How to Set Up Crisp Live Chat Workflow for the Most Basic Prospect Engagement on WordPress and How to Create a 3-Option Scenario

Ready to automate customer service with a chatbot? Learn how to set up Crisp Live Chat with your first scenario.

Introduction: What is Crisp? 

Crisp LiveChat is a free WordPress plugin that allows you to serve your customers better with an AI chatbot, whether you’re away from the computer or busy with other tasks. In addition to supporting customers when no one is available, it also allows you to create different scripts so the chatbot is equipped to handle commonly asked questions. 

Crisp can also assist by sending help articles or information about promotions. Think of it as having an FAQ, customer service line, and promoter all in one place. 

Crisp can be integrated with many different platforms as well—Shopify, Facebook, Instagram, WhatsApp, Wix, and more. 

Still looking for the right place to host your ecommerce store? Learn how to make the best choice for your business with this article: The ECommerce Road Map: How to Choose the Right ECommerce Platform Plus Our Review of 4 Popular Platforms. 

Crisp Pricing 

Crisp offers a free plan, with paid plans starting at $25 per month, and the highest tier being $95 per month. Unfortunately, many features that most businesses might be interested in, such as messenger integration, triggers, Slack integration, and more, are only available in the paid plans. However, the chatbot is still very affordable compared to its competitors. 

Try out their 14-day free trial if you’re unsure which plan is best for you—they let you choose any tier for the trial. 

LIve Chat Basic Workflow Explained 

Before we get started on the instructions on how to set up Crisp, it’ll be helpful to know a few terms. 

Triggers are actions that take place and then set off an automated chain of actions taken by the chatbot. For example, you can create a trigger that will cause the AI chatbot to send a message if a visitor clicks on a certain page. These are not available with the free plan. 

Picker messages are messages that allow a user to select from a set of options. 

Field messages allow users to fill in a given field. This can be useful if you want to gather contact information. 

Text messages are simple messages—no other action can come from a text message. This can be used for a greeting before asking visitors if they need assistance. 

Who are Crisp’s other competitors? 

With live chat software becoming so popular, there is naturally a lot of competition. Even with Crisp’s free trial and free plan, Tawk.to has managed to stay completely free for users. The service offers live chat, CRM, chat pages, ticketing, and knowledge bases so users can stay organized.

Users also say that it’s easy to use once it’s set up, and the educational resources available for it are very helpful. However, the point of having a chatbot is to enhance the customer experience with better customer service, right? Unfortunately, users have noted that notifications can be inconsistent, defeating the purpose of having the chatbot in the first place. 

Another competitor of Crisp is Tidio. Tidio is a live chat widget that is both easy to use and set up, and its plans are differentiated by offering basic live chat tools for your website, AI website live chat, and help with automation. As for pricing, they offer a free plan, mid-range plans between $29 USD/month and $59 USD/month, and a premium plan at $749 USD/month. For those price points, their customer service has been reported as excellent, with seamless integrations across various platforms. 

Intercom is another competitor of Crisp that is much more AI-focused. The service describes itself as the “only complete AI-first customer service platform,” providing AI solutions for customer service, support agents, and analytics. They do not offer a free plan, but their existing plans range from $29 USD per seat per month to $132 USD per seat per month.

These prices make it a more expensive option than the two competitors mentioned above. It comes highly recommended by its users, who say that the service is highly reliable and makes sales and customer service even easier than imaginable. 

Ultimately, the live chat service you choose will depend on your business’s needs, level of tech expertise, and budget. If Crisp is the service you’ve decided on, continue reading to see how to set up Crisp on your WordPress website. 

How Do I Set Up Crisp on WordPress? 

Setting up Crisp is really simple once you know the basics of how it works. But before we get into that, you’ll need to install the plugin on WordPress by following the steps below: 

1. Create a Crisp account. 
2. Go to the Plugins section on WordPress and install the Crisp plugin. You’ll need to activate it for the live chat feature to appear on your site. 

You may notice that the live chat does not pop up on the site unless you have triggers enabled. Continue following the instructions below to set up triggers. 

How to set up Crisp with a message trigger for your chatbot 

In order to create a trigger with Crisp, you’ll first need to either have the paid plan or start with a free trial. Then, follow the steps below – remember that you can always contact us if you need help with how to set up Crisp. 

1. Write out the basic trigger information 

•  Navigate to app.crisp.chat > Plugins (located in the sidebar) 
• Search: ‘triggers’, then click on ‘new trigger’ 
• Under ‘Configure Trigger Information’, create a name for your trigger 

2. Configure Trigger Actions 

• Click on ‘Show a message’   
• ‘Add a localized message’  
• Create your custom message in the Message Text box 
• Click on ‘Add Message’.
• *Note: You can set the language by clicking on ‘Default locale’ and selecting a specific country or leave it as the default to wherever the user is located. 

3. Set the Trigger Event (this refers to the specifications of when the trigger should activate.)

Note: If you are confused about what any of the events mean, you can simply hover over that event and it will give you a definition. 

• If you choose ‘On Pages’, you can add multiple pages for the chat to trigger. 
• Adding a delay is recommended for your chatbot. You can choose how many seconds you want to delay your message when you turn the delay on. 

4. Set the trigger behavior. 

• Decide whether you want the trigger to only activate if the website is online, or if no other trigger is used. 
• Hit the ‘Save trigger’ button. That’s it! 

On the left side of the screen, you’ll also be able to see which triggers you have active or disabled. You can check your triggers by navigating to your website. 

How to Create a Scenario 

These instructions will guide you in creating a scenario with three different options for website visitors to choose from. In building out this scenario, we hope to help you learn the basic workflow of Crisp. Note: The instructions below tell you which types of messages and blocks to choose to create your scenario.  

