Crisp Review

By Joren Wouters Updated on

Crisp

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

Let’s find out!

 

What is Crisp?

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 only focus on the chat side of Crisp.

 

User Interface

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

If you are going to build your chatbot flows, Crisp provides a visual flow builder:

crisp-visual-flow-builder

When you click on one of the elements in the flow builder, you can edit the content of the element:

crisp-chatbot-element

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

crisp-test-chatbot

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
  3. Save the value in the temporary field 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
  • Test chatbot
  • Interface easy to use?
  • Easy to setup a chatbot?

Chatbot elements

Crisp provides enough chatbot elements to create your chatbot flows.

They also lack some elements, such as Images/Video and Audio, which is a small disadvantage. On the other hand, it is possible to use GIFs in your chatbot flows.

But the most important elements (text and buttons) are possible with Crisp!

  • Delays
  • Images
  • Video
  • Audio
  • Attachments
  • Gallery (Horizontal list)
  • Vertical list
  • Emojis
  • Persistent Menu
  • Quick Replies
  • Buttons
  • Free text input
  • Location sharing
  • Email validation
  • Phone number validation
  • Date validation

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 fields
  • Tags
  • User segments

Messages

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

Gladly, it is possible to use conditions in your chatbot flows, which allows you to create personalized chatbot experiences for your users.

Also, it is possible to have a chatbot in multiple languages. And the best part: it is possible to easily translate messages to other languages. For every message in Crisp, you can create an immediate translation for each language you want to support:

crisp-easily-translate

  • Broadcasts
  • Sequences
  • Conditions
  • Multiple languages
  • Easy to translate

AI & NLP

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.

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

With Crisp you can put a chatbot on 6 channels:

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

Furthermore, you can send email campaigns from Crisp.

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

  • Website
  • Facebook
  • Instagram
  • Whatsapp
  • Telegram
  • SMS
  • Slack
  • Skype
  • Email

Integrations

Crisp provides a live chat integration, which is the most important integration of any software:

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 Integromat integration so you can connect with almost every software application on earth.

If that is not enough, you can also create your own webhooks with Crisp.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

Regarding marketing possibilities, it is noticeable that 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 a conversation with the user:

crisp-triggers

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

  • Facebook website widget
  • Native website widget
  • Landing pages
  • Facebook Ads
  • Facebook comments auto-reply
  • Button creator
  • Custom URLs for your chatbot

Pricing

Crisp provides a 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 per month. This plan comes with 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 and all the features of the platform:

crisp-pricing

crisp-pricing-features

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

NOTE: If you want to use Crisp for WhatsApp or SMS, you have additional costs for sending the messages to your users.

  • Free trial
  • Free plan
  • Price per month
    95
  • Monthly pricing available?
  • Money back guarantee

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
  • User input
  • User retention
  • Sent messages
  • Open rate
  • Click rate
  • Conversion rate
  • Fall back rate
  • Volunteer users
  • Custom dashboards/reports

eCommerce

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

  • Payments
  • Shopify
  • WooCommerce
  • Buy directly within the chatbot
  • Cart abandonment

Templates & Cloning

Crisp provides 3 templates that you can use to get started right away.

Unfortunately, it is not possible to create these templates yourself. Also, it is not possible to duplicate your chatbot flows and chatbot elements.

  • Templates
    3
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

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

  • A/B Testing

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
  • Documentation
  • Customer support

Conclusion

So, should you buy Crisp to create your chatbots?

Yes, you should do that.

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.

I think Crisp is especially a good chatbot builder in two cases:

  1. If you want an advanced native website widget
  2. If you want to handle customer service with a chatbot over multiple channels
crisp-review

Leave a Reply