Crisp

Authenticated MCP connections let Hugo call tools that create tickets, update records and process orders in customer systems. Connections support bearer tokens or basic authentication, with optional signed requests. Sensitive tools can require an email or SMS verification code before execution. Native Shopify, PrestaShop, WooCommerce and Stripe connections supply account, order and invoice lookups; custom servers define additional actions.

Sourcedocs.crisp.chat/guides/hugo/mcp-api/quickstartread 2026-10-20

The workflow builder connects events, conditions, actions and agent blocks into branched support processes. A workflow can collect information, update customer data, call a webhook and hand the conversation to Hugo. Routing rules let Hugo enter the appropriate workflow when it detects a situation. Exit blocks can start another workflow, while proxy blocks create loops that return to an earlier part of the process.

Sourcehelp.crisp.chat/en/article/getting-started-with-workflows-hrmysbread 2026-10-20

Stored knowledge combines website pages, uploaded TXT, PDF or CSV files, and private question and answer snippets. Crisp help articles synchronize with Hugo when created or changed, and disappear from its resources when deleted or unpublished. External website content needs a manual refresh, and the crawler reads static content without executing JavaScript. Builders can filter page paths and select which resource types the agent uses.

Sourcehelp.crisp.chat/en/article/how-to-train-hugo-ai-agent-on-your-data-ijkdrlread 2026-10-20

AI Suggestions, on Plus, proposes additions, edits and removals to the knowledge Hugo uses, links each recommendation to the customer conversations behind it, and saves nothing until staff accept or reject each change. At runtime, routing and escalation settings send sensitive topics, frustrated users or unanswered questions to a human inbox, and sensitive tools can require the customer to confirm with an email or SMS code. Hugo's replies and tool calls themselves go out without a staff approval step.

Sourcehelp.crisp.chat/en/article/how-to-use-hugo-ai-suggestions-to-improve-customer-support-knowledge-ho0flfread 2026-10-20

Workspace roles split Owners, who administer sensitive settings, from Members, who work in the inbox without critical configuration access, and only an Owner can change a role. Owners can stop other operators from deleting conversations or contacts, two factor authentication can be enforced for the whole workspace, and private inbox membership limits who sees selected conversations. On compliance, Crisp states it has not been through a SOC 2 audit and describes itself as committed to aligning with ISO 27001, without a certificate, alongside encrypted transport and restricted staff access.

Sourcehelp.crisp.chat/en/article/how-to-be-legally-compliant-to-your-customers-with-crisp-1ih9v85read 2026-10-20

Hugo Observability on Plus shows a chronological trace of the actions between each customer message and answer. Expandable steps expose tool names and providers, input parameters, returned values, request and response logs, execution time and status. Traces also include searches, authentication, guardrails and workflow steps. Operators can filter failed or escalated conversations, open the original inbox thread and export one or all available traces.

Sourcehelp.crisp.chat/en/article/how-to-monitor-and-debug-hugo-ai-agent-conversations-with-observability-1q79tp1read 2026-10-20

Workflow Memory stores submitted field values under named keys for use in later messages, conditions or profile updates. API injected variables belong to the workflow run, persist across its steps and can be overwritten by memorization blocks. Hugo itself answers from the ongoing conversation and its configured knowledge resources. Details that should outlast a conversation, such as an email or a plan, are written to the contact's profile fields, which operators and workflows read later; Hugo keeps no separate store of what it learned about a customer.

Sourcehelp.crisp.chat/en/article/how-to-ask-users-for-information-and-memorize-them-with-workflows-1oaygcread 2026-10-20

A Region setting next to the model selector lets a workspace process Hugo's requests globally by default or in the European Union, where the chosen model supports it, and the model comparison table lists the hosting regions each model offers. Platform messaging data is stored in the Netherlands and plugin data in Germany. For teams that want no external model API at all, Crisp runs private model inference on its own infrastructure in Paris, managing capacity and model updates itself; nothing installs in the customer's own cloud.

Sourcehelp.crisp.chat/en/article/how-to-choose-and-configure-hugos-ai-model-1m4mm57read 2026-10-20

A library of chatbot and AI agent workflow templates covers third party data push, HTTP calls, conditional logic, website and product behavior, custom answers and automated routing, and the builder's New Workflow menu offers Template workflow beside a blank canvas and JSON import. Customers adopt a template, then add or change its event, action and condition blocks before deploying it for Hugo routing or automatic message triggers. Help center guides add worked examples such as an out of office or weekend responder that points visitors to self service resources until the team is back.

Sourcecrisp.chat/en/chatbotread 2026-10-20

Hugo automatically handles incoming conversations on the channels enabled for the workspace, including chat, email, Instagram and WhatsApp. Office hour controls restrict when the agent runs, and a separate setting governs replies after a resolved conversation reopens. Workflows can start on new messages or through server API and Chatbox SDK calls, allowing an application event to launch the process before the visitor sends a message.

Sourcehelp.crisp.chat/en/article/how-to-navigate-the-hugo-interface-and-features-h1eatvread 2026-10-20

Automatic selection picks the model for the workspace, currently OpenAI's GPT 5.6 Luna, and manual selection lets a team choose among OpenAI GPT, Anthropic Claude, Google Gemini and Mistral families or a model hosted by Crisp. A comparison table rates each option on intelligence, relative credit usage and available hosting regions, and a built in fallback switches to Crisp's hosted model when the chosen provider fails. Hugo does not accept a customer's own model API key or an arbitrary model endpoint.

Sourcehelp.crisp.chat/en/article/how-to-choose-and-configure-hugos-ai-model-1m4mm57read 2026-10-20

The REST API v1 reference covers the platform's own objects, including websites, conversations, people profiles, operators, verify settings and audit log entries, alongside an RTM API for real time events and a web hooks reference.

For the agent specifically, the Workflow API lets an authenticated backend start Hugo or a named workflow for a Crisp session; an agent trigger can carry a custom instruction and a workflow trigger accepts variables for later steps.

The Chatbox SDK starts a workflow from the customer's website, and the builder generates request snippets in Node, Python, PHP and Ruby with the workflow identifier filled in.

Sourcedocs.crisp.chat/references/rest-api/v1read 2026-10-20

The Playground under AI Agent, Evaluate tests Hugo with the current settings before a change goes live.

Its Compare model options view runs several agent variants side by side on the same customer question, each on a different model, so a team can judge answer quality, tone, speed, credit usage and source grounding before choosing the configuration for production.

The help center recommends drawing test questions from real conversations, including follow ups, complex cases and unclear requests. Comparisons are read by a person; the Playground keeps no saved test set and produces no automatic score.

Sourcehelp.crisp.chat/en/article/how-to-choose-and-configure-hugos-ai-model-1m4mm57read 2026-10-20

Widget Tools let Hugo ask the visitor's chatbox to execute a registered JavaScript function, such as opening an upgrade flow or applying a coupon. The handler runs in the customer's existing web session and returns a result to the agent. These actions depend on a developer supplied programmatic interface; Hugo has no general browser or desktop controller for navigating screens, finding buttons or operating applications without such handlers.

Sourcedocs.crisp.chat/guides/hugo/widget-toolsread 2026-10-20