Productivity

Integrate with apps that enable your teams to work more quickly.
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  • Integrate with Calendly

    Calendly is an app that lets you save time scheduling meetings by removing the need for the usual back-and-forth you encounter when deciding on a convenient time. The Calendly 2.0 upgrade brings our app up to speed with the latest Calendly API v2, which opens the door for future improvements. New users installing Calendly for the first time as well as existing users can upgrade to version 2.0 and later of the Calendly app using the same steps.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Calendly work with Kustomer?Do existing users need to upgrade?Installing the Calendly appConfiguring Calendly with KustomerPrerequisitesBefore you begin this integration, you must have:A paid Premium or Pro Calendly account.A Calendly API key. You can follow their documentation to Get Your Authentication Token.How does Calendly work with Kustomer?All meetings scheduled with Calendly are shown within Kustomer in the customer's timeline and as an insight card. Here, you will be able to see meeting information such as, the event name, start and end time, and any answers the meeting participant may have responded to when setting up the meeting.Do existing users need to upgrade?Yes. The original version of the Calendly app was built around a version of Calendly's Developer API that is no longer maintained, and which will be retired in the future. The Legacy API v1 was officially deprecated by Calendly with the release of their newer Calendly API v2 which will be required for future improvements.Calendly has not shared a timeframe for when the legacy API will be fully retired, but when that occurs, older versions of the Calendly app will stop functioning and teams using the outdated app may experience downtime. To avoid future disruptions to your team's integration with Calendly, we recommend you follow this procedure to upgrade to Calendly 2.0 or later at your earliest convenience.Installing the latest version of the Calendly appTo integrate Calendly with Kustomer, install the Calendly app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for Calendly in the App Directory, and then select Install.Select Install if you're a new user, or Upgrade if you're an existing user.Enter your Calendly API token. You can use an existing personal access token, or generate a new one on Calendly's API & Webhooks Settings page.Once the installation is complete, select Click to Copy at the bottom of the page to copy the webhook URL. You'll need this Kustomer Hook URL in the next step of the setup process.Configuring Calendly with KustomerAfter you install the Calendly app, you need to make requests using Postman to get the current user API, and then to create a webhook subscription.To make the request:Open Postman.Using your Calendly API token, send a GET request to https://api.calendly.com/users/me, and copy the and copy the current_organization value from the response.Send a POST request to https://api.calendly.com/webhook_subscriptions with the following payload entered in the Bodytab:{  "url": "<Kustomer Hook URL>",  "events": [    "invitee.canceled",    "invitee.created"  ],  "organization": "<Calendly Organization URL>",  "scope": "organization" }Substitute your organization's details into the payload as follows:Kustomer Hook URL: the webhook URL from step 5 in the prior sectionCalendly Organization URL: the current_organization value from step 2Select Send to submit the request. If the post was successful, an integer ID is returned.Now, any meeting created in Calendly will be shown in Kustomer under a customer's timeline and an insight card.
  • Integrate with FullStory

    FullStory captures page views and clicks that your users make on your site and logs them as a session, which can then be replayed or shared with other members of your organization. By integrating FullStory with Kustomer, you can get insight on the actions your user took before they encountered an issue and use this data to help improve a customer’s experience with your site.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesInstalling the FullStory appConfiguring FullStory with KustomerViewing FullStory sessions in KustomerPrerequisitesBefore starting this integration, you must have the following:A FullStory accountThe FullStory JavaScript snippet installed on your site so that sessions can be tracked.Customer profiles in Kustomer with a customer's corresponding email address so that FullStory can identify users.Installing the FullStory appTo integrate FullStory with Kustomer, install the FullStory app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for FullStory in the App Directory, and then select Install.Configuring FullStory with KustomerAfter you install the app, you need to enter your FullStory API key to complete the integration.Log in to your FullStory account.Selectnext to your profile name and then select Settings.Select API Keys and then select Create Key.Enter a name and the desired permission level and select Save API Key.Select Copy to Clipboard.In Kustomer, go to Apps and select FullStory in the sidebar.Paste the API key you just copied from FullStory in the box provided.Select Save Changes.Viewing FullStory sessions in KustomerThe FullStory insight card shows the last 5 sessions for the customer you are currently viewing a particular customer.Note: Customers are identified by their email address. Since customers can have multiple email addresses associated to them, only the first 5 email addresses saved in their profile will be used as identifiers. For example, if a customer who has 6 email addresses in their profile accesses your site from the 6th address, their session won't be logged.You can view the details of a specific session by selecting Open session in FullStory.Here you can replay the session or view page insights while viewing a list of all actions the user took on your site.
  • Integrate with GIPHY

