What is Kustomer?

The Kustomer platform is based upon an extensible data model that allows organizations to extend the application's functionality and store, manage, and interact with all relevant business objects. The Kustomer data model consists of two types of objects: standard objects and custom objects (KObjects).In this article, we will discuss standard objects and custom objects (KObjects) in more depth, as well as the concept of custom attributes and the relationships between each type. For a brief introduction to the Kustomer platform, see the Kustomer platform overview. In this article:Standard objectsCustom objects (KObject)Custom attributesCustom relationshipsCustom validationsFAQStandard objectsStandard objects are the base set of objects installed in every organization, providing applications with an extendable customer-centric data model. The main list of standard objects installed for all organizations includes:CustomerThe Kustomer data model is centered around the customer. The customer model represents a contact within an organization, including existing customers, prospects, leads, etc. Customers can be uniquely identified in several ways:By a unique identifier generated by Kustomer.By an external ID supplied by the customer (this must be unique across all customers within an organization).By a set of primary contact details including email address, phone number, or social profile id.For details about each attribute on the customer model including available search fields and template context variables, see our Customer API.CompanyA customer can optionally be linked to a company. The company object is most relevant to B2B organizations, which might be more interested in managing a group of individuals than a B2C organization, which is most interested in talking directly to the end consumer. The company model has a one-to-many (1-M) relationship to the customer model. However, a company is not required on a customer model.For details about each attribute on the company model including available search fields and template context variables, see our Company API.ConversationThe Kustomer platform offers channel-specific applications to support various ways of interacting with customers. The conversation object is the standard object representing a set of customer interactions about a specific topic. Conversations can span multiple channels and include messages and internal notes. The customer model has a one-to-many (1-M) relationship with the conversation model. A conversation cannot exist without an associated customer relationship.For details about each attribute on the conversation model including available search fields and template context variables, see our Conversation API.MessagesAlong with conversations, messages also relate to channel application data within the Kustomer platform. The message object is the standard object that represents an individual interaction with a customer within a conversation. Each message has a direction (inbound or outbound) and a single channel (i.e. email, SMS, Tweet, etc.). For details about each attribute on the message model including available search fields and template context variables, see our Message API.NotesThe Note model is an internal private message associated with a conversation. When creating a note, users can mention one or more internal users who will receive immediate notifications. For details about each attribute on the note model, see our Notes API.EventsThe event model is a standard model representing any event on a Standard Object, Custom Object (KObject), or application within the system. Events are supported for create, update, and delete actions. These events can be used to trigger a workflow to run custom business logic whenever a specific event occurs.Click to enlargeCustom objects (KObject)Custom objects, referred to as KObjects, are objects that organizations can use to extend the application's base data model. As a result, organizations can store information specific to their business and link to customer records or any other standard or KObject. For example, if an organization wants to store orders placed by its customers on its website or mobile application, it can define an order Klass (defined below) and start ingesting order events using the API and inbound webhooks.KlassBefore you can create a KObject, an organization needs to define a set of attributes and relationships that make up an object. This is done through a class definition called a Klass. A Klass includes a set of standard and custom attributes that together define all instances (KObjects) of a Klass. Klasses are uniquely identified by a Klass name that references KObjects and the Klass definition across the product. All Klasses include a common set of attributes including:externalId - identifier that uniquely identifies a specific KObject across a single Klass title - a short string title of the objectdescription - a long string description for the objectimages - an array of image URLsRev - revision number used for optimistic locking purposesNote: Klass data can be created, deleted, and retrieved using a set of APIs. For more details on KObject APIs, see our KObjects API.Custom attributesCustom attributes allow organizations to extend both Standard Objects and KObjects. Organizations can define new attributes on an object and provide additional metadata about the attribute, including a type, custom icon, color, and display name. These attributes are available across the system, including in search, reporting, templates, KViews, workflows, and more.TypesEach custom attribute is associated with a single type. Custom attributes support the following types:Boolean (Bool) - A custom attribute of type boolean includes the following metadata: displayName, default, array flag, and multi flag.Number (Num) - A custom attribute of type number includes the following metadata: displayName, default, min, max, array flag, multi flag, and enumeration.Object (Obj) - A custom