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Klasses determine the data attributes available to standard (Customer, Conversation, Company, Message, and User) objects and your custom objects, or KObjects, in Kustomer. Visit the Data Model Overview to learn more about how standard and custom objects work in Kustomer. You can create, define, and modify Klasses to customize the data attributes for both standard and custom objects to match your business needs. In this article, we'll explore the standard Klasses available in Kustomer and learn how to create custom Klasses to define custom objects, or KObjects. We'll also learn how to add custom data attributes to both standard and custom Klasses.Who can access this feature?User typesAdmins can access the Klass page.In this articleStandard KlassesCreate custom KlassesAdd custom attributes to a KlassMake fields requiredDisplay Klass data in KustomerCreate a form for a custom Klass (Beta access)Create a notification for a Klass (Beta access)View Klass settings and permissionsStandard KlassesStandard Klasses define data attributes for the five standard objects in Kustomer: Customers, Conversations, Companies, Messages, and Users. For example, a standard Customer object refers to an instance of the standard Customer klass, and the Customer klass defines the data attributes available for the Customer object.You can add new attributes to standard Klasses to store custom information for Customer, Company, Conversation, Message, and User objects. When you define new attributes for a standard Klass, the new attributes will be available for any object instance of that Klass in Kustomer.Kustomer provides five standard Klasses: Customer, Conversation, Company, Message, and User.The Customer Klass defines the data attributes available to the standard Customer object and describes Customer attributes.The Conversation Klass defines the data attributes available to the standard Conversation object and is associated with Customers and Messages.The Company Klass defines the data attributes available to the standard Company object and is associated with Customers.The Message Klass defines the attributes available to the standard Message object and is associated with Conversations and Customers.The User Klass defines the data attributes available to the standard User object. It 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.Create custom KlassesYou can use custom Klasses to model individual business objects with multiple relationships or to map to your specialized business process in Kustomer. When you create a custom Klass, you can define the name, icon, and color of the Klass.To create a custom Klass:Go to Settings> Platform > Klasses.Select Add Klass.Enter a name. Optionally, select an icon and the icon's color.Select Create.Add custom attributes to a KlassYou can add attributes to both standard and custom Klasses.To add an attribute:From that object's page, select Create Attribute.Enter a display name for the attribute. Note the following:When you create the new attribute, Kustomer will automatically generate the attribute's name based on the Display Name and data type. For example, an attribute added to a custom Klass for an order with "Assigned User" as the Display Name will have "assignedUserId" as the Name.An attribute's Display Name and Value properties can be changed after creation, but Name and data type cannot.Select a data type from the Type drop-down menu. The following options are available:Data typeDescriptionSingle line textA single line of freeform text. Limited to 1024 characters.ParagraphFreeform text field that can wrap to multiple lines. For example, freeform notes related to a transaction. Limited to 1024 characters.Numbera numeric value.  For example, price, quantity, and a numeric tracking number. DateFor example, 01/01/2020. The formatting will match whatever language your app is set to in Personal > Preferences such as English US mm/dd/yyyy or English UK dd/mm/yyyy).Date & Time (Beta access)For example, 01/01/2020, 12:00PM. The formatting will match whatever language your app is set to in Personal > Preferences.URLA freeform field for inputting a URL address. For example, https://www.example.comTrue/FaleA dropdown list where users can select true or false as a response. Multi-level listA list of text values that can include nested sub-categories. For example, Level 1 > Item 1. Limited to 2500 items. If used in a conversational assistant, the list is limited to 32KB, which is around 200-225 items, depending on how long the names of options are.IDAllows you to select any one KObject (custom object) from the timeline and surface it as an attribute. For example, a KObject (from an Order Klass) with order information could be selected and surfaced when viewing a conversation or a customer.User PickerA dropdown list to select an agent or Kustomer admin. Only active users in your organization can be selected.Customer PickerA dropdown list to select a customer name.Select the field value for the attribute type. Available options are:Single Value are fields that accept any value that matches the data type.Option List will only accept pre-defined values.New attributes are turned on by default.Make fields requiredYou can require custom fields to be filled out before marking a conversation as done on the standard Conversation Klass. To do so, select the Required to mark conversation done checkbox when editing the attribute.You can also show agents attributes that are relevant to their current conversation. For more information, see Create conditional attributes in insight cards.Display Klass data in KustomerKlasses describe how individual KObjects will be stored on your Kustomer site. You can adjust the Timeline Layout and Insight Cards to render Klass data for your users. For more information on rendering these views, see Klass Views.Create a form for a custom Klass (Beta access)You can create a form for a custom Klass that appears on the customer timeline and lets agents collect data that can be used for teams to cross-collaborate on that object. For more information, see Tutorial: Create an assignable custom object for a timeline.Create a notification for a Klass (Beta access)If you added a Date field to your Klass, you can alert users of an upcoming due date via email and in-app notifications. For more information, see Create a notification for a custom object.View Klass settings and permissionsYou can customize your Klass by selecting an icon and icon color to represent the object better by going to the Settings & Permissions tab of the Klass you want to customize. You can also view and modify the permissions with access to this Klass directly from this page.Note: This tab is currently in beta access.