    GIPHY is a database and search engine for animated GIFs. GIPHY can integrate with Kustomer to allow your sales and support teams to search for and embed looping animated images into your conversations with customers.Who can access this feature?User typesAdmins can set up this integration.In this articleHow does GIPHY work with Kustomer?Install the GIPHY appHow does GIPHY work with Kustomer?GIPHY allows agents to search and use animated GIF images in their user conversations across all channels that support images. Once an admin installs the GIPHY app, all users can access a GIF button in the formatting bar when replying to a customer. Agents can use this button to summon a popover to search and insert images from the GIPHY library.The GIPHY library is thoroughly moderated and organized by rating in order to give users the safest possible search experience. Our integration is hard-coded to GIPHY's G Content Rating to ensure agents are only ever presented with broadly appropriate content.Install the GIPHY appTo integrate GIPHY with Kustomer, install the GIPHY app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for GIPHY in the App Directory, and then select Install.The GIPHY app integration provides its own API key, so there are no additional setup requirements.
  • Integrate with Gong

    Integrating Gong with Kustomer lets you record your demos, calls, or meetings that take place over video or audio. Using Kustomer and Gong together allows your sales and support teams to view call data, such as who took part in the call within a customer's timeline. You can also access the recording from the URL provided and view it directly in Gong.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Gong work with Kustomer?Installing the Gong appConfiguring Gong with KustomerPrerequisitesBefore you begin this integration, you must have a Gong account.How does Gong work with Kustomer?Gong joins your scheduled calls and records both audio and video for each call. Kustomer then shows this information in the customer's timeline, which includes details such as the meeting name and scheduled time, the system used to make the call, and all of the call's members. You can also view the call recording directly in Gong by selecting the Recording URL.Installing the Gong appTo integrate Gong with Kustomer, install the Gong app from within the Kustomer App Directory.Go to Apps  and select Explore Directory.Search for Gong in the App Directory, and then select Install.Once the installation is complete, go to Settings  and then select Platform > Inbound Webhooks.Select the Form Hooks tab and find the Gong hook.Select for the hook and then select Copy Hook Address. Save this URL since you will need this URL when Configuring Gong with Kustomer.Configuring Gong with KustomerAfter you install the Gong app, you need to add the URL of the form hook so that you can start receiving calls in Kustomer.To add the URL:Log in to your Gong account.Navigate to Webhooks.Select the desired event from the drop-down menu.Paste the Kustomer form hook URL in the target box and save your changes.
  • Integrate with Jira

