Get started

Learn more about Kustomer and get up to speed on system requirements, migration information, setting up your agents, and more.
Categories
  • System requirements

    This article lists the requirements to ensure proper functionality of the Kustomer platform. In this articleAgent applicationBrowserOperating systemHardwareNetwork bandwidthAuthorized domainsChat SDKMobileWebAPI integrationsIncoming requests to KustomerOutgoing requests from KustomerAgent applicationFor an agent or administrator to use the web application at kustomerapp.com, their computer or browser must meet these requirements.Browser Kustomer supports the last 2 major versions of the following web browsers:DesktopGoogle Chrome (recommended)Mozilla FirefoxFirefox Extended Support Release (ESR) is also supportedSafariMicrosoft EdgeMobileGoogle Chrome on AndroidApple Safari on iOSOperating system No specific operating system is required.HardwareMemory (RAM): 4 GB or higherVideo Display Resolution: 1440x900 or higherNetwork bandwidthKustomer requires a stable wifi network connection, as events are received and sent in real-time. The recommended network bandwidth is at least 10Mbps download / 5Mbps upload.Authorized domainsThe application must be able to send and receive from the following domains:kustomerapp.comapi.kustomerapp.comcdn.kustomerapp.comcdn.segment.comfonts.googleapis.comfonts.gstatic.comheapanalytics.com*.chaotic-static.com*.cloudfront.net*.cloudinary.com*.countryflags.io*.datadoghq.com*.googleusercontent.com*.google-analytics.com*.gravatar.com*.jsdelivr.net*.launchdarkly.com*.materialdesignicons.com*.maxcdn.com*.pusher.com*.pusherapp.com*.pndsn.com*.pubnubapi.com*.pubnub.com*.pubnub.net*.pubnub.io*.s3.amazonaws.com*.statuspage.ioWhat should I do if Kustomer gives an error about an authorized domain?If the computer you run Kustomer on is issued and managed by your employer, speak to your IT department. They'll be in the best position to adjust the needed settings on any VPNs or other software they provide to authorize these domains.If the computer you run Kustomer on is a personal device, check the settings on any ad blockers or content filters you have running. You may need to add an exception for kustomerapp.com so that traffic is not blocked when using our web app.Chat SDKMobileKustomer supports the following Android and iOS operating systems:Android version 5.0 or higheriOS version 11.0 or higherWebBoth the core and widget Kustomer Chat web SDK support the following browsers:Google Chrome: the two most recent stable releasesApple Safari: the two most recent stable releasesMicrosoft Edge: the two most recent stable releasesMozilla Firefox: the two most recent stable releasesMicrosoft Internet Explorer (IE): Version 11Non-browser environments such as Electron or WebView are not supported.API IntegrationsIf you integrate with Kustomer’s APIs, either by calling our APIs, sending incoming webhooks, or receiving our calls from outgoing webhooks and workflow requests, these requirements apply.Incoming requests to KustomerHTTPS with TLS 1.2 or 1.3Valid TLS certificates signed by a universally recognized trust rootCBC Ciphers not supportedNetworking libraries and drivers must be up to dateOutgoing requests from KustomerRequests by Kustomer to your systems will always originate from one of these IP addresses:52.70.7.2152.6.80.16552.73.233.82100.26.83.19618.189.151.1093.140.129.2113.13.132.15863.33.77.20752.49.166.8818.200.142.7116.16.0.10616.170.139.4613.53.248.21518.190.101.1593.140.229.1303.131.245.783.230.140.753.228.79.3954.243.49.2283.230.146.13834.206.15.873.229.13.18318.116.7.933.142.44.8918.189.130.46
  • Set up text message support

    The Kustomer Twilio integration allows you to set up SMS support for your support teams. Once SMS is set up, you can create a support number inside of Kustomer or bring your number, support short codes from Twilio, and send and receive text and picture messages directly from the Kustomer web app.When a customer sends an SMS message, Kustomer can create new customers and conversations from those messages. If an existing customer contacts you through SMS, Kustomer will create a conversation on the customer’s timeline.Who can access this feature?User typesAdmins can set up the SMS integration.In this articlePrerequisites for integrating Twilio - SMSInstall Twilio - SMSConnect your Twilio accountDisconnect a Twilio accountPrerequisites for integrating Twilio - SMSBefore starting this integration, you must have a Twilio account and access to your Twilio Account SID and Auth Token. You can find this information by logging into your Twilio console and viewing your Dashboard.Only one Twilio account can be added to a Kustomer organization at a time. Before setting up this integration, you should consolidate your Twilio phone numbers into a single Twilio account.Install Twilio - SMSTo begin offering support via SMS, install the Twilio - SMS app from within the Kustomer App Directory.To install Twilio - SMS:Go to Appsand select Explore Directory.Search for Twilio - SMS in the App Directory, and then select Install.Connect your Twilio accountOnce you install Twilio - SMS, you need to add your Twilio SID number, authentication token, and phone number to start sending and receiving messages.To connect your account:Go to Appsand select Twilio - SMS in the sidebar.Enter your Twilio SID number and your Authentication token in the appropriate boxes.Select Connect. You can now enter your Twilio phone number for SMS.Select Add new phone number.Note: For assistance with using Short Codes, or connecting your Twilio Copilot number, please contact support@kustomer.com and provide your Copilot SID (also referred to as a Messaging Service SID).Enter the phone number and select Add. The number will be added to the Text Messaging window. All connected numbers will show as a list if you previously added a phone number.You are now ready to communicate with your customers using SMS.When communicating with customers via SMS, keep in mind the following:Customer messages that are received within a 24 hour period are threaded into the same conversation. Customer messages received after 24 hours will create a new conversation. Outbound messages from agents will always remain threaded in the conversation they are sent from.Outbound Text/SMS messages have a maximum character limit of 1,600 characters. A single SMS message has a limit of 160 characters, so longer messages will be split across multiple texts. The maximum limit per reply is the equivalent of sending ten 160-character SMS messages at once.Since customers may pay for individual SMS messages, it's a good support practice to be mindful of character usage to avoid making users pay for unnecessarily long messages. If you have extensive information to share with a customer, consider following up with the customer on another channel like email.Disconnect a Twilio accountIf you need to change Twilio accounts or turn off this integration, you can remove your account from the Twilio app settings in Kustomer. This will remove your account SID and Twilio authentication token from Kustomer.To disconnect your account:Go to Appsand select Twilio - SMS in the sidebar.Select Delete.
