# Customer timeline > The timeline is where agents will spend most their time while interacting with customers. This is where you'll see an overview of all the interactions... Source: https://help.kustomer.com/en_us/customer-timeline-SyRfAErUW Last updated: 2026-06-24T18:49:08.582Z **Note:** This article applies to version 1 of Kustomer's customer timeline.  The timeline is where agents spend most of their time interacting with customers. This is where you'll see an overview of all customer interactions with your company, like email and chat conversations, order history, appointments, purchase history, and other information pulled into Kustomer through apps and integrations. ### In this article * [Overview](#overview) * [View conversations](#conversations) * [Custom objects (KObjects) in the timeline](#custom-objects) * [Add other kinds of data](#apps-platform) ### Overview In the timeline, you can send and receive messages across all channels, create notes to tag other users, view tracking information, and display custom-associated events from third-party data sources. The timeline displays objects chronologically, showing the most recent inbound message at the top. Next to the timeline object, you'll see an icon to the left that indicates the conversation channel or event type. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/fd63ae94ba2281a2d370db55cc1843ee.png) ### View conversations Kustomer's omnichannel timeline shows all of a customer's events and conversations in a single view, regardless of which channel that message took place in. Agents can select the **Reply** button to respond to any conversation. When composing a reply, agents have quick access to whichever styling and attachment options are supported by the current channel. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/374490672eee9ccf365a27395cf5fc68.png) ### **AI Summaries in the timeline** AI Summaries automatically generate overviews of customer interactions and surface them directly in the timeline, giving agents key context without needing to read through full conversation histories. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/add4b0fca02030c8b36060e9f5f4ff47.png) Summaries are generated for conversations, customer profiles, and KObjects. Specific summary types include: * **Conversation summary** — provides an overview of the conversation at a glance. * **Handoff summary** — generated automatically when a conversation is reassigned to a new agent, so they can quickly pick up where the previous agent left off. * **Closing summary** — generated when a conversation is marked Done, providing a final snapshot for reference or follow-up. Agents can also manually generate or refresh summaries at any time to capture the latest context. AI Summaries are part of Kustomer Envoy. Learn more in Boost agent efficiency with Kustomer Envoy. **Copilot** Copilot is an AI assistant that supports agents directly within the Insights Panel while working in the timeline. Copilot can answer agent questions using your organization's knowledge base and past conversations, suggest and send responses, and perform actions like updating records or creating orders — without agents leaving the conversation. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/bdadd2c2270fa89d66a1f74658f3c7de.png) Copilot also includes built-in writing tools to help agents expand short drafts into full responses and correct spelling and grammar. Learn more in Boost agent efficiency with Kustomer Envoy. ### KObjects in the timeline You can integrate with other data providers through app integrations and webhooks to display other events within the timeline. Custom objects can display events like orders, reviews, CSAT surveys, and other external data for agents to access while assisting customers. Click an order to show the details. The data displayed in a custom object can be customized to suit your company's needs and data sources. [Learn more about Kustomer integrations](https://help.kustomer.com/categories/kustomer-integrations-SJmPRmjzU) ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f2f35c3ca5c04c06cc06e16b3e5dd194.png) ### Add other kinds of data [Browse the Kustomer App Directory](https://help.kustomer.com/install-and-manage-apps-B1hQO3D5u) to explore more integration options to add other data to your timeline. We offer a library of popular integrations with external services and platforms to customize, automate, and extend Kustomer for your organization. You can also extend the timeline further by giving Copilot access to MCP servers as tools, allowing it to pull in external data and perform actions from third-party systems directly within the agent experience. Looking for something else that isn't in the App Directory yet? You can also develop your own apps for private or public use through the [Kustomer Apps Platform](https://developer.kustomer.com/kustomer-apps-platform/docs).