Connect with customers

Provide multi-lingual support for your customers via various channels and help articles.
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  • Integrate with Twitter

    When you connect your Twitter accounts to Kustomer, direct messages, public mentions, thread replies, and likes you make from that account will automatically create conversations that you can then reply to from directly within Kustomer. If the Twitter account that interacts with you matches an existing customer record the conversation is automatically added to their timeline for a true omni-channel experience.October 2024 update: This integration is no longer available to new customers.All Twitter conversations include an insight card in the insight panel with the user's Twitter profile. This will provide information about the user's followers, Twitter activity, and verification status.Who can access this feature?User typesAdmins can access this feature. All users can respond to Tweets and DMs.In this articleAuthorize Twitter to KustomerTwitter conversations in KustomerReply to TweetsThe Twitter insight cardAuthorize Twitter to KustomerOnce installed, you need to authorize the Twitter accounts you want to use in Kustomer.Go to Appsand select Twitter.Select Add account.Enter the credentials for your Twitter account you are adding and then select Authorize app.The authorized account appears in the Twitter settings page.Twitter conversations in KustomerOnce you have your Twitter account(s) connected to Kustomer, you can specify if you want conversations to be created within Kustomer for public mentions, direct messages, or Tweets you've liked. Once a Twitter interaction becomes a conversation, it will act just like any other conversation created and you can send a reply directly from Kustomer.To select what creates a conversation:Go to Appsand select Twitter.Select the Twitter interaction that you want to have create a conversation within Kustomer. The following options are available:InteractionCreates a conversation when...IconMentionsA Twitter user mentions you directly in a public Tweet. The Tweet cannot be a reply to an existing Tweet you are mentioned in. Mentions from a private account will only appear in Kustomer if your organization has requested and been approved to follow that account.Direct MessagesA Twitter user sends you a direct message. DMs can only be sent between accounts if they both follow each other, or if the receiver has a privacy setting disabled to receive any message.LikesOne of your users likes a public Tweet from your organization's connected Twitter account.Thread RepliesA public Twitter account replies to your Tweets. Replies to @mentions are threaded into the existing @mention conversation.Reply to TweetsYou can reply to any public mention, direct message, thread reply, or like from within Kustomer. If you have multiple Twitter accounts authorized within Kustomer, you can switch between them to reply from the one you prefer. For example, if someone Tweets at your marketing account and you also have a support account, an agent can switch to the support account to continue the conversation.Public Tweets and DMs are automatically split into separate conversations on a customer's timeline. If you want to reply to a public Tweet privately, we recommend asking the user to send you a DM. Twitter’s APIs don’t yet allow us to give agents the ability to proactively DM a customer.If you switch to DM after the customer starts a conversation by @mentioning your connected Twitter handle, the DM will start a new conversation to help you better identify which one is the private conversation versus the public one.Twitter replies and DMs have a character limit of 280 characters.Mentions and LikesReplies to a public mention or a Tweet that you liked appear as a public reply to the user's original tweet.Threaded repliesWhen a public user responds to one of your company's Tweets, their reply appears in Kustomer as a new conversation. Agents can respond directly to the threaded reply from within Kustomer. All replies will create a thread under their Tweet.The Twitter insight cardWhen a conversation is created from a mention in a public tweet or DM we will obtain the account's information and display it in an insight card in the conversation's insight panel. This card displays the Twitter user's details such as, their location, account, avatar, number of followers, verification status, and if they are following you. We also provide a link to the public conversation on Twitter so agents can view the threaded messages and understand any context needed to reply.
