Crisp

A free shared inbox does not include every channel or automation feature. Shared email begins on Mini, while Free includes no Hugo AI credits. Paid plans have specified AI allowances, so unlimited conversation counts should not be read as unlimited automated AI conversations.

Before a team relies on Crisp conversation history, decide who may remove it. Crisp says it keeps conversations by default, but workspace members with deletion rights can remove them from the Inbox. Owners can enable Prevent non-owner operators to remove data to restrict deletion of conversations and contacts. Test the permission with a fictional conversation and document who handles retention requests before rollout.

If a team may migrate out of Crisp, plan contact profiles and conversation history as separate exports. Crisp says contact CSV export starts on Essentials and is limited to 500,000 contacts; conversations have no native dashboard CSV and require the API or a third-party migration tool. For a large history, check API rate limits and sample both routes with non-sensitive records to compare fields and messages before assuming the result is a complete archive.

If repeat visitors should reach the same support agent, check that expectation before relying on Crisp Routing. Crisp says assignment is per conversation, so a new conversation from the same customer may go to a different agent. An assigned conversation directs notifications to its owner, while a sub-inbox determines which queue holds it. Trial a fictional returning customer and check both the assigned owner and the team queue before setting a handoff policy.

Decide where Crisp chat should appear before adding the widget across a site. Crisp's allowed-pages list shows it only on listed URLs, while blocked pages hide it on selected URLs and leave it visible elsewhere. URL matching is strict, including www versus the bare domain, and wildcards can cover groups of paths. Check plan access, then test the exact pricing, checkout, internal and localized URLs in a signed-out browser before relying on either rule.

Treat support hours and chatbox visibility as separate Crisp settings. Each operator can schedule when they appear online; Force offline or Invisible can override that schedule. Crisp has a separate Hide the chatbox if all operators are away setting for hiding the website widget when the whole team is away. Before rollout, show a signed-out visitor the staffed, after-hours and one-agent-online cases, and decide whether an away message or hidden widget is intended. Confirm the selected plan and how assignment rules respond to those presence states.

If your website needs a traditional contact page alongside Crisp chat, the Contact Form plugin embeds a form that turns a visitor's email and message into an Inbox conversation for agent replies. Crisp lists the plugin on all plans, including Free, but submissions require hCaptcha credentials and the form's domains must be allowed in plugin settings. Pilot a fictional submission on each intended domain and check the reply path before launch.

If Crisp agents need a timed follow-up, check Scheduled Messages on the selected plan before relying on the older Reminder action. Crisp lists Scheduled Messages on Essentials, Plus and Enterprise and lets an operator schedule a customer reply or private note. The planned item stays visible in the conversation and the Inbox's Scheduled filter; before send, it can be edited, rescheduled, sent immediately or deleted. At a custom time, review the Resolve after sending and Notify me options, and confirm the displayed timezone. Rehearse a harmless follow-up and check the planned queue and resolution state with the team.

Before relying on Crisp automatic routing, check Essentials or Plus access and enable Auto-assign for the workspace. Crisp says rules run from top to bottom, looking for eligible online agents in the first rule and falling through only when none is available. Put specific rules ahead of a broad fallback, then rehearse fictional new conversations with the expected agents online and offline. Review the separate stale-conversation and offline-assignee reassignment settings, and verify the assigned owner before treating a handoff as reliable.

Before using Crisp Analytics to judge support responsiveness, check which first reply the report measures. Crisp says Analytics starts on Essentials. Response Time can include an automation or human first reply, while Human First Response Time covers conversations where a person replied first. Resolving a conversation without any reply creates no response-time value. Compare harmless automation-first, human-first and no-reply cases under the same date range, timezone and filters, and confirm the selected plan's report access before setting a team target.

Before storing restricted help content in Crisp, separate drafts from published Knowledge Base articles. The current guide lists Knowledge Base on Essentials and Plus and says an unpublished article is unavailable to visitors until it is published. Crisp's password control protects the whole Knowledge Base, not individual articles; anyone with the password can open protected content. If different customer or staff groups need different article access, have authorized staff test a harmless draft and published article in a signed-out browser, then choose a separately governed resource for sensitive text. Confirm the selected plan and actual workspace settings before release.

If the team uses emailed Crisp chat transcripts, decide who should receive full conversation copies. Crisp says automatic transcripts can be sent after inactivity: a workspace Email Behaviour setting controls visitor emails, while each agent controls their own transcript emails under Account Notifications. Turning off automatic transcripts does not block a manual Send transcript action with a chosen recipient. Have authorized staff rehearse a fictional exchange and check the visitor setting, each agent's preference and the manual recipient choice before using transcripts for sensitive support content. Confirm the selected plan and actual delivery in the workspace.

When a Crisp customer emails a conversation and CCs someone, check the participant list before an agent replies. Crisp says those CC addresses can become conversation participants automatically; later outgoing email replies include participants in CC, and they are emailed even when the latest message was already read in the chat widget. Rehearse a customer-added CC with fictional recipients, then confirm which addresses an agent reply would reach and who can remove an unintended participant. Apply the team's privacy rules before sending sensitive details. No actual message was sent here.

Before relying on editing a Crisp reply, walk through a fictional typo in an agent's last sent message. Crisp says Inbox editing applies only while that last message is eligible; a delivered email cannot be edited, and WhatsApp, Instagram and Messenger do not support Crisp-side editing. Ask a representative to show which channel and delivery states expose the edit control and how the team sends a separate correction when editing is unavailable. Do not treat an edit control as a way to recall a delivered message. No customer message was sent here.

For a Crisp Inbox cleanup, ask a representative to stage a fictional group of conversations and review the selection count before using a bulk action. Crisp says Select all covers only conversations currently loaded, with at most 100 selected at once. Reply sends to every selected conversation, while Note stays internal; bulk Add data replaces an existing value under the same key. Check permissions and conversation type, then rehearse how the team separates routine assignment from delete, block, spam or customer replies before confirming. This is a no-send buyer check; no conversation or customer data was changed.

If a Crisp team uses sub-inboxes, map queue priority separately from agent assignment. Crisp says overlapping queue conditions follow sub-inbox order, so place specific conditions above a broad fallback. New conditions apply to new matching conversations; older conversations stay put until moved manually. Deleting a sub-inbox returns its conversations to the main Inbox without deleting them. Have a workspace owner review the intended queue order and access, then walk through harmless new and existing examples before rollout. Document how older cases will be moved and what happens when a queue is retired; confirm the actual workspace settings.

If a Crisp team uses Operator Teams, check access, notifications and ownership as separate effects. On Plus or Enterprise, a team can grant private sub-inbox access and serve as an Operator Routing target. Crisp says membership changes update inherited queue access and routing eligibility; leaving a team does not remove the operator's workspace account. A team mention notifies current members but does not move or assign the conversation, while routing chooses one eligible operator rather than assigning the whole team. Rehearse fictional join, leave and escalation cases with an authorized owner, then confirm who can open the queue, who receives the mention and who owns the conversation under the actual rules.

Before treating the top of a Crisp Inbox as the oldest waiting customer, check which ordering view staff use. Crisp's default groups Pending unread, Pending read, Unresolved unread, Unresolved read, then Resolved, with newest activity first inside each group. Pending means the visitor has not received an agent reply, human or automated; Unresolved starts after a reply. Longest waiting sorts by time since the conversation was last marked resolved, while Most recent sorts by the latest message regardless of status. Have authorized staff compare fictional first-reply, unread-return and backlog cases under the intended filters and permissions before setting a triage routine; the guide does not establish an SLA or actual response time.