Crisp adds new Knowledge Base editor, AI support metrics

Crisp released its September 2026 product update, redesigning the Knowledge Base editor with folder-based organization, drag-and-drop reordering, and version history with rollback. Analytics gains a Key AI Support Metrics dashboard for benchmarking against Crisp's State of AI Customer Support study, plus an Escalation Rate metric in Hugo Analytics. Dashboards can now be shared and edited across a workspace.

Crisp also added date-based navigation within conversations and an Amazon Messages integration that syncs buyer-seller conversations into the Inbox. iOS SDK 3.0 supports audio and video calls. Hugo now supports GPT-6.1 and Gemini 3.8 Flash. Contact CSV exports increase from 200,000 to 500,000 contacts.

Source: https://crisp.chat/en/blog/september-2026-crisp-product-update/