  • Integrate voice with Amazon Connect

    The Amazon Connect integration allows your organization to support customers over the phone by providing a full view of that customer's history as soon as an agent picks up the phone. Once the integration is complete, you can take Amazon Connect calls from within the Kustomer platform.Amazon Connect supports you in creating multiple instances based on your business needs. For example, you may want to have separate contact centers in multiple locations to provide more global support for your customers. You can add up to 5 Amazon Connect instances to your Kustomer organization.Note: The ability to connect to more than one instance in Kustomer is currently in beta access.Who can access this feature?User typesAdmins can access Voice Settings.Any user can be configured to see voice call bar controls.Teams and Users that have their permission set defined as Read/View & Create on all customers and Read/View & Create & Update on all conversations. For more information, see Best practices for permission sets.In this articleHow does Amazon Connect work with Kustomer?Add your Kustomer URL to Amazon ConnectInstall the Amazon Connect appConfigure voice settingsUser statuses and Amazon ConnectGive users access to Amazon Connect in KustomerSign in to Connect as a userSound and connectivity configurationsConnect network configurationCall recordingsUse Kustomer data in Amazon Connect contact flows (IVRs)How does Amazon Connect work with Kustomer?The Amazon Connect app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. All calls made or received in Amazon Connect 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 timeline. When an agent takes a call on Amazon Connect, a message is created in Kustomer that includes the following data:Connection type (inbound, outbound)External ID to the conversationPhone numberDialed numberHere is an example of the message object created in Kustomer for an Amazon Connect call:{   connectionType: 'agent' | 'inbound' | 'outbound' | 'monitoring';       conversationExternalId: string,       externalId: string,       originalExternalId: string,       phoneNumber: string,       dialedNumber: string,       isInbound: boolean,       isCallback: boolean,       Queue: string,       service: 'amazon-connect',       attributes {key: {name: string, value: string}},   };The attributes key contains a map of attributes that Amazon Connect populates with Amazon Connect Contact Attributes. You can add more data points to this key via Amazon Connect flows. Once added, Kustomer will listen for these attributes and include them in the meta for each message sent from Amazon Connect to Kustomer. For more information on creating a new flow, see this article.Add your Kustomer URL to Amazon ConnectYou must add your Kustomer organization URL as a trusted URL in your AWS console settings. This is not the same as your Amazon Connect account settings.To add your Kustomer organization:As an Amazon Connect Admin with Property permissions, go to https://console.aws.amazon.com/connect/.Select the Amazon Connect instance you want to set up. Go to the Approved Origins section in the side panel and select Add domain.Enter your organization’s base URL as an origin (for example, https://acme.kustomerapp.com) and select Add domain.Your Kustomer organization is now listed on the Approved domains page.Install the Amazon Connect appTo integrate Amazon Connect with Kustomer, install the Amazon Connect app from within the Kustomer App Directory.Go to Apps, search for Amazon Connect, and select Install.Review the terms and select Install App.Configure voice settingsOnce the Amazon Connect app is installed, you must configure voice settings to start receiving voice calls. To proceed, you will need the instance alias of your Amazon Connect account. To configure your voice settings:Go to Appsand select Amazon Connect in the sidebar.Select for the instance you are configuring.Enter a title for the instance you are setting up. This name is internal and helps you identify the instance.Select the domain your Amazon Connect instance is hosted on from the Amazon Connect access URL drop-down menu.Enter the instance alias for your Amazon Connect account in the Amazon Connect instance alias box. For example, if your Amazon Connect URL is acme.awsapps.com/connect, your instance alias is acme.Note: If your Amazon Connect login page differs from the standard login screen—for example, a SSO login page—you can override the default Amazon Connect login page using the Custom login URL setting.Select Save Changes. Your new instance is shown on the Amazon Connect page. If you have beta access to the feature, you can add up to 5 instances by selecting Add Instance and entering those details. User statuses and Amazon ConnectYou can sync user statuses so that users only need to make one update in Kustomer. This will require you to create statuses in Amazon Connect and Kustomer before they can be linked on the Settings page.For example, once statuses are linked, users who take a phone call will be placed in a Busy state, which means they are available but on a call. While in a Busy state they will not be routed any work from a Kustomer queue. For more information, see Sync Amazon Connect statuses to Kustomer.Give users access to Amazon Connect in KustomerUsers can use the Amazon Connect controls inside of Kustomer only