Crisp MagicReply
The virtual assistant for customer service enabling AI and humans to work together
Crisp MagicReply is the virtual assistant for customer service and an important addon to Crisp’s customer experience platform.
Powered by a proprietary machine learning model, Crisp’s AI model ingests your previous conversations to allow AI and humans to work together, not against each other.
It builds on the existing Crisp platform that is already used by around half a million companies to help them improve, streamline, and automate their customer support, sales, and marketing operations.
The tool is multilingual and works across channels, offering personalized answers that are taken out of your own previous conversations. It also offers automatic transcriptions and summarizations. The latter is particularly important when customer support agents start new shifts.
All in all, MagicReply is a worthy addon (or upgrade) to the Crisp platform that makes it that much better. As such, it will make life easier for existing users while helping Crisp attract even more customers.
Video Overview ▶️
What are the key features? ⭐
- Personalized answers: MagicReply will always share trustworthy answers that are taken out of your own previous conversations to make sure customer support agents are giving the best answers at the fastest pace.
- Multilingual and multichannel: Whether it is through a multichannel strategy or an international strategy, MagicReply will help customer service teams take the most out of the Crisp platform.
- Automated summarizations: MagicReply can summarize both audio and text messages, helping your customer support agents get the conversation's context faster when starting new shifts.
- Automatic transcriptions: Unable to listen to a customer's audio message? Crisp will automatically transcribe your messages to text for a faster support experience.
- Not just for customer support: In addition to assisting customer support agents across different channels, MagicReply can also help sales and marketing teams automate their sales pipelines and send targeted messages.
Who is it for? 🤔
MagicReply is made to make life easier for Crisp users, with a set of AI tools designed to streamline their operations. Beyond helping companies' customer support, it can also be used by the sales teams, offering automation of their sales pipelines - as well as by the marketing team, enabling them to send targeted messages more easily. In addition, MagicReply could also help Crisp gain new customers, with companies around the world looking to benefit from improved efficiencies the AI tech can deliver. From what we can see, it makes perfect sense for Crisp to put MagicReply front and center in its marketing messaging and score new deals.
Examples of what you can use it for 💭
- Improve your company's customer experience
- Increase efficiencies of customer support teams
- Also, get a helping hand in sales and marketing
- Deliver personalized answers to customer inquiries with ease
- Ensure great customer support across channels and in multiple languages
Pros & Cons ⚖️
- Crisp's service was already great; now it's even better
- Not just for customer support - also helps sales and marketing teams
- Personalized answers are delivered with ease
- Crisp is a huge platform, and onboarding could be daunting
FAQs 💬
What is Crisp MagicReply?
Crisp MagicReply is an AI-powered tool integrated into the Crisp customer messaging platform that automates support interactions, suggests replies, and handles queries using your business data. It acts as a virtual assistant for teams, reducing manual work while keeping responses in your brand's voice. I think it's especially useful for small businesses looking to scale without adding staff.
How does Crisp MagicReply integrate with live chat?
It embeds directly into Crisp's shared inbox and chat widget, powering omnichannel experiences across web, email, WhatsApp, and more. The AI can trigger automations, suggest answers in real-time, or take over conversations autonomously, then seamlessly hand off to human agents when needed. This setup makes transitions feel natural, though it might take some tweaking for complex flows.
What data sources can train the Crisp MagicReply model?
You can connect public resources like your website or help articles, plus private ones such as PDFs, past chats, and internal docs. It automatically browses up to 1,000 pages for context, ensuring responses stay grounded and accurate. Probably the easiest part is starting with your knowledge base, as it updates in real-time.
Can Crisp MagicReply handle multiple languages?
Yes, it supports over 100 languages through multilingual NLP, making it solid for global teams or diverse customers. Responses adapt to the user's language without extra setup, which helps avoid translation mishaps. That said, accuracy can dip slightly in less common dialects, based on user feedback.
How secure is Crisp MagicReply for customer data?
It uses EU-hosted data with built-in safeguards like confidence thresholds to prevent hallucinations and ensure privacy compliance. All training data stays within your workspace, and it doesn't share info externally. For businesses in regulated industries, this adds a layer of trust, though you should review their GDPR docs for specifics.
What are the main benefits for small businesses using Crisp MagicReply?
It automates up to 50% of repetitive queries, cuts response times to seconds, and frees agents for high-value tasks, boosting satisfaction scores. Teams report 40% workload drops, and it's quick to set up without coding. I find it empowering for startups, as it scales affordably before hiring ramps up.
How do you set up a basic Crisp MagicReply chatbot?
Log into your Crisp dashboard, go to AI Automations, create a new scenario with the MagicReply bot block, train on your data sources, test the flow, and deploy to channels. The no-code builder makes it straightforward, often in under 30 minutes for simple bots. Just remember to set confidence levels to avoid off-base answers.
Does Crisp MagicReply work offline or outside business hours?
Absolutely, it runs 24/7 across channels, handling queries instantly even when your team is off. If confidence is low, it escalates or prompts users to return later. This keeps customers happy without burnout, though peak-hour spikes might need human overrides.
What limitations does Crisp MagicReply have compared to competitors?
Its AI shines in basic automations but lacks deep learning from past conversations, and advanced features lock behind higher plans. Setup can feel manual for complex bots, and analytics are basic without add-ons. It might not suit enterprises needing heavy customization, but for SMBs, the trade-offs are minimal.
How does Crisp MagicReply measure performance and improve?
Built-in analytics track resolution rates, satisfaction, and AI accuracy, letting you refine prompts or data sources based on metrics. You can A/B test workflows and validate via user feedback loops. Over time, this data-driven tweaks make it smarter, probably cutting errors by 20-30% with regular reviews.
Last update:
December 9, 2025
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