  • Use keyboard shortcuts

    Keyboard shortcuts let you quickly perform the most common actions within Kustomer, saving you time and allowing you to focus on the customer. This article provides a comprehensive list of shortcuts to help you navigate and manage your tasks more efficiently.Who can access this feature?User typesAll users can access keyboard shortcuts if they are turned on for the organization.To access the list of available keyboard shortcuts, you can use the keyboard shortcut of the question mark ( shift / ) or go to your avatar in the navigation bar and select Keyboard shortcuts. If you don't have access to this list or if the listed shortcuts do not work, this setting may be turned off for your organization. For more information, see Manage your organization settings.Note: Shortcuts will only work when a text field is not in focus, or when your text insertion cursor is not currently located in a text field. If a text field is in focus, pressing any shortcut would simply add that character to the field instead of activating the shortcut.Key commands are nearly identical between macOS and Windows PC, and only differ in which modifier keys (Alt, Command, etc) are used.MacWindowsGlobal commandsStart a global searchoption + galt + gSearch in the current timelineoption + falt + fCreate new customeroption + calt + cOpen keyboard shortcuts? ( shift / )? ( shift / )Search the knowledge baseoption + halt + hGo to Inboxoption + ialt + iGo to Searchoption + salt + sConversation commandsReplyoption + ralt + rSend messagecmd + enterctrl + enterSend + mark donecmd + shift + enterctrl + shift + enterSend + snooze (conversation is snoozed for 24hrs from when using the shortcut)cmd + ctrl + shift + enteralt + ctrl + shift + enterMove focus out of editorescapeescapeDelete draftshift + escapeshift + escapeToggle doneoption + dalt + dSnoozeoption + zalt + zBoldcmd + bctrl + bItaliccmd + ictrl + iLinkcmd + kctrl + kExpand Text Conversation (Only available with Agent Assist)cmd + shift + ectrl + shift + eFix spelling and grammar (Only available with Agent Assist)cmd + shift + sctrl + shift + sSummarize Conversation (Only available on Agent Assist)cmd + shift + zctrl + shift + zTimeline navigationClose customeroption + walt + wGo to previous itemoption + jalt + jGo to next eventoption + kalt + kToggle event open/closeoption + xalt + xToggle smartbar\\Go up one pageshift + spaceshift + spaceGo down one pagespacespaceEdit customeroption + ealt + eSearch resultsToggle smartbar\\Go to previous resultoption + jalt + jGo to next resultoption + kkToggle selectionoption + xxOpen customeroption + ooSelect allcmd + option + actrl + alt + aViewing customer navigationGo to next customeroption + nalt + nGo to previous customeroption + palt + pGo to customer in slot 1g+ 1g+ 1Go to customer in slot 2g + 2g + 2Go to customer in slot 3g + 3g + 3Go to customer in slot 4g + 4g + 4Go to customer in slot 5g + 5g + 5Go to customer in slot 6g + 6g + 6Go to customer in slot 7g + 7g + 7Go to customer in slot 8g + 8g + 8
  • Platform terminology comparison guide

    Now that you've made the switch, it's important to learn the key terms used in Kustomer and how they compare to your previous platform.ConceptKustomerZendeskSalesforce Service CloudConversation ObjectConversationTicketCaseCompany ObjectCompanyOrganizationAccountCustomer ObjectCustomerUser/CustomerContact/CustomerCustom ObjectKObjectCustom Object BetaCustom ObjectShortcutShortcutMacroMacroDynamic TextDynamic textDynamic TextMerge FieldsWorkflowWorkflowTriggers, AutomationsRules/WorkflowTwitterTwitter MessagesTwitter TicketsTwitter CasesSnooze StatusSnoozePending, On HoldPendingDone StatusDoneSolvedResolvedAgent WorkspaceAgent WorkspaceAgent InterfaceAgent ConsoleCollaboration UsersCollaboratorsLight AgentsFlex timeTeamsTeamsGroupsGroupsSearchesSearchesViewsFilters / QueuesPush WorkQueues & routingPlay ModePlay / Omni-channel routingInternal NoteNoteNoteNote / ChatterReplyReplyExternal ReplyResponseProactive chatProactive chatChat TriggerAutomated Chat InvitationTagsTagsTagsLabels / NAKnowledge BaseKnowledge baseZendesk GuideKnowledgeObject ViewsObject Views / Klass ViewsLayoutsPage LayoutsIntegration ViewInsight CardZen PluginCanvas
  • Kustomer Glossary

    This glossary defines common terminology used across the Kustomer app and Settings, and throughout our help documentation.A  B  C  D  E  F  G  H  I  J   K  L  M  N  O  P  Q  R  S  T  U  V  W  X  Y  ZAAdministratorAn individual who has full access to everything in Kustomer.AgentSee User.APIThe Application Programming Interface of Kustomer that you use to make changes to or read from your Kustomer site.API KeysUsed to authorize Kustomer to send and receive data across integration touch points, enabling you to get the most out of the Kustomer platform. Managed under Settings > Security > API Keys. Learn moreAppAn application installed in your Kustomer instance. Kustomer app is also used in reference to the overall Kustomer environment that your team interacts with.App DirectoryA catalog of integrations that can be installed into your Kustomer instance. Organizes system and third-party apps that are installed or upgraded, or find available integrations to install. Can be browsed or managed by selecting Apps in the navigation bar.Application Language The default language that the Kustomer application uses. Changing this setting in the Personal Preferences  will automatically reload the app with that translation.ArticleA self-help document that provides answers for customers who are searching for questions or information on your Knowledge Base. Articles are used to answer common questions or educate about a product, system, or feature your organization offers. Learn moreAudit LogA feature in Security Settings to help organizations track changes across their customers that are performed by users and system automations. The level of detail provided can help triage changes that may have happened, such as