Manage your data

Webhooks let you connect two applications and automatically sync data between them. Outbound webhooks send events from Kustomer to other systems. They accept unique URLs and send data in JSON format as events occur in Kustomer.Webhooks are best suited for server-to-server communication where verifying the sender's authenticity is important. In Kustomer, posting to a webhook requires a Kustomer API key with the org.permission.outbound_webhook permission. Learn more about creating and using API keys in the Kustomer Developer Portal: Kustomer REST APIs Who can access this feature?User typesAdmins can access the Outbound webhooks settings page.In this articleCreate an outbound webhookWebhook secretsManage your existing outbound webhooksCreate an outbound webhookYou can set up to 5 outbound user-created webhooks up at any time in your Kustomer organization.Note: Webhooks allow organizations to send events and their related data payloads from the Kustomer app to third-party applications. Since this method grants your data to external parties, exercise caution and due diligence when researching providers to ensure that the recipient will handle your data responsibility.To create an outbound webhook:Go to Settings > Platform > Outbound webhooks.Select Add Outbound Webhook.Enter a name for the webhook, which is how you'll identify this hook throughout the Kustomer platform.Then, fill in the Destination URL. This is the inbound webhook URL for the application that will receive data from Kustomer.Next, choose which Kustomer events trigger the webhook to send data. Use the Webhook Trigger Events to set any number of the following Kustomer events:Conversation CreateConversation UpdateCustomer CreateCustomer UpdateMessage CreateMessage UpdateTeam CreateTeam UpdateUser CreateUser UpdateSelect Save Changes in the bottom toolbar.Learn more about outbound webhook content in our Developer Portal in: Kustomer Apps Platform: Sample trigger event payloads.Webhook secretsKustomer uses a webhook secret to ensure that the webhook is signed and verified. The secret is created once you add a new outbound webhook. Kustomer's outbound webhooks have a SHA256 HMAC signature in their X-Kustomer-Webhook-Signature request headers. When creating a token via the API using POST /v1/outbound-webhooks, the return body contains a token field that contains the secret we use for the HMAC signature. You can use this secret to validate the HMAC signature on the receiving end.To validate a signature:Here's an example of validating the webhook signature using JavaScript.const crypto = require('crypto'); // kustomerSecret can be found in Outbound Webhook UI const computedSignature = crypto .createHmac('sha256', kustomerSecret) .update(httpBody) .digest('hex'); // receivedSignature is in X-Kustomer-Webhook-Signature header if (computedSignature === receivedSignature) { // request was signed by Kustomer };In the above JS example, the key is the outbound webhook's token field. You'll locate the kustomerSecret in the Outbound Webhooks Settings.To view a webhook's secret:Go to Settings > Platform > Outbound webhooks.Locate the desired webhook and select Edit.Scroll down to the Header Information section.Note: The secret is only generated after you initially save a webhook. If you're currently creating a new webhook, you'll need to save it first, then reopen the editor to access the secret.Manage your existing outbound webhooksYou can manage all of your outbound webhooks from one page. Select Settings> Platform > Outbound Webhooks to access a list of your configured outbound webhooks.Turn off a webhookYou can deactivate a webhook by turning off the toggle on this page. A webhook will also be automatically turned off if it is revoked or not working.Edit a webhookYou can edit an existing webhook by selecting it. Once you have made any necessary edits, select Save Changes.Delete a webhookYou can edit your existing webhooks by selecting Delete or Edit and then Delete from its page.Retry policyWe attempt to send an event 10 times over an approximately 80-minute timeframe. If an outbound webhook request is unsuccessful 10 times in a row, the webhook will be turned off and must be turned on again manually. After this occurs, please return to the Outbound webhook page to verify everything is set up correctly, then turn it back on when it's ready to be used.

