Voice apps

Integrate a voice app with Kustomer to talk to your customers anywhere.
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  • Integrate voice with Aircall

    Aircall is a cloud-based phone system that supports customer service and sales teams. With the Aircall voice integration, you can manage your team's VOIP support in Kustomer. Aircall allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also see a record of missed calls or voicemails, and add comments to existing calls during or after they are completed.Who can access this feature?User typesAll users can install and set up this app.In this articlePrerequisitesHow does Aircall work with Kustomer?Create an API token in AircallInstall the Aircall appConfigure settings in AircallFAQPrerequisitesYou must have the following before beginning this integration:An Aircall account.The Aircall app you will use to answer calls. You can download the app for your device from your Aircall dashboard.An Aircall API key in Base64 format.How does Aircall work with Kustomer?Once you answer a customer's incoming call, the conversation is assigned to you. When you transfer a call to another agent, Kustomer will automatically reassign the conversation to that agent.When a customer calls you using Aircall, Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their existing timeline. During an inbound or an outbound call, call events are added automatically in Kustomer to mark call progress. If you miss a call, you’ll see a missed call or voice mail message, and you can add notes for active or completed calls.Create an API token in AircallAn API authorization token helps you identify which customer name stored in Kustomer is associated with the number that is calling you. This is helpful in identifying customers that might call your support center multiple times.Note: You must create this token before installing the Aircall app in Kustomer.Log in to your Aircall dashboard.Select Account and then select API Keys.Scroll to the bottom of the page and select Add an API key.Copy the api id and api token and paste them in a secure location.Encode the api id and token into Base64 format. You can use a site such as https://www.base64encode.org/ to do this.Enter the api id and token into the Encode Base64 to format box in the following format: apiid:apitoken. Make sure you do not add a space between the colon :Copy the encoded data that appears in the lower box.Copy and save the token in a secure location. You will need this information when you install the app in Kustomer.Install the Aircall appTo integrate Aircall with Kustomer, install the Aircall app from within the Kustomer App Directory.Go to Apps, search for Aircall in the App Directory, and then select Install.Enter the Aircall API key that you created earlier in the Aircall API token box.Select Install.Once the installation is complete, select Click to Copy in the table at the bottom of the page to copy the form hook URL to your clipboard. You'll need this endpoint hook URL on the Aircall site in the next step of the setup process.Migrating to Kustomer from another platform?If you are migrating to Kustomer from another platform and you currently use Aircall, you need to turn off the Aircall workflow in Kustomer until the migration is done and Kustomer is live. Not doing so will cause issues with Aircall on your current platform.Note: This step is only necessary if you are migrating to Kustomer and are still using your existing platform. If your organization is live on Kustomer, do not deactivate the workflow.Go to Settingsand select Platform > Workflows.Select the App Created tab and search for Aircall.Turn off the workflow.Once you go live on Kustomer, remember to follow these steps again to turn on the workflow so you can start connecting with customers via Aircall.Configure settings in AircallThe following steps must be done in Aircall. Log in to your Aircall Dashboard.From the left navigation bar, select Integrations.Scroll down the page to the Discover More Integrations section and select Webhook.Select Install.Enter a name for the integration and paste the hook address you copied in Kustomer in the URL box.Specify the Aircall events that will be logged into Kustomer. You want to make sure you turn off all of the Number, User, and Contact events and only leave the following Call events turned on:call.createdcall.answeredcall.hangupcall.endedcall.assignedcall.transferredSelect Save.FAQQ: Can I use the same phone number for voice and SMS with Aircall?A: Yes. It is the only provider that allows you to use the same number for SMS and voice. You must contact your Aircall Account Manager to port your phone number(s) to a sub-Twilio account (this is all behind the scenes and does not disrupt service).  They will then give Kustomer the Account Token and SID (credentials), and we will connect the Twilio account like any other Twilio SMS connection. If you need assistance with this, please contact our support team. It is the only provider that allows you to do this.Q: Why do incoming calls create extra drafts on the customer timeline?A: This can occur if too many Call events are turned on in the Aircall settings. Double-check your settings against Step 6 of the Configure settings in Aircall section to ensure you only have the 6 specified events turned on.