conversation assignment changes. The logs also store previous attribute data so if something is mistakenly updated, you'll be able to see the previous data entry and re-enter it. Learn moreAuthenticationSign-on methods available to your organization, which can be adjusted in the Security Settings. Kustomer offers Google and Microsoft Single Sign On options, as well as SAML. Learn moreBBrandLarger organizations may contain multiple brand identities that are distinct to your customers. Under Settings> Administration > Brands, you can configure these brands to offer unique experiences for customers who interact with your knowledge base or chat. Learn moreBillingYour organization can manage payment and subscription options and view prior account statements in the Kustomer Settings.Business RulesA method to manage common automations and modify actions automatically when conversations are created or updated. Business Rules are a simpler and easier-to-use automation method than Workflows. Business Rules allow you to trigger changes based on Customer, Conversation, and Company attributes. Learn moreBusiness ScheduleIn the Administrative Settings, you can define your organization's normal business hours for conversations and chat on your Kustomer platform. Multiple schedules can also be defined for each region your business provides support in. Learn moreCCallable WorkflowA workflow that is triggered by a conversational assistant, as opposed to typical workflows that are triggered by an event. This advanced feature allows you to use data captured from a customer's interaction with a conversational assistant to return relevant data back to your customer. Learn moreCategoriesAn organizational tool for your knowledge base to group and organize your help content.ChannelThe method used for receiving and sending conversations. Examples include email, text, chat, SMS, and so on. Learn moreChatLive chat is a channel your customers can use to interact with your support team through the use of a chat widget on your website. Chat Management settings are available under Apps > Channels > Chat. Learn moreChat WidgetAn interactive Kustomer web element that can be placed on your website to give customers access to live chat support with your agents.Collaboration UserA user type for an individual that does not need full access to Kustomer, such as internal team members that might only use the app to offer support on certain conversations. Learn moreCompanies ReportOne of the Standard Reports where you can view statistics on your users’ interactions with Company profiles within your Organization.Company TimelineA view which provides a high-level overview of all activity from customers associated with a given company. To access this, you can filter on a company from the Search view. Alternatively, when a customer is associated with a company, the company will be displayed in the toolbar next to the customer's name. Clicking the company name in the toolbar or selecting View Company Timeline from the popover will both open the Company Timeline. Conditional BranchAn interaction type used in Workflows, Conversational Assistants, and other Settings. This allows you to automate more complex IF/THEN interactions that produce different kinds of responses based upon various inputs.Content AdministratorAn individual who can update customers, send messages, view reports, create teams/users/searches, and manage the knowledge base.ConversationAn inbound interaction between a customer and an agent. This may be a call, email, chat, or interaction through any other supported channel. Agents access these conversations from the timeline.Conversation CapacityA team setting that controls the amount of conversations a user can have in their inbox at one time. This calculation is based on conversation weight, which is defined when setting up a queue. Capacity is set in the team routing profile settings. Learn moreConversation ClassificationA prediction tool that uses machine learning and historical data to build predictions that will then be applied to incoming emails. These predictions are used to triage your queue and automate time-consuming agent tasks like flagging spam, routing messages to the correct team, and tagging urgent conversations. Conversation Classification can also improve agent efficiency by automatically predicting conversation attributes that agents would have to manually set. Configured in Settings> Kustomer IQ > Conversation Classification. Learn moreConversation StatusA way for you to visually show where a conversation is in the process of being resolved. Agents adjust status by using the Snooze and Done buttons in the Timeline. Learn moreConversation Sub StatusAdditional levels of granular detail for Conversation Statuses. Admins can configure additional statuses under Settings> Workspace > Conversation Status that expand upon the standard Snooze and Done status options. For example, you might have a Snoozed sub status named Waiting to specify when a conversation is snoozed due to a pending customer response.Conversation WeightThe total allocation of space that a conversation will take up in an agent's inbox. This value is set when configuring a queue, and applies to all conversations that enter the queue. Conversation weight is used in the calculation of conversation capacity to determine how many tickets an agent can handle at once. Learn moreConversational AssistantAn automated chatbot that integrates into your organization’s Chat Widget. A Conversational Assistant can collect details from users or deflect to your knowledge base to provide immediate assistance to customers. This is configured under Settings> Kustomer IQ > Conversational Assistants. Learn moreCustomerAn end-user client who engages with your business and sales/support teams. Customer details and conversations are collected in the Customer record, which is often created by an inbound call, chat, or email, and associated with the conversations