Crisp Chat Review 2024: Features, Pros and Cons, Pricing

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By Joren Wouters Updated on

Crisp.chat is a live chat and chatbot platform for multiple channels, such as websites, Facebook Messenger, WhatsApp, Telegram, and Twitter. But should you use Crisp to create your chatbots?

Explore whether you should use it with my Crisp.chat review! I will cover the features, pros and cons, pricing and more!

Let’s dive in!

Our Verdict

Our Verdict

Crisp.chat is great for small to medium businesses who want to create an omnichannel customer support chatbot.

It has an easy-to-use visual flow builder, you can collect user data, built-in AI, easily translate your chatbot to multiple languages, publish your chatbot on 6 channels, built-in live chat, Make + Zapier integration and a advanced native website widget.

Each Crisp plan comes with a 14-day free trial and you can get started for $95/month.

Pros

  • Easy-to-use flow builder
  • Collect user data
  • Built-in AI
  • Publish chatbot on 6 channels
  • Easily translate chatbot into multiple languages
  • Live chat + Make and Zapier integration
  • Native website widget

Cons

  • Takes some time to fully understand the interface
  • Cannot send broadcasts and sequences
  • Limited marketing possibities on other channels than Website
crisp-logo
Go to Crisp
4.0
Plans cost
$25 to $95
Introductory offer
Free trial on every plan
Standout features
Flow Builder, Live Chat, Website Widget, Translation

What is Crisp Chat?

Crisp can be used to create chatbots and have a live chat on multiple channels, but it is much more than that.

With Crisp you can also:

  • Create your own help desk
  • Make complete email campaigns
  • Have video calls with chat users
  • Monitor the online status of your website

With that many features, it must be said that Crisp is mainly focused on live chat and customer service. But, by using Plugins you can add extra functionality to that. For example, if you want to add a chatbot to Crisp, you can add the “Bot” plugin. And if you want to automatically reply to questions, you can add the “Auto-Responder” plugin:

crisp-plugins

In this tutorial, I will mainly focus on the chat side of Crisp.

How to use Crisp Chat to create chatbots

When you log in at Crisp, you immediately see the latest chats of your live chat. On the left, you see a menu with:

  • Inbox – This is the live chat
  • Visitors – All visitors that are currently on your website
  • Contacts – All contacts that chatted with your chatbot
  • Campaigns – Send email campaigns
  • Helpdesk – Create your own helpdesk in Crisp
  • Plugins – To add extra functionality
  • Settings

Dashboard after you log in Crisp.chat

To get started with creatings chatbot flows in Crisp, you actually need to add it as a plugin to your Crisp account:

Adding the bot plugin to your Crisp.chat account

Once you have installed the plugin, you can get started with creating your chatbot flows, called “Scenarios”.

If you are going to build your scenarios, Crisp provides a flow builder:

crisp-visual-flow-builder

Each scenario starts with an Event (which starts the flow) and the contents of the automation (what happens if you triggered after the flow).

In your chatbot flows you can choose from several categories of elements:

  • Actions – These elements do something, such as sending a message, updating user information or searching the Helpdesk
  • Conditions – These performs “if-then” checks in your chatbot flows, so you can personalize the conversations
  • Exits – These elements forward or end the conversation. For example, you can start another chatbot flow or you can end the conversation

You can just drag and drop these elements in the flow builder. And when you want to edit one of the elements in your chatbot flow, a left-side panel opens up where you can change the content of the element:

Editing a button element in Crisp.chat flow builder

Also, you can test out your chatbot before you deploy the changes:

Test your chatbot in the flow builder of Crisp

In general, the interface of Crisp is really easy to use. But I didn’t think it was really easy to create your own chatbot, because it takes some time to fully understand the interface of Crisp.

