How to Undo the Hugo Agent Migration

We know that testing a new AI agent in production can sometimes surface unexpected behavior. If Hugo doesn’t behave as expected after migration, you can safely revert to your previous setup.

This rollback is temporary and designed to help you test Hugo with confidence.

Important Note About Migration

While rolling back is possible today, *migration to Hugo will eventually be mandatory*.

The legacy system will *no longer be maintained* in the future. However, this migration does *not remove any capabilities*:

• All existing features are *1-to-1 replaced* by *Hugo Workflows*
• No functionality is lost
• Works strictly as before
• The goal is a single, more powerful and future-proof system

Rolling back is simply a way to unblock you while we help fine-tune your setup.

1. Make Sure Hugo Was Properly Tested

Before requesting a rollback, please verify that Hugo was tested in real conditions:

• Test the chatbot *directly from your live website*,

*or*

• In the Hugo Playground, switch *Compatibility Mode* to *“Test with Chatbot”*

This ensures behavior matches what real visitors experience.

2. Confirm the Issue Persists

If Hugo still behaves incorrectly after proper testing (unexpected replies, routing issues, missing behavior, etc.), you can proceed.

3. Export Your Hugo Workflows

To avoid losing any configuration:

• Export all *Hugo workflows* from app.crisp.chat -> AI Agent -> Workflows -> Top Right Menu -> Export all workflows

This will help understand your setup setup fix problems.

4. Contact Customer Support

Reach out to *Crisp Customer Support* directly from crisp.chat

Please include:

• What is not working
• What you expected instead

Clear explanations help us fix issues faster and prevent them from reoccurring.

Our team will assist you with the rollback.

5. Roll Back Temporarily (few weeks)

Once reviewed, our team will provide a step-by-step rollback procedure:

⏱️ Takes around 5 minutes

Restores your previous system

No impact on your existing data or conversations

Bijgewerkt op: 12/02/2026