Crisp ‑ Helpdesk & AI Chatbot

Sept. 26, 2025

I’m using Crisp.AI on the Essential plan to handle customer inquiries, and I’ve noticed that the Copilot feature doesn’t work as well as it should. Previously, I used Gemini integrated with Gmail, and it consistently provided accurate answers, corrected my English grammar, and started emails in a more polite and professional way. Gemini also allowed me to introduce a custom prompt, and from there it generated a complete response. It always began with “Dear [Customer Name],” which added a personal touch. By comparison, Crisp’s MagicReply feels limited. When I use Copilot under MagicReply, it only gives me a plain answer—it doesn’t draft a full email. The “Predict” option often provides incorrect information, while the “Friendly” and “Formal” options simply rephrase my own message without adding personalization. Another drawback is how Crisp handles emails. In Gmail, it’s clear which messages are spam and which are real customers. On Crisp, they appear together, which makes management harder. Also, you can’t bulk-select and delete multiple emails—you have to open each one individually and mark it as resolved or unresolved. This is a clear UX issue, and the app would really benefit from a redesign. Another boring issue is that you cannot send images or videos to your customer if the file size is not supported, I need to see the limit is very low. The email formatation lacks the basic such as the font style and the font size. If you format your email outside, it will be completly unformated when you paste on Crisp. Also, no email search options. I previously tried Tidio and stopped using it due to the price, but I have to admit it felt more polished and better developed compared to Crisp. I am still tryng this app, but willing to give up. For a small business, it seems more work to set up it than to answer the customers using Gmail integrated with gemini.