Work with customers

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

You can add a new customer and enter all relevant information for their profile directly from within your inbox or Currently Viewing section. To do so, select Add new customer.The New Customer window opens, where you can enter a customer's information, such as Name, Company, Email, Phone, Social Media, Websites, and External ID.Once you're done adding the customer's information to their profile, select Create.Admins can also create custom attributes that help you further customize the information you want to save for a customer based on your business needs. For more information, see Define attributes in Kustomer.

You can permanently combine customer profiles to clean up duplicate customers quickly. Before confirming the merge, you can review inherited information such as conversations, event data, email, and phone numbers.Who can access this feature?User typesAdmins and all users who have been granted merge permissions can access this.In this articleOverviewMerge customers in the timelineOverviewMerging customers permanently combines the details of two different customers. For example, if you have a customer that contacts you for the first time via text message and then later separately sends you an email, you can merge the two customers into one profile while retaining the full customer history.Once two customer profiles have been merged, this action cannot be undone. If two profiles are erroneously merged, we recommend creating a new customer profile to decouple the information of the profile which was removed and moving all relevant conversations to that profile's timeline.Note: It is not possible to unmerge customers. Since it takes extensive effort to manually decouple a customer into separate records, we highly recommend admins limit the ability to merge customers to team members that fully understand the impact of this procedure.Merge customers in the timelineThe first step is to determine if the customer profiles you want to merge are actually the same customer. Look at the profile's email addresses, phone numbers, and other identifying contact details to help figure out if the profiles belong to the same person. Once you've identified the separate customer profiles, you are ready to merge the two profiles into one.To merge customer profiles:Select Customer Options for the first profile and then select Merge Customer.Enter the name of the existing customer into which you want to merge this profile and select it from the list. In this example, we will merge a customer named Catherine into an existing profile named Catherine Smith.Select Continue. A window opens to confirm the merge and give you a closer view of the information that will be merged between the two profiles. You can view the status of these conversations by hovering over the values shown.Select Confirm Merge.After merging customers, you can change their preferred email, phone, or other contact information using the customer profile settings.Note: To ensure system resources run efficiently, you cannot merge two customer timelines that have more than a combined 1000 conversation and custom objects. If your timeline can't be merged due to too many items, please manually move individual objects or conversations to the other profile before trying to merge again. For more information, see Move a conversation.

There are times when you may realize that you may want to move conversations from one customer's timeline to another. For example, customers with similar names may have been mistakenly merged into the same profile, or you have a customer that contacts you from both a business and personal email address, and these conversations shouldn't be on the same timeline. With Kustomer, you can quickly move conversations to another customer's timeline and ensure they receive the best support when they contact you.In this articleWhen should I split a timeline?Create a new customer profileSplit a customer's timelineWhen should I split a timeline?The first step in deciding if you should split a customer's timeline is determining whether or not it should be split at all. Look at the profile’s email addresses, phone numbers, and other contact details. If there are any duplicates, you should split these customers. You should also review conversations in their timeline to see if you can find other duplicate information. Look for subtle differences between the names in conversations, email addresses used in orders, etc.Note: In some cases, you may notice that two profiles are actually the same person, where one might might be a business profile and the other is personal. In this situation, you must first decide whether it makes sense to split these profiles. If so, consider differentiating these customer profiles to prevent an agent from merging them again. For example, you could append details to the customer's name field, such as "John Doe (Personal)." This will help other users in your organization quickly see the difference in profiles.Create a new customer profileOnce you decide to split a customer's timeline, you need to make sure you have the profile it is being split into ready to go. Add a new customer with their name, and copy any relevant customer details into the new profile, such as their email address or secondary phone number.Notes:You can only move conversations when splitting a customer's timeline. To move any associated KObjects to another customer's profile, please see Move KObjects to a Different Timeline.Customer attributes such as their social media handle or mobile phone number will not be moved to the new profile. Please copy this information manually before splitting the timeline.Split a customer's timelineOnce you have a new profile set up, you are ready move conversations to a different customer's timeline.To split a timeline:Navigate to the customer in the timeline.From the toolbar, open the Customer Options menuand select Split Customer.Use the search field to find and select the target customer profile.Select the timeline events you want to move to the new profile and select Split Customer.Note: Only conversations can be moved to another customer's timeline.Review the information you selected. To complete this action, select Confirm Customer Split.The split conversations are now listed in the new customer's timeline.