  • Integrate voice with Five9

    Five9 is a cloud contact center platform that allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also see a record of missed calls, and add comments to existing calls during or after they are completed.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Five9 work with Kustomer?Installing the Five9 appConfiguring Five9 with KustomerHow Five9 states sync to Kustomer statusesRouting Five9 calls to your agentsMaking and receiving callsPrerequisitesYou must have a Five9 account before beginning this integration.How does Five9 work with Kustomer?The Five9 app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call.Installing the Five9 appTo integrate Five9 with Kustomer, install the Five9 app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for Five9 in the App Directory, and then select Install.Configuring Five9 with KustomerYou can configure your region and routing settings in the Five9 settings page. These settings map Five9 states to Kustomer statuses and help properly identify whether a user is available to receive a call.To configure Five9:In Kustomer, select the Five9 widgetin the navigation bar and log in to your account.Go to Apps and select Five9 in the sidebar.Configure your region and Routing Settings.Note: Routing Settings are only available if you are signed in to Five9 through the widget.Select Save.How Five9 states sync to Kustomer statusesFive9 ready states are synced to Kustomer statuses so that the app can properly identify whether a user is available to receive a call. Once you log in to Five9 via the widget, you can finish syncing these statuses. The following table shows how Five9 ready states are synced to Kustomer statuses, by default.Five9KustomerReadyAvailableOn CallBusyForcedUnavailableSystemUnavailableTask CompletionUnavailableNot ReadyCan be customized. Available options are Unavailable, Offline, or custom.Changing your status in Five9 will change your Kustomer status and vice versa. If you do not set a custom configuration, the Five9 Not Ready state will set a user to Unavailable in Kustomer.Note: These statuses will only sync if an agent goes Available for a Voice team that has Five9 specified as an external queue.Routing Five9 calls to your agentsIn order for agents to be able to make and receive Five9 calls inside of Kustomer, they must first be added to a voice team that has the Five9 setting turned on. Go to Settingsand select Users > Teams.Create a new team, or select Edit for an existing team.Select the Routing Profile tab.If not already turned on, select the Enable Team Routing toggle.Select Five9 from the External Queues drop-down.Select Save Changes.Making and receiving callsNow, your agents can make and receive calls through Five9. Agents that are currently in an Available state while on a voice team can dial the number directly in the Five9 widget, or they can select the number while viewing a customer's details.
  • Integrate voice with Dialpad

    Dialpad is a cloud communication platform that lets you communicate with your customers wherever they are located. Inbound calls create conversations and voice messages on the customer timeline, and include a URL of the recording URL of each call.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesInstalling the Dialpad appConfiguring Dialpad with KustomerPrerequisitesBefore you begin this integration, you must have:A Dialpad account.A Dialpad API key with access to the the Recording Export scope. If you haven't set one up yet, follow the steps in Dialpad | Create an API Key.Installing the Dialpad appTo integrate Dialpad with Kustomer, install the Dialpad app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for Dialpad in the App Directory, and then select Install.Once the installation is complete, select Platform in the Settings pane and then select Inbound Webhooks.Select the Form Hooks tab and find the dialpad hook.Select for the hook and then select Copy Hook Address. Save this URL since you will need this URL when Configuring Dialpad with Kustomer.Configuring Dialpad with KustomerAfter you install the Dialpad app, you need to create the Call Events Subscription using Postman.To make the request:Open Postman.Make a PUT request to https://dialpad.com/api/v2/event-subscriptions/call/{id}whereid is the name of the subscription. We recommend naming it kustomer_integration.Select the Authorization tab.Select Bearer Token from the Type drop-down menu and enter the Dialpad API key in the Token box. The Dialpad API key will require Recording Export permissions in order for the recording link to populate.Enter the form hook URL you previously copied in the url field below and then send the request using the following payload:{ "group_calls_only": false, "url": "INSERT FORM HOOK URL FROM APP INSTALL", "call_states": [ "ringing", "calling", "connected", "voicemail", "hangup", "recording"] }Now your agents can receive calls through Dialpad. Kustomer does not offer a native dashboard widget for Dialpad, but after completing this integration, you can set up Dialpad Everywhere which offers a browser widget as illustrated below.
