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Configure email templates, snippets, business schedules, and other features.Categories
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Reuse text with snippets
Snippets are a powerful way to formulate multi-language responses and insert translated content into customer replies, email templates, and your knowledge base theme and forms. Snippets can also be used as a repository for common copy and phrasing to use as building blocks while constructing text shortcuts. For example, you might build a snippet that greets your customer in various languages and uses dynamic text like {{customer.firstName}} {{customer.lastName}} to address the customer by name. You can then insert this snippet into any shortcut where you want to greet the customer by name. Any future changes to the snippet are reflected in any shortcut using it, ensuring your team's reusable responses are always up to date.Who can access this feature?User typesAdmins and all users who have been granted merge permissions can access this.In this articleLanguage detection with snippetsCreate snippetsMark snippets as out-of-dateOrganize snippets in categoriesLanguage detection with snippetsHow snippets detect the language to use depends on how and where you are using the snippet.Note: Snippets are not available in workflows.Knowledge base themes and formsSnippets can be used throughout your knowledge base themes and forms to ensure visitors who speak another language can read your help articles. Snippets will primarily use the end user's default browser language setting to display your help center and form in the correct language. Users can also manually change the language they are viewing the knowledge base in by selecting it from the language picker.Conversation repliesBy default, agents will see snippets in the language set in their Personal Preferences. For more information on sending a reply with a snippet, see Use snippets to send translated messages.When using snippets in a conversation reply, the language can be automatically detected or you can manually set the default language in Conversation attributes. To do so, open a conversation, go to Conversation Options, and select Edit Conversation Attributes to choose a language.Moving forward, snippets will automatically default to the selected language for that particular conversation.When replying to a chat message, the language a customer uses is detected through their browser's default language (or "locale") or their device language. Visit our Developer Portal to learn more about changing the default language used in the iOS and Android SDK.Create snippetsYou can create and manage all your snippets and their translations from one page. This page also shows you which snippets are missing translations or have outdated content.Note: You must activate other languages in your environment before they become a translation option in Snippets. For more information, see Customize localization settings. To create a snippet:Go to Settings> Administration > Snippets.Select Add Snippet.Enter a title and description and select Create.Enter the default language text for the Snippet in the Content box. Optionally, enter the translated snippet into the boxes of any other languages you have turned on in your organization.Select Save Changes.Mark snippets as out-of-dateYou can mark a snippet as out of date to inform users that any text requires updating. You have the option to:Mark the default language out of date by selecting the Outdated check box. Mark all translations out of date by selecting the Mark Translations Outdated link.Select the Outdated check box in line with each translation to indicate that specific one needs updating.Once you mark a snippet as out of date, the icon next to the language name turns red to indicate that it needs to be updated.Organize snippets in categoriesYou can use snippet categories to organize all your snippets into logical groupings that users can easily navigate through when responding to a conversation. You can create up to 200 categories.To create a snippet category:Go to Settings> Administration > Snippets.Select the Categories tab.Select Add Category.Enter the Name of the category you want to create and select Create. The category will be listed. To see its available actions, hover over the category name.If you want to create a sub-category, select Add Category.Enter a name for the new category, and select its parent from the drop-down menu. Select Create. To add a snippet to a category:Go to the Snippets page and select the snippet you wish to add to a category.Select a category from the Category drop-down menu.Note: To select a subcategory, expand the parent to find it.Select Save Changes.Now, whenever you want to use a snippet, categories will appear to help you locate the snippet you need faster.Related articlesUse snippets to send translated messagesBuild feedback and request formsCustomize your knowledge base themeCustomize localization settings
