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February 2025 releases

Last Update: Feb 2025 • Est. Read Time: 4 MIN
To check plan availability, see the pricing page.

We’re always working to make our platform better for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up to date with the latest changes.

What's new:

Improved dialpad for Kustomer Voice (Feb 28)

Improved the dialpad experience for users navigating an interactive voice response (IVR) with Kustomer Voice.


Accessibility improvements to chat SDK are now generally available (February 28)

Several improvements have been made to the functionality of chat SDK to improve the experience for people using keyboard navigation and/or screen readers:

  • Customers using keyboard navigation no longer get stuck on the “Minimize Chat” button of the chat window.

  • The chat logo that our customers use within the chat window now has an image description via alt text for people using screen readers.

  • The image description via alt text for the “conversations empty” image has been removed in order to comply with best practices that recommend removing unnecessary content for people using screen readers.

  • The heading structure within the chat window has been updated to align with best practices for keyboard navigation, increasing speed of navigation for people using keyboard navigation and/or screen readers.

This update is available to all Kustomer chat SDK users on all plans. Learn more about our chat SDK:

New Android v3.4.1 SDK release (February 27)

View the Android changelog for more information on what's included in this release.

AI Agents can now access public URLs as data sources (Feb 17)

Admins can now add individual public URLs as data sources in addition to public knowledge bases, and have the AI Agents use these to frame responses to customers.

Today, these URLs can be added on a page-by-page basis and indexed or reindexed manually. Once indexed, the URL collection can be added as a data source to the appropriate AI Agent team and will be used when replying to the customer.

Who has access to the feature?

This feature is available to Admins and Org Owners who have access to AI Agent Studio. For more information, see this help article.

AI Agents can now connect to external systems (Feb 17)

AI Agents can connect to external systems using tools powered by OpenAPI specifications, allowing them to retrieve real-time data, provide more accurate responses to customers, and perform actions like:

  • Get customer data from external systems;
  • Place orders on external e-commerce systems;
  • Adjust bookings on travel booking systems;
  • Check stock levels from warehouse inventory systems.

Admins can use the OpenAPI spec for an external system and create a single tool (one CRUD operation) at a time, along with specifying reasoning and preset attributes that will be set when the AI Agent calls the tool.

As part of this release, the following authentication schemes are supported:

  • Bearer Token
  • API Key
  • Basic Authentication

Who has access to the feature?

All clients that have access to AI Agent Studio. For more information, see this help article.

New app releases from our partners

The following apps are now available in the App Directory. Admins and any users with permission to install Apps can access them. 

  • Aftership by Aftership
    AfterShip is a web-based automated shipment tracking platform for eCommerce retailers. A single interactive dashboard allows merchants to track their shipments across 1000+ couriers worldwide, including USPS, UPS, FedEx, BlueDart, and DHL. The all-in-one tracking system enables retailers to enhance their post-purchase experience and avoid service tickets with branded tracking pages, a 1-click order lookup widget, mobile tracking app, and proactive delivery notifications.

  • Guru by GetGuru

    Guru's AI Search gives your team instant answers by searching across your company's apps, docs, and chats. Then it transforms that scattered information into an always up-to-date, easy-to-use single source of truth. Guru lives where you work, so you get the knowledge you need without disrupting your flow, relying on colleagues, or even opening a new tab. Get Guru and get answers.

  • Netomi Agent Assist by Netomi AI
    Assist agents in efficiently handling conversations with end-users by providing conversation summaries, context, AI suggestions, and analytics.

  • TaskGPT by TaskUs
    TaskGPT is a proprietary, secure GenAI platform powering a range of tools to