  • Integrate voice and chat with UJET

    Connect with customers using your UJET account to provide streamlined customer support over voice and chat channels. The UJET voice and chat channels integrate into the Kustomer timeline to allow your sales and support teams to view, search, and report on historical call and chat data.This article describes key integration features and shows you how to install and configure the UJET app in the Kustomer App Directory.You can learn more about voice channel integrations in Voice channel integrations in Kustomer.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does UJET work with Kustomer?App installation and configurationCreate a Kustomer API keyRoute UJET calls to your agentsMake and receive callsTroubleshootingPrerequisitesTo install the UJET app on your Kustomer organization, you will need the UJET subdomain for your organization. Example: <subdomain>.ujet.co.How does UJET work with Kustomer?The key features of this integration include the following:UJET call and chat access: The integration allows agents to access the UJET widget directly from Kustomer. Agents can log into UJET and accept calls and chats from their Kustomer workspace.Automatic call and chat logs: When agents receive calls through the UJET widget, Kustomer automatically creates and logs new customers and conversations. This allows agents to view, search, and report on call and chat data.Learn more about UJET integration features on the UJET website.App installation and configurationTo integrate UJET with Kustomer, install the UJET app from within the Kustomer App Directory.Go to Apps, search for UJET in the App Directory, and then select Install.Enter the subdomain of the UJET URL for your organization. Example: <subdomain>.ujet.co.Select Install.Note: A UJET subdomain can be only configured with one Kustomer instance at a time. If you plan to test UJET integration on a sandbox org, you will need to update these settings to use your production org subdomain to deploy this feature in your organization. You can update the subdomain at any time by going to Apps and select UJET in the sidebar.Create a Kustomer API keyAfter you install the app, create a Kustomer API key and add it to your UJET account.In Kustomer, go to Settingsand select Security > API Keys.Select Add API Key.Enter the following information: UJET in the name box org.admin and org.user in the Roles drop-down menuNo expiration in the Expires (in days) drop-down menu.Select Create and copy the token. You will not be able to view this token again once you close this window so be sure to save it in a secure location. You will need to paste it in the following steps.Log in to your UJET account and go to Settings > Developer Settings.Select Kustomer in the Agent Platform section and paste the Kustomer token you created in the Access Token box. Select Save Changes.Before testing this integration, you will need to force reload the page in your browser to apply and display app settings changes in Kustomer. To force reload the page in Google Chrome, you can use either Shift + Reload this page (⟳) or ⇧⌘R on macOS, and you can use either Ctrl + Reload this page (⟳) or Ctrl + F5 on Windows.Once the UJET app is configured, your team can go to Widgets on the navigation bar, and then select the appropriate voice or chat widget to log in and access their UJET voice and chat accounts in Kustomer.Note: If you already have a separate UJET Voice app or UJET Chat app installed to your Kustomer organization, you can install the UJET app and contact support@kustomer.com to remove the previous integrations from view.Route UJET calls to your agentsIn order for agents to be able to make and receive UJET calls inside of Kustomer, they must first be added to a voice team that has the UJET setting turned on. Go to Settingsand select Users > Teams.Create a new team, or select Edit  for an existing team.Select the Routing Profile tab.If not already turned on, select the Enable Team Routing toggle.Select UJET from the External Queues drop-down.Select Save Changes.Make and receive callsNow, your agents can make and receive calls through UJET. Agents that are currently in an Available state while on a voice team can dial the number directly in the UJET widget, or they can select the number while viewing a customer's details.TroubleshootingCalls threading into existing conversationsIf you don't want calls to thread into existing conversations, you can change these settings on the UJET site under Settings > Operations Management > General > CRM Record Creation Details. To avoid threading calls, uncheck Append call or chat session to latest open record in the same leaf queue.Calls stuck in the "Call in Progress" statusIf you see calls getting stuck in the status "Call in Progress" while no agent is on the call, this can be remedied on the UJET site under Settings > Operations Management > General > Flexible Accounts/Record Assignment > Customer Abandoned Details.When a call is abandoned, you can set a threshold to ignore calls under a certain time length. Uncheck these settings to prevent abandoned calls from creating a conversation in Kustomer.Unable to listen to recordingIf you cannot access a voicemail recording, try updating your browser to the latest version and clear your browser's cache and cookies.Update ChromeUpdate FirefoxClear cache and cookies on ChromeClear cache and cookies on Firefox