attribute of type object is a special type that provides one level of nesting for custom attributes. This allows organizations to create lightweight object relationships without having to create multiple Klass and relationship definitions. A custom attribute of type object can include the following metadata: displayName, array flag, and multi flag.For example, if you needed an order to have a set of items where each item had a title and color, you could do this in two ways:Using relationships with multiple Klasses - Create an Order and OrderItem Klass and a 1-M relationship between Order and OrderItem and custom attributes on orderitem for name and color. Additionally, you would need your Workflows and APIs to support creating and linking multiple KObjects together.Using Custom Attribute of type Object with a single Klass - Create an Order Klass with a custom attribute items of type Object where each item had a title and color attribute. Workflows and API usage would only need to be concerned with a single object.String (Str) - A custom attribute of type string includes the following metadata: displayName, default, minLength, maxLength, array flag, multi flag, and enumeration. A string can have a maximum of 255 characters.Tree - A tree is a special type of custom attribute used to represent a multi-level list of items. A custom attribute of type tree can include the following metadata at the root level: displayName and lastNodeRequired that is used to determine if the full path of a tree value needs to be selected on this property or if the value can be any subpath of the tree. Each node within a tree can define an id and displayname. Text- A custom attribute of type text includes the following metadata: displayName, default, minLength, maxLength, array flag, multi flag, and enumeration. A text string can have a maximum of 1024 characters.Note: A tree can be a maximum of 6 levels deep.URL - A custom attribute of type url includes the following metadata: displayName, array flag, multi flag, and enumeration.Custom relationshipsA custom relationship defines the existence of a relationship between 2 object types in the system. A relationship between any Klass and a standard object of type company, customer, and conversation can be created. Custom relationships can have the following cardinality:one-to-one (1-1)  - An example of a one-to-one relationship is a Customer to Birth Certificate. A customer will have only 1 birth certificate.one-to-many (1-M)  - An example of a one-to-many relationship is a Customer relationship to Order. A customer may have multiple orders.many-to-many (M-M)  - An example of a many-to-many relationship is with a Customer and a Product. A customer may own many products. A product may have been purchased by many customers. Multiple Klass / relationships must be created to define a many-to-many (M-M) relationship. For example, you can create a “Customer Product” Klass that has a one-to-many relationship with a Customer and a one-to-many relationship with a Product Klass.Custom validationsCustom validations can be used to ensure the integrity of an object. For example, a specific custom field can be set before a conversation can be marked done. Validations can be defined on standard objects, including company, customer, conversation, message, and KObjects.Note: Currently, custom validations can only be managed through the API.FAQQ: Can I use KObjects to create orders in a customer’s timeline?Yes, you can use the API or define a hook, trigger, and workflow to receive events from your order system and create / update orders within a customer timeline.Q: Can I segment my customers with custom attributes and KObjects like orders?Yes, all custom attributes on standard and custom objects are indexed by our search engine and exposed in our application for the purposes of segmentation. These searches can be saved and assigned to users / teams to drive proactive customer engagement and inbound support transactions.

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 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

This article outlines the standard limits that apply to all non-sandbox organization instances. These limits may include a combination of billing plan-specific limits, limits imposed by one or more sub-processors, or other system-level protective limits to protect the system.Notes: The information in this article only applies to our seat-based pricing plans (Business, Professional, Enterprise, or Ultimate).Additional and more restrictive limits may exist for sandbox organizations. Limits apply regardless of the instance region or production point of deployment, Prod1 (US) or Prod2 (EU).Professional and Business plans are legacy plans and not available to new customers.In this articleAPI rate limitAudit log storage limitsBrand limitsBusiness rules limitsBusiness schedule limitsConversation sub-status limitsCustomer merge limitsEmail limits (default provider)Email template limitsFacebook limitsInstagram limitsLanguage limitsKIQ conversation classification limitsKnowledge base article limitsOutbound webhook limitsPermission set limitsPlatform Klass limitsPlatform storage limitsQueue limitsQueue rule limitsReporting limitsSearch limitsShortcut category limitsSkill limitsSnippet category limitsTeam limitsUser limitsWorkflow limitsAPI rate limitAPI request rate limits are based on your current billing subscription plan. The rate limit is applied across all API tokens configured for your organization. The default rate limit interval is 60 seconds. The plan limits are:PlanRate LimitProfessional (legacy plan)300Business (legacy plan)500Enterprise1000Ultimate2000For additional details on API rate limits across our platform such as hook limits and object rate limits, see API rate limits.Audit log storage limitsKustomer audit logs are optimized to store your organization's most important data. Logs are stored for certain periods of time depending on the type of audit log. For more