Crisp MagicReply
Crisp MagicReply: Crisp is an AI-first customer support platform with AI agent Hugo, shared inbox, chatbot, CRM, and multichannel communication tools.
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What is Crisp MagicReply?
Crisp MagicReply: Crisp AI (also known as MagicReply) is an AI-powered virtual assistant for customer service teams that transforms how businesses support their customers. Powered by a proprietary machine learning model, Crisp AI ingests multiple data sources to train an artificial intelligence that behaves like your team while simplifying your customers' experience. The tool introduces Hugo, your brand's most efficient support teammate, that resolves tickets faster, reduces workload, automates repetitive tasks and serves customers around the clock.
Key features include the ability to connect multiple data sources to train a custom AI model: Answers Snippets (Q&A format for private content), Knowledge Base (help articles reindexed automatically), Website Crawl (content scraper for blogs and marketing sites), Conversations' history (past chats to improve AI knowledge), and File Importer (PDFs, CSVs, internal docs). The platform offers an AI-powered co-pilot for internal team assistance that is contextualized with ongoing conversations and always accessible from any conversation. Overlay is a new website search widget that offers a site search experience to visitors and helps companies get a better sense of what users are searching for through Overlay Analytics.
The MagicReply bot block includes confidence level settings to prevent AI hallucinations, custom prompts to define bot tone/behavior/personality aligned with brand voice, and AI Agents that work like the best customer service reps. The platform supports omnichannel conversational experiences powered by AI with drag-and-drop workflow building. Crisp AI is ideal for startups, small businesses, and customer service teams looking to automate repetitive questions, reduce support costs, and scale their support experience without overspending while maintaining personalized customer interactions.
The tool is enabled in minutes not months, includes system-level safeguards, and offers advanced permission management w
Crisp MagicReply pricing
Pricing model: Freemium
14 days free trial with all Crisp features, no card required. Basic Plan: Free with 2 seats, website chat widget, shared inbox, contact form, mobile applications, unlimited conversations, Shopify/WordPress integrations, unlimited chat history. Pro Plan: $25/month per workspace (€25/mo) with 4 seats, 5,000 contacts, plus chat triggers, messenger/email integration, shortcuts, Slack integration, knowledge base, chatbots, WhatsApp/Instagram integration, Zapier integration, audio/video chat. Unlimited Plan: $95/month per workspace with 20 seats, all Pro features, plus co-browsing sessions, live translation, magic browse, CRM integrations, custom branding, team inbox rules, dedicated support. All plans embed fair use of AI without per-conversation fees. Up to 30 days free trial available through advanced features configuration.
Crisp MagicReply pros
- AI trained on your own data prevents hallucinations
- Multiple data sources: Answers Snippets, Knowledge Base, Website Crawl, conversation history, file importer
- Hugo AI agent resolves tickets faster and serves customers 24/7
- AI co-pilot for internal team assistance with contextualized suggestions
- Overlay website search widget with analytics to understand user searches
- Confidence level settings prevent AI from damaging brand image
- Custom prompts define bot tone, behavior, and personality aligned with brand
- Drag-and-drop workflow building for custom AI automation
- Omnichannel support across chat, WhatsApp, Instagram, email
- Summarizes conversations to help agents resolve cases faster
- No per-conversation fees - fair AI use included in all plans
- Up to 30 days free trial with advanced features configuration
- Advanced permission management protects against AI training harm
- Enabled in minutes, not months - quick setup no installation required
- System-level safeguards ensure quality and safety
- Automatically reindexes Knowledge Base articles after each update
- Transfers conversation history from other providers seamlessly
- Reduces support costs by automating repetitive questions and deflecting tickets
Crisp MagicReply cons
- AI only responds accurately in 50% of cases without human follow-up
- Only workspace owners can launch AI training and modify data
- 100% conversation automation not achievable - some cases need humans
- Answers Snippets limited to 1000 letters per question
- Requires transferring conversation history from other providers separately
- AI may say it cannot find answer and needs team follow-up
- Paid plans required for advanced features like Overlay
- Custom branding and dedicated support only in Unlimited plan
Frequently asked questions about Crisp MagicReply
What is Crisp MagicReply?