that appear on that customer’s timeline.Customer ProfileAll the relevant details about a customer are collected in the Customer Profile. This contains basic contact info (name, email, phone), and can continue on to more details that may be specific to your business (CSAT scores, loyalty/rewards balances, last order date, and so on). This is visible from the Insight Panel when interacting with a customer, or by selecting the Profileicon in the toolbar. Also known as Customer Record.DData ConnectA feature to ingest object data from 3rd-party services or a homegrown backend into Kustomer. Use our guided wizard to set up a continuous import of ecommerce orders, booking reservations, or other common objects. Available under Settings> Administration > Data Import. Learn moreData ImportKustomer offers various options for migrating data into Kustomer from another platform. Managed under Settings> Administration > Data Import.Data MaskingA feature that hides a customer's sensitive data from unauthorized users in order to minimize accidental exposure of private data. Your organization can expose sensitive data as needed to relevant teams, without compromising the data or straying out of compliance. Agents without access can also request temporary permissions to view PII, but will otherwise only see an obfuscated version of customer data. Learn moreDeactivation (apps)After installing an app from the Kustomer App Directory, you can use the App Active toggle in the app listing to control the installation state of an integration. This lets an admin turn off the user-facing and automation portions of an app without removing app-created data. Learn moreDedicated AgentA feature of Queues & Routing that allows a single member of your team to routinely support a given customer. This allows you to offer white-glove service by routinely matching a customer with a consistent member of your team. This increases the likelihood an inquiry is handled efficiently and effectively by a familiar point of contact, while also factoring in your agents' current capacity and availability. This feature is managed in the General tab of Settings > Queues & Routing. Learn moreDeflectionThe act of redirecting customer inquiries to knowledge base articles, which enables the user to self-serve and find a quick solution to their inquiry without waiting to speak to an agent.Deflection ReportOne of the Standard Reports where you can view statistics about interactions where customers are redirected to self-help resources. This helps you understand how well your deflection efforts are working, and identify any improvements that can be made to your articles to improve their effectiveness.DrilldownsA feature of Reports that allows you to interact with data points in your charts or tables and see the conversations, customers, or custom objects used to calculate your metrics. From a drilldown, you can jump to view the data on a customer’s Timeline or explore your results in Search. Learn moreDynamic Form FieldsA method for non-technical users to create a single form for multiple different contact scenarios. Conditions can be added to the attributes within the builder, so you can dynamically display followup questions that are relevant to a customer's response to a previous question. Learn moreDynamic TextResponsive variables that can be added to messages, which bring in data from Customer and Conversation KObjects. This can be used in chat to make your messages more personalized, like greeting your customers by name. Learn moreEEmailA channel for communicating with customers via email. Customers can contact you directly via email using your organization's email alias. You can also forward your existing email to this address, or configure your own domain. Email settings are managed in Apps > Channels > Email. Learn moreEmail HookA webhook that works through a unique email addresses that can be Bcc’d in order to trigger a workflow. Kustomer will parse JSON and JSON-LD syntax directly from the HTML markup in your email and make it available to you in a workflow. Email hooks are commonly used to update order and shipment details in Kustomer by adding the email hook address in the Bcc field of emails that are already being sent to customers. Learn moreEmail TemplateA standardized shared style that is applied to your outbound emails and satisfaction surveys. Admins can add or customize templates in Settings> Administration > Email Templates. Learn moreFFacebook MessengerA channel that lets customers chat with you using Facebook. Manage settings for this channel under Apps > Channels > Facebook Messenger. Learn moreFormsA knowledge base feature that offers a simple way for your customers to provide feedback or request email support from you, directly from your help site. Adjusted from Settings> Knowledge Base > Forms. Learn moreForm HooksA webhook that works through a unique URL to which users can send data in an HTTP POST request. Currently, form hooks accept JSON and Form-Data content. Form hooks do not require any authentication and are best suited for use in public HTML forms or anywhere authenticity of the sender is not important. Learn moreFull-time UserA user type for an individual with full access to Kustomer.GGmailAn integration in Apps > Channels > Gmail that allows your users to send and receive Gmail messages from your Kustomer instance. Learn moreHHeatmap ReportOne of the Standard Reports which helps you understand your organization's activity throughout the week and identify busier periods. Learn moreHooksSee Webhooks, Email Hooks, and Form Hooks.IInsight CardA view that displays information from a custom object or an external system. This is usually located on the right side of the Kustomer interface, in the right panel below the Insight Panel. From a development perspective, an Insight Card is built in the same manner as an Object View, but is designed to appear in the Insight Panel, and there can be more than one for