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Customer timeline

Last Update: Mar 2024 • Est. Read Time: 2 MIN
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The timeline is where agents spend most of their time interacting with customers. This is where you'll see an overview of all customer interactions with your company, like email and chat conversations, order history, appointments, purchase history, and other information pulled into Kustomer through apps and integrations.

In this article

Overview

In the timeline, you can send and receive messages across all channels, create notes to tag other users, view tracking information, and display custom-associated events from third-party data sources. The timeline displays objects chronologically, showing the most recent inbound message at the top. Next to the timeline object, you'll see an icon to the left that indicates the conversation channel or event type.

View conversations

Kustomer's omnichannel timeline shows all of a customer's events and conversations in a single view, regardless of which channel that message took place in.

Agents can select the Reply button to respond to any conversation. When composing a reply, agents have quick access to whichever styling and attachment options are supported by the current channel.

Custom objects (KObjects) in the timeline

You can integrate with other data providers through app integrations and webhooks to display other events within the timeline. Custom objects can display events like orders, reviews, CSAT surveys, and other external data for agents to access while assisting customers. Click an order to show the details. The data displayed in a custom object can be customized to suit your company's needs and data sources. Learn more about Kustomer integrations

Add other kinds of data

Browse the Kustomer App Directory to explore more integration options to add other data to your timeline. We offer a library of popular integrations with external services and platforms to customize, automate, and extend Kustomer for your organization.

Looking for something else that isn't in the App Directory yet? You can also develop your own apps for private or public use through the Kustomer Apps Platform.