details, see Audit log storage limits.Brand limitsYou can support multiple brands under your Kustomer organization with Business or higher plans. The plan limits are:PlanLimit (including the default brand)Professional (legacy plan)1Business (legacy plan)5Enterprise25Ultimate300Business rules limitsBusiness rules help you manage common automations and allow you to trigger changes based on company, customer, conversation, and message attributes. The plan limits are:PlanLimitProfessional (legacy plan)25Business (legacy plan)50Enterprise100Ultimate200For more information, see Understand business rules.Business schedule limitsBusiness schedules allow your organization to specify their operating business hours for their Kustomer platform. Organizations that have access to this feature can create up to 50 individual business schedules for the various regions in which they provide customer support.For more information, see Create business schedules.Conversation sub status limitsSub statuses let you add more specific details to your standard conversation statuses. You can create up to 50 custom sub statuses for any of your three main status options. To learn more, see Create custom sub statuses.Customer merge limitsYou can merge customer profiles to quickly clean up any duplicate customers you may have in your organization. To ensure system resources run efficiently, you cannot merge two customer timelines that have more than a combined 1000 conversations and custom objects. For more information, see Merge customers.Email limits (default provider)Kustomer comes with a default email provider so that your team can start receiving emails quickly. The message limits are:Message DirectionLimitOutboundTextBody and HtmlBody are up to 5 MB each.The total message size, including attachments, is 10 MB.InboundThe total cumulative size for all inbound attachment files can not exceed 35 MB.For more information, see Receive email in Kustomer.Email template limitsYou can create up to 50 custom email templates to personalize the design of your outbound emails for brands and teams. For more information, see Customize email templates.Facebook limitsYou can connect your Facebook accounts to Kustomer to respond to direct messages and public comments from directly within Kustomer. The plan limits are:PlanLimit (handles)Professional (legacy plan)1Business (legacy plan)5Enterprise25Ultimate50Instagram limitsYou can connect your Instagram accounts to Kustomer to respond to direct messages and public comments from directly within Kustomer. The plan limits are:PlanLimit (handles)Professional (legacy plan)1Business (legacy plan)5Enterprise25Ultimate50Language limitsYou can set up global language support in your organization to provide a better experience for your customers. The plan limits are:PlanAdditional Language LimitProfessional (legacy plan)2Business (legacy plan)3Enterprise20UltimateUnlimitedFor more information on how to turn on additional languages, see Customize localization settings.KIQ conversation classification limitsConversation classification is a tool that helps you automate time-consuming tasks so that your agents can focus on support inquiries that need their attention, resulting in better and faster responses.This feature is available to organizations on Enterprise or Ultimate plans with KIQ for Agents add-on. Customers on this plan can create up to 3 conversation models. Only one model can be active at a time. To learn more, see Conversation classification.Knowledge base articles limitA knowledge base provides a way to communicate with customers through articles. It helps them self-serve and find a quick solution to their inquiry without waiting to speak to an agent. You can create up to 1000 articles. For more information, see Create knowledge base articles.FeatureProfessional (legacy)Business (legacy)EnterpriseUltimateInternal knowledge baseNoYesYesYesExternal knowledge baseNoYesYesYesMultilingualNoYesYesYesPortalNoNoYesYesOutbound webhook limitsOutbound webhooks are used to send events from Kustomer to other systems. You can have up to 5 outbound webhooks configured in your Kustomer organization for Business (legacy), Enterprise, and Ultimate. For more information, see Outbound webhooks.Permission set limitsPermission sets define what users or teams can see and do within the platform. The plan limits are:PlanLimitProfessional (legacy plan)-Business (legacy plan)-Enterprise10Ultimate20For more information, see Understand permission sets.Platform Klass limitsKlasses define the attributes associated with each object type in your platform. You can have a total of 100 Klass definitions. For more information, see Define custom attributes in Kustomer.Platform storage limitsThe Kustomer platform has storage limits which take into account various levels of resource utilization within the Kustomer platform. This includes all primary data storage, replication, multi-region backup data transfer and storage, and search indexing storage and replication.For more information, see Platform storage limits & pricing.Queue limitsQueues organize inbound conversations and route them to available agents. Queue routing is only available to Enterprise and Ultimate plans. The plan limits are:PlanQueue LimitEnterprise3Ultimate10Tip: We recommend you assign multiple queues per team for maximal routing flexibility. For more information about queue limits, see the Agent Productivity section of the billing plan comparison page.Queue rule limitsQueue rules are how inbound conversations are assigned to a queue. You can have a total of 100 queue rules. For more information, see Create queue rules.Reporting limitsYou can generate reports within Kustomer to gain insights on conversations, team performance, and more. The length of time that you can access your reporting historical data depends on your plan:PlanData Retention (months)Professional (legacy plan)12Business (legacy plan)12Enterprise24Ultimate24For more information about reporting limits, see the