    Kustomer's Jira integration adds the ability to search and link Jira issues on a customer Conversation, and view their details at a glance from the Insight Panel. The integration enables agents to quickly link a support ticket in Kustomer with a Jira issue, and get notes posted to the linked conversation when the issue status changes. This makes it easier for agents to provide up-to-date status on reported issues.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Jira work with Kustomer?Install the Jira appConfigure Jira settings for status notesPrerequisitesTo configure the Jira app, you will need Jira Administrator access. To grant API access, your account must be added to the Jira-Administrators group in Atlassian.How does Jira work with Kustomer?When viewing a customer conversation, use the Jira Insight Card to search for and link issues from Jira to a conversation. Select Search Jira to see recent Jira issues, or use the search field to locate an issue by title, description, or issue number.Select a Jira issue from the list to view details about that issue, including summary, description, and status. Select the issue number at the top left to open the original Jira issue on the Atlassian site in a new browser tab.Select Link Issue to associate this Jira with the conversation. Only one Jira issue can be linked to a conversation at any time. When the status of a Jira issue changes, those updates will be posted to the customer timeline in a Note as part of that conversation.Install the Jira appTo integrate Jira with Kustomer, install the Jira app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for Jira in the App Directory, and then select Install.This will bring up a Connect modal where you'll authenticate using your Atlassian Jira account.Select Connect to Jira to open Jira's website in a new browser tab.Note: If the Jira app is already installed in your org but not configured, use the Add Connection button to access the authentication screen.You'll be prompted to grant permission for the Kustomer Jira Integration to access your Atlassian account. Select Accept to confirm.The Connect modal in Kustomer should now say the app has been successfully connected. Select Install to complete app setup.Configure Jira settings for status notesAfter installing and connecting Jira, you can access the Jira App Settings to manage your Jira connection and view API details for this configuration. The integration is technically ready to go at this point if all you need is to search for and link issues to tickets. However, there's one thing left to configure if you'd like to see notes posted on the conversation when a Jira status changes:To activate this feature, you'll need to use an API webhook that Kustomer provides, and enter it into a new webhook in your Jira settings.To set up Jira status notes:Go to Apps  and select Jira in the sidebar.In the table at the bottom of the Jira app page, select the  icon to copy the webhook endpoint URL to your clipboard.On the Jira website, go to the Jira administration console to create a webhook.In the URL field, paste the webhook endpoint URL you copied in the step above.Under Issue related events, check the boxes for Issue: created & updated.At the bottom of the page, select Create to save the webhook with these settings.
  • Integrate with Zapier

    Zapier helps you connect two or more apps to automate repetitive tasks through workflows. Create Zapier workflows, called Zaps, to connect Kustomer with other platforms and services.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesHow does Zapier work with Kustomer?Install the Zapier app in KustomerCreate a Zap in ZapierTroubleshootingPrerequisitesTo configure the Zapier app integration for your Kustomer organization, you will need the following:Zapier account for your organization (see Learn key concepts in Zapier in the Zapier Help Center)Kustomer app in Zapier (visit the Kustomer integration page in Zapier)Note: Zapier does not currently support two-way syncing, which can cause Zaps to get stuck in a loop. To learn more, see Two-way syncing, Zap is stuck in a loop, and Troubleshooting Zaps in the Zapier Help Center.How does Zapier work with Kustomer?Zapier can connect to Kustomer to create automations from a variety of basic actions. Zapier currently supports the following events:TriggersConversation CreatedConversation UpdatedCustomer CreatedCustomer UpdatedMessage CreatedMessage UpdatedActionsCreate CustomerCreate ConversationUpdate ConversationCreate NotesUpdate CustomerCreate UserSearches Find ConversationFind or Create ConversationFind CustomerFind or Create CustomerFind UserFind or Create UserTo learn more, see Kustomer Integrations in the Zapier Help Center.Install the Zapier app in KustomerTo create Zaps with Kustomer, you will need to install the Kustomer integration in Zapier and install the Zapier app from the Kustomer App Directory. This Zapier app integration allows you to connect Zapier to Kustomer with OAuth 2.0 and automatically generates the necessary API key permissions required to create Zaps in Zapier for your Kustomer organization.To integrate Zapier with Kustomer, install the Zapier app from within the Kustomer App Directory.Go to Apps and search for Zapier in the App Directory.Select Install.Once you install the Zapier app in Kustomer, you can create Zaps in Zapier for your Kustomer organization and connect to Zapier with OAuth 2.0.Create a Zap in ZapierConnect Kustomer to other platforms and services with automated workflows, or Zaps, in Zapier. You can create a new Zap or use an existing one. To create a new Zap:Sign in to your Zapier account. Select Make a Zap.Search for Kustomer in the search bar, and select Kustomer from the results. (If you don't see Kustomer listed, add the Kustomer app to your Zapier account.)Select an event for your trigger.Select Choose Account. Enter your API Key and Org Name to give Zapier access to your Kustomer organization>. Select Yes, Continue.Select Find Data to preview the payload.Follow the setup steps to configure the workflow actions for the third-party application, platform, or service.Select the workflow trigger and the workflow action, and then select Enable Zap.To learn more, see Create Zaps in the Zapier Help Center.TroubleshootingError message: OAUTH ERROR: failed to retrieve client idIf you receive this error message, verify that the Zapier app from the Kustomer App Directory is installed for your selected organization. 
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