can add to a conversation. Private Notes are not visible to your end users,Few readersHow can I create a new conversation?
Sometimes, you want to start a fresh new conversation with your leads or customers. That is possible straight from Crisp. And here is how. Create a new conversation To create a conversation, you'll need: Customer's name Customer's email Note that you can also start a conversation by using a phone number. It's possible to do so when you have the Twillio integration enabled. This iFew readersHow can I create sub-inboxes in my Crisp Workspace?
From your Crisp Inbox, you can now create sub-inboxes, which separate (or not) conversations and teams. This guide walks you through this feature and explains how you can leverage it to improve customer experience operations. Each Crisp workspace offers an omnichannel inbox that gathers teams, conversations, data, and knowledge in one place. From this general inbox, companies can create sub-inboxes through a simple, no-code setup. Crisp Inbox is capablFew readersHow do I add a spell-checker for Crisp messages?
When you communicate with your customers, you may want to be sure your messages are corrected before sending them. A spell-checker will prevent you to send non-sense sentences, or simply spelling mistakes, grammar inaccuracies, etc. Grammarly Grammarly, is one of the most famous spell-checker on the market for English language. If you want to add the add-on to Crisp you need to: Go to Grammarly and click on the button to be redirected to the righFew readersHow do I scale high volumes of support inquiries?
Conversation influx can be difficult to predict. Your team can sometimes struggle to scale with large amounts of support inquiries from your customers, which may impact their reactivity, the quality of their responses, your customer satisfaction, and the well-being of your team. In such dire times, it is important to be prepared. In this guide, we'll review the various tools available to help you quickly respond to such situations and how to leverage the tools available with Crisp to efficientlFew readersHow are conversations ordered in the inbox?
Conversations are ordered in a specific way in your Crisp inbox, based on their status. This helps you review and handle them more efficiently to keep things organised at all times. Let's review how the ordering system works in greater details. How are conversations natively ordered in the inbox You might have noticed different color codes in your inbox. These represent their status. Conversations are first ordered by their status (Pending, Unresolved, Resolved...), allowing you toFew readersHow to qualify, categorize, route or mark conversation as spam with the Automatic Triage feature
The Triage feature is here to help you perform qualification-related actions anytime a message is received in your Crisp inbox. You can define your own rules to silently and automatically add a segment to a conversation, mark it as spam, or use it to trigger various actions which we'll see in this article. Getting started with the Automatic Triage Once yoFew readers
Receive emails in your Crisp Inbox
Redirect emails from Gmail (G Suite) to Crisp
Crisp allows your team to redirect emails from Gmail (G Suite) to your Crisp Inbox. This is the easiest way to supercharge your email support at scale by integrating assignments, canned responses and get all the benefits of the Crisp features. Setting up forwarding in Gmail (G Suite) 1 - Retrieve your Crisp Email Navigate to app.crisp.chat Go to your Settings and head over to Workspace Settings Setup & InteFew readersRedirect emails from Outlook 365 (Microsoft Office 365) to Crisp
Crisp allows your team to redirect emails from Microsoft 365 (Office 365) to your Crisp Inbox. This is the easiest way to supercharge your email support at scale by integrating assignments, canned responses and get all the benefits of the Crisp features. Setting up forwarding in Microsoft 365 (Office 365) 1 - Retrieve your Crisp Email Navigate to app.crisp.chat Go to your Settings and head over to Workspace Settings Setup & Integrations Then scFew readers
Common questions related to the Crisp Inbox
Where can I find my Website ID?
At Crisp, each account has a unique identifier that helps to identify each inbox. The Website ID is important for a wide range of things. Here is what it is and where to find it. Everytime you create a new workspace, it has a new Website ID attributed. It is the unique identifier that is placed inside the javascript snippet that we give you for every new inbox. How to find the Website ID? Your website ID will be requesSome readersWhich file extensions and sizes can I upload to Crisp?
Crisp lets you upload files through Crisp Inbox, Campaigns and other Crisp products. For security reasons, all file types and sizes cannot be accepted. This article explains the security limits of our file upload feature. Maximum file sizes A limit is applied on the size of a file that can be upload to our systems: Default limit: 10MB CSV files limit: 10MB GIF files limit: 3MB (we may downsize the image) JPG files limit: 12MB (we may downsize the image)Some readersHow does Crisp detect user names, avatars and social profiles?
When your users chat with you from the Crisp chatbox, or send an email to Crisp, most of the time you can see a picture of them appearing in the conversation, with their full name, social biography and social profiles. It does seem like magic, but how does Crisp detect this data? When encountering a new visitor email, Crisp attempts to auto-detect user information from public sources (Google, Facebook, X, LinkedIn, etc.). This set of independent data is theFew readersHow can I delete a workspace?
You can delete your Crisp workspace in a few clicks, provided you have the workspace owner role on that workspace. |Few readersHow can I separate my chatbox in sub-sections?
If you own a large business or a large website, you may want to split your support in sub-sections, where user chat messages get routed to different support teams (eg: Sales, Product, Repairs, Contact). Crisp is built around the general conceptFew readersHow do I mention a team member?
When chatting to a customer you may need to call the attention of a team member. Type a person’s @username in your message to grab their attention. To mention a team member in a conversation, you can either: Type /note Type / + TAB key Select the "Note" option in the editor Your note will be private, invisible to your users. Only you and your team can view it. Mentioning an agent (https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2024-10-30-at-101Few readersHow can I remove an agent from my workspace?
Agents can be easily deleted from your workspace. This will automatically remove all their access to your website, as well as the ability to reply to your users. To delete an agent, you may follow those steps: Go to: https://app.crisp.chat Navigate to Settings Workspace Settings Operators in the TeamFew readersHow to configure the Spam inbox and retrieve emails?
Crisp takes email security seriously, to protect customers from spoofing, phishing attempts, and mitigate the amount of spam you can receive from suspicious senders. While Crisp automatically rejects severe spams and emails failing to comply with basic authentication protocols, it is possible to still receive emails detected as spam on a certain level. This includes: Spam of moderate/high level Emails failing DMARC check Note that emails sent from server without any SPF record or DKIM sFew readersHow can I preview my Knowledge Base articles before sharing them with my visitors?
Your Knowledge Base may contain many Knowledge Base articles and sometimes it's impossible for your operators to know exactly what's inside of them. Instead of having to open the article in another tab/window, your agent can preview it directly from inside their dashboard Crisp provides a simple way your agents can preview your article from directly inside the chat. Here's how to proceed: Navigate to the Knowledge Base section of your chat and find your desired article. AlternatFew readers