an object. Insight Cards can be associated with built-in objects like Conversations and Customers, as well as custom Klasses. Also referred to as Insight Context Card.Insight PanelThe collapsible right panel of the Customer Dashboard that displays context cards, sentiment information, and object details.Intent DetectionA feature of Conversational Assistants that detects when customers enter specific words or groups of words in your chat, and redirects them to a specific dialog so that they can get the correct answer. Build intents around the phrases your customers regularly use in contacting you. For example, an intent built to detect questions about order status might look for keywords like "where is my order," "delayed," "shipping status," etc. Learn moreIntent IdentificationSee Conversation Classification.JKKlassesKustomer uses Klasses to define the attributes associated with each object type in your platform. A Klass is the definition of custom objects (Objects), capturing the name of the object (e.g. “order”), an icon to represent it, and the properties that individual objects can have (e.g. an order number). New attributes can be added to standard Klasses to store custom information related to a Customer, Company, Conversation, Message, or User. You can also add custom attributes for your custom Klasses. Learn moreStandard Klasses:There are five standard Klasses:Company: the company object, associated with the Customer.Conversation: the conversation object, associated with the Customer and Message.Customer: the customer object describing customer attributes.Message: the message object, associated with Conversation and Customer.User: this represents all types of Users that can log into Kustomer, and can be used to allow business rules and routing to access custom data. This klass has no standard attributes defined, but you can add custom attributes to it in the same way as any other standard or custom object.Custom Klasses:You can also create custom Klasses, which are used to model more complex objects that map to your business workflows. Custom Klasses are commonly used to store, model, and render Objects. For example, an ecommerce company commonly uses a custom Klass for Orders, which brings in data from an external ecommerce site like Shopify.Knowledge BaseYour organization’s collection of public-facing self-help content.KObjectsA custom object or KObject is a single instance of a Klass. Using an order example, the Klass is “Orders”, while a KObject might be “Order #abc123”. Our data layer creates “first-class” KObjects, which are the building blocks of Kustomer. KObjects unify information from external systems with customers and conversations. You can build your own KObject out of any data posted to Kustomer using a form, webhook, or email. You can easily customize the view of your KObject for your team using Klass Views, which is then displayed in the timeline. Kustomer indexes your KObjects which makes it possible to search, update, and reuse KObjects via workflows.KustomerThat's us! Our documentation refers to Kustomer and Kustomer app interchangeably to refer to the overall Kustomer environment that your team interacts with.Kustomer AccessSecurity Settings that allow you to limit access to your Kustomer org to a range of IP addresses, and monitor access events through audit logs. You can manage this under Settings> Security > Kustomer Access. Learn moreKustomer TimelineThe main agent working area of the Kustomer app used by your organization's sales and support teams.Kustomer IQA tiered plan offering that leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate.Kustomer UniversityOur learning management solution that offers a series of guided programs and courses to help onboard agents and admins. We offer a growing library of training resources that incorporate videos, best practices, and activities. You can access Kustomer University from your avatar menu while logged in to Kustomer. Learn moreKView / Klass ViewKView (short for Klass View) is an older deprecated term for Object View or Insight Card, which may still appear when developing Kustomer apps. See Object View and Insight Card.LLinked ConversationsA feature that allows you to freely and non-permanently associate conversations with one another, even messages that are sent from different parties. This allows your team to offer better support by giving agents the flexibility to quickly reference other related or dependent conversations. This would be useful when multiple customers contact you about a shared booking, or for status updates on an order that is still awaiting fulfillment from your third-party supplier. Learn moreLive ModeA feature of Search that allows you to convert any Custom Report into a live dashboard. Select the Live Mode button in the toolbar above a report to switch to a maximized view that refreshes automatically every 30 seconds, with date ranges updated to Current Day and hourly histogram charts. Data refreshes will pause when you move to a different tab in the same window, but will continue when running in an unfocused window to make it easy to broadcast live statistics to an external monitor. You can also quickly swap from Today to Past Hour for high-volume organizations.LocalizationUnder Settings> Administration > Localization, you can set the default language for your organization, and enable additional languages as needed. Configuring additional languages in the settings allows you to offer localizations in your agent interface, Knowledge Base, Chat, and more. Learn moreMManagerAn individual who can update customers, send messages, and has access to Reporting, Searches, and creating teams/users/searches.NNoteInternal communications visible only to users in an organization. You can use notes in the conversation view to collaborate with other members of your organization and share updates about a support request.NotificationAlerts for incoming messages. Adjusted from Settings> Personal > Notifications. Learn moreOObject ViewThe way that Customers, Conversations, and KObjects (custom objects) are displayed in Kustomer. These views can be rendered in various ways depending on where you want to make the information visible, and the object you are using. Older documentation sometimes refers to this as Klass View or KView. For an object view that targets the Insight Panel, see Insight Card.OrganizationUsed to refer to your company, and your team’s configuration of Kustomer as a whole. Organization settings that would impact functionality for all of your employees is controlled under Settings> Administration > Organization. Shortened as Org in some settings and documentation.Org OwnerAn individual who has full access to everything in Kustomer. The owner of your organization cannot be deleted or changed by any individual with lower permissions.Org LoggingA subset of the Security Settings that notifies you of any errors encountered with specific installed apps, and recommends the next best steps on how to resolve them. Learn morePPerformanceAgents have access to personal performance metrics. This is accessible from your personal account page and used to keep track of your performance so you can improve upon your key metrics, such as the total number of conversations you have marked done, and your first contact resolution rate. Learn morePermission SetsDefinitions that control what users or teams can see and do within the platform. With Permission Sets, you can grant users levels of access to data and actions within Kustomer. Your organization contains default permission sets (like Admin, Content Administrator, User, etc.), as well as up to 10 custom permission sets. Set up under Settings> Users > Permission Sets. Learn morePlatformThis term is used in various ways to refer to different aspects of Kustomer, or the app itself:Kustomer platform - Used to refer to the Kustomer product, or application as a whole.Kustomer Apps Platform - Productized integrations that other developers and services can build and offer within our App Directory. For more information, see App Directory.Platform - Subsection of Settings that contains preferences for Business Rules, Inbound Webhooks, Klasses, Outbound Webhooks, Queues & Routing, and Workflows.PortalA feature that allows you to create a branded login area where customers can sign in to view and respond to all conversations they've had with your support team. Learn morePreferencesPersonal settings that you can adjust to control the Kustomer experience. Accessed in Settings> Personal > Preferences.Proactive ChatA method to invite your website visitors to start a chat conversation, instead of waiting for customers to initiate a conversation. Accessed in the Conversational Assistant settings. Learn moreProductivityA subset of the Settings Overview that recommends ways to leverage content and automations that make your agents more effective.QQueues & RoutingYou can automatically route conversations from any channel to available agents within Kustomer. Queues can be seen as buckets, or containers, that hold conversations that are waiting to be assigned to an agent based on criteria that you set through queue rules. Queue KeyA string identifier you can set on a queue to refer to it while building queue rules. This advanced feature lets you build flexible rules with variables so you can power multiple queues with a shared queue rule. Learn moreQueue RuleA set of conditions, or criteria, to determine how conversations get assigned to a queue using customer and conversation data. Learn moreRRead ReceiptMessages sent over chat can display their status so your agents can identify whether a message has been delivered or seen by the customer. Hover the cursor over any status to view timestamps for read actions.ReportingA view in the Global Navigation bar that provides data visualizations for various aspects of your organization’s performance.RoutingSee Queues & Routing.Routing ProfileA team setting that lets you assign queues to teams. This is used to determine which conversations get assigned to agents, and the amount of tickets that agents are given to handle at a time. Configured in Settings> Users > Teams, then Edit the desired team. Learn moreSSatisfactionA metric for how your customers evaluate the service your agents are providing. Satisfaction is collected through the use of Satisfaction surveys that  measure your customers’ happiness with your support team after a conversation is marked done across every channel.  Learn moreSatisfaction ReportOne of the Standard Reports where you can view summary data related to surveys executed through Kustomer's Satisfaction product. SearchA temporary or permanent filter to find customers or conversations in the Customer Dashboard. Learn moreSeasonal SeatsA user type that offers the same features and functionality as full-time users, but is only active for a set period of time. This can be used to staff up for the holidays or other seasonal increases in support volume. Learn moreSentimentA measure of sentiment derived from the text of a conversation, powered by Amazon Comprehend.Service Level Agreements (SLAs)A method of measuring Conversation metrics to ensure you are providing consistent support to your customers. SLAs are designed by setting conditions in which they apply to a Conversation, selecting the metrics you’d like to measure, and inputting target times for each metric set. Learn moreSetup GuideIn-app help resources to help admins get their organization up and running in Kustomer. Setup Guides offer a variety of walkthroughs, tours, and best practices recommendations to assist with onboarding your team. Find under Settings> Overview > Setup Guide.Scheduled ExportsThe ability to configure a recurring export that will run on a daily, weekly, or monthly frequency. Learn moreShortcutA recorded snippet of text that automatically expands and inserts frequently-used response text. Can contain dynamic fields to pull customer info. Learn moreSnippetsA feature for agents to create consistent, multi-language responses that can be reused in messages, email templates, and chat. Learn moreSnoozeThe ability for a user to pause a conversation for a period of time or until a customer responds.Spam FilterAdministration Settings option to automatically mark inbound emails from specified addresses as spam. Learn moreStandard ObjectsThe basic data objects installed on every Kustomer organization. The main set of Standard Objects data models include Company, Customer, Conversation, and Message.Sub StatusSee Conversation Sub Status.TTagA color-coded label that allows your team to quickly identify a conversation.  