This article shares details about Kustomer platform storage limits and pricing options. Storage limits and pricing reflect that of production, non-sandbox organizations. For information on limits for Kustomer features, see Application limits.Who can access this feature?User typesAdmins can access the Platform Usage page.In this articleKustomer platform storageStorage categoriesData storageAttachment storageStorage limitsExceeding default storage allocationsView platform storage usagePurchase additional data and attachment storageKustomer platform usageOur storage limits and pricing defined below consider various levels of resource use in the Kustomer platform. This includes all primary data storage, replication, multi-region backup data transfer and storage, and search indexing storage and replication.For this article, units of bytes are calculated as follows:One kilobyte (KB) means 1000 bytes.One megabyte (MB) means 1000 kilobytes.One gigabyte (GB) means 1000 megabytes.One terabyte (TB) means 1000 gigabytes.Storage categoriesKustomer's storage limits are broken into 2 main categories: data storage and attachment storage. Data storageThe data storage category represents the total storage size of all standard and custom objects, including all standard and custom attributes. Storage in this category is calculated by multiplying the quantity of each Klass type by its corresponding storage size and then taking a sum of the total.Klass typeStorage sizeCompany0.1 KBCustomer0.1 KBConversation0.5 KBMessage0.2 KBAttachment0.1 KBEvent / Audit Log0.07 KBNote0.2 KBCustom object dataStorage sizeKObject0.5 KBCustom attribute (including custom attribute strings on standard objects)0.05 KBNote: KObject storage size excludes using the Data attribute, which is treated as attachment storage. Use of the Data attribute may be included in additional attachment storage usage charges in the future.  Attachment storageThe attachment storage category represents the total storage size of all the files attached to standard or custom storage objects, including email attachments. Storage size in this category is based on the size of the attachment content of the uploaded file rounded up to the nearest KB.Storage limitsStorage limits are allocated by organization and user, with defaults for the organization by subscription plan type and per-user allocations by subscription plan.Default storage allocation per organization*The values in the table below are allocated by default for all organizations.*If you have created multiple organizations under your account, the amounts below will be allocated pro-rata across the number of organizations on your account. PlanDefault storageAdditional storage allocation (seat-based plans)Additional storage allocation (conversation-based plans)*Data storageAttachment storageData storageAttachment storageData storageAttachment storageProfessional (legacy plan)2.5 GB5 GB125 MB per full-time user1.25 GB per full-time usern/an/aBusiness (legacy plan)5 GB10 GB250 MB per full-time user2.5 GB per full-time usern/an/aEnterprise10 GB20 GB500 MB per full-time user5 GB per full-time user150MB / 1k committed conversations3 GB / 1k committed conversationsUltimate 20 GB40 GB1 GB per full-time user10 GB per full-time user300MB / 1k committed conversations4GB / 1k committed conversationsThe values in the table above are allocated for each full-time user license on your subscription plan at the end of each calendar month during your subscription term in addition to the per-organization allocation. For clarity, if your organization adds or removes full-time user licenses within a calendar month, your default storage allocation will be adjusted based on the number of licenses at the end of the calendar month. No additional storage allocation is provided for seasonal or collaboration users.*If your organization has purchased a custom usage-based license that measures usage every month, the additional data storage per full-time user will be based on a straight-line average of full-time users across the commitment period instead of the actual usage in any given monthly period.Exceeding default storage allocationsIf you exceed your default storage allocations, Kustomer reserves the right to enforce storage limits, including charging for additional usage, restricting the creation of new data, and/or reducing existing data storage usage.View platform usageYou can view your current usage of your platform storage in Settings > Platform > Platform Usage at any time. For more information on how to manage your data, see Manage platform usage.Purchase additional data and attachment storageAdditional storage can be purchased at the following rates: Data storage is $50 per additional GBAttachment storage is $1 per additional GBYou can contact customersuccess@kustomer.com to purchase additional storage and add it to your default limits. If you do not purchase additional excess data and/or attachment storage prior to the end of the calendar month in which you exceeded the limits on your subscription plan, Kustomer will invoice you on a monthly basis for the amount of additional data and/or attachment storage at the rates set forth above to raise your limits to the amount you need to bring your data storage and/or attachment storage in compliance, and you agree to pay such data and/or attachment storage fees, as applicable.Note: If you have questions about your data storage or managing storage limits, please reach out to your aligned CSM or to customersuccess@kustomer.com.