after being added to a team with the Amazon Connect setting turned on. To give a team access to Amazon Connect:Go to Settings> Users > Teams.Create a new team, or select Editfor an existing team.Go to the Routing profile tab.Turn on the Route conversations and tasks to this team toggle if not already done.Select the Amazon Connect instance you are giving this team access to from the Third-party voice queues drop-down menu.Select Save Changes. All users who are members of this team will instantly have the Amazon Connect control bar enabled at the bottom of their Kustomer window.Sign in to Connect as a userIf a user is already signed into their Amazon Connect account, that account will be matched to the user they're signed in as inside Kustomer. If a user is not signed into Amazon Connect, they must sign in before they can set their status as available within Kustomer.To log in to Connect:Select Log into Voice Service in the user toolbar.Once signed into Connect, change your user status to Available to start receiving calls immediately.Sound and connectivity configurationsTo use Amazon Connect, you must be connected to the internet and allow your browser (Chrome or Firefox only) to have access to your sound and microphone. If either of these configurations is not set up correctly, you will not be able to receive calls. For more information, see Amazon Connect sound and connectivity configurations.Call recordingsAmazon Connect lets you set up contact flows and record calls between users and customers. You'll need to ensure this is configured properly in Connect so it can be accessed within Kustomer.Users cannot listen to calls within a voice conversation on a customer timeline unless they can access Call Recordings in their Amazon Connect Security Permissions. These permissions are not granted by default to users within Amazon Connect.Use Kustomer Data in Amazon Connect contact flows (IVRs)With the Amazon Connect integration, you can dynamically insert customer data, conversation data, and custom object data (for example,  order data) inside of your contact flows. There are many ways this could be valuable for automation, but here are a few examples:When a customer calls in, use their phone number to automatically look up a custom attribute (for example, "medallion status") in Kustomer and branch them to a special queue based on the value.Automatically tell a customer the current status of their most recent custom object (for example, shipping status of an order, or flight status).Check to see if they have an existing open conversation (case) in Kustomer, and if so, append the call to an existing omnichannel conversation (rather than create a completely new conversation).For more details on configuring this feature, see Amazon Connect: Integrate Kustomer data into your IVR using Lambdas.
  • Integrate with WhatsApp by Twilio

    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
  • Include only email history in replies

    By default, the reply email template in Kustomer includes all messages in a conversation's history, including messages from other channels such as chat or SMS. This can be modified by creating a custom email template. The code sample below when entered in the Code Editor view will include email history only and exclude messages from other channels such as chat or SMS.Who can access this feature?User typesAdmins can access the Email templates page.In this article:PrerequisitesAdd a new email template in the Code EditorReplace the template codeCustomize your email templatePrerequisitesFamiliarity with the basics of creating email templates and creating them in the Code Editor.Add a new email template in the Code EditorGo to Settingsand select Administration > Email Templates.Select Add Template and select the Code Editor tab. Fill out the Template Name, select Email Reply as the template type and select Create.Replace the template codeIn the Code Editor view that appears, click inside the Body section and delete the existing code.Copy and paste the code below into the Body section and save the template.<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">   <html xmlns="http://www.w3.org/1999/xhtml">   <head>     <meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />     <title>{{lastMessage.subject}}</title>     <meta name="viewport" content="width=device-width, initial-scale=1.0" />     <style>       h1, h2, h3 {         margin-top: 0;         margin-bottom: 0;       }       p {         margin-top: 5px;       margin-bottom: 5px;       }       .kustomer_rows_container {         max-width: 600px;         min-width: 320px;       }       .kustomer_social_anchor {         color: inherit;       }       .col-1 {         width: 8.3%;       }       .col-2 {         width: 16.6%;       }       .col-3 {         width: 25%;       }       .col-4 {         width: 33.3%;       }       .col-5 {         width: 41.6%;       }       .col-6 {         width: 50%;       }       .col-7 {         width: 58.3%;       }       .col-8 {         width: 66.6%;       }       .col-9 {         width: 75%;       }       .col-10 {         width: 83.3%;       }       .col-11 {         width: 91.6%;       }       .col-12 {         width: 100%;       }     </style>   </head>   <body dir="ltr" style="background-color: #f6f6f6; padding-top: 20px; padding-bottom: 20px;">     <table role="presentation" class="kustomer_rows_container" style="table-layout: