Can you trust the numbers in Crisp?
Crisp is a customer support and messaging platform that uses AI to help a team answer customer inquiries. Its own help pages give 4 reasons its numbers can look different from what you expect. The first to rule out: Your total conversation count can run higher than the number of customers who wrote in, because Crisp, as its help pages say, can count a reopened conversation a second time.
What does Crisp keep track of?
Crisp keeps reports on conversations, website visitors, help articles and contacts in one analytics area.
In Crisp's own words:
Analytics is split into categories such as Messaging, Visitors, Knowledge Base, Contacts, Status Page, and Dashboard.
Getting started with the Crisp Analytics, read 2026-11-12.Crisp keeps how fast your team answers customers, and can break that time down by day, by person or by channel.
In Crisp's own words:
For example, you can compare average response time by day, by operator, by channel, or only during office hours.
How to build custom dashboards in Crisp Analytics, read 2026-11-12.
What can make Crisp's numbers look wrong?
Your total conversation count can run higher than the number of customers who wrote in, because Crisp, as its help pages say, can count a reopened conversation a second time.
In Crisp's own words:
Total conversations can be counted again when a resolved conversation is reopened.
Getting started with the Crisp Analytics, read 2026-11-12.A conversation you deleted can still show up in some Crisp reports, while one you marked as spam does not, as its help pages say, so two reports can give different totals.
In Crisp's own words:
Deleted conversations may still be counted in some reports, while conversations marked as spam are not included.
Getting started with the Crisp Analytics, read 2026-11-12.Message counts in Crisp can look lower than the activity you see in a conversation, because, as its help pages explain, notes, reminders and system messages are left out.
In Crisp's own words:
Private notes, reminders, and system messages are not counted as conversation messages.
Getting started with the Crisp Analytics, read 2026-11-12.Two people on the same Crisp team can be looking at different dashboards, since each custom dashboard belongs only to the person who made it, as its help pages say.
In Crisp's own words:
Dashboards are private to the agent who created them.
How to build custom dashboards in Crisp Analytics, read 2026-11-12.
How do I check Crisp's numbers myself?
Setting the date range and your own time zone in Crisp makes its daily figures line up with the days you work.
In Crisp's own words:
Use Time Period to select the period you want to analyze, and Timezone to align reports with your local time.
Getting started with the Crisp Analytics, read 2026-11-12.An owner can download many Crisp reports as a spreadsheet file and recount the rows.
In Crisp's own words:
Many reports can also be exported as CSV from the report action menu.
Getting started with the Crisp Analytics, read 2026-11-12.Filtering a Crisp chart down to one group of conversations makes it easier to see which part of a total looks off.
In Crisp's own words:
Filters help you focus a chart on a specific subset of conversations.
How to build custom dashboards in Crisp Analytics, read 2026-11-12.
How does Crisp work with Feder?
Connect Crisp to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Crisp.
When you connect Crisp, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Other apps that feed Experience
Questions owners ask about Crisp
- Why am I getting fewer customer ratings in Crisp?Email conversations are not sent the same automatic rating email as chats, so a shift toward email can mean fewer ratings.
- Why did my Crisp conversation and message counts suddenly jump?Message totals include files and messages sent by automations, so a new automation or more file sharing can raise the count.
- Why did my response time suddenly change in Crisp?Replies from automations and AI count as responses, so response time can fall when more conversations get an automatic first reply.
Where do these answers come from?
Everything this page says about Crisp comes from Crisp's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.
Know the day a number breaks, not the month after.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.