Define custom attributes in Kustomer

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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Klasses determine the data attributes available to standard (Customer, Conversation, Company, Message, and User) objects and your custom objects, or KObjects, in Kustomer. Visit the Data Model Overview to learn more about how standard and custom objects work in Kustomer. 

You can create, define, and modify Klasses to customize the data attributes for both standard and custom objects to match your business needs. 

In this article, we'll explore the standard Klasses available in Kustomer and learn how to create custom Klasses to define custom objects, or KObjects. We'll also learn how to add custom data attributes to both standard and custom Klasses.

Who can access this feature?
User typesAdmins can access the Klass page.


In this article

Standard Klasses

Standard Klasses define data attributes for the five standard objects in Kustomer: Customers, Conversations, Companies, Messages, and Users. For example, a standard Customer object refers to an instance of the standard Customer klass, and the Customer klass defines the data attributes available for the Customer object.

You can add new attributes to standard Klasses to store custom information for Customer, Company, Conversation, Message, and User objects. When you define new attributes for a standard Klass, the new attributes will be available for any object instance of that Klass in Kustomer.

Kustomer provides five standard Klasses: Customer, Conversation, Company, Message, and User.

  • The Customer Klass defines the data attributes available to the standard Customer object and describes Customer attributes.
  • The Conversation Klass defines the data attributes available to the standard Conversation object and is associated with Customers and Messages.
  • The Company Klass defines the data attributes available to the standard Company object and is associated with Customers.
  • The Message Klass defines the attributes available to the standard Message object and is associated with Conversations and Customers.
  • The User Klass defines the data attributes available to the standard User object. It represents all types of Users that can log into Kustomer, and can be used to allow business rules and routing to access custom data. This Klass has no standard attributes defined, but you can add custom attributes to it in the same way as any other standard or custom object.

Create custom Klasses

You can use custom Klasses to model individual business objects with multiple relationships or to map to your specialized business process in Kustomer. When you create a custom Klass, you can define the name, icon, and color of the Klass.

To create a custom Klass:

  1. Go to Settings> Platform > Klasses.
  2. Select Add Klass.
  3. Enter a name. Optionally, select an icon and the icon's color.
  4. Select Create.

Add custom attributes to a Klass

You can add attributes to both standard and custom Klasses.

To add an attribute:

  1. From that object's page, select Create Attribute.
  2. Enter a display name for the attribute. Note the following:
    • When you create the new attribute, Kustomer will automatically generate the attribute's name based on the Display Name and data type. For example, an attribute added to a custom Klass for an order with "Assigned User" as the Display Name will have "assignedUserId" as the Name.
    • An attribute's Display Name and Value properties can be changed after creation, but Name and data type cannot.
  3. Select a data type from the Type drop-down menu. The following options are available:
    Data typeDescription
    Single line text
    A single line of freeform text. Limited to 1024 characters.

    ParagraphFreeform text field that can wrap to multiple lines. For example, freeform notes related to a transaction. Limited to 1024 characters.
    Numbera numeric value.  For example, price, quantity, and a numeric tracking number. 
    DateFor example, 01/01/2020. The formatting will match whatever language your app is set to in Personal > Preferences such as English US mm/dd/yyyy or English UK dd/mm/yyyy).
    Date & Time (Beta access)For example, 01/01/2020, 12:00PM. The formatting will match whatever language your app is set to in Personal > Preferences.
    URLA freeform field for inputting a URL address. For example, https://www.example.com
    True/FaleA dropdown list where users can select true or false as a response. 
    Multi-level listA list of text values that can include nested sub-categories. For example, Level 1 > Item 1. Limited to 2500 items. If used in a conversational assistant, the list is limited to 32KB, which is around 200-225 items, depending on how long the names of options are.
    IDAllows you to select any one KObject (custom object) from the timeline and surface it as an attribute. For example, a KObject (from an Order Klass) with order information could be selected and surfaced when viewing a conversation or a customer.
    User PickerA dropdown list to select an agent or Kustomer admin. Only active users in your organization can be selected.
    Customer PickerA dropdown list to select a customer name.
  4. Select the field value for the attribute type. Available options are:
    • Single Value are fields that accept any value that matches the data type.
    • Option List will only accept pre-defined values.

New attributes are turned on by default.

Make fields required

You can require custom fields to be filled out before marking a conversation as done on the standard Conversation Klass. To do so, select the Required to mark conversation done checkbox when editing the attribute.

You can also show agents attributes that are relevant to their current conversation. For more information, see Create conditional attributes in insight cards.

Display Klass data in Kustomer

Klasses describe how individual KObjects will be stored on your Kustomer site. You can adjust the Timeline Layout and Insight Cards to render Klass data for your users. For more information on rendering these views, see Klass Views.

Create a form for a custom Klass (Beta access)

You can create a form for a custom Klass that appears on the customer timeline and lets agents collect data that can be used for teams to cross-collaborate on that object. For more information, see Tutorial: Create an assignable custom object for a timeline.

Create a notification for a Klass (Beta access)

If you added a Date field to your Klass, you can alert users of an upcoming due date via email and in-app notifications. For more information, see Create a notification for a custom object.

View Klass settings and permissions

You can customize your Klass by selecting an icon and icon color to represent the object better by going to the Settings & Permissions tab of the Klass you want to customize. You can also view and modify the permissions with access to this Klass directly from this page.

Note: This tab is currently in beta access.