Channel settings

When starting with Kustomer, you must ensure that your team receives email in Kustomer. You can:Connect your custom domain to reply from your company's existing email address.Create a new email alias in the Kustomer domain.Connect your existing Gmail address(es). Who can access this feature?User typesAdmins can access email settings.In this articleConnect your custom domainCreate a new alias in the Kustomer domainAdd your Gmail addressEmail considerationsSend individual emails to Kustomer with the Bcc addressConnect your custom domainYou can reply to customers from Kustomer with your company's email support address. By default, any replies sent from Kustomer come from the system-provided address.See Connect your custom domain to learn how to set up Kustomer to send emails from your email address.Create a new alias in the Kustomer domainKustomer provides you with a system-provided email address that you can use to provide email support to your customers immediately. This address is:support@<your_company>.mail.kustomerapp.com You can create up to 50 email aliases to match your organization's needs. For example, you can create a support@your_company.com alias for your agents and a sales@your_company.com alias for your sales team. To create a new alias:Go to Apps> Email.Select Add Email Address and go to Kustomer Address.Select Continue.Enter the name of the address you want to create, for example, sales.Next, enter the display name your customers will see when they email you.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so that outbound messages use it.Optionally, you can turn on Dynamic Alias Name to send messages from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, not support@acme.com. Select Create.Connect your Gmail addressYou can connect your existing Gmail account(s) directly to your Kustomer instance. See Connect your Gmail address with Kustomer to learn how.Tip: If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Email considerationsThe following information applies to Kustomer aliases or emails sent via your connected custom domain:Only 20 inbound messages from a single email address are allowed per hour, on an hourly rolling basis. If a single email address sends more than 20 messages to Kustomer within the hour, they will be rejected. If your organization anticipates hitting this rate limit, see Avoid email rate limits for other options.These email addresses support read receipts. However, read receipts are not supported when using the direct Gmail integration.The maximum size for attachments sent in an inbound email must be 35 MB or less. Any attachments over that limit will be blocked and will not come into Kustomer. If a customer needs to send an attachment that exceeds this limit, we recommend having them host the content externally (for example, Google Drive) and sharing a link with you instead.Outbound emails can only contain 9.5 MB of attachments, with no single attachment exceeding 5 MB. If agents need to send attachments that exceed these limits, we recommend hosting the content externally and sharing links in an email instead.The total email size cannot exceed 10 MB.The following file types are not supported, and any emails that contain these types of files will be immediately rejected: vbs, exe, bin, bat, chm, com, cpl, crt, hlp, hta, inf, ins, isp, jse, lnk, mdb, pcd, pif, reg, scr, sct, shs, vbe, vba, wsf, wsh, wsl, msc, msi, msp, mst.Adding a domain to your email provider's allowlist can help ensure that important emails from that domain are not accidentally sent to your spam or junk folder. Since every email provider differs, the exact steps to forward your email can depend on your host. We recommend following their most current documentation. Send individual emails to Kustomer with the Bcc addressIf you ever receive a message in your inbox that should be visible to your entire team, you can use a Bcc address to bring the message into Kustomer. All organizations can access a Bcc address based on the default organization email address. The Bcc address will always follow this pattern: bcc@<your_company>.mail.kustomerapp.com.Related articles:Email settingsConnect your custom domainConnect your Gmail address to KustomerAvoid email rate limits

By using the WhatsApp by Twilio app integration, your customers will be able to initiate a support request through WhatsApp, and continue to get agent replies as WhatsApp messages. When a customer sends a message via WhatsApp, Kustomer can create new customers and conversations from those messages. If an existing customer is contacting you through WhatsApp, Kustomer will create a conversation on the customer’s timeline.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesInstall the WhatsApp by Twilio appConnect your Twilio accountSend documents over WhatsApp by TwilioTroubleshoot delays between WhatsApp and TwilioPrerequisitesBefore integrating WhatsApp by Twilio with Kustomer, you must:Be approved by WhatsApp for Business API access. For more information, see their Business API page.Have a Twilio account. For more information, see Twilio API for WhatsApp.If you have multiple Twilio numbers, you should consolidate all of your Twilio phone numbers into a single Twilio account. Only one Twilio account can be added to a Kustomer organization at a time.Install the WhatsApp by Twilio appAdministrators can install the WhatsApp channel once your organization is approved for Business API access, and WhatsApp is enabled for your Twilio number. To integrate WhatsApp with Kustomer, install the Twilio - WhatsApp app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for Twilio - WhatsApp in the App Directory, and then select Install.Connect your Twilio accountOnce you install WhatsApp by Twilio, you need to add Kustomer API keys to your account to ensure that you can send and receive messages. You must also provide your SID number, authentication token, and phone number.To connect your account:Go to Appsand select Twilio - WhatsApp in the sidebar.Enter your Twilio account SID number and your Authentication token in the appropriate boxes.Select Connect. You can now enter your Twilio WhatsApp phone number.Select Add new phone number.Enter the phone number and select Add. The number will be added to the WhatsApp window. If you previously added a phone number, all connected numbers will show as a list.Note: Adding a phone number automatically configures the https://baseURL/v1/twilio/webhooks/messages  webhook necessary to send and receive messages in Kustomer via that WhatsApp number. If the number was previously used with another CRM, this webhook may not get updated correctly. To resolve this, delete the number from Kustomer and add it again. You can verify that the webhook was added correctly by going to the Phone Numbers > Manage > Active numbers page in your Twilio account.You are now ready to communicate with your customers using WhatsApp by Twilio.When communicating with customers via WhatsApp, keep in mind the following:You have to respond to a new conversation within 24 hours of receiving it. Additional replies will be rejected.Messages that are sent within a 24 hour period are threaded into the same conversation. Messages sent after 24 hours will result in a new conversation being created.Business-initiated conversations are natively supported using the WhatsApp integration. Note: To delete a WhatsApp by Twilio account that has been connected to Kustomer, please contact Kustomer Support.Send documents over WhatsApp by TwilioYou can send files as attachments when responding to a message via WhatsApp by Twilio.Note: If you upload a document file (.PDF, .doc, or .docx) as an attachment, the accompanying message will not be sent along with the file. Please resend the message separately to ensure the customer receives it.Troubleshoot delays between WhatsApp and TwilioIf you're experiencing an issue where WhatsApp messages are coming into Twilio, yet take about 15 minutes to appear in Kustomer, you may have your endpoint configured incorrectly in Twilio. Messages are still coming in because the Twilio app in Kustomer polls Twilio every 15 minutes for messages that aren't in Kustomer. However, this means that messages are coming in via the webhook at all.To resolve this, go to the Endpoint Configuration section in your Twilio account. Then, make sure that your webhook is pointing towards the correct endpoint:If you are located in the Americas, use https://api.kustomerapp.com/v1/twilio/webhooks/messagesIf you are located in Europe, use https://api.prod2.kustomerapp.com/v1/twilio/webhooks/messages

