Crisp
Crisp · Marketing · Chatbot
Crisp is an AI customer support platform that pulls live chat, email, and messaging apps into one shared inbox and adds a Hugo AI agent to answer routine questions for your team.
About Crisp
What Is Crisp
Crisp is a customer support platform built around a shared inbox and a website chat widget. It works as live chat software, a helpdesk, and a CRM in one, gathering conversations from your site, email, WhatsApp, Messenger, and other channels into a single place so a support team can answer everyone from one screen instead of juggling separate apps.
The company has run since 2015 as a bootstrapped, remote-first team and now serves more than 10,000 companies. Its push into AI centers on Hugo, an agent you train on your own knowledge base, help articles, and past conversations. Crisp says the setup can automate about half of incoming questions. The real number depends on how much of your support is repetitive.
The main catch is pricing and setup. There's a free plan, but most AI features sit in the higher tiers, so a small team that wants the Hugo agent has to jump to a paid plan. Training that agent well also takes effort, since its answers are only as good as the content you feed it.
Getting Started
- Sign up and create a workspace, then add the website chat widget by pasting a short snippet into your site. Mobile apps use the chat SDKs.
- Connect your other channels, such as email, WhatsApp, and Messenger, so every conversation lands in the shared inbox.
- Write knowledge base articles and answers to train the AI, or point Hugo at your existing help center and website content.
- Build a workflow for the AI agent, test it on real questions, then let it handle live chats while your team takes over the harder cases.
Product Information
A quick look at Crisp's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Small support teams
- E-commerce shops
- SaaS startups
Tasks
- Answering live chat and email in one queue
- Automating repetitive questions
- Writing help articles
Scenarios
- Running support with a remote team
- Onboarding a new agent
- Gauging team performance
Key features
Shared Inbox for Every Channel
Crisp collects chat, email, WhatsApp, Messenger, and other messaging apps into one collaborative inbox. A support team manages every conversation from a single window, and routing rules send messages to the right person automatically. That removes the habit of checking five separate apps to catch a waiting customer.
AI Agent Built on Your Content
Hugo, the Crisp AI agent, answers customer questions after you train it on your knowledge base, help articles, website pages, and past conversations. You can also import PDFs and CSVs, or write answers in a Q&A format. It works in many languages, and Crisp says a well-trained agent can handle roughly half of incoming inquiries.
Website Chat Widget
The chat widget drops onto a website with a short code snippet and lets visitors start a conversation from any page. It runs on mobile through the chat SDKs, so the same support flow reaches app users. You can match the widget to your brand and trigger it based on how people move around the site.
Workflow Automation Builder
A visual, no-code builder lets you design the steps an AI agent or chatbot follows. You connect triggers, conditions, and actions to route or resolve conversations without writing code. Crisp also ties these workflows to outside tools, which is how the agent looks up an order or updates a record mid-chat.
Knowledge Base and Help Center
Crisp includes a knowledge base for publishing help articles and building a branded help center. Customers can search answers themselves, and the same content feeds the AI agent, so articles you update get picked up automatically. The result is fewer tickets that ever reach a human.
Built-in Support CRM
Every conversation is tied to a customer profile that holds contact details and past interactions. Agents see who they're talking to and what happened before, which makes replies feel less like guesswork. You can also sync leads and customer data across your stack.
Analytics and Reporting
Crisp tracks conversational activity, customer satisfaction, and operator performance. Managers get day-by-day metrics on response times and workload, which shows where the team is stretched. Advanced tiers add custom dashboards for company-specific goals.
Pros and cons
Pros
- One inbox for chat, email, and messaging apps, so agents stop switching between tools.
- Hugo AI agent trains on your own content, including help articles, website pages, and imported files.
- Free plan with a website widget, shared inbox, and mobile apps lets a small team start at no cost.
- Public REST API and a plugin marketplace make it possible to build custom support workflows.
- Knowledge base doubles as a self-serve help center that feeds the AI at the same time.
Cons
- Most AI features, including the omnichannel inbox and the full AI agent, sit in paid tiers, so a small team pays more than the free plan suggests.
- The AI is only as good as the content you feed it, so brands without solid documentation get weaker answers.
- The flat pricing is per workspace rather than per conversation, which suits steady volume but can feel steep for a very small team that rarely uses the AI.
Frequently asked questions
Crisp is a customer support platform that combines a shared inbox, website chat widget, knowledge base, and AI agent. It pulls chat, email, and messaging channels into one place and uses AI to answer routine questions.
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