MagicReply is the AI-powered virtual assistant by Crisp that transforms customer service. It's a virtual assistant that speaks and sounds like you do, powered by a proprietary machine learning model attached to your Crisp Workspace. It helps your team leverage artificial intelligence combined with human relationships, providing personalized, multilingual support while offering seamless collaboration between human agents and AI.
How do I train Crisp AI on my business?
Train your AI in 4 steps: Step 1 - Teach Crisp about your product or business using public and private resources you already have (website automatically browsed, PDFs imported, Knowledge Base articles written). Step 2 - Create a Workflow. Step 3 - Test & Deploy Workflow. Step 4 - Validate & Measure. You can connect multiple data sources: Answers Snippets for private content, Knowledge Base for help articles, Website Crawl for web content, conversation history, and File Importer for PDFs/CSVs.
What is Hugo AI agent?
Hugo is your brand's most efficient support teammate. Hugo resolves tickets faster, reduces workload, automates repetitive tasks, and serves customers around the clock. Hugo works like the best of your customer service reps and is powered by Crisp's state-of-the-art machine learning model that ingests multiple data sources to behave like your team.
What is Overlay?
Overlay is your new website search widget that offers a site search experience to website visitors. Through Overlay, companies leverage Crisp AI data hub to trigger a website pop-up that simplifies customers' journey. It makes sure users search before they contact you, includes an amazing Javascript SDK to embed search at key touchpoints, and provides Overlay Analytics to get a better sense of what website visitors are searching for.
How does the AI co-pilot work for internal teams?
The Crisp internal co-pilot is unbridled artificial intelligence contrary to customer-facing AI agent, making sure your teams always get the best answer while making no compromise on quality. It's contextualized with the ongoing conversation, taking advantage of both data sources and the ongoing conversation to suggest the best answer possible. The co-pilot is always accessible from any conversation - agents can trigger the internal chatbot to help resolve each case in just a click.
What confidence level settings does MagicReply have?
The MagicReply bot block comes with the ability to set a level of confidence to prevent the AI from hallucinating and damaging your brand's image. If the AI can't find the answer, it'll say it and your teams just have to follow-up. This ensures you can be confident about each answer and maintains quality control over automated responses.
How do I customize my AI agent's tone and personality?
Define your bot's tone, behavior, and personality with a custom prompt to make your AI sound like your brand. You can keep conversations aligned with your brand's voice - from casual to formal, friendly to expert. Through multiple data sources connected to your content hub, AI interactions are trained to speak and sound just like anyone in your company.
What is the accuracy of Crisp AI?
Crisp AI can respond accurately in 50% of cases without hallucinations. The new Crisp AI can automatically respond to your customers and leads using your data (website, knowledge base) and is integrable into any Crisp chatbot scenario or communication channel (widget, WhatsApp, etc.). When AI cannot find an answer, it will say it and your team follows up.
What data sources can I connect to train Crisp AI?
You can connect multiple data sources: Answers Snippets (Q&A format for private content not accessible publicly, up to 1000 letters per question, multilingual), Knowledge Base (help articles reindexed automatically after updates), Website Crawl (content scraper for blogs/marketing websites), Conversations' history (past chats as hidden gems to improve AI knowledge), and File Importer (upload PDFs, CSVs, turn internal docs into AI-ready knowledge).
How do I measure AI quality and performance?
Measure AI's quality at every step of the journey by consistently evaluating customer service interactions powered by AI to spot where your AI Agents fall down and improve them. You can modify internal knowledge or modify Chatbot's prompts to start a true data-driven strategy around AI-powered customer support experience. The Validate & Measure step in the 4-step build process helps analyze AI performance.