Managing Conversations
Getting started with the Crisp Inbox
Learn how the Crisp Inbox works so you can reply faster, collaborate cleanly, and stay organized from day one. The Crisp Inbox is where all your customer conversations come together. Whether you are answering live chat, email, or social messages, this guide will help you understand the core tools that matter most when you start working in Crisp. This guide is the best place to start if you want to learn the Inbox quickly: Watch the Inbox tour → a quick walkthFew readersHow to create a new conversation
You can start a new conversation from the Inbox whenever you already know who you want to contact. This is useful for proactive support, follow-ups, or any case where the conversation should start from your side instead of waiting for the customer to write first. Creating a new conversation is available on all plans. Create a conversation from the Inbox To create a conversation manually, you usually need the contact's basic identity details first. __At minimumFew readersHow to select and manage multiple conversations in the Crisp Inbox
Learn how to select multiple conversations in the Crisp Inbox and apply actions to all of them at once. Bulk actions help you manage several conversations faster from the Inbox. Instead of opening conversations one by one, you can select multiple conversations and apply the same action to all of them. This is useful when you need to clean your Inbox, resolve many conversations, assign conversations to a teammate, move conversations to another inbox, send the same update to multiple users, leFew readersHow to delete a conversation
Conversations are not deleted automatically in Crisp, but workspace members with the right permissions can remove them manually. Crisp keeps conversation history by default, which is why deletion is an explicit action. If you really need to remove a conversation, you can do it directly from the Inbox interface. Delete a conversation from the list Open Crisp, then go to the conversation list in the Inbox. ${color}[#445055](Two quick wSome readersHow to add conversation participants (CC recipients)
Conversation participants let you add extra email recipients to an ongoing conversation, much like CC in traditional email. This is useful when the person you are helping wants a colleague copied into the thread. Once participants are added, email replies from Crisp are sent to them too, so everyone can follow the same conversation without leaving the Inbox. Understand participant limits Participants are available on all plans, but the maximum number depends on theFew readersHow to send and manage chat transcripts
Chat transcripts are email copies of a conversation that can be sent automatically or manually after an exchange. Transcripts are useful when customers or agents need a record of what was discussed. Crisp can send them automatically after a conversation becomes inactive, and you can also trigger them manually when needed. Understand what a transcript is A transcript is an email that contains the content of a previous conversation. ![Example of a chat transcript emFew readers
Routing & Organization
How are conversations ordered in the inbox
The Inbox does not sort every conversation the same way. Status comes first, then recency within each status bucket. Understanding the native ordering helps teams review conversations more consistently, especially when several people work from the same queue. Crisp uses a status-first model, then orders conversations by their latest activity inside each status group. Understand the default order Conversations are first grouped by status, then ordered by their lastFew readersHow to create and manage sub-inboxes in Crisp
This article explains how to create and manage sub-inboxes to organize teams, departments, brands, and support workflows inside one Crisp workspace. Sub-inboxes help you separate conversations into dedicated queues without splitting your support operation across multiple workspaces or tools. Each sub-inbox can have its own name, members, access rules, and routing conditions. You can also search, reorder, and duplicate sub-inboxes as your support organization grows. __In this guide, you willFew readersHow to create and use Operator Teams in Crisp
This article explains how to create and use Operator Teams to organize customer support teams, manage shared inbox access, and route conversations more efficiently in Crisp. Operator Teams let you group operators by department, role, or responsibility and reuse that group across your Crisp workspace. Instead of selecting the same operators every time you configure a sub-inbox, create a routing rule, or notify a department, you can manage the team from one place. Crisp automatically reflectsFew readersHow to route and assign conversations to operators
Use Routing to assign conversations to the right agent and keep ownership clear inside the Inbox. Routing helps teams distribute conversations more cleanly as volume grows. Whether you assign conversations manually or let Crisp do it automatically, the goal is the same: make sure the right person is notified and responsible for the reply. Routing is available on Crisp Essentials and Plus. How assignment works Routing works at the conversation level. In practice,Few readersHow to categorize and route with the Automatic Triage feature
Use Automatic Triage to qualify conversations as soon as they arrive in your Inbox. Triage lets you apply rules the moment a conversation enters Crisp. You can use it to add segments, write custom data, mark messages as spam, or drop unwanted conversations before they clutter your team's queue. Automatic Triage is available on all plans and can be configured from Settings → Inbox Settings → Automatic Triage. Understand the two rule types Automatic Triage isFew readersHow to create custom filters for my conversations
