Add chat and email support to your SaaS product, show account details in the Inbox, and prepare answers for setup, billing, and technical questions.

Start with a message sent from your app and answered by a teammate. Once that works, add customer identity and Custom Data, publish your recurring answers, then choose a first task for Hugo or Workflows.

Connect in-app chat and support email

Install chat where customers get stuck, such as onboarding or the billing area. Keep support email available for requests that arrive outside your app.

Connect the two channels:

1. In ⚙️ Settings → Workspace Settings → Setup & Integrations → Chatbox setup instructions, copy the installation script for the workspace that should receive requests.
2. Install the widget in your product. For a single-page application, follow the SPA guide.
3. Send a message from the app and reply from the Crisp Inbox. Confirm that it reaches the intended workspace before adding account data.
4. Open Settings → Workspace Settings → Setup & Integrations → Email, copy the incoming address, and forward your support mailbox to it. Check an incoming email, an agent reply, and the customer's reply.

Identify signed-in customers

Ask your developer to set the signed-in user's email address through the SDK. When using Web SDK email verification, send the backend-generated signature in the first email setter call.

Use Session Continuity when customers should recover their conversation across supported sessions. Clear the continuity token and reset the Crisp session on logout or expiry, before applying another account's profile.

Test account A signing out and account B signing in on the same browser. Account B must see its own identity and conversation context. For an SPA, also check a normal in-app route change.

Show account details in the Inbox

Use Custom Data for details agents need to investigate a request. Choose fields that save a question or help the agent find the right record.

Useful SaaS fields include:

• Account ID: find the customer in your internal tools.
• Plan: choose instructions that apply to the customer's subscription.
• App version: investigate a reported error.
• Product area: identify where setup or usage has stopped.

Send these values through the Web SDK or an integration. A contact import can supply a starting list, but changing values such as plan and app version need ongoing updates.

Use Segments for simple labels such as trial or enterprise. For example, a trial segment can identify customers who may need onboarding help.

Publish setup answers and organize your team

Write the answers customers need most often before automating them. Start with a setup task, a billing question, and a common error.

Publish your first answer:

1. Open Knowledge Base and create it with a name and help-center address if needed.
2. Select the intended language and click New Article. Include the requirements, actual steps, and result the customer should expect.
3. Preview and publish the article. Saving alone does not make it public.
4. Share it in a support conversation and check whether the customer can finish the task without additional instructions.

The Knowledge Base setup guide covers categories, languages, and the public site.

Use assignment to give each request an owner. Add sub-inboxes when sales, billing, or technical support needs a separate queue. Decide who handles an account-specific decision before automating its intake.

Choose a first task for Hugo or Workflows

Use Hugo for questions answered in your documentation. Use a Workflow when the request needs a fixed set of questions before a teammate can act.

For Hugo, open AI Agent → Train to review its sources. Set behavior in AI Agent → Guidance → Instructions and handoffs in Guidance → Routing. Follow the Hugo setup guide for activation and budget settings.

For a bug report, create a Workflow that collects what the customer expected, what happened, and the reproduction steps. Include the workspace ID and app version in the technical handoff so the next teammate can investigate.

Test a documented setup question and a case requiring a person in AI Agent → Evaluate → Playground. After activation, repeat the handoff in a controlled live conversation and check that the receiving teammate sees the request and account context.

Check the current plan features for the channels, Knowledge Base, and automation you want to use.

Updated on: 03/11/2026