Exporting Kustomer data to CSV is easy with the Export Buddy app. Download it from the Kustomer App Directory to export user and team data along with snippets, shortcuts, conversation tags, and knowledge base articles. Who can access this feature?User typesAdmins can ainstall this app.In this articleInstall the Export Buddy appExport dataIncluded attributesInstall the Export Buddy appGet started by installing Export Buddy from the Kustomer App Directory. Go to Apps  and select Explore Directory.Search for Export Buddy in the App Directory, and then select Install.Export dataAfter the 1-click install, you can now use Export Buddy to output Kustomer data to a CSV file.To export data with Export Buddy:Go to Apps and select Export Buddy.Select the data you would like to export.Select Export.The export may take a few minutes to process. When it's complete, select Download file to save the CSV.If you selected user, team, snippets, shortcuts, or conversation tags, the CSV will include associated attributes listed as columns.If you selected knowledge base articles, your file will be downloaded as a compressed ZIP document. Unzip the file to access your article data. Note: Knowledge base article exports can take a longer time to generate. Please do not close the active tab while the export is processing.Included attributesThis section lists the attributes included for each type of export.UsersidnamedisplayNameuserTypeemailisEmailValidroleGroupscreatedAtmodifiedAtmodifiedBydeletedAtaccountStatuslastLoginDateteamsTeamsidnamedisplayNamecreatedAtmodifiedAtmodifiedByqueuesSnippetsidnamedescriptionsourceappcategorykeycreatedAtupdatedAtTranslations for available languagesShortcutsidnamedraftTextcreatedAtmodifiedAtupdatedAtisPrivatedeletedrevcategoryconversationTagsconversationTagsOperationconversationFieldsConversation TagsidnamecolorcreatedAtmodifiedAtupdatedAtdeletedKnowledge Base ArticlesidtitlehashversionIdlangknowledgeBasecategoriestagsversionTitleslugstatusscopeversionhtmlBodycreatedAtupdatedAtpublishedAt

Exporting data can be done in several ways and sometimes has specific limitations when using Kustomer. This article will outline some of the export data options available with Kustomer.Who can access this feature?User typesAdmins and Org Owners have access to exporting data.In this articleExport Buddy appData export via reportingData export via a saved searchData export via APIExport Buddy appExport current users, teams, snippets, shortcuts, conversation tags, and knowledge base articles with the Export Buddy app. This tool provides you with a CSV of the option you choose so you can then track, edit, or audit your data using your tool of choice outside of the Kustomer platform.This tool can be added to your organization by going to Apps, finding the app in the directory, and downloading it. Once downloaded, it should be located in downloaded apps on the left side of your screen when you are actively viewing the apps section of Kustomer.See Export data with Export Buddy for more information.Data export via reportingData exporting can also be accomplished in Kustomer's reporting section. You can export the Conversation, Conversation Views (Handle Time), Customer, Message, and Note object types. Data exporting from a 30-day time frame is possible (historical time is unlimited), and up to 25 attributes can be selected at one time.It is also possible to export a single selection or on a schedule (daily, weekly, monthly), with the option to add multiple recipients to the list for both. See Export raw reporting data for more information.Data export via a saved searchVirtually any data that can be searched for can also be exported once the search has been saved. Searches will return conversations, messages, and custom object data that have been updated in the past 2 years. Data that was updated more than two years ago will not be included in the search. A maximum row count of 50,000 is allowed per export. This can be calculated by multiplying the search results by the number of attributes selected in the export.See Export search results for more information.Data export via APIFinally, exporting data can also be accomplished via the Kustomer API, which allows for even more customization and possibilities based on need. However, machine users would be bound by the API rate limits.See Kustomer API docs and API rate limits for more information.