Once tags are added to a conversation, you can create a search filter to group these conversations together for better organization. Tags are managed under Settings> Workspace > Tags. Learn moreTeamHow you group users together to match your organization's structure and responsibilities. Teams can be created to organize users by skill (such as, product, billing, returns, or technical) or by department (such as, support, sales, or marketing). How you set up your teams depends on how you want to define your workflow and organize your users. Managed under Settings> Users > Teams. Learn moreTeam PulseA dashboard view that allows managers and administrators to see what agents are working on in real-time, and quickly jump to the customers and searches that agents are viewing instead of relying on manual searches. Team Pulse is a dedicated view visible to individuals with reporting access, which is accessible from the Global Navigation bar.Text MessagingA channel to communicate with customers using SMS text messages. Managed under Apps > Channels > Text Messaging. Learn moreThemeA way for you to customize how you view the Kustomer application and knowledge base to match your company’s branding. Managed under Settings> Knowledge Base > Themes. Learn moreTimelineA listing of events and objects associated with the current Customer. Timeline objects may also have a custom view.Timeline LayoutYou can display custom Klass objects like Orders in a customer's timeline, and use the Timeline Layout to customize the appearance of the custom object and select which attributes to show agents. Learn moreTimeline PinningA Timeline feature that allows you to keep conversations and KObjects pinned at the top of the Timeline for quick and convenient access. Learn moreTwitterA channel that allows agents to communicate with customers and track conversations over social media. Managed under Apps > Channels > Twitter. Learn moreUUserA team member of your customer service, sales, or support team that uses Kustomer to interact with your customers. Also referred to as Agent. Users work primarily within the Kustomer timeline and are often given the User permissions set, which allows them to update customers and send messages, but do not have access to settings or configurations. User ManagementIn Settings > Users > Users, you can manage the individual users that have access to your organization's Kustomer app. Learn moreVVisual BuilderA design interface in Settings that enables non-technical users to easily customize email templates and knowledge base themes without the need to know how to write HTML/CSS.VoiceA channel that allows your organization to support customers through a phone call. Voice integration with Amazon Connect can be configured under Apps > Channels > Voice. Additional voice integration options are available by installing apps from the App Directory. Learn moreWWebhooksA flexible and extensible method to sync your data in real-time between Kustomer and third-party applications and services. A webhook allows one application to be notified when an event occurs in another application. This makes it possible for an application to deliver data to another app, without having to continuously poll a service to discover recent changes. Other products and services sometimes refer to this as a Reverse API, HTTP push API or web callback. Learn moreInbound Webhook - a way for you to receive events from other products and services into the Kustomer platform.Outbound Webhook  - a way for you to send Kustomer events to other systems. Managed under Settings> Platform > Outbound Webhooks. Learn moreWidgetCan refer to Chat Widget, but also used in reference to any app integration that displays as a special icon at the bottom of the global navigation sidebar. Sidebar widgets are currently only applicable to organizations with app integrations that use an icon widget (like UJET and Shelf), but in the future this may apply to additional integrations which operate through a sidebar icon. See Chat Widget.WorkflowAn automation that can be triggered when events occur in Kustomer or in any connected app, then use conditional branching to add tags, assign users, create customers, or even make calls to external systems. In contrast to Business Rules, configuring Workflows in your organization usually requires assistance from your implementations team.  Learn moreXYZ
  • Check Kustomer system status

    The Kustomer Status page at status.kustomer.com is the best place to monitor our platform's current system status. We also offer an overview of historical uptime and past incident history.You can expand each server section to review a breakdown of uptime/downtime for individual platform components, features, and integrations.Want to get notified about status events? Use the Subscribe To Updates option in the banner to sign up for notifications over any number of supported channels like email, SMS, RSS, and more.If you're in the Kustomer app, you'll also find a shortcut to our status page by selecting your profile icon at the bottom of the sidebar, with a live preview of any status events.If an outage or downtime event is in progress, you'll also find status banners and notifications in the Kustomer app and on our websites.
