Crisp is a messaging and customer support tool: your teams handle customer conversations from a shared inbox. By connecting Crisp to WAX, you reply to your WhatsApp and RCS conversations directly from Crisp: as soon as a customer needs a human, the conversation shows up in your usual Crisp inbox, your agents reply without switching tools, and the customer gets the answer on WhatsApp or RCS, depending on the channel they use.
Before you start: what you need to know
Crisp account: an active Crisp account, with the rights to install a plugin, and a Crisp plan that supports plugins / API access.
WAX rights: admin rights on your WAX workspace, to access the integration settings.
Conversations sent to Crisp: WAX only opens a conversation in Crisp when a customer needs a human reply. Exchanges handled automatically by WAX don't create a conversation in Crisp (see below).
Step 1️⃣: Connect your Crisp account
In WAX, go to Settings > Integrations > Crisp.
Click Enable Crisp.
Authorize the WAX plugin from your Crisp account.
The connection happens automatically once you've authorized it: the integration status changes from Not connected to Connected on the WAX page.
How do conversations show up in Crisp?
WAX opens a conversation in Crisp only when a customer needs a human reply, keeps both tools in sync during the exchange, and closes the conversation on both sides once it's resolved.
Which conversations are sent?
Without the AI Agent: when a customer writes to you, the conversation becomes Unresolved in WAX and a conversation opens in Crisp for your agents to handle.
With the AI Agent: the AI replies to your customers first. Only the conversations it escalates (see below) show up in Crisp.
In both cases, WAX copies the ongoing exchange with the customer into Crisp, so your agent has the context.
From WAX to Crisp
A Crisp conversation is created for the customer, with their name, phone number and email (if available).
Messages are copied over: the customer's messages appear as regular chat messages, and replies sent from WAX appear as internal notes (so the customer doesn't receive a duplicate from Crisp).
Attachments are copied over (images, files, voice messages), with their name and type.
From Crisp to WAX
A text reply typed by an agent in Crisp is sent to the customer on WhatsApp or RCS, depending on the channel they use.
Marking a Crisp conversation as resolved closes the matching conversation in WAX (or hands it back to the AI Agent).
Nothing changes for the customer: they see a regular WhatsApp (or RCS) conversation, with no trace of Crisp.
How does the AI Agent escalate to your Crisp agent?
If the WAX AI Agent is turned on, it replies to your customers first. When it detects a situation it can't handle on its own (ambiguous request, sensitive topic, action outside its scope), it escalates the conversation to your teams. It then shows up:
in the Action needed tab of the WAX Inbox;
in Crisp, where your agent takes over and replies to the customer.
Once the request is handled, mark the conversation as resolved in Crisp: the AI Agent takes over again. You can also hand it back from WAX (Let AI agent take over button), or let it take over automatically after a set delay. See How does the AI Agent work in the Inbox?
How do I disconnect Crisp?
In Settings > Integrations > Crisp, click Uninstall integration.
Tips
Resolve your conversations in Crisp once the request is handled: they're closed in WAX, and the AI Agent (if turned on) takes over again.
Internal notes: messages sent from WAX (automations, campaigns, AI…) appear as internal notes in Crisp. The customer has received them, so there's no need to send them again.
RCS and SMS: RCS replies show up like WhatsApp replies, in the same conversation. SMS replies are only visible in the WAX Inbox. See RCS / SMS and helpdesk: how does it work?