Navigate timelines

You can move custom objects (KObjects) from one customer's timeline to another. For example, after you split a timeline, you may notice that there are KObjects that should also be associated with the new customer profile.Once you know which customer you want to move a KObject to, you can move it to another timeline.To move a KObject:Select the customer that has the KObject you want to move.Expand the KObject in their timeline.Select KObject Optionsand then select Move KObject.Enter the name of the profile you want to move this KObject to and select it from the list.Select Continue and then select Confirm Move.The KObject now appears under the new profile.

There are times when you may want to more prominently display important information on a timeline so that you can quickly reference it when answering customer queries. For example, you may want to pin a specific conversation to the top of a customer's timeline as a reminder to follow up with them by a specific date. Or, you may want to keep a customer's order information open at all times so that you don't have to constantly try to find it on their timeline. With these features, you can keep timeline items more visible and at the top of your view so that you can more easily find any items that you want to reference.In this articleKeeping an item open on a timelinePinning items to the top of a timelineKeeping an item open on a timelineYou can expand multiple items in a timeline and keep them open by hovering over an expanded object in a timeline and selecting Stay Expanded. The icon will turn blue to indicate that the item will remain open.For example, you can keep a customer's order information open while responding to their question.There isn’t a limit to how many items you can keep open at once. To close an item that's been expanded, select Collapse.Pinning items to the top of the timelineYou may instead want to keep multiple important items pinned to the top of a timeline such as notes or a specific conversation. To do so, go to Optionsand select Pin Order (or Pin Conversation).The item will move to the top of the timeline and remain there unless you decide to unpin it. All pinned items will appear as pinned for all users.To unpin an item, select Unpin. The item is placed back in its original position on the timeline.

The timeline is where agents spend most of their time interacting with customers. This is where you'll see an overview of all customer interactions with your company, like email and chat conversations, order history, appointments, purchase history, and other information pulled into Kustomer through apps and integrations.In this articleOverviewView conversationsCustom objects (KObjects) in the timelineAdd other kinds of dataOverviewIn the timeline, you can send and receive messages across all channels, create notes to tag other users, view tracking information, and display custom-associated events from third-party data sources. The timeline displays objects chronologically, showing the most recent inbound message at the top. Next to the timeline object, you'll see an icon to the left that indicates the conversation channel or event type.View conversationsKustomer's omnichannel timeline shows all of a customer's events and conversations in a single view, regardless of which channel that message took place in.Agents can select the Reply button to respond to any conversation. When composing a reply, agents have quick access to whichever styling and attachment options are supported by the current channel.Custom objects (KObjects) in the timelineYou can integrate with other data providers through app integrations and webhooks to display other events within the timeline. Custom objects can display events like orders, reviews, CSAT surveys, and other external data for agents to access while assisting customers. Click an order to show the details. The data displayed in a custom object can be customized to suit your company's needs and data sources. Learn more about Kustomer integrationsAdd other kinds of dataBrowse the Kustomer App Directory to explore more integration options to add other data to your timeline. We offer a library of popular integrations with external services and platforms to customize, automate, and extend Kustomer for your organization.Looking for something else that isn't in the App Directory yet? You can also develop your own apps for private or public use through the Kustomer Apps Platform.

The company timeline is another view in Kustomer that allows users to see the activity of customers associated with a company. If you're a B2B e-commerce business or your team supports several clients from a single organization, this can be a useful way to get a high-level overview of your team's relationship with customers from a shared source.In this articleOverviewCustomer directoryCreate and add a company to a customerAccess the company timelineCompany klassCompany Klass ViewsOverviewThe company timeline works very similarly to a typical customer timeline. It is populated with customer cards organized by recent activity.The customer card provides a high-level overview of the number of conversations a customer has, and previews the 5 most-recent items. Agents can see how many open, snoozed, and done conversations each customer has. You'll also be able to see if another user is currently viewing the customer, as well as SLAs, tags, and assignments.Customer directoryAt the top of the timeline, select Customers to view the customer directory. This view provides a list of all customers associated with a company. At the top-right, you can switch between All Conversations and Open Conversations to filter the directory.Create and add a company to a customerTo assign a new or existing company to a customer, start in the customer timeline. You can also use our API to create companies.To create or add a company:Open the desired customer's timeline.Select Customer Profile in the toolbar.In the Company field, type a name to search for an existing company and select it. Or, enter the full name of a new company and select the Add option.Select Update to save these changes.Access the company timelineThere are multiple ways to access the company timeline, depending on where you're located within Kustomer.SearchWhen building a search, you can use the Company criteria in your search filters. In the resulting search, select the company name to be redirected to the respective company timeline.Customer timelineAny customer associated with a company will have the company's name displayed next to their own name in the toolbar. Hover over the company name to preview some basic data and view other customers from the company. To navigate to this company's timeline, select the company name again or select View Company Timeline.Company klassOn the standard Company klass, you can add custom attributes unique to your business. For example, you might create a field for LTV (Life-Time Value), or the company's Package/Billing Tier.To create custom objects on the Company klass:Go to Settings > Platform > Klasses.Edit the Company klass.Select Create Attribute.Learn more about customizing klasses in the Define custom attributes in Kustomer article.Company Klass ViewLastly, you can add Company-specific Klass Views to the company timeline and Company Insight Panel. This process is the same as updating Klass Views for customers.Learn more about customizing Klass Views in Customize object views.