Migrating from Crisp to Svellyo: a checklist for one afternoon

People move to Svellyo from Crisp for a reason that is easy to state: they run more than one product and the per-seat, per-site bill stopped making sense. The move itself is small, but there is an order to it that avoids a gap where visitors see no chat at all, or two widgets at once, and there are a few things that do not carry over which you should decide about before you start.

This is the checklist. Budget an afternoon for two or three products. Nothing here requires a developer beyond editing a script tag.

Before you start: what carries over and what does not

Carries over easily

• Help center articles. Paste them in; Markdown and rich text both convert.
• Widget branding: colour, position, team name, welcome message.
• Business hours and away messages.
• Team members. Invite them; seats are included.
• Canned responses. Recreate them with / shortcuts.
• Allowed domains.

Does not carry over, by design

• Conversation history. Old chats stay in Crisp. Export them there if you need them for records. New conversations start in Svellyo. In practice, almost nobody has asked to migrate history, because support threads are short-lived; but decide now so it does not surprise you later.
• Contacts as a list. Contacts in Svellyo are created when people are identified through the widget or write in, not imported. If your app calls identify(), your users repopulate on their next visit.
• Campaigns, email sequences and the CRM. Svellyo does not have these. If you rely on them, keep the tool that does them and use Svellyo for chat, or move them to an email tool.

If the second list is a problem, stop here. Svellyo is a chat widget, an AI agent and a help center, deliberately, and it is better to know that before an afternoon of work than after.

Step 1: create workspaces, one per product

Sign up, create the first workspace during onboarding, and add the rest from the workspace switcher. Name each after the product and set its primary domain. Every workspace gets its own ws_ id on the Installation page; note them.

Under Settings, General, add each site's domains to Allowed origins. Include staging and localhost if you want to test there.

Step 2: move the knowledge base first

Do this before the widget goes live, so the AI has something to answer from on day one.

In Crisp, open each help center article, copy its content, and paste it into a new Svellyo article. The editor converts Markdown and rich text on paste, including headings, lists, code and tables. Keep the titles. Group into collections that mirror your old categories, or take the opportunity to reorganise around the questions people actually ask.

Set articles that customers should see to Public + AI and anything internal to AI only. If your docs live on a public site, add it as a website source too and let the crawler pick up the rest.

Then open Settings, AI, write three or four sentences of instructions, and use the test chat to ask your ten most common questions. Adjust the confidence threshold until it hands off on the ones it should not answer.

Step 3: match the widget's look and behaviour

Under Settings, Widget, set the accent colour, position, team name, welcome title and message to match what your visitors already see. Choose a theme. Upload your logo and an avatar. The live preview shows the result as you type.

Recreate business hours under Settings, Hours, and your away message under the widget's Messages section. Add your suggested questions if you had them. Set "Hide on these pages" for any admin or checkout routes where the old widget was suppressed with code.

Step 4: enable the help center and redirect

Under Knowledge base, Help center, enable the site. It lives at help.svellyo.com/your-slug immediately. On Pro and Scale, add your own domain: create the CNAME record shown, click Verify.

If your old help center was on a subdomain like help.yourproduct.com and you are moving that domain over, do the DNS change last, after the articles are published, so there is no window where the subdomain points at an empty site. If article slugs changed, add redirects from the old URLs at your DNS or hosting layer; Svellyo's article URLs are /a/<slug>.

Step 5: install alongside, then remove

Add the Svellyo snippet next to the Crisp snippet on each site. Both widgets will show for a few minutes; that is fine, you are the only one who should be looking. Confirm the Svellyo launcher appears, send yourself a message, see it in the inbox, reply, see the reply in the widget.

Then remove the Crisp snippet. For a script-tag install this is one line. For React and Next.js, replace the Crisp component with <SvellyoWidget workspaceId="ws_…" /> in the root layout. If your app identifies users, move that call over at the same time: Svellyo("identify", { userId, email, name }), and turn on verified identity with a server-side hash once it works.

Deploy. Check each site once more. Done for that product; repeat for the others.

Step 6: recreate the team's habits

Invite teammates under Settings, Team. Each person sets their own notifications under Settings, Notifications: email for new and escalated chats, the inbox chime, and the weekly digest. Connect Slack or Discord under Settings, Integrations if you used Crisp's Slack integration; it is an incoming webhook, two minutes.

Recreate canned responses under Settings, Canned responses. Shortcuts work with / in the composer. Tags are created on the fly from any conversation.

Step 7: cancel the old plan

Give it a week with both accounts existing and the old widget removed, in case someone left a message in Crisp at the last moment. Then cancel there. Export conversation history first if you want it; there is no import into Svellyo, so keep the export somewhere safe.

A note on what changes for visitors

Returning visitors will not see their old conversations; they start fresh. If you identify users, they will see their name in the widget on the first visit. The AI will answer immediately from the articles you moved. In our experience nobody notices the tool changed unless the colour did, which is a good sign for both tools.

Total time, for reference

For three products with about twenty help articles each: workspaces and domains, fifteen minutes; articles, an hour and a half including the AI test; widget settings, twenty minutes per product; installs and verification, thirty minutes total; team and integrations, fifteen minutes. Under four hours, most of it pasting articles, and that part improves the articles while you do it.

The short version

Workspaces first, knowledge base second, widget look third, help center fourth, then install alongside and remove, then the team's notifications and shortcuts, then cancel a week later. History stays behind; contacts rebuild through identify; campaigns and CRM need another tool. One afternoon, and the seat maths goes away.