You can provide a better experience for both your users and customers by activating languages, as needed, that will be available in your organization. By default, Kustomer is set to English. You can activate additional languages to be used in your agent interface, knowledge base, chat and more.Who can access this feature?User typesAdmins can turn on additional languages.In this articleSet the default country codeSelect the default organization languageActivate additional languagesAvailable languagesSet the default country codeYou can select a default country code to use when creating or editing a customer's phone number in their profile. By default, this is set to the United States.To set your default country code:Go to Settings> Administration > Localization.Select the country code you want to use from the Country Code drop-down menu.Select Save Changes.The default setting appears in the available phone number boxes of a customer's profile.You can manually change the country code for a specific customer by selecting one from the drop-down menu.Select the default organization languageYour default language is the primary language all Kustomer features are set in. This will also be the fallback for any automation when a translation or snippet is unavailable.To set your default language:Go to Settings> Administration > Localization.Select the default language for Kustomer from the drop-down menu.Note: Changing your default language after setting up translations and text snippets in Kustomer may result in errors. It's important to check your settings to ensure they're configured correctly.Select Save.Activate additional languagesYou can activate secondary languages in Kustomer to use in text snippets, which automatically translate text based on your customer's language.To enable additional languages:Go to Settings> Administration > Localization.In the Language Activation section, select the Deactivated tab to see a list of all languages that can be activated.Select the toggle to the right of the language to activate it.Once you activate your additional platform languages, you can determine if they should also be applied to Chat, the Knowledge Base, and Snippets. By default, activated languages will be activated for those three areas and customers can see the text in the specified language. If you want to deactivate one of them, select the checkbox for the language and area.Available languagesThe following languages are available for the user interface, knowledge base, chat, intent detection, and conversation snippets. Languages that display right to left will automatically update the tools to match.Language and codeAfrikaans - afAlbanian - sgArabic - arArabic (Egypt) - ar_egArabic (Morocco) - ar_maArabic (Tunisia) - ar_tnArmenian - hyAzerbaijani - azBelarusian - beBosnian - bsBulgarian - bgCatalan - caCroatian - hrCzech - csDanish - daDutch - nlEnglish (CA) - en_caEnglish (UK) - en_gbEnglish (US) - en_usEstonian - etFilipino - filFinnish - fiFrench - frFrench (CA) - fr_caFrench (MA) - fr_maGeorgian - kaGerman - deGreek - elHebrew - heHindi - hiHungarian - huIcelandic - isIndonesia - idItalian - itJapanese - jaKannada - knKazakh - kkKorean - koKyrgyz - kyLatvian - lvLithuanian - ltLuxembourgish - lbMongolian - mnNorwegian - noNorwegian (Bokmal) - nbPersian - faPolish - plPortuguese (BR) - brPortuguese (PT) - ptPunjabi - paRomanian - roRussian - ruSerbian - srSerbian (Montenegro) - sr_meSimplified Chinese - zh_cnSinhala - siSlovakian - skSlovenian - slSpanish - esSpanish (AR) - es_arSpanish (PA) - es_paSpanish (PE) - es_peSpanish (Spain) - es_esSwahili - swSwedish - svTamil - taTelugu - teThai - thTraditional Chinese - zh_twTurkish - trTwi - twUkranian - ukUrdu - urVietnamese - viCreate business schedules
Business schedules allow your organization to specify operating business hours for their Kustomer platform. With business schedules, you can more accurately measure SLA and reporting metrics. Office hours can also be used in automations to perform different functions depending on whether a customer contacts you during or after your support hours.Who can access this feature?User typesAdmins can create business schedules.In this articleBusiness schedule limitsCreate a business scheduleSchedule multiple time zonesUse holiday hoursSet chat availabilityBusiness schedule limitsYou can create up to 50 individual business schedules for the regions where you provide customer support.Create a business scheduleAnyone with the necessary permissions can create and edit a business schedule.To create a business schedule:Go to Settings > Administration > Business Schedules.Select Add Schedule.Enter the name of your schedule and select a time zone that the business schedule will operate in from the drop-down menu.Note: The time zone will affect any time-based workflows or reporting metrics. The time zone will also affect the chat widget. The schedule must be created using the same time zone that the ScheduleId is based on.Select Add.Use the sliding bars to designate your office hours for each day. You can add up to two different hour blocks for each day of the week.a. Select + for the day you want to add a second time block. A second bar will open underneath the first one.b. Adjust the sliders for each time block.c. To delete a row, select X.Select Save Changes.Return to the Business Schedules page and select your Default Schedule from the drop-down menu.Note: If you do not select a unique business schedule, the default 24-hour a day, 7-day a week schedule will be used. To edit a business schedule:From the Business Schedules page, select Edit for the schedule you wish to edit.Make your desired changes to the schedule.Select Save Changes.To make a copy of a business schedule:From the Business Schedules page, select More Options for the schedule you wish to duplicate.Select Duplicate from the drop-down menu.A copy of the schedule will appear under the original one.To delete a business schedule:From the Business Schedules page, select