fixed; border-spacing: 0; border-collapse: collapse; word-break: break-word; mso-table-lspace: 0pt; mso-table-rspace: 0pt;" width="100%" cellpadding="0" cellspacing="0" border="0" align="center">       <tbody>         <tr>           <td>           <table cellpadding="0" cellspacing="0" border="0" width="100%" style="background-color: #FFF5F5; background-position: center; background-size: cover; padding-top: 20px; padding-bottom: 20px; padding-left: 20px; padding-right: 20px; " >       <tbody>         <tr>           <td>     <table cellpadding="0" cellspacing="0" border="0" class="col-12">       <tbody>         <tr>           <td>         </td>         </tr>       </tbody>     </table>           </td>         </tr>       </tbody>     </table>     <table cellpadding="0" cellspacing="0" border="0" width="100%" style="background-color: #ffffff; padding-top: 20px; padding-bottom: 20px; padding-left: 20px; padding-right: 20px; ">       <tbody>         <tr>           <td> <table cellpadding="0" cellspacing="0" border="0" class="col-12">       <tbody>         <tr>           <td>     <table cellpadding="0" cellspacing="0" border="0" word-break: break-word; width="100%">       <tbody>         <tr>           <td style="padding-top: 20px; padding-bottom: 20px;">             <h1 style="text-align: center">Hello!</h1>           </td>         </tr>       </tbody>     </table>     <table cellpadding="0" cellspacing="0" border="0" word-break: break-word; width="100%">       <tbody>         <tr>           <td style="padding-top: 20px; padding-bottom: 20px;">    <div>     {{{draft.htmlBody}}}{{#if user.emailSignature}}     <br />     {{markdownToHTML user.emailSignature}}{{/if}}   </div>   <br />   {{#if messages.length}}   <blockquote class="gmail_quote" style="margin: 0 0 0 0.8ex; border-left: 1px #ccc solid; padding-left: 1ex;">     {{#each messages}}     {{#ifCond channel '==' 'email'}}     <div class="gmail_quote">       <div dir="ltr">         On {{dateFormat ../sentAt format="ddd, MMM D, YYYY [at] h:mm A"}} &lt;<a           href="mailto:{{../from}}" {{#if @first}}{{else}} target="_blank" {{/if}}>           {{../from}}</a>&gt; wrote:<br />       </div>       <blockquote class="gmail_quote" style="margin: 0 0 0 0.8ex; border-left: 1px #ccc solid; padding-left: 1ex;">         <div dir="ltr">           {{markdownToHTML ../body}}         </div>         {{#if @last}}{{else}}         <br />         {{/if}}       </blockquote>     </div>     {{/ifCond}}     {{/each}}   </blockquote>   {{/if}}           </td>         </tr>       </tbody>     </table>         </td>         </tr>       </tbody>     </table>           </td>         </tr>       </tbody>     </table>     <table  cellpadding="0" cellspacing="0" border="0" width="100%" style="background-color: #FFF5F5; padding-top: 20px; padding-bottom: 20px; padding-left: 20px; padding-right: 20px; "> <tbody> <tr>         <td> <table cellpadding="0" cellspacing="0" border="0" class="col-12">       <tbody>         <tr>           <td>     <table cellpadding="0" cellspacing="0" border="0" word-break: break-word; width="100%">       <tbody>         <tr>           <td style="padding-top: 5px; padding-bottom: 20px;">             <span style="font-size: 11px; color: #222222">If you have any questions or complaints, we are here to help you. Contact us through our Help Center or through any of our social media platforms.</span>           </td>         </tr>       </tbody>     </table>   <table cellpadding="0" cellspacing="0" border="0" width="100%">       <tbody>         <tr>           <td align="left">             <div>               <table cellpadding="0" cellspacing="0" border="0">                 <tbody>                   <tr>                     <td style="width: 20px; padding-right: 15px;">       <a rel="noopener noreferrer" target="_blank" class="kustomer_social_anchor" href="#">         <img style="width=100%" width=20 src="https://assets.kustomer.com/Icons/social-media/facebook-dark.png">       </a>     </td>   <td style="width: 20px; padding-right: 15px;">       <a rel="noopener noreferrer" target="_blank" class="kustomer_social_anchor" href="#">         <img style="width=100%" width=20 src="https://assets.kustomer.com/Icons/social-media/instagram-dark.png">       </a>     </td>   <td style="width: 20px; padding-right: 15px;">       <a rel="noopener noreferrer" target="_blank" class="kustomer_social_anchor" href="#">         <img style="width=100%" width=20 src="https://assets.kustomer.com/Icons/social-media/twitter-dark.png">       </a>     </td>                   </tr>                 </tbody>               </table>             </div>           </td>         </tr>       </tbody>     </table>           </td>         </tr>       </tbody>     </table>           </td>         </tr>       </tbody>     </table>           </td>         </tr>       </table>   </body>   </html>3. When selecting Preview, your email template preview will look like the following:Customize your email templateYour email responses to customers will now only include email messages and exclude those from other channels when using this reply template. See the Customize email templates article.After adding your preferred customizations, Save all changes to the template. You are now ready to use the template in your emails and autoresponses.
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