Company timelines
Last Update: Sep 2024 • Est. Read Time: 2 MINThe company timeline is another view in Kustomer that allows users to see the activity of customers associated with a company. If you're a B2B e-commerce business or your team supports several clients from a single organization, this can be a useful way to get a high-level overview of your team's relationship with customers from a shared source.
In this article
- Overview
- Customer directory
- Create and add a company to a customer
- Access the company timeline
- Company klass
- Company Klass Views
Overview
The company timeline works very similarly to a typical customer timeline. It is populated with customer cards organized by recent activity.
The customer card provides a high-level overview of the number of conversations a customer has, and previews the 5 most-recent items. Agents can see how many open, snoozed, and done conversations each customer has. You'll also be able to see if another user is currently viewing the customer, as well as SLAs, tags, and assignments.
Customer directory
At the top of the timeline, select Customers to view the customer directory. This view provides a list of all customers associated with a company. At the top-right, you can switch between All Conversations and Open Conversations to filter the directory.
Create and add a company to a customer
To assign a new or existing company to a customer, start in the customer timeline. You can also use our API to create companies.
To create or add a company:
- Open the desired customer's timeline.
- Select Customer Profile in the toolbar.
- In the Company field, type a name to search for an existing company and select it. Or, enter the full name of a new company and select the Add option.
- Select Update to save these changes.
Access the company timeline
There are multiple ways to access the company timeline, depending on where you're located within Kustomer.
Search
When building a search, you can use the Company criteria in your search filters. In the resulting search, select the company name to be redirected to the respective company timeline.
Customer timeline
Any customer associated with a company will have the company's name displayed next to their own name in the toolbar. Hover over the company name to preview some basic data and view other customers from the company. To navigate to this company's timeline, select the company name again or select View Company Timeline.
Company klass
On the standard Company klass, you can add custom attributes unique to your business. For example, you might create a field for LTV (Life-Time Value), or the company's Package/Billing Tier.
To create custom objects on the Company klass:
- Go to Settings > Platform > Klasses.
- Edit the Company klass.
- Select Create Attribute.
Learn more about customizing klasses in the Define custom attributes in Kustomer article.
Company Klass View
Lastly, you can add Company-specific Klass Views to the company timeline and Company Insight Panel. This process is the same as updating Klass Views for customers.
Learn more about customizing Klass Views in Customize object views.