More Options for the schedule you wish to delete.Select Delete from the drop-down menu.Select Yes to confirm your changes.You can also select Edit and select Delete Business Schedule from the Edit Schedule page.Select Delete again to confirm your changes.Schedule multiple regionsKustomer provides the ability to set the availability of your chat widget for multiple regions. For more information, see Chat Management: Settings, Business Hours Availability.Use holiday hoursYou can set up custom holiday hours that override your normal business hours. Holidays are unique to your schedule, allowing you to set various holidays for each region you operate in.Note: Holidays must be scheduled before the day they need to run. They are also full days and cannot be scheduled for a specific block of time.To create a holiday:From the Business Schedules page, select Edit for the schedule you which you wish to define holidays.Go to the the Holidays tab and select Add a Holiday.Enter the name of the holiday, an optional description, and the dates.Select Add. Your holidays will appear in chronological order.To deactivate a holiday:Go to the Holidays tab in the Business Schedule where the holiday is set.Turn off the toggle next to the holiday you wish to deactivate.Your business schedules will run as normally scheduled.To edit a holiday:Go to the Holidays tab in the business schedule where the holiday is set.Select Edit for the holiday you wish to edit.Make your changes in the form that opens.Select Update.To delete a holiday:Go to the Holidays tab in the business schedule where the holiday is set.Select the delete icon for the holiday you wish to delete.Select Yes to confirm the deletion.Setting chat availability After creating your business schedule, you may go to your chat settings to have your chat available during specified business hours. See the Business hours availability section of the Chat management: settings article.Manage your organization settings
Administrators can use the Organization Settings to make changes to aspects of your Kustomer experience that impact all users.Who can access this feature?User typesAdmins can access the Organization page.In this articleAccess organization-wide configurationOrganization settingsIdle TimeoutEmojis in Outbound MessagesFilter Agents by Assigned TeamKeyboard ShortcutsEmail Recipient SearchAccess organization-wide configurationTo access organization settings:Go to Settings> Administration > Organization.Make any changes as desired, then select Save Changes in the bottom toolbar.Organization settingsThe following options are available, and are applied to all of your users.Idle TimeoutIdle timeout is the amount of time (in minutes) that a user can remain inactive before they are put into an idle state. After being set to idle, the user's Kustomer session will be paused and the Kustomer interface will be hidden until the user says they're ready to return to Kustomer.Setting a user as idle does not end their authentication session, or require them to enter their credentials again to return to the app. The idle state will also not modify the user's routing status — for example, if they were set to Available, it would not change them to Offline.Before the user is set to idle, they'll receive a prompt that their session is about to be paused.Emojis in Outbound MessagesThis setting allows you to control whether or not the Emoji picker is offered in the reply window in all outbound conversations. This may be useful if your support tone guidelines encourage (or discourage) emoji when communicating with customers. However, note that this does not prevent agents from manually entering special characters or emoji through the use of system-wide keyboards like the Character Viewer on macOS or the emoji keyboard on Windows.Filter Agents by Assigned TeamThis setting impacts the conversation assignment process, and controls how teams impact the list of users that appear in the assignment drop-down menu.If this setting is off, when you assign a user to a conversation, all users will be shown in the Assign to a User drop-down menu, even if a team is already selected.If the setting is on, the only users that are shown in this drop-down will be the ones who belong to the selected team.Keyboard ShortcutsThis setting lets you determine whether or not agents can use keyboard shortcuts within Kustomer. If turned off, the list of hotkeys is also not presented in the options menu.Email Recipient SearchThis controls autofill when agents type in the To, Cc, and Bcc fields. Most organizations benefit from the convenience of autofill and leave this setting on, but it can be turned off if needed by your team's process or workflow.Create and manage multiple brands