  • Voice channel integrations in Kustomer

    Kustomer provides a cloud-based phone system built into the Kustomer platform, as well as app integrations with several popular voice service providers and cloud contact center platforms.The Kustomer platform logs and displays VoIP calls like any other message in the platform. Voice calls are threaded into a conversation on a customer’s timeline with the channel attribute set to voice and with a phone icon to identify the conversation as a voice call.The Kustomer API can receive data posted by your external VoIP provider. This data can include key information such as wait time, IVR digits, call dispositions, and call recordings. Agents can also send follow-up emails and SMS texts or leave a note in the same conversation in Kustomer.Who can access this feature?User typesAdmins can set up these integrations.In this articleKustomer Voice integrationSupported voice app integrationsWhat if an app integration is not available for my voice provider?Kustomer Voice integrationKustomer Voice is a voice integration built right into the platform. For more information, see Integrate with Kustomer Voice.Supported voice app integrationsWe currently support app integrations with the following voice service providers:Integrate voice with 8x8Integrate voice with AircallIntegrate voice with Amazon ConnectIntegrate voice with DialpadIntegrate voice with Five9Integrate voice with RingCentralIntegrate voice with TalkdeskIntegrate voice and chat with UJETYou can browse all of our available integrations within Kustomer by going to Apps and select Explore Directory.What if an app integration is not available for my voice provider?If an app integration is not available for your voice provider, contact support@kustomer.com with the name of your voice service provider.
  • Integrate voice with RingCentral

    RingCentral is a cloud contact center platform that allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also add comments to existing calls during or after they are completed.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does RingCentral work with Kustomer?Configure a RingCentral Production account with KustomerCreate a RingCentral app using a Developer accountRoute RingCentral calls to your agentsHow RingCentral states sync to Kustomer statusesMake and receive callsPrerequisitesYou must have one of the following RingCentral accounts before beginning this integration:Production-level accountDeveloper account (optional)If using a production-level account, please see Configure a RingCentral Production account with Kustomer to continue the integration.If you are using a developer account, please see Create a RingCentral app using a Developer account.Note: This integration only supports RingCentral MVP (formerly known as Office).How does RingCentral work with Kustomer?The RingCentral app allows you to receive and make calls within Kustomer through a widget. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call.Note: The following actions are not supported in this integration and will not be recorded or shown in the customer’s timeline within the Kustomer app:Missed calls and voicemails.Records of calls answered or placed outside of Kustomer on other RingCentral apps.SMS messages received within the RingCentral app.Configure a RingCentral Production account with KustomerTo set up your RingCentral account with Kustomer, install the RingCentral app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for RingCentral in the App Directory, and then select Install.Once the installation is complete, select RingCentralin the sidebar to open the widget and log in to the app to authorize its use within Kustomer using the RingCentral production account credentials.You can now start making and receiving calls in Kustomer through RingCentral.Create a RingCentral app using a Developer accountIf you rather use a developer account to create a RingCentral app, please follow these steps.To create a RingCentral app:Log in to your RingCentral developer account and select the Console tab.Select Create your first app.Select REST API App as the app type and select Next to continue the wizard.Fill out the required fields in the App