Migration Guide for SaaS Companies
Converge Team
Part of the Crisp migration guide
SaaS-specific migration guide for moving from Crisp, covering ticket workflows and integrations.
SaaS Company Migration from Crisp
SaaS teams using Crisp typically rely on the knowledge base for documentation, Hugo AI for tier-1 deflection, and the omnichannel inbox for handling technical support. Migrating means replacing these workflows while maintaining response time SLAs.
Knowledge Base Transition
Crisp's knowledge base (Essentials+) hosts help articles that Hugo AI references when answering questions. If you've built extensive documentation in Crisp's help center, this is the biggest migration task. Copy or export article content (manually or via Crisp's API) and either host it separately (a standalone docs site) or repurpose key articles as FAQ entries in your chat widget. Your new platform may not have a standalone knowledge base — evaluate whether a separate docs tool (GitBook, Notion, etc.) better serves your users.
Technical Support Workflows
Recreate your support routing with your new platform's auto-routing feature (round-robin or load-balanced). Use customer tags to categorize issues by type (bug, feature request, billing, onboarding) — replacing Crisp's segment-based filtering. If you used Crisp's assignment rules to route conversations to specific agents based on expertise, configure equivalent routing rules.
Hugo AIAgent-Assisted AI
SaaS teams often use Hugo AI to deflect common questions: "How do I reset my password?", "What's your pricing?", "How do I cancel?" The shift from autonomous AI (Hugo handles the full conversation) to agent-assisted AI (suggestions that agents review and send) means your team will be more involved in every conversation. The upside: agents can catch nuance that Hugo misses. The adjustment period is typically 3–5 days for teams accustomed to high AI deflection rates.
API and Webhook Considerations
If your SaaS product integrates with Crisp's REST API (sending events, updating conversations, syncing user data via the JavaScript SDK or server-side libraries), these integrations need to be rebuilt against your new platform's API. Document all API touchpoints: webhook URLs, event subscriptions, and any custom plugins. Most messaging platforms offer REST APIs with similar capabilities, but endpoint structures and authentication methods will differ.
SLA and Response Time Tracking
Crisp's analytics (Essentials+) track response times and conversation metrics. Your new platform should offer equivalent SLA policies with per-priority targets, business-hours-aware tracking, and breach notifications. Set up SLA rules early in the migration — before you start routing real conversations — so you have tracking from day one.
Developer tip: If you use Crisp's JavaScript SDK (window.$crisp) to pass user data, session information, or custom events from your SaaS app to the chat widget, you'll need to replace these calls with your new platform's equivalent SDK methods.
Need the full migration guide?
This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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