You can directly connect your Gmail email account(s) to your Kustomer instance. Connecting a Gmail mailbox will automatically forward all messages to your Kustomer instance, allowing users to send and receive messages from those email addresses within Kustomer. If your business has multiple Gmail addresses, you’ll need to individually authorize each email address you want to use within Kustomer.Who can access this feature?User typesAdmins can access Gmail settings.In this articlePrerequisitesAdd a Gmail addressSpecify email threadingDeauthorizing an email addressContent managementPrerequisitesYou must have an active Google Business email account and decide which Gmail inbox to integrate with. This integration does not support Google Groups or aliases.Add a Gmail addressBefore performing these steps, you must be logged into the Gmail email account you want to add to Kustomer. This will prevent the incorrect email address from being used.To add an email address:Go to Apps> Email.Select Add Email Address and go to Gmail.Select Continue.Sign in with Google to proceed with the configuration. A Google Authentication window will open and display the Gmail accounts you're currently logged into. You'll need to authorize Kustomer to send and receive email on your behalf.  Select the Gmail account you wish to connect to Kustomer and select Allow.Note: A Gmail account can only be authorized in one Kustomer instance so ensure you do not have it connected to another instance, such as a sandbox. Enter the display name for your Gmail address. Agents see this name when they select which email address to reply to messages from or when they create a new outbound message.Select an email template to use with this address. By default, email messages sent from Kustomer will be in a blank HTML template with no branding or colors. If you have created a custom branded template, you'll want to select it here so all your outbound messages from the selected email address use it. Optionally, you can turn on Dynamic Alias Name to have sent messages come from the individual agent's name instead of the default email display name. For example, if you turn this setting on, the reply will be from John@acme.com, notsupport@acme.com. Select Save Changes.Your connected email address is now listed on the Email page.Notes: Connecting your email accounts will not automatically download existing email messages.Read receipts are not supported on the Gmail integration.Specify email threadingYou can choose how threading replies are managed for conversations sent via your Gmail address. You can select the email conversation history style that best suits your business needs. By default, replying to an email will only include the contents of that reply in your email. If preferred, you can also include the previous conversation history in your replies.The following options are available in the Add threading to email section:Single message replies will send only the current reply when responding to an email.This may be useful if your customers usually contact you multiple times in succession, but tend to have different and unrelated questions each time they reply.Or, if you exchange a large number of messages with users while resolving their concerns, and the full history is not important to newer messages.Include history in replies will include all previous emails in the current conversation thread. For example, a customer would see their earlier message and remember their initial question about when a package would arrive, avoiding any confusion when you send the tracking link.This also might be useful in troubleshooting contexts where your team has to work back and forth to collect information from a customer.Deauthorizing an email addressThere are two ways to deauthorize an email address from sending and receiving messages within your Kustomer instance. Notes: This won't delete existing messages.To reactivate an email address, restart the authorization process from the beginning.From the Email page in Kustomer, select Delete for the email address you want to remove.You can also deauthorize Kustomer from directly within Gmail by navigating to your Account Settings, selecting Security, and selecting Third-party apps with account access.Google may, at any point, automatically deauthorize Third Parties from accessing your data for security reasons. This may be done in the event they detect a security breach or unauthorized access. In the event this happens or an email address is manually deauthorized, the Kustomer interface will display a disconnected flag next to the email address.If any of your Gmail email accounts show as Disconnected, select Add Email Address and then select Gmail. From there, you can reauthorize Kustomer in Gmail to reconnect the address.Content managementAny message redactions or deletions within your Kustomer instance will not be pushed to your Gmail account. You will need to ensure that you also go into that account directly to do so. You will also need to log directly into your email account to manage spam blocking and authorizing domains.Note: Sending bulk messages in your Kustomer instance through Gmail may temporarily or permanently block your email address and effectively stop any sending or receiving. Google controls this based on spam, abuse, and customer complaints, and it may also be triggered by volume. Please consult Google Documentation before sending a bulk message to your customers.Related articles:Avoid Gmail rate limitsGmail authentication statuses