First of all, the “Bot” feature was a little bit hidden in the interface and it took me some time to find out it was a plugin. Secondly, some simple things take a lot of elements in Crisp. For example, if you want to ask someone’s day of birth in Crisp, you need 3 elements to do that:

  1. Ask the user for their day of birth
  2. Save that value in a temporary field (called “Bot Memory” in Crisp Chat)
  3. Save the value to a custom field (where it is permanent)

crisp-interface-hard-setup

You have to figure these things out yourself basically, but once you understand it, you will quickly get the hang of it!

Visual Flow Builder
Create chatbot dialogs with a visual flow builder.
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?
Easy to use?
Is the chatbot platform easy-to-use?
Easy to setup a chatbot?
Is it easy to set up your chatbot with this chatbot platform?

Chatbot elements

Crisp provides enough chatbot elements to create your chatbot flows.

Among these elements, I think there are a few good to point out:

Update User Information: With this element, you can collect user information and store the information in Crisp.

Condition: With this element, you can perform “if-then” checks in your chatbot flows, and personalize the conversation. This is great for improving the customer experience.

Run scenario: This elements allows you to start another chatbot flow, which is great for scalability. Instead of manually copy-and-pasting duplicate content, you can easily refer them to the correct chatbot flow.

They also do lack some elements, but these are definitely no deal-breakers.

Delays
Use delays between messages in your chatbot
Images
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachments
Can you send attachments via your chatbot?
Gallery (Horizontal List)
Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
Vertical List
Show a vertical list of items inside your chatbot
Emoji's
Can you use emojis inside your chatbot?
Persistent menu
Can you add a persistent menu to your chatbot?
Quick replies
Can you add quick replies to your chatbot where users can click on?
Button
Can you add buttons to your chatbot where users can click on?
User Input
Can chatbot users freely type text to your chatbot whenever they want to?
Location Sharing
Can users share their location inside the chatbot?
Email validation
When a chatbot user gives their email, can the platform validate it's a correct email address?
Phone number validation
When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
Date validation
When a chatbot user gives a date, can the platform validate it's a correct date?

Users

In Crisp, you can see an overview of all the user that talked with your chatbot:

crisp-contacts

And you can also see all the specific information per user:

crisp-contact-information

Also, you can ask a question to the user and store the answer in a custom field. The same is true for tags, you can just apply tags to certain users (which are called “Segments” in Crisp).

Unfortunately, it is not possible to create user segments in Crisp.

Custom field
Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
Tags
Add tags to users in your chatbot flows to organize and categorize contacts.
User Segments
Can you create user segments based on custom fields and tags?

Messages

With Crisp, it is not possible to send broadcasts or sequences.

But it is possible to create a chatbot in multiple languages. And the best part: It is extremely easy to translate messages to other languages.

Basically, for each message in the flow builder, you can create a translation for each language you want to support:

Easily translate messages in the flow builder of Crisp.chat

Broadcasts
Send a message to all or a part of your chatbot users at a specific date and time
Sequences
Send messages on a pre-defined schedule with a certain time interval between those messages
Conditions
Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
Multiple languages
Is it possible to create a chatbot in multiple languages?
Easy to translate
Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

Crisp Chat AI & NLP

In Crisp, you can understand the intent of the user and automatically suggest FAQ articles when someone asks a question.

Understand intents

With the “Auto-Responder” plugin of Crisp, you can understand the intent of the user and automatically reply to it with your chatbot:

crisp-intents

Unfortunately, it is not possible to use Entities.

But Crisp solves this by providing a Dialogflow integration. There is only one drawback of that integration, you cannot understand the intent of the user with Dialogflow and respond with a Crisp chatbot flow. If you use Dialogflow to understand the intent of the user, you must also send a Dialogflow reply.

Crisp Help Desk: Automatically suggesting FAQ articles

In addition to understanding intents, you can also automatically suggest helpdesk articles when someone asks a question.