To ensure quality service and to prevent abuse, Kustomer limits the number of API requests that can be made in a short period of time. API rate limits differ by pricing tier. In the response header of most APIs your current rate limit (x-ratelimit-limit) and remaining calls (x-ratelimit-remaining) will show. You can also see your rate limit and usage in the Kustomer platform. Who can access this feature?User typesAdmins can access the Platform Limits page.In this article:View API usage and rate limitsRate limit detailsView API usage and rate limitYou can track your API call usage in the Kustomer platform by going to Settings> Platform > Platform Limits and selecting the Rate Limits tab.You can view API usage in ranges from the past 30 minutes, 60 minutes, 24 hours, or 7 days. Or, by clicking in the date field next to the calendar icon, you can input a custom range to view. The toggle to the right allows you to view usage by API key or by endpoint. The dropdown on the right within the chart allows you adjust the y-axis of the chart to break down data anywhere from minute to weekly. The red line on the chart shows where your rate limit is. If your organization has lower API usage, click the Rate Limit key at the bottom left of the chart to zoom in.  The API rate limit is applied across all API tokens configured for your organization. The default rate limit interval is 60 seconds.Rate limit detailsVisit the pricing page to view the rate limits for your plan.Standard API limitsThis limit is counted against the sum of requests through the API across the entire platform, regardless of the endpoint or target object.This limit is for API keys such as backend integrations and includes requests that pass through the API like bulk requests, paginated requests, and agent actions.This limit does not apply to workflows and business rules, which do not pass through the API.Non-machine (human) users using the app have a limit of 1,000 rpm.Data services like Kinesis do not count toward your API rate limit.SearchesMachine users have an independent rate limit of 100 rpm, unless otherwise stated in your order.Non-machine (human) users using a search in the app do not have a rate limit.Webhooks / form hooksWebhooks and form hooks have an independent rate limit of 1,000 rpm for Enterprise and 2,000 for Ultimate.Webhooks have a body size limit of 400kb, including whitespace.Standard integrationsStandard integrations that we offer for inbound/outbound message processing (such as Postmark for email, Twilio for SMS, or Facebook Messenger) are not rate-limited by organization.However, some of these integrations are limited in other ways. For example, Postmark limits the number of inbound emails from the same email address to 20 per hour to prevent an auto-reply loop.Object-specific rate limitsAny conversation/company/message object record can be updated 100 times in 10 minutes. This also applies to internal updates to a single customer record (such as via workflow).Customer via API is the only exception to this rule. A single customer can be updated via the API 600 times in 10 minutes.A single request has the potential to incur a count against both the standard API limit and object-specific rate limit thresholds, such as an API request to update an object.Workflow executionsWorkflow executions are limited to 1,000 requests per 30 seconds per event type (for example, Conversation update). This is to prevent infinitely looping workflows.Learn more about rate limiting and using our API in the Kustomer Developer Portal.

This article explains how to view your current platform usage, manually delete data, and set up automated deletion rules to manage your data more effectively, all from directly within Kustomer.In this article:View platform usageManually remove data to free up spaceDelete data on a recurring basisView platform usageView your current usage of your platform storage in Settings > Platform > Platform Usage under the Storage Limits tab. Your total usage and available use is shown in the upper-right corner of the Data Storage table.This table can be sorted by any column in ascending or descending order by selecting the column header. You may also remove or add items from appearing in the bar graph by selecting/deselecting items from the legend below the graph. You can also view your Attachment Storage usage from this tab. Your attachment storage includes images, GIFs, videos added to messages or notes. Attachment metadata is excluded from this calculation and can be found in your Data Storage table above.Manually remove data to free up spaceIf your organization is nearing or exceeds its default storage limit, you can remove data from your instance to free up space.To delete KObjects, customers, or conversations, select Manage on the relevant row in the Data Storage table on the Platform Usage page.You can also go to the Searches page and select items to delete individually or in bulk.Note: Deleting a conversation also deletes its associated messages and attachments.For more information on deleting standard or custom objects individually or in bulk, see this article.Delete data on a recurring basisDeletion rules allow you to automatically remove conversation or custom object data daily, which helps you stay below your storage limits.Go to Settings  > Platform > Platform Usage and select Add deletion rule.Select whether to delete conversations or a custom object and specify the date range criteria. You cannot delete data that is less than 24 months old.Confirm that you want to set up this rule and select Delete data.Notes: Deleted data is permanent and cannot be recovered.Deleting Conversations also deletes all nested objects, such as notes and attachments. Custom objects such as a Shopify order will not be deleted. A separate rule for the custom object must be created to delete that data.Once you create the rule, it will run daily and check for any new data that is now older than the specified time. Each rule can delete up to 10,000 records per day. Manage deletion rules You can manage your deletion rules from the Platform Usage page. From here, you can select Options to activate, deactivate, or delete the rule. You can also select View audit log to see a record of all deletion activities, including the dates and times of deletions, as well as when rules were activated or deactivated.