Custom filters let you build your own Inbox views based on the criteria that matter to your team. When the built-in filters are not enough, custom filters help you create highly specific views of your conversations. They are useful for lead qualification, regional queues, language-based monitoring, or any operational workflow that depends on data already present in Crisp. Custom filters are available on all plans. Open the filter builder From the Inbox, open theFew readers
Collaboration & Productivity
How to use private notes
Use private notes to leave internal context inside a conversation without showing anything to the customer. Private notes are one of the simplest collaboration tools in the Crisp Inbox. They let your team store context exactly where it matters, which makes handoffs smoother and avoids losing important internal information between replies. What private notes are for A private note is an internal message added directly inside a conversation. It is visible to your teaFew readersHow to mention a team member
Mention a teammate inside a private note when you need their attention on a conversation. Mentions are a simple way to bring another agent into a conversation without showing anything to the customer. They work inside private notes, which means your message stays internal while the teammate you mention gets notified. How mentions work To mention someone, start a private note and type @ followed by their username. __You can start a private note in any of these waFew readersHow do Reminders work
Use reminders to bring a conversation back at the right time, with a note attached for you or your team. Reminders are useful when a conversation needs a follow-up later rather than right now. They let you schedule a reminder directly from the conversation, along with the note you want to receive when the reminder fires. When a reminder fires, the conversation is automatically moved back out of the resolved state so it is easier to notice and handle. ${color}[#0080dd](Schedule a reFew readersKeyboard shortcuts for your Crisp Inbox
Keyboard shortcuts help you move faster in the Inbox when you handle a lot of conversations every day. Crisp includes built-in shortcuts for search, navigation, sending, resolving, editing, and private notes. If you rely heavily on the keyboard, learning a few of these can save a lot of clicks over time. Inbox shortcuts work on the currently open conversation. In most cases, the composer needs to be focused for them to apply. Main Inbox shortcuts CONTROL referFew readers
Messaging Tools
How to edit a message once it was sent
You can edit the last message you sent from the Inbox if it is still eligible for editing. This is useful for fixing a typo, adjusting wording, or correcting a small mistake immediately after sending a message. Edit the last message you sent To edit a message: Open the conversation where you just replied. Press the UP arrow on your keyboard. The last sent message opens in edit mode. Update the text. Press ENTER to save the edited version. ![EdiFew readersHow to format Crisp messages
Use Markdown in Crisp to format replies, notes, and richer message content without leaving the Inbox. Crisp supports a lightweight Markdown syntax for day-to-day messaging. It is useful when you want your replies to be clearer, more structured, or easier to scan. Format text Bold Use **bold** for stronger emphasis. Example: **My Bold Text** Italic Use *italic* for lighter emphasis. Example: `*Italic TexFew readersHow to schedule messages in the Inbox
Learn how to schedule messages in the Crisp Inbox, manage upcoming sends, and keep track of conversations that need a follow-up. Scheduled Messages let operators prepare replies, private notes, files, and mentions that will be sent later. You can choose a preset delay or a custom time, then edit, reschedule, send, or cancel the message before it goes out. If you're new to the Inbox, start with [Getting started with the Crisp Inbox](https://help.crisp.chat/en/article/getting-started-with-the-Few readersHow to use message shortcuts and canned responses
Use message shortcuts to save your most common replies and insert them instantly from the Inbox. Shortcuts, also known as canned messages, are one of the simplest ways to speed up support work in Crisp. They help you keep replies consistent, reduce repetitive typing, and make onboarding easier for the rest of the team. Create a shortcut Go to Settings → Inbox Settings → Message Shortcuts to create and manage your shortcut library. ![Message Shortcuts settingsFew readersHow to import / export message shortcuts
Importing and exporting message shortcuts makes it easier to standardize replies across teams and workspaces. If your shortcut library is growing, CSV import and export become very useful. Exports help you back up or reuse your shortcuts elsewhere, while imports let you add many replies at once or migrate canned messages from another tool. If you are new to shortcuts, start with [How can I use Shortcut replies / Canned messages?](https://help.crisp.chat/en/article/how-can-i-use-shortcut-replFew readersHow to share and preview articles with users
Preview a knowledge base article from inside the Inbox before you send it to a customer. When your knowledge base grows, it becomes harder to remember every article perfectly. The preview feature helps agents quickly inspect an article from inside the conversation without opening a new tab, which makes it easier to share the right resource with confidence. Preview an article from the Inbox From the conversation composer, open the knowledge base picker and locate thFew readersHow to create and send an email from the inbox
