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Crisp Inbox
How to reply to your users using Crisp Inbox.
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 "Contro
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How to 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 Pro. Crisp is a really great tool to build the best customer service email management, check it out! Through our [collaborative inbox](h
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How to 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 Here is how to invite other operators Invite customer support reps to my inbox Go to your Crisp settings, then click on "Website Settings" and select "settings" related to the inbox you're in Select "Operators i
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How to 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__ Insert titles Crisp allows to crea
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Discover all Crisp Inbox features
How does Routing / Assign work?
Routing (also called Assign) can be used to assign operators to be notified for incoming messages. This helps websites 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](https://crisp.chat/
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What 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 🇩🇰 Dani
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How do Crisp Analytics work?
Crisp Analytics lets you get a big picture of how your customer support is doing. In a snap, you can get to know what you're doing right, and which things you can improve; over a selected period of time. This article explains the details of each Analytics metric that you can find in Crisp Analytics.
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How to use Shortcut replies
Available on Crisp Pro, 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 Connect to https://app.crisp.chat/settings/shortcuts/ You need to add a !bang. This bang will be a w
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How 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 do I
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How 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/-JzqEmX5
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How to create custom filters for your 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.
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How 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, s
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How to create and send an email from your shared 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 Shared 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.
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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. !
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How to 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 
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 letti
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How to use private note 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, and are added in-line within the messages. This feature is particularly h
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How to add customer data to shortcuts
Using Crisp you personalize shortcut so you can send messages such as "Hello John, How can I help you?" Which variables are available? You can use the following user variables in your messages: Full name: {{ name.full }} or {{ name.full | "Fallback Full Name" }} First name: {{ name.first }} or {{ name.first | "Fallback First Name" }} Last name: {{ name.last }} or {{ name.last | "Fallback Last Name" }} Email: {{ email }} or `{{ email | "Fallback Email"
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How to 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](/en/article/how-to-setup-the-twilio-plugi
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How to 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 righ
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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 Connect to app.crisp.chat Go to your website settings (app.crisp.chat/settings/websites/) and click integrations Go to Email Integ
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Redirect 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 Connect to app.crisp.chat Go to your website settings (app.crisp.chat/settings/websites/) and click integrations Go to Email Integration [ JPG files limit: 12MB (we may
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How 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, Twitter, LinkedIn, etc.). This set of independent data
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How can I delete a website?
You can delete your Crisp website in a few clicks, provided you have the website owner role on that website. Ensure you
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How 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 concept
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How to 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. Write a private note Start your message using /note and then mention your colleague using @username If Dinis is selected, he will be mentioned via email The message is private and not forwarded to the visitor What is
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How to find the Website ID?
At Crisp, each account has a unique identifier that helps to identify each inbox. The WebsiteID is important for a wide range of things. Here is what it is and where to find it. Everytime you create a new inbox, it has a new WebsiteID 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 WebsiteID? Your websiteID will be requested in ma
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Why do pending conversations appear first before unresolved?
Your Crisp Inbox is organized by conversation priority, to let you save time and manage your inbox with ease. Your Crisp conversations can be in 3 different states: Pending: a conversation that got no reply from operators (the user is awaiting reply) Unresolved: a conversation that is not yet resolved (and is probably ongoing or awaiting reply) Resolved: a conversation that is resolved (it was resolved by an operator)
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How can I delete an agent from my website?
Agents can be easily deleted from your website. 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 Go to your settings: click on the settings icon Click on "Websites" Pick your website Go to "Operators in the team"
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How to activate or deactivate the junk filter?
This feature filters your junks and prevent your inbox to be full of unwanted emails and spams. By default it's enabled, however, if you need to disable this feature in order to get every emails you need to deactivate the filter. To do so, please go to: Troubleshooting If you have troubles with email re
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How can I preview my Helpdesk articles before sharing them with my visitors?
Your Knowledge Base may contain many helpdesk 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 Helpdesk section of your chat and find your desired article. Alternatively, you c
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Troubleshooting issues with your Crisp Inbox
How to fix browser notifications settings
If you can't receive notification settings because of browser settings, this article is made for you! If you disabled notifications the first time Crisp requested the permission, you may have issues to enable it back. Here is the procedure for most browsers. Google Chrome Go to app.crisp.chat Click on the left of the URL input. Ensure the notifications are set to "Ask" or "Allow" 