Reporting & Analytics section of the the billing plan comparison page.Search limitsYou can build customized search filters to help you organize everything from customers and companies, organize your filters into individual folders, and export current results. The limits by search area are:AreaLimitsExports50k rows of informationFilters1000Folders100Notes: Only one export can run at a time.Searches do not return results for conversation, message, and custom object data updated over two years ago. To search for this data, please use global search.Exporting searches is only available to organizations on Enterprise or Ultimate plans.For more information, see Use search to organize your work.Shortcut limitsShortcuts are pre-defined blocks of text used as canned responses. You can create up to 3000 shortcuts, see Use workspace shortcuts.You can create up to 200 shortcut categories. For more information, see Add shortcut categories.Skill limitsSkills are used to identify and route conversations to agents best qualified to help each customer. For more information, see Get started with skill routing. Agents can be assigned up to 10 skills, and a maximum of 3000 agents can be assigned to any one skill.A conversation can have a maximum of 10 skills added. The table below shows the number of total skills that can be created for an organization. PlanOrganization-wide skill limitProfessional (legacy plan)-Business (legacy plan)-Enterprise100Ultimate300Snippet category limitsYou can use snippets to insert translated content into shortcuts, conversation replies, chat, and email templates. You can create up to 200 snippet categories. For more information, see Use snippets to send translated messages.Team limitsYou can create teams to group users together that match your organization's structure and unique responsibilities. You can have a maximum of 500 teams. For more information, see Create, manage, and use teams.User limitsYou can add different types of users to Kustomer, based on your business needs. Full-time users have full access to Kustomer. Your specific plan determines how many full-time annual seats you have for your organization. You can increase these seats from the Manage Subscription page.Collaborators are internal users who don't need full access to Kustomer and mostly need access to consult on conversations and support agents. The plan limits for Collaborator seats are: PlanLimitProfessional (legacy plan)-Business (legacy plan)5 collaboratorsEnterprise1 collaborator for every full-time userUltimateUnlimitedFor more information, see Add Collaborators.Workflow limitsWorkflows help you automate processes that eliminate tedious manual tasks and add custom business logic to take full advantage of the Kustomer platform. The plan limits for custom workflows are:PlanLimit (active workflows)Professional (legacy plan)-Business (legacy plan)25Enterprise100Ultimate150For more information about workflow limits, see the Workflow & Automation section of the billing plan comparison page.Callable workflowsEnterprise and Ultimate plans have unlimited callable workflows. These workflows are limited to 1000 runs per 15 minutes across all callable workflows within an organization. Additional executions beyond the 1000 limit will continue to queue, but will not run until the 15-minute window has elapsed. We recommend tuning your conditions in the callable workflows to ensure it is scheduled only when needed.For more information, see Scheduled Workflows (Time-based).

Kustomer is a powerful, customer-centric, omnichannel platform that ensures your customers receive quick and in-depth solutions to their inquiries. Kustomer brings together everything you need to serve your customers in one easy-to-use place, and allows you to extend the functionality of Kustomer beyond the web app. This technical overview will help administrators understand the architectural landscape of our platform and provide insight on how all these parts work together to make Kustomer unique. In this articleBuilding blocks of KustomerKustomer data modelSchemaObject viewControllerKustomer appsFAQBuilding blocks of KustomerThere are four primary building blocks to Kustomer, which come together to form your customer service experience: Conversations, Channels, the Timeline, and Klasses/Objects.The Kustomer Timeline is at the center of the Kustomer platform, and acts an omnichannel view of all interactions a customer has had with your organization and can include:messages phone calls, email, chat, SMS, social media, etc.events unique to an organization such as order history, shipping details, appointments, etc. and more.By combining these individual actions across multiple channels together into one place, you get a complete profile of the customer story, the way you want to view them.Channels are the method used for receiving and sending conversations. That can be phone calls, email, chat, SMS, social media, or whatever other methods your organization uses to communicate with your customers. More options for channels can be added by installing apps from the Kustomer App Directory.Conversations are messages between your support/sales agents and your customers via any of the supported Channels. Other customer service systems may refer to these as tickets or cases.Klasses and Objects can capture any interactions your customers have with your company. Every company using Kustomer has a unique set of products and services, which is why we let you define your own custom object schema to match your business. This could be any event that's relevant to your company, like online order history, reservations, and more.Kustomer data modelThe Kustomer platform is built on the Model-View-Controller (MVC) architectural pattern and focuses on keeping the extensibility of your organization in mind. The Kustomer Data Model is made up of two types of objects, Standard Objects and Custom Objects. Each object type can define additional custom attributes. Objects can relate to each other