You can delete customers, conversations, and custom objects (KObjects) individually or in bulk. This is a useful way to clean up Kustomer and remove objects that are no longer needed in your Kustomer organization, or to comply with General Data Protection Regulation (GDPR) requests. For security, delete events are recorded in the audit log.Under the GDPR, contacts in your account have the right to request that you delete all of their personal data. When this happens, the GDPR requires that you permanently remove the contact record from your database, including email tracking history, call records, form submissions, and other engagement data and activity. Typically, these requests should be attended to within 30 days. The right to deletion is not absolute, and can depend on the context of the request, so it doesn't always apply.Who can access this feature?User typesAdmins can access deletion. Users with the Delete and Allow Bulk Delete permissions can access this feature.In this articleWhat happens when a customer is deleted?Permissions for deleting objectsDelete a single customer from the timelineDelete a single conversation or KObject in the timelineBulk delete in searchesNotifications for bulk jobsNote: While this functionality is available in Kustomer, your legal team is the best resource for compliance advice for your specific situation.What happens when a customer is deleted?You can delete a customer individually or in bulk to comply with GDPR removal requests. Once you delete a customer:The deletion is permanent and cannot be undone.You'll be redirected away from the customer timeline.The customer will no longer be available in search.Any links to the customer will no longer work.Your reporting will remain intact.Permissions for deleting objectsThere are two permissions linked to deletion of customers, conversations, and KObjects.Users with the Delete permission checked in their permission sets will be able to delete individual objects from the timeline. Delete access is granted on a per-object basis, but follows object hierarchy rules.Users with the Allow Bulk Delete permission checked in their Searches permissions will be able to batch remove items from search. The user must first be given Read/View access to Searches to grant this permission.Delete a single customer in the timelineUsers with the proper role permissions can permanently delete customers and all their associated data from Kustomer to comply with a GDPR request. Once you delete a customer, it is permanently removed from Kustomer, and you can no longer retrieve any data associated with their profile.To permanently delete a customer:Navigate to the customer's timeline and select Customer Options from the toolbar.Select Delete Customer.Confirm the deletion by entering DELETE in the text field provided. This is to ensure that deletion doesn't occur accidentally.Select I understand, please delete. The customer and all of their associated data is now permanently deleted. Delete a single conversation or custom object (KObject) in the timelineUsers can delete individual objects from the timeline if they are assigned Delete permissions.In the timeline, navigate to the conversation or KObject.Select Options  for the conversation or KObject and then select Delete [Object].A confirmation modal will alert you that this is a permanent action that cannot be undone. Type the confirmation, then press Delete [Object] to proceed.Bulk delete in searchesGDPR-complaint deletion can also be performed on multiple customers at once through search. After assigning a user Allow Bulk Delete permissions to Searches, they can use search to delete multiple customers, conversations, or KObjects at once.Note: Deleting Company objects is not supported at this time.Use Searches to locate the objects you wish to delete.Mark the checkboxes to select the desired objects.Select the Delete icon in the toolbar. A confirmation modal will alert you that this is a permanent action that cannot be undone. Type the confirmation, then press Delete [Objects] to proceed.By default, you can select up to 30 objects at a time. To delete all objects that match the search, Save your search, select the checkbox at the top of the results, and then click the link in the banner. You now delete all of the objects that matched the search.Notifications for bulk jobsIt can take a little while to process a bulk delete, especially if you're removing hundreds of objects at a time. To help with this, we've set up a notification option to alert you when a bulk delete is completed, and to alert you if any errors occur during this delete attempt.After you begin a bulk delete, the process will continue in the background on the server. You can safely close the popup as prompted without interrupting this process.You can customize your notifications to control where or if you receive notifications for bulk delete status. In the Personal Notifications Settings, adjust the A bulk job I started has been completed setting as desired to control these notifications.