With multi-brand features, you can create and manage multiple brands in Kustomer. These features allow you to customize the style, content, and customer experience for each brand under your Kustomer organization.Learn how to customize your default brand, create new brands, and access multi-brand features.Who can access this feature?User typesAdmins can access the Brands page.In this articleBrand limitsCustomize your default brandCreate a new brandFind your brand IDManage multi-brand featuresBrand limitsYou can support multiple brands under your Kustomer organization with Business or higher plans. The plan limits are:PlanLimit (including the default brand)Professional (legacy plan)1Business (legacy plan)5Enterprise25Ultimate300Customize your default brandEach Kustomer organization comes with a default brand. You can configure the default brand to match the style and content needs for your organization.To customize your default brand:Go to Settings > Administration > Brands.Select Edit for the default brand to open the Edit Brand page.On the Edit Brand page, you can configure the Brand Name and Brand Logo. You can also configure the knowledge base for your default brand. To learn how to configure the knowledge base for your default brand, see Configure the knowledge base for a brand.Select Save to save any changes to your default brand.Note: While you can customize the default brand name, logo, and knowledge base, you cannot reassign the default brand status to other brands.Create a new brandYou can create additional brands for your organization.To create and customize a new brand:Go to Settings> Administration > Brands. On the Brands page, select Add Brand.Enter the name for the new brand and select Create. This generates an Edit Brand page for your new brand.On the Edit Brand page, you can change the Brand Name and upload a Brand Logo. Select Save to save any changes to your new brand.Note: Once you create a brand, you cannot delete it yourself. To delete a brand, contact support@kustomer.com.You can also create and customize a separate knowledge base for your new brand. Once you create a knowledge base for your new brand, you can configure it from the Edit Brand page. Kustomer displays the brand logo as an icon next to each knowledge base article on the Article Management page.You can also customize unique chat settings for your new brand.Chat settings are turned on by default for each brand. You can configure the chat settings from the Edit Brand page.Tip: Set distinct logos for different brands to ensure that your team can easily distinguish between them.Find your brand IDThe Brands page displays the name and brand id for each brand under your organization.You can use the brand id to customize Chat SDK settings for each brand.Select the copy icon next to the brand id to copy and paste the id.Manage multi-brand featuresKustomer allows your organization to configure and manage multi-brand features to provide distinct customer experiences for each brand. Learn more about multi-brand features in the following articles:Multi-brand Knowledge BaseMulti-brand ChatUse business schedules in automations
Once you've set your organization's operating hours by creating business schedules, you can further customize Kustomer with automations, settings, and report options for your set business hours. Who can access this feature?User typesAdmins can access these settings pages.In this articlePrerequisitesSchedule-specific business rulesSchedule-specific SLAsBusiness schedules in workflowsConversational assistant dialogue with business hoursCustom reporting and business schedulesPrerequisitesEstablish business schedules, see the business schedules article. Schedule-specific business rulesYou can use any of your business schedules to create automations for messages received either during or outside of a business schedule via business rules. To set your automation trigger to run when messages are received, create a new business rule by going to Settings > Platform > Business Rules. In the Conditions section select Message > Created At > During Business Schedule or Outside Business schedule and then select a business schedule from the dropdown.Schedule-specific SLAsYou can create any Service Level Agreement (SLA) policy and set it to run based on a specific default or custom business schedule. Select the business schedule that applies at the bottom of the policy in the Service Level Agreements settings.Business schedules in workflowsWhen creating a workflow, the workflow helper /#fn:inBusinessHoursallows you to check if the current time is within your default business hours set in Settings> Administration > Business Schedules and carry out the next action in your workflow accordingly. The helper will either return true or false and can be used as a condition step in workflows to automate your customer responses or object updates.You can also use /#fn:inBusinessHours,scheduleID to check against a non-default business schedule. Note: There should be no space between after the comma and before the business schedule ID.Note: Schedule IDs can be found next to the schedule name in Settings under Administration > Business Schedules.Conversational assistant dialogue with business hoursThe business schedule interaction in a conversational assistant allows different actions based on the business hours you specify. You can choose actions for when the assistant-run conversation is during or outside a particular business schedule.Custom reporting and business schedulesBy default, Kustomer standard and custom reporting are based on the organization's default business schedule. To create a report based on a different business schedule you can create a tag or custom attribute to be automatically added to conversations occurring during or outside of any business schedule. See Using business rules to update custom attributes for details on setting up automated adding of tags or attributes to conversations.Below is an example of the standard conversation report filtered based on the CET in Hours tag added to conversations when created within a specific business schedule ID. Here is an example of a custom report based on a business schedule-related custom attribute.
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