September 2026 - Product Update
Discover the new Knowledge Base editor, benchmark your AI support performance, track how often Hugo escalates conversations, and more. Discover the latest features and improvements released by the Crisp team in September 2026.
New Features
Discover the new Knowledge Base editor 📚
The Knowledge Base editor has been completely redesigned with faster navigation, folder-based content organization, drag-and-drop reordering, and version history with rollback. Managing large help centers is now faster and easier.
Explore the new Knowledge Base →
Benchmark your AI support performance 📊
Analytics now includes a Key AI Support Metrics dashboard with the essential AI and human support metrics you need to compare your performance with Crisp’s State of AI Customer Support study.
Track how often Hugo escalates conversations 📈
Hugo Analytics now includes an Escalation Rate metric to show how much of your support still requires human intervention. Follow its evolution over time to understand whether Hugo is becoming more autonomous.
Share Analytics dashboards with your team 🤝
Analytics dashboards can now be shared across your workspace, so operators can view and edit the same reports together. Dashboards are also backed up and synced across devices.
Jump through conversations by date 📅
You can now jump directly to today, yesterday, last week, the beginning, or any specific date in a conversation. This makes it much faster to find past messages and review long customer threads without endless scrolling.
Manage Amazon customer messages from Crisp 🛒
The new Amazon Messages integration syncs buyer-seller conversations with your Crisp Inbox, so your team can reply from one place while keeping the related Amazon order context.
Bring the full Crisp experience to iOS 📱
The new iOS SDK 3.0 has been rebuilt with a lighter footprint and the same Crisp chatbox experience as the web. It stays aligned with the latest Widget features and supports audio and video calls without extra dependencies.
Bug fixes & improvements 💪🏼
AI & Automation
Reliable AI budget limits
Per-conversation AI budgets are now enforced before each AI step, preventing overspend and escalating conversations when the limit is reached.
More reliable website crawling
Website crawling now shows clearer crawl health, flags broken filters, supports filter exceptions, and helps recover missing pages.
Latest OpenAI models in Hugo
Hugo now supports GPT-6.1, while older GPT-5.6 models have been retired except GPT-5.6 Terra.
Images in Hugo responses
Hugo can now include relevant images in its responses when visual context helps answer a customer question.
More AI models in Hugo
Hugo now supports Gemini 3.8 Flash, expanding the available model options in AI Agent.
Analytics & Reporting
More accurate conversation funnels
Conversation funnels now count each conversation once by its final outcome and show the full journey from entry to resolution.
Contacts & Data
Faster, more complete CSV imports
Contact CSV imports are now around twice as fast and restore notepad content plus all exported person and company properties.
Larger contact CSV exports
Contact CSV exports now support up to 500,000 contacts, up from 200,000.
Workspace & Administration
Preferences synced across devices
Workspace preferences now follow users across devices, restoring Inbox, Analytics, Contacts, drafts, and interface settings after signing in.
Clearer billing and limits
Monthly plans now support paid limits up to 3× the plan price, with clearer billing details and yearly billing required beyond that threshold.
Widget & Customer Experience
Smarter email detection
The Widget now detects email addresses shared in messages and asks visitors to confirm them for future replies.
Better RTL message support
Widget messages now automatically adapt to right-to-left text when visitors write in languages such as Arabic or Hebrew.
Apps & SDKs
Improved iOS app experience
The iOS app now supports team mentions, LiveTranslate streaming, and Assigned to me across all inboxes, with improved stability.
Smoother desktop app experience
Windows and macOS apps now include the latest Crisp features, while macOS adds haptic feedback and faster workspace switching from the Dock.
Helpdesk Updates 📚
New articles
Improve Hugo knowledge with AI Suggestions
This new guide explains how AI Suggestions analyzes customer conversations to identify missing, outdated, or incomplete support knowledge and turn it into concrete improvements to review.
Read the AI Suggestions guide →
Share Analytics dashboards with your team
This new guide explains how to share Analytics dashboards with your workspace so teammates can view and edit the same reporting setup.
Read the dashboard sharing guide →
Updated articles
Reduce Hugo AI Agent costs with a new video guide
This updated guide now includes a step-by-step video showing how to reduce Hugo AI Agent costs while keeping customer support quality high.
Watch the cost optimization guide →
Use Hugo Analytics to improve AI performance
This guide now covers the new Escalation Rate metric alongside conversation funnels, workflow heatmaps, topics, and real conversation analysis.
Read the Hugo Analytics guide →
Compare your AI support metrics with Crisp’s benchmark
This updated guide explains how to use the Key AI Support Metrics dashboard to track AI and human support metrics and compare them with Crisp’s 2026 benchmark.
Read the dashboard guide →
Manage WhatsApp Business with updated setup and pricing
This updated guide covers the simplified WhatsApp connection flow, adding new phone numbers, and Meta’s updated pricing, effective October 1, 2026.
Read the WhatsApp Business guide →
Install Crisp on Next.js with a new video guide
This updated guide covers Next.js setup with the Web SDK for both App Router and Pages Router, with a new step-by-step video walkthrough.
Watch the Next.js walkthrough →
Product Webinar 👩🏫
How to Handle End-of-Year Support Spikes with AI
On October 20, 2026
Learn how to prepare your support team for end-of-year demand, absorb higher conversation volumes with AI, and keep service quality high during peak periods.
Save my spot →
How to Continuously Improve Your AI Support Performance
On November 17, 2026
Learn how to identify where your AI support falls short, understand why, and continuously improve performance with Analytics, Observability, and AI Suggestions.
Save my spot →
Turn a Year of Customer Conversations Into Actionable Insights with AI
On December 15, 2026
See how to analyze a year of customer conversations with AI, uncover patterns you might otherwise miss, and turn them into actionable insights for 2027.
Save my spot →
How to Build a Modern AI Customer Support Stack in 2027
On January 19, 2027
Learn how to combine AI, customer data, automation, and support tools into a modern stack that works together and scales with your team.
Save my spot →
Summer 2026 - Product Update
Meet the refreshed Crisp experience, Understand how Artificial Intelligence handles every conversation, Build reusable teams across your workspace, and more. Discover the latest features and improvements released by the Crisp team in Summer 2026.
Best 9 helpdesk software and ticketing systems for 2026
Need help to choose your next helpdesk with a ticketing tool for 2026? We've gathered a guide that gives you everything you need to convince your C-levels.
Team workload management for support: how to balance the queue without burning anyone out
Ticket count hides real workload. Here's how to measure effort instead of count, route with capacity in mind, and stop burning out your best agents.