by defining custom relationships.Standard Objects are the base set of objects installed on every organization providing applications an extension of the customer-centric data model. The main set of standard objects installed for all organizations include:Company CustomerConversationMessageCustom Objects (KObjects) are used to extend the base data model to properly map data associated with their customers and business. For example, if an organization wants to store orders placed by their customers on their website or mobile application, they can define an order Klass (defined below) and start ingesting order events using the API and/or hooks (link).SchemaBoth Standard and Custom Objects rely on various schema definitions for the system to operate. The Kustomer platform includes the following schema types:Custom attributes provide a way for organizations to extend both Standard and Custom Objects in the system. Organizations can define new attributes on an object and provide additional metadata about the attribute like a type, custom icon, color, and display name. These attributes are made available across the system in areas like search, reporting, templates, views, and workflows.Relationships define the existence of a relationship between two object types in the system. The relationship can be one-to-one (1-1) or one-to-many (1-M). An example of this might be a relationship that explicitly links an order custom object and a shipment custom object.Note: Multiple Klasses can be created to define a many-to-many (M-M) relationship.A Klass is a schema for a custom object. This is required for custom objects to exist and includes a collection of custom attributes and relationships that together make up the definition of the object.For more details on the Kustomer data model, please check out the article Data Model Overview.View data in your Kustomer platformThe Kustomer platform allows you to fully customize what is visible to agents in the Customer timeline. Customized views of relevant data can be rendered:As an event on the customer timeline in timeline layoutsIn the Insights panel in the "Details" sectionIn the Insights panel as a custom Insight cardFor more details, see the Customize Object Views article to get started. The ControllerThe Kustomer platform provides mechanisms for organizations to customize the business logic and automate processes, by using business rules and workflows.A business rule is a common and easy-to-implement automation that automatically performs actions when conversations are created or updated. Business rules allow you to trigger changes based on Company, Customer, Conversation, and Message attributes.A workflow is a more intensive set of conditions and actions that can be executed based on an event in the system. Conditional logic can be applied to workflows where each successive step can use data from previously collected data in the workflow. This provides rich capabilities for admins to create complex business logic automation that glues applications together and responds to events from an organization's systems.For more on Kustomer's automation features, check out the Understanding business rules and Workflows overview articles.TriggersA trigger is a definition of an event within the system that a Workflow listens for. Events include Standard Object and Custom Object create, update, and delete events as well as custom events triggered from installed applications. Types and examples of triggers include:Kustomer triggers - conversation created, message updated, note added, etc.Hook triggers - “Contact Us” form posted to a Form HookApp triggers - Twilio text message received, Shopify order updated, etc.Scheduled triggers - conversation was snoozed 1 week agoHooksA hook is an inbound endpoint in which to trigger an event. There are two main types of hooks: email and web. When you create an email hook, an email address will be provided for an organization to use to Cc/Bcc email addresses with structured data in the message body to kick off a workflow. A webhook can be used to create forms or links to outbound webhooks of other applications to post data to a Kustomer URL endpoint to kick off a Workflow. Kustomer appsA Kustomer app is a package defining the components (Custom Objects, workflows, triggers, etc…), which can be versioned and deployed to extend the functionality of the Kustomer platform to one or more organizations. Existing integrations like email, SMS, and voice channels, along with the Kustomer workflow triggers and actions, are deployed using apps. Additionally, custom functionality that is private to a specific organization can be packaged and deployed for a single org through an app.Kustomer develops first-party apps that are managed internally, as well as the Kustomer Apps platform which allows 3rd-party developers to build and deploy integrations on top of the Kustomer platform. See Apps platform developer documentation for more information.FAQQuestion: Can I use Custom Objects to create orders in our timeline?Answer: Yes, you can use the API or define a hook, trigger, and Workflows to receive events from your order system and create / update orders within a customer timeline. Read more about creating custom objects from a hook in the help article Create a Custom Object from an external trigger. Question: Can I show data associated with a customer in my own proprietary admin tool within a card in the sidebar?Answer: Yes, you can define a custom context card that either calls out to your own rest API or surfaces data from within Kustomer that is being updated through hooks or Workflows.Question: Can I segment my customers with custom attributes and custom objects like orders?Answer: Yes, all custom attributes on Standard and Custom objects are indexed by our search engine and exposed in our application for the purposes of segmentation. These searches can be saved and assigned to users / teams to drive proactive customer engagement and inbound support transactions.