1: Entry Gate

2: Event Block

• User Message Matches
  • Match: ***
• Message patterns
  • *
• Message Origins
  • Negate pattens match: Disable

3: Action Block

• ” What brought you to the website? “
  • I’m looking to buy
  • I’m just browsing
  • I want to chat with your sales team
• Send a picker message
  • Default locale
• What brought you to the website?
  • Add your buttons
  • I’m looking to buy
  • I’m just browsing
  • I want to chat with your sales team
• Message options
  • Require a selection to continue

Option 1: I am looking to buy 

1: Event Block (red) 

• Button/Input Action 
  • Button: I’m looking to buy 
• If a user action occurs on a message, i.e. button clicked 
  • Message Action 
    • Button Clicked 
• Match 
  • I’m looking to buy 
• Memorized value 
  • Off 

2: Action Block (Blue Sky) 

• ” That’s good to hear! “ 
• Send a text message 
  • Default locale 
    • That’s good to hear! 

3: Action Block  

• Add Session Segment 
  • Segment: “qualified lead” 
• Add a segment, or multiple segments to the session 
  • qualified lead 

4: Action Block (Blue) 

• Add Session Segment 
  • Segment: “qualified lead” 
• Add a segment, or multiple segments to the session 
  • Qualified lead 

5: Action Block (Blue) 

• ” What your company name? “ 
  • FILLABLE 
• Send a field message 
  • Default locale 
  • What’s your company name?  
• Insert Placeholder 
  • Ex: Company X 
• Message options 
  • Require a selection to continue:  YES 

6: Event Block (red) 

• Button/Input Action 
  • Field: * 
• If a user action occurs on a message, i.e. button clicked 
  • Message Action 
    • Field Fill 
  • Match *Any 
• Memorized value 
  • On 
• Memorize as… 
  • Company_name 

7: Action Block (Blue) 

• ” What your company name? “ 
  • FILLABLE 
• Send a field message 
  • Default locale 
  • What’s your company name?  
• Insert Placeholder 
  • Ex: Company X 
• Message options 
  • Require a selection to continue 

8: Event Block (Blue) 

• Button/Input Action 
  • Button: I’m looking to buy 
• If a user action occurs on a message, i.e. button clicked 
  • Message Action 
    • Button Clicked 
  • Match 
    • I’m looking to buy 
  • Memorized value 
    • Off 

Option 2: I’m just browsing 

1. Event block (red) 

• Button/Input Action 
  • Button: I’m just browsing 
• If a user action occurs on a message, i.e. button clicked 
  • Message Action 
    • Button Clicked 
  • Match 
    • I’m just browsing 
  • Memorized value 
    • Off 

2. Action block (blue) 

• Add Session Segment 
  • Segment: “disqualified lead”

3. Action block (blue)

• Send text message 
  • Default locale 
  • “Cool, I’m here if you need any help!” 

Option 3: I want to chat with your sales team 

1. Event block (red)

• If a user action occurs on a message, ie button clicked 
  • Message Action 
    • Button Clicked 
  • Match 
    • I want to chat with your sales team 
  • Memorize value: Off 

2. Action block (blue)

• Send a text message 
• Default locale 
• “Wait a moment, please. You’ll be connected with our sales team soon.” 

3. Action block (blue)

• Show your user you’re writing something. 

4. Action block (blue)

• Send a field message 
• Default locale 
• “Please leave us your email and we’ll contact you soon.” 
• Input placeholder: Ex: Brisa@gmail.com 
• Require a value to continue? On 

5. Action block (blue)

• Add session segment: “qualified lead” 

6. Action block (blue)

• Send a text message 
• Default locale 
• “Thanks for that information. Our team will be in contact with you shortly.” 

7. Action block (blue)

• Send a text message 
• Default locale 
• “If you have any questions, please send us an email at support@networkantics.com. We look forward to chatting with you soon!” 

Bonus Resources 

Having some form of customer support for your e-commerce site is crucial, but what else can you do to boost your online marketing game? Are you just getting started on your e-commerce journey and looking for guidance?

We’ve listed some of our best articles on how to choose the right e-commerce platform for different business needs, as well as how to enhance the plan you already have in place. Curious about what other improvements can be made to boost your online sales? Contact our team of experts today.

• The ECommerce Road Map: How to Choose the Right ECommerce Platform Plus Our Review of 4 Popular Platforms – The ECommerce industry is booming. Get your business in the game by learning how to choose the right ecommerce platform to serve you.
• How to Choose the Best Ecommerce Platform for Selling Services – Thinking about selling your business’s services through your site?  Fully understand your options in order to make the best choice for your business.
• Find the Best eCommerce Development Support Options for Your Business with 6 Real World Examples – Set yourself up for success with online sales. Demystify online selling with this article on ecommerce development support.
• Configio Ecommerce API Integration Support: How We Combined the Benefits of ECommerce and a Marketing CRM Into 1 Powerful Integration – Online shops are nothing without good marketing. In this article, discover how we changed the ecommerce game with our Configio ecommerce API integration support team.

How to Set Up Crisp Live Chat Workflow for the Most Basic Prospect Engagement on WordPress and How to Create a 3-Option Scenario Summary

Crisp Chatbot is an affordable and user-friendly solution for any business looking to provide quality customer service and capture new leads. Even with an initial upfront cost or subscriptions, you can still save a lot by freeing up employee hours that would otherwise be spent answering simple FAQs. Ultimately, website live chat is a worthy investment that pays off exponentially. Let us know if you have any questions about getting started – our team of experts is ready to help!