Properties section.In the Auth section:Select Client-side web appEnter https://ringcentral.github.io/ringcentral-embeddable/redirect.html in the OAuth Redirect URI field.In the Security section, select the following App Permissions:Call ControlEdit MessageEdit PresenceGlipInternal MessagesRead AccountsRead Call LogRead ContactsRead MessagesRead PresenceRing OutSMSVoIP CallingSelect Create.After you create the app, activate the sandbox account and continue the wizard. Once you meet RingCentral's graduation requirements noted on your app's dashboard, select Apply for Production to deploy the app.To configure the app with Kustomer:After the app is deployed, install the RingCentral app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for RingCentral in the App Directory, and then select Install. Select RingCentralin the sidebar to open the widget and log in to the app to authorize its use within Kustomer.Note: Agents must use the username/phone number and password as noted in the User Account Credentials to log in to the RingCentral widget in Kustomer. If your organization is using a Sandbox Environment, this is the password used when setting up the sandbox.You can now start making and receiving calls in Kustomer through RingCentral.Route RingCentral calls to your agentsIn order for agents to be able to make and receive RingCentral calls inside of Kustomer, they must first be added to a voice team that has the RingCentral setting turned on. Go to Settingsand select Users > Teams.Create a new team, or select Editfor an existing team.Select the Routing Profile tab.If not already turned on, select the Enable Team Routing toggle.Select RingCentral from the External Queues drop-down menu.Select Save Changes.How RingCentral states sync to Kustomer statusesRingCentral ready states are synced to Kustomer statuses so that the app can properly identify whether a user is available to receive a call. The following table shows how RingCentral ready states are synced to Kustomer statuses, by default.RingCentralKustomerAvailableAvailableBusyBusyInvisibleUnavailableDo Not DisturbUnavailableRingCentral does not offer bidirectional agent status sync. Changing your status in RingCentral will change your Kustomer status, but changing your status in Kustomer will not change your status in RingCentral. Note: These statuses will only sync if an agent goes Available for a Voice team that has RingCentral specified as an external queue.Make and receive callsNow, your agents can make and receive calls through RingCentral. Agents that are currently in an Available state while on a voice team can dial the number directly in the RingCentral widget, or they can select the number while viewing a customer's details.
  • Integrate voice with 8x8

    8x8 is a cloud-based phone system built to support customer service and sales teams that lets you manage your team's VOIP support in Kustomer. 8x8 allows you to record all calls made in 8x8 in Kustomer and automatically builds a customer profile. Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does 8x8 work with Kustomer?Installing the 8x8 appConfiguring 8x8 with KustomerPrerequisitesBefore you begin this integration, you must have a 8x8 account.How does 8x8 work with Kustomer?All calls made or received in 8x8 are recorded within Kustomer in the customer's timeline. Here, you will be able to see if a call is coming in, in progress, or completed, along with call details such as, phone number and the length of the call. Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their existing timeline. Installing the 8x8 appTo integrate 8x8 with Kustomer, install the 8x8 app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for 8x8 in the App Directory, and then select Install.Once the installation is complete, select Click to Copy to copy the webhook URL.  Save this URL since you will need this URL when Configuring 8x8 with Kustomer.Configuring 8x8 with KustomerThe following steps must be done in 8x8 so that you can start receiving calls in Kustomer.To add the URL:Log in to your 8x8 account and select Virtual Contact Center Config Mgr.Select Integration and then select the CRM Triggers tab.Enter the webhook URL that you copied in the Create box of both the Customer and Case section and select Save.Select the Screen Pop tab and enter the following information in the Target Attributes section:Select custom for the Target Type.Enter Kustomer in the Account box.Paste your Kustomer webhook URL in the URL box.Scroll down to the Trigger A Popup Window for inbound interactions section and select the following:When agent is offered transactionWhen agent accepts transactionWhen agent completes transactionPhoneVoice MailChatIn the Windows Properties section, select:Open new window for screenpopUse single window onlyyes for Show toolbarSelect Save.