You can define how objects like 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 use.Who can access this feature?User typesAdmins can access the Klasses page to create these views. Agents with access to these views can see them on the customer timeline.In this articleOverviewTypes of viewsInsight PanelInsight DetailsInsight CardTimeline LayoutComponents and stylingOverviewWith the Timeline Layout and Insight Card, you can: Define templates that are associated with a specific type of object.Render the details of an object in various ways.Expose actions that allow users to automate business processes.Types of viewsYour object data can be shown in various areas of the Kustomer platform. Insight PanelWhen working in the timeline, agents can access the Insight Panel on the right side of the window. This collapsible right panel of the Customer Dashboard displays relevant information about the current customer and acts as the home for Insight Details and Insights Card objects. Select the toolbar icon or press the \ key to show or hide the Insight Panel.Insight DetailsInsight Details are displayed in the top section of the Insight Panel sidebar and can be customized to show specific data depending on the object you choose. Remember that there can only be one Insight Details card per object. This card is created by default for both the Conversation and Customer Klass. The following image shows an example Insight Panel for the Customer object.You can customize the attributes displayed by default for both the Conversation and Customer Klass. Learn more in Edit the default Insight Details card.Insight CardInsight Cards are shown in the Insight Panel sidebar, directly below the Insight Details. This card is similar to a widget tied to a specific task. With cards, you can post data to a workflow or make an API call. For example, you can have a card that issues a return or resolves a CSAT rating. Keep in mind that you can have multiple cards per object. The following image shows an example Insight Card with sentiment history.You can customize the default Insight Details view and create up to 100 additional Insight Cards for both standard and custom objects from the Klasses settings page. Learn more in Create a new Insight Card.Timeline LayoutThe Timeline Layout is displayed within a user's expanded timeline and tied to a custom object, such as order. You can display custom order data, such as items and shipping details. This view is only available for custom objects, and you can only have one Timeline Layout per KObject. The following image shows an example of a Timeline Layout for a Shopify order.You can customize the timeline view of a custom object using a visual drag-and-drop editor. Learn more in Customize a Timeline Layout.Components and stylingWhen a new Timeline Layout or Insight Card is created, it is automatically populated with default fields. You can modify the code to remove or add certain fields based on how you would like the Timeline Layout or Insights Card to display your custom data.To view our built-in default components for these views, see our API documentation on Klass Views. You can also use regular HTML elements and are not restricted to these components.If you want to add styling to your components, the style must follow the JSX styling convention. For example, you could create a <div> for one of the fields and add a background color of red like such: <div style={{ background: 'red' }}>.

Queue rules allow you to determine how inbound conversations and tasks are assigned to a queue using customer, conversation, or company data. For example, you can create rules that assign conversations to queues based on the channel they came through, the native language of the customer contacting you, their company name, or the support area requested, such as the returns department. Additionally, you can create skill rules that route conversations directly to agents with specific expertise, ensuring the best agent handles the inquiry. Once in a queue, the conversation or task is routed to an available agent.Who can access this feature?User typesAdmins can access the Routing page.In this articleUnderstand rule conditionsCreate a queue ruleAssign a rule to a queueSet the order of queue rulesTurn on queue rulesUnderstand rule conditionsQueue rules use a set of conditions, or criteria, to determine how conversations and tasks are assigned to a queue. To ensure a they are placed in the correct queue, queue rules should be as specific as possible.There are two types of conditions – all conditions and any conditions. Conditions set under "Match all of the following" must all be true for a queue rule to run. Conditions set under "Match any of the following" will run if an incoming conversation matches at least one of the conditions specified.For example, you may want to route chat conversations for returns to a specific “Returns” queue and not your Chat queue. To do so, you can use Conversation Channel Is Equal To Chat and Message Subject Contains Return.You can create filter criteria using both Match All and Match Any conditions. If you create conditions using both, all of the criteria set in Match All must be true and any criteria in Match Any can be true. For more information on available operators, see Understand filter operators.Create a queue ruleQueue rules consist of conditions or criteria based on customer, conversation, or company data. Multiple rules can use the same queue and setting a queue for a rule is required. Conversations and tasks can only be assigned to one queue at a time.Notes:Workflows that trigger a conversation update will run before queue rules are applied, so you can use them to add, update, or delete attributes before the queue rules route the conversation to its queue.The order in which your queue rules appear is important.To create a queue rule:Go to Settings  >Platform >Routing.Go to the Rules tab and select Add Rule. Fill in the following information:Name is the name of the rule.Description provides context on how the rule is used.Select whether you are creating the rule to route a Conversation or a task (custom object).Determine the conditions for the rule. For example, you can set up a queue rule to route all incoming chat conversations.Then, use the Assign rule to a queue setting to choose which method to apply conversations to a queue based on this rule. Last, select the name of the destination queue (if routing by display name) or queue key (if routing by queue key). For this example, we will route these conversations based on Display Name to a Chat Conversations queue. Enter the raw format in this box if you're using a queue key.Select Save Changes.Assign a rule to a queueAll rules must be assigned to a queue so that a conversation can be routed properly. Although