  • Manage your subscription and billing

    On the Manage Subscription settings page, you can see an overview of your Kustomer payment plan. You can increase seats, preview associated costs, update your payment information, and submit purchases directly from the billing page. Who can access this feature?User typesAdmins can access billing settings.In this articleAccess your billing overviewAdd seats to your planUpdate your payment methodAccess your billing overviewYou can find your Kustomer subscription details within the app by going to Settings > Billing > Manage Subscription.From the billing overview, you can review a cost breakdown for your current plan, which includes the total number of seats, add-ons, and your renewal date with annual cost. You'll also see your payment details with the card on file for billing, payment address, and a list of emails where your invoice will be sent on plan change or renewal.Add seats to your planExpanding your support team? You can instantly increase the number of users anytime by adding seats to your plan. When you add users to your plan, you will be billed immediately for additional Full-Time Users seats according to your contract price. This will update your company's contract terms with the new Full-Time seats priced according to your contract for the remainder of the current subscription term. Seats cannot be reduced prior to renewal of your company's contract.Note: You cannot decrease your user limit in the Kustomer platform. To get more information about decreasing your user limit, please reach out to client-billing@kustomer.com.To add seats:In the Manage Subscription settings, select Add Users.A popup will appear. Enter the number of additional seats in the field provided. You'll see a preview that confirms the total number of seats after making this change.Review the Annual Billing Preview to compare your current and new plan cost and seat totals. This preview calculates the total seats and add-ons so you can understand the annual total cost.Review the Total Due Today which covers your prorated plan cost and estimated taxes.Select Review Updates when you're ready to proceed.On the confirmation page, you'll see a final confirmation of how your plan is changing and how much you'll be charged today. To finish, press Submit Purchase.Note: Seats and plan type cannot be reduced once purchased until the end of the contract terms.Update your payment methodReview and update your payment method from the Payment Details section of the Manage Subscription page.To update your payment method or billing address:Select Settings > Billing > Manage Subscription.In the Payment Details section, select Update Payment.To make changes to your credit card, select Update Credit Card Information.Update your billing address as needed.Use the Email for Invoicing section to change the primary email, or to add additional invoicing emails.When you're finished, select Save Changes.
  • Local latency troubleshooting

    Occasionally, Kustomer can run slower than expected, and the causes can vary. This article outlines how to troubleshoot any slowness you see on Kustomer, and what you can do to address the problem.In this article:Check the status pageClear cache and cookiesCheck browser settingsCheck network settingsContact SupportCheck the status pageThe first thing to check when experiencing latency is our Status Page. If you don't see any issues posted here, then the slowness is most likely a local issue and more troubleshooting will be required.Clear cache and cookiesThe most common cause of a slow Kustomer connection is an interruption in traffic between Kustomer and your web browser. A good first step to troubleshooting is always to clear your web browser’s cache and cookies. Here are instructions on how to do this in Google Chrome, our recommended web browser: On your computer, open Chrome.Open the menuon the upper right corner.Select More tools > Clear browsing data.At the top, choose a time range. To delete everything, select All time.Select Cookies and other site data and Cached images and files and then Clear data.If Kustomer is still showing latency after clearing the web browser's cache and cookies, the next step is to take a look at the browser settings.Check browser settingsSlowness brought about by browser settings is usually caused by one of the following:Using Kustomer in multiple tabsAn out of date browserProblematic browser extensionsIf you are using Kustomer in more than one tab, try closing one to see if the issue persists. Kustomer is designed to only be used in one tab. Accessing our website using more than one can lead to unintended behavior like slow loading times.To check the version of the web browser you are using, just navigate to this website. Here, you’ll be able to see if your web browser is up to date. If it isn’t, please update to the latest version to see if that resolves the issue. To identify if one of your extensions is the culprit behind slow loading times, try accessing Kustomer in an incognito tab. If platform latency isn’t happening in incognito mode, then your extensions are most likely to blame. To figure out which extensions are causing this, go back to your regular browser tab and disable all extensions. Then, turn them back on one by one. If Kustomer starts loading slowly after turning on a specific extension, then that extension is most likely the issue.If Kustomer is still loading slowly after trying the above, the next best step is to take a look at your network settings.Check network settingsLatency caused by network settings can usually be caused by the following:Slow internet speedsUsing a VPNBlocked domains and IP addressesKustomer events are received and sent in real time, so a stable wifi connection is required for the app to run correctly. The recommended network bandwidth is 10Mbps for both uploading and downloading data. You can check your network connection by running a speed test here. Select Go and you’ll soon know exactly how fast your internet speed is.Incorrectly configured VPN's can also disrupt traffic between Kustomer and users. If you are using a VPN, please try disconnecting from it temporarily to see if the issue persists. If it doesn't, then the slowness was most likely caused by your VPN configuration.Kustomer uses a variety of domains and IP addresses to handle the real time events that come in and out of our platform. If any of these are blocked, then Kustomer won’t load as expected. Please make sure the domains and IP addresses linked in our System Requirements help center article are added to the allow list in your network settings. Contact supportIf Kustomer is still loading slowly after trying the above troubleshooting steps, please reach out to our support team. When you contact them, be sure to include the following information in your request:List of affected users and their locationsDetailed description of the issue along with a video of the issue (if possible)List of troubleshooting steps already triedSpeed test resultsBrowser type and version
Powered by Kustomer