  • Integrate voice with Talkdesk

    Talkdesk is a cloud-based call center solution that offers VoIP services that allow you to manage inbound or outbound calls via a widget and automatically build a customer profile in Kustomer. Using Kustomer and Talkdesk together lets your sales and support teams view, search, and report on historical call data within a customer’s timeline. Users can also listen to call recordings and send an email/SMS follow-up, all within the same conversation view.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Talkdesk work with Kustomer?Install the Talkdesk appCreate a Kustomer API KeyConfigure settings in TalkdeskMake and receive calls in KustomerFAQPrerequisitesYou must have a Talkdesk account to use this integration.How does Talkdesk work with Kustomer?This integration connects Talkdesk services with Kustomer, allowing your agents to make and receive calls through the Talkdesk widget from inside Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. This integration also populates a link in the Talkdesk callbar, which will take you directly to the contact’s timeline in Kustomer.Install the Talkdesk appTo integrate Talkdesk with Kustomer, install the Talkdesk app from within the Kustomer App Directory.Go to Apps , search for Talkdesk in the App Directory, and then select Install.Once the installation is complete, go to Apps> Talkdesk and add your Talkdesk subdomain. This is the first part of your Talkdesk URL that is unique to your organization. For example, you would enter kustomer if your Talkdesk URL is https://kustomer.mytalkdesk.com.Next, go to Settings > Platform > Inbound Webhooks.In the Webhooks tab, find the Sync Talkdesk Call Ingest Web Hook.Select for the hook, select Copy Hook Address, and save it in a secure location. You will need this URL to finish setting up Talkdesk later on.Create a Kustomer API keyAfter you install the app, you must create an API key and add it to your Talkdesk account.In Kustomer, go to  Settings > Security > API Keys. Select Add API Key.Enter the following information:Talkdesk in the Name box.org.user, org.admin, and org.hooks in the Roles drop-down menu.No expiration in the Expires (in days) drop-down menu.Select Create and copy the token. You will not be able to view this token again once you close this window so be sure to save it in a secure location. You will need to paste it in the following step. Configure settings in TalkdeskThe following steps must be done in Talkdesk.Log in as an administrator on Talkdesk.From the toolbar, select Builder > Integrations > Add integration.Locate Kustomer in their integration directory, then select Add integration.Fill out the required fields as follows:Your Kustomer domain, entered as https://[yourdomain].kustomerapp.com in the URL box.Paste the API token you copied in the previous step in the API Token box.Paste the hook address you copied during installation in the Web Hook URL box.Adjust the remaining settings as desired for your team, then select Save.Make and receive calls in KustomerBefore using Talkdesk to make and receive calls within Kustomer, an agent must log into their Talkdesk account from a separate browser tab. Once logged in, agents can go to Widgets in the sidebar and open Talkdesk . Agents currently in an Available state while on a voice team can dial the number directly in the Talkdesk widget or select the number while viewing a customer's details.FAQsQ: I entered my account name in the widget and now it won't load, what do I do?A: To use the widget, you must log in to Talkdesk from a separate browser tab. Once logged in, refresh the widget In Kustomer to open the dialer.Q: Do I need to link my phone number into Kustomer if I had to in Talkdesk?A: No. Your phone number must only be linked in Talkdesk for the integration to work.Q: Why was my call missing a recording?A: If the recording exists in Talkdesk but not in Kustomer, please get in touch with our support team. Otherwise, you should contact Talkdesk’s support team for assistance.Q: Does sending multiple events for one call create duplicate call records in Kustomer?No, each call event from Talkdesk requires the call’s UUID. Kustomer references this key to store data from multiple events in the same call record.
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