multiple rules can be assigned to the same queue, conversations can only be assigned to one queue at a time.When creating a queue rule, you can assign it to a queue using either the queue's Display Name or a Queue Key.Display NameThis is the most common way to assign a rule to a queue. We recommend this method match a queue to a rule based on its name so you can easily select the desired queue without confusion. When you select this option, you'll see a drop-down menu that lists all available queues by their name.Queue KeyThis is an advanced but powerful way of routing conversations. A queue key assigns a rule to a queue using conversation or customer attributes in raw format. Setting this up is more complicated, but queue keys allow you to build rules with variables referencing multiple queues. Learn more in Use queue keys to streamline queue rules.Set the order of queue rulesThe order in which your queue rules are listed is very important. Queue rules are applied to conversations from top to bottom, so the best practice is to have more specific rules at the top of the list to ensure that conversations get routed correctly. Note: Order does not apply to skill rules. Let's explain this concept further using the two example queue rules we already created:A Customer chat queue rule that routes all incoming chat conversations.A Customer chat returns queue rule that routes all incoming chat conversations that are specifically for returns.Those two rules are listed as follows. Note that Customer chat, the most general rule, is first in the list.Now, what would happen if both of these chat conversations are created? If the rules are kept in the same order, the Customer chat returns rule will never be applied since the more general Customer chat rule matches both conversations and is first on the list. Think of the rule order as a checklist of items. Since a conversation can only match one rule, the first rule that matches or is checked off of the list will always be applied first.In this case, since both conversations are chat, the first rule would always match either scenario first, and route both to the same Chat queue. To prevent this, the best practice when organizing rules is placing the most specific ones at the top of the list. This ensures that those conditions are always applied first and conversations get routed to the correct queue. You can re-order rules by dragging and dropping them to a new location.Turn on queue rulesOnce you create your rules, you need to activate them for them to route conversations to queues. To do so, turn on the toggle next to each rule. You can turn rules on and off as desired.Related articles:Understand tasksTutorial: Route a custom taskUnderstand skill-based routingTutorial: Assign a conversation to an agent based on skill

Business rules are an easy-to-use method to manage common automations and modify actions automatically when conversations are created or updated. With Business Rules, you can automatically add or remove tags from a conversation, assign an agent to a specific conversation, filter and close spam messages, close send auto-replies, and so much more.Who can access this feature?User typesAdmins can create business rules.In this article:Business rule limitsCreate a business ruleActivate a business ruleChange the order of business rulesView the audit log for a business ruleDuplicate a business ruleBusiness rules limitsBusiness rules help you manage common automations and allow you to trigger changes based on company, customer, conversation, and message attributes. Limits are based on your plan. For details, see the pricing page.Create a business ruleBusiness rules are triggered when a conversation is updated. You can create a business rule manually, or select one from an existing template. In this article, we will guide you through creating a rule manually.To create a business rule:Go to Settings > Platform > Business Rules.Select Add Rule.Fill out the Name and Description of this rule. We always recommend that you use clear and illustrative names and descriptions as a best practice so that it's easy to know what function this rule performs if another member of your team reviews this rule at a later date.Select the trigger that will cause the business rule to run from the drop-down menu.Next, determine the business rule criteria it must meet using the Match all of the following or Match any of the following fields. For example, you can set up a condition so that the business rule will run if the conversation is a chat and customer loyalty is great.Then, define the action the business rule will take once it meets the criteria. You can update data in an object, send a message, or both. In this example, once the above criteria are met, the assigned team for that conversation will be changed to the VIP Chat Team.Select Save Changes.You can also send an email, SMS, or note once a conversation triggers a business rule. For more information, see Conditions and actions in business rules.Activate a business ruleOnce you have added the criteria needed for a business rule to run and the action it will take if it meets that criteria, you have to activate the rule for it to take effect. There are two places where you can activate the rule:Turn on the toggle on the Business Rules Settings page.While editing the rule, select the Activate Business Rule checkbox, then select Save Changes.Whichever method you use to activate the rule, the status of the toggle and checkbox will automatically stay in sync. Turning a business rule on or off via its toggle will simultaneously check or clear the checkbox on its edit page and vice versa.Change the order of business rulesThe order of your rules will impact how and which actions are run. Each rule can be affected by another rule in the list. In some instances, you may want one rule to run before another, so you'll want to reflect that in your sort order. Note: Business rules are all run from the beginning after each change.You can change the order of your business rules using the numbered drop-down menu.View the audit log for a business ruleYou can view the audit log for a specific business rule by going to More Optionsand selecting View Audit Log.Hovering over the Before and After columns will reveal more details about what was changed in the criteria or action.Duplicate a business ruleYou can duplicate an existing business rule by going to More Optionsand selecting Duplicate. After you select this option, the edit page opens and you can customize any of the original criteria. Once you are done making changes, select Save Changes.Note: The duplicated rule is turned off by default. You can activate it by turning on the toggle from the Business Rules settings page or using the Activate Business Rule checkbox on the edit page.