Start an outbound email conversation directly from the Crisp Inbox when you need to contact a customer first. Crisp is not limited to incoming conversations. You can also create a new email conversation yourself from the Inbox, which is useful for follow-ups, manual outreach, or continuing an existing customer relationship from one shared workspace. This feature is meant for conversational email, such as one-to-one follow-ups or small recipient groups. For bulk sends, use [Campaigns](httpsFew readersHow to add a spell-checker for Crisp messages
Add a browser spell-checker to the Crisp web app so your team can catch typos and grammar mistakes before sending messages. Crisp works well with browser-based writing assistants. If you want extra help while writing replies, the easiest option is to install a spell-checker extension in the browser you use for https://app.crisp.chat. The tools below are third-party extensions. You can use any spell-checker you prefer, as long as it supports your browser and language. ${color}[#Few readersHow does video and audio chat work
Use audio and video calls to talk directly with visitors while they are active on your website. Crisp lets agents start browser-based audio or video calls from a conversation when the visitor is online and supported by a compatible setup. This can be useful for troubleshooting, guided onboarding, or any situation where text is too slow. Audio and video calls are available from Crisp Essentials. Start a call from a conversation Calls are launched directly from thFew readersFile extensions and sizes supported with Crisp
File uploads in Crisp are limited by both file size and allowed extension type. Crisp supports uploads across the Inbox, Campaigns, and other products, but not every file type is accepted. The restrictions exist for both security and infrastructure reasons, so it is useful to check them before assuming an upload issue is a bug. Maximum file sizes Current upload limits are: Default limit → 10MB CSV files → 10MB GIF files → 3MB (images maySome readers
Inbox troubleshooting
How to troubleshoot operator network connectivity issues
Troubleshoot real-time message delivery issues in the Crisp dashboard. Crisp uses WebSockets to deliver new messages and live updates to your dashboard. If the real-time connection is blocked or unstable, Crisp may show an orange warning banner and messages may only appear after refreshing. ${color}[#0080dd](Check firewall orPopularHow to troubleshoot operator push notifications issues
Troubleshoot Crisp notification issues across email, browser, desktop, and mobile apps. Most notification problems come from conversation state, assignment rules, local app permissions, browser focus, battery-saving settings, or stale cache. Check each layer below before assuming the notification was not sent. Check how Crisp decides who to notify Crisp avoids flooding every teammate at once. Notifications are sent based on conversation state, assignment, operatorSome readersHow do to fix browser notifications issues
Restore browser notifications for Crisp when they were blocked or dismissed earlier. If browser notifications do not appear in Crisp, the issue is often the permission previously set in your browser for https://app.crisp.chat. The fix is usually just to reopen that site permission and allow notifications again. Google Chrome Open https://app.crisp.chat in Chrome, click the site controls icon next to the URL, and check the notification permission for the pagPopularHow to troubleshoot sound push notification issues
Understand why sound notifications may not play for new Crisp messages and what alternatives to enable. Most sound issues are caused by browser behavior rather than Crisp. Modern browsers often mute hidden tabs after a few minutes to save battery and prevent unwanted sounds. Browser sound limitations Browsers such as Chrome, Safari, and Firefox can mute tabs that are hidden or inactive. This can prevent a sound from playing even when a new Crisp message arrives. _Few readersHow to troubleshoot MagicBrowse issues
Troubleshoot the most common reasons MagicBrowse cannot start or render a visitor page correctly. MagicBrowse depends on the visitor session, your website assets, and the network path between Crisp, your website, and the visitor browser. Most issues come from privacy settings, local environments, restrictive security rules, or blocked WebSocket connections. Check visitor privacy settings Crisp respects visitor privacy choices. If the visitor enabled *Do Not TrackFew readersHow to troubleshoot MagicType issues
Troubleshoot cases where MagicType does not show what a visitor is typing before they send a message. MagicType depends on visitor privacy settings, network quality, and enough typed content to stream a useful preview. If one of those conditions is not met, the typing preview may stay disabled. Check Do Not Track settings Crisp respects the Do Not Track browser signal. If the visitor enabled Do Not Track, Crisp disables MagicType for that visitor to respect theFew readersWhat happens when my LiveTranslate weekly quota is reached
Understand what happens when your workspace reaches a LiveTranslate quota and how to request higher limits. LiveTranslate quotas protect the service from abuse while keeping translation usage predictable across busy inboxes. If a quota is reached, new translation requests are temporarily rejected until capacity becomes available again or your limits are increased. LiveTranslate quotas LiveTranslate quotas apply per workspace and are shared by all operators using thFew readers