In Crisp Chat, you can simply add helpdesk articles to your account:

Helpdesk feature in Crisp.chat

And then automatically suggest these articles using in your chatbot flows with the Search Helpdesk (AI) block:

Search Helpdesk articles with AI in Crisp

I think this is great if you want to get started with AI quickly. But I think there are also two drawbacks compared to other platforms:

  1. It can only suggest articles, not automatically answer the user’s question
  2. You need to create the helpdesk articles manually in Crisp, and cannot train the chatbot on your website or PDFs
Keywords
Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents
Trigger a chatbot flow by understanding the intent of the user.
Entities
Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
Dialogflow
Does the chatbot platform provide a direct integration with Google's AI Platform?

Channels

With Crisp you can put a chatbot on 6 channels:

  • Your website
  • WhatsApp (using Twilio)
  • Telegram
  • Instagram
  • Facebook Messenger
  • SMS (using Twilio)
  • Line

Furthermore, you can send email campaigns from Crisp.

This is really good, because you can create an omnichannel chatbot experience for your users with Crisp.

Website
Can you publish your chatbot on your website?
Facebook
Can you publish your chatbot on Facebook?
Instagram
Can you publish your chatbot on Instagram?
Whatsapp
Can you publish your chatbot on WhatsApp?
Telegram
Can you publish your chatbot on Telegram?
SMS
Can you publish your chatbot on SMS?
Slack
Can you publish your chatbot on Slack?
Skype
Can you publish your chatbot on Skype?
Email
Can you publish your chatbot on email?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

Crisp Live Chat & Integrations

Crisp has a built-in live chat, which allows you to hand-over the conversation to a support agent when your chatbot doesn’t know the answer to a question:

crisp-livechat

They also have an iOS app and Android app, which allows you to respond to customer questions on the go. Moreover, they provide an integration with Slack, so you can reply to customer questions from your Slack channel.

Moreover, they provide a Zapier integration and Make (formerly Integromat) integration so you can connect with almost every software application on earth.

If that’s not enough, you can also send webhook events when something happens in your chatbot flows. You can use this to trigger custom integrations.

Livechat integration
Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
Zapier
Direct integration with Zapier, one of the largest integration platforms in the world.
Make
Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
Google sheets
Direct integration with Google Sheets, to store or retrieve data from sheets.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?

Marketing

Regarding marketing features, Crisp is mostly focused on websites.

They provide a pretty advanced native website widget that you can fully customize to the colors and branding of your website:

crisp-widget-customization

Moreover, you can also set up triggers on specific pages of your website (using the “Triggers” plugin of Crisp). With these triggers, you can initiate conversations with website visitors:

crisp-triggers

Regarding other channels, such as Facebook Messenger, there are no marketing possibilities.

Facebook website widget
Embed your chatbot as a Facebook Widget on your website.
Native website widget
Embed your chatbot as a native widget (your own branding & colors) on your website.
Landing pages
Can you create a simple landing page to drive users to your chatbot?
Facebook Ref URL
Can you create a URL that goes to a specific flow inside your Facebook chatbot?
One-Time Notification
Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Facebook Ads
Start a conversation with your chatbot when someone clicks on a Facebook Ad
Button creator
Add a button to your website to drive users to your chatbot
Custom URLs
Generate a simple URL that can be shared anywhere to send users to your chatbot

Crisp Pricing

Crisp provides a free plan and paid plans starting already at $25/month. But if you want to create a chatbot on their platform, you need to go with the Unlimited plan ($95/month).

The free plan that comes with 2 live chat agents and limited features (live chat, team inbox, mobile app and notifications).

If you want more features or live chat agents, you need to upgrade to the Pro plan, which is $25/month. This plan comes with 5,000 contacts and 4 live chat agents and more features, such as more channels (FB Messenger, Twitter, Email and Telegram), Triggers and widget customization (still no chatbot feature).

Lastly, Crisp provides the Unlimited plan, which is $95 per month and the plan you need if you want to create a chatbot with Crisp. This plan comes with unlimited live chat agents, 50,000 contacts and all the features of the platform:

Pricing plans of Crisp.Chat

Also, Crisp provides a 14-day free trial on each plan.

Free trial
Does the chatbot platform provide a free trial?
Free plan
Does the chatbot platform provide a free plan?
Price per month
What is the lowest price per month for creating a chatbot on this platform?
95
Monthly pricing available?
Is it possible to pay monthly?
Money back guarantee
Is there a money-back guarantee in case you are not satisfied with the platform?

Analytics

Crisp provides analytics on several levels: Messaging, Contacts, Rating, Campaigns, Helpdesk and Status. In this section, I will only focus on Messaging analytics.

In Crisp, you have a dashboard that shows the number of conversations, the mean response time and the number of website visitors. It also shows the conversation activity and responsiveness of support over time:

crisp-analytics
crisp-analytics-support

Unfortunately, Crisp doesn’t provide a user input dashboard that shows the questions the chatbot didn’t understand, which makes it hard to improve the answers of your chatbot.

Dashboard
Dashboard that provides general analytics of your chatbot.
Flow analytics
Can you analyze how users are going through your chatbot flows?
User input
Get the input from users that your chatbot didn't understand.
Sent messages
The number of messages that were sent by your chatbot.
Open rate
The percentage of chatbot users that opened a message inside your chatbot.
Click rate
The percentage of chatbot users that click on a button inside your chatbot.
Conversion rate
The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
Fall back rate
The percentage of interactions where the chatbot did not know an answer to a question.
Custom dashboards/reports
Can you create your own dashboard or reports?

eCommerce

Unfortunately, Crisp doesn’t provide any direct eCommerce integrations and you cannot accept payments within your chatbot.

Payments
Collect payments inside your chatbot
Shopify
Direct integration with Shopify to get products, order information and cart data.
WooCommerce
Direct integration with WooCommerce to get products, order information and cart data.
Buy directly within chatbot
Ability for chatbot users to buy products or services directly from a chatbot
Cart abandonment
Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

Templates & Cloning

Crisp provides 4 templates that you can use to get started right away.

You cannot create these templates yourself, but it is possible to export scenarios from Crisp and install these on other Crisp accounts.

Likewise, you can also duplicate your scenarios and elements in your scenarios with the click of a button.

Number of templates
How many pre-built templates does the chatbot platform provide?
4
Make template
Can you make templates yourself?
Share template
Can you share self-created templates with others?
Duplicate chatbot flows
Is it possible to duplicate chatbot flows, so you can easily reuse them?
Duplicate chatbot elements
Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

With Crisp, you cannot perform any optimization, such as A/B testing.

A/B Testing
Can you optimize your chatbot flows by performing A/B tests?

Support

Crisp provides extensive documentation with many (video) tutorials on how you can use their platform.

Moreover, they provide support via live chat and email.

Tutorials
Does the chatbot platform provide tutorials on how to use its platform?
Documentation
Does the chatbot platform provide documentation on how to use its platform?
Customer support
Does the chatbot platform provide customer support?

Conclusion

So, should you buy Crisp to create your chatbots?

Yes, you should do that.

Crisp.chat is great for small to medium businesses who want to create an omnichannel customer support chatbot.

Crisp provides an easy-to-use visual flow builder, you can save user data in custom fields, has built-in AI,  can easily translate your chatbot to multiple languages, put your chatbot on 6 channels, provides built-in live chat + mobile apps, Zapier integration and an advanced native website widget.

Go to Crisp

And if you are considering Crisp as your chatbot platform, there are also a few drawbacks to keep in mind:

  • It takes some time to fully understand the interface
  • You cannot send broadcasts and sequences
  • Limited marketing possibities on other channels than Website

Comments (2)

  1. Donna

    Hi, do you know how to process a trigger in Crisp for sending OTP after opening a conversation?

    1. Joren Wouters

      Hey Donna! What do you mean by OTP?

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