If you are still using MagicReply and good old chatbot scenarios, this guide is for you. We'll review what the benefits of migrating your setup to Hugo are, and how to easily and efficiently do so. Ready?

Hugo is a next-generation AI support agent, fully integrated with Crisp.

While conversational at its core, Hugo goes beyond answering questions. He understands customer intent and context to proactively guide users toward resolution — just like a human support agent.

Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.

By engaging proactively and providing concrete guidance, Hugo helps resolve issues faster and frees up your team to focus on complex cases.

Haven't met Hugo yet? Check out official resources

Why migrate from MagicReply chatbot scenarios to Hugo

Hugo is the AI Agent fully integrated with Crisp. Simply put, AI Agents can do much more than traditional chatbots, do it better, and do it effortlessly.

Deploying an AI Agent should be quick and easy, and this is exactly what Hugo provides.

By being fully natively integrated with Crisp, you can set it up literally in minutes without investing unnecessary energy in managing and building scenarios from scratch.

On top of that, Hugo also brings many new benefits:

• Dedicated inbox for conversations handled by Hugo → Live free of any noise while Hugo handles your conversations
• Advances escalation system→ Hugo is able to route conversations back to your agents if human intervention is required
• Stronger models, deep integrations and full customization → You have full control over Hugo's behaviour, knowledge and scope of action
• MCP integrations for Hugo to use tools and perform actions → Hugo can lookup a user profile, retrieve an order, or perform any custom action
• Monitor Hugo's impact thanks to dedicated analytics → Hugo can evaluate the topic of conversations and provide insight on how they are being handled
• Dirt cheap to use → Hugo was designed specifically for one task: handling support queries at the best level. In average, Hugo costs about $0.05 per conversation
• And much more → Hugo brings new layers of customizations, better knowledge training, the ability to start workflows and perform actions in different situations

While standard chatbot flows provide reliable ways to pre-qualify your users or give first response elements to your users, Hugo is here to actually resolve any customer request and take off a large chunk of your team's load, which is ultimately the goal for any business.

Hugo doesn't just save time, he proactively engages with your users and provide guidance to provide the best customer experience. He is there to ensure that users get an accurate response in a timely fashion and help them resume their journey on your platform more knowledgeable and confident about your products or services.

Ready to start using Hugo?

Understanding the migration process

Migrating to Hugo is much easier than it sounds, in its most basic form, you'll have almost nothing to do.

There are few key points that could help ease any concerns or questions you might have though:

• Will the migration incur downtime? → None whatsoever. When migrating, your current setup is automatically imported and continue working exactly as it currently does
• Will I begin to be charged when migrating? → Nope, your setup will continue to run as is, even if you are using MagicReply. Charges only come after activating Hugo
• What if I don't want to use Hugo? → Hugo provides many benefits, but the choice is yours, and you can still benefit from many features even without activating Hugo
• In which cases should I avoid migrating? → Absolutely none, migrating will only provide advantages. We let you go at your own pace and opt to migrate when you are ready
• Can I test it first? → Once you've migrated, your setup will work as usual, and you'll also unlock a special playground area to test Hugo at will before adopting him

TODO: Turn into a FAQ

Starting the migration process

If you were still using Chatbot scenarios and MagicReply, there are a couple of steps required before getting started with Hugo. Don't worry though, this is quickly taken care of.

To get started with the migration, simply navigate to Crisp and click ⚡️ AI Agent on the left menu.

Once inside the AI Agent menu, you'll notice that all your scenarios are now already present by default in Automate → Workflows Builder, and still working just as you had formerly configured them.

You can also find that your existing training resources were also migrated under the Train section.

The next step of the setup can be devised in two catefories, depending on your use-case:

• A. AI-centric → If your current scenarios mainly revolve around the usage of AI with MagicReply and deflecting conversations from your team
• B. Chatbot-centric → If your current scenarios mainly aim at pre-qualifying users with questions, offering them choices, categorization or routing

Still unsure about which option fits you best? Shoot us a message, we can help figuring this out with you.

A. [Recommended] Migrating from AI-centric scenarios to Hugo

This is the quickest and most straightforward way of using Hugo. If your setup already primarily revolves around the usage of AI, Hugo is able to almost entirely replace your scenario usage on his own, natively.

Hugo will automatically handle conversations and escalations for you. You essentially no longer need to use scenarios (now referred to as "workflows") for AI purposes.

✔ To complete the migration, simply follow our Getting started with Hugo AI guide.

If you had workflows dedicated to certain tasks (such as detecting certain types of requests, triggering a specific branch or workflow based on an intent...), you can simply create dedicated workflows starting with an Action block, and later create routing rules for Hugo to automatically trigger these workflows for you when he encounters these situations.

Frequently Asked Questions

*Still have some questions which were not covered above? Perhaps you'll find our answer in this FAQ.

If your question does not figure here, share it with us directly by chat, we'll be available to assist you

Which AI models does Hugo use?

Hugo actually supports several models:

• OpenAI (with GPT 5 and GPT 5.1)
• Anthropic (Claude Sonnet and Claude Haiku)
• Mistral Lage and Medium
• Google Gemini 3
• Internal Crisp model (hosted in France, for companies working under stricter internal policies and requiring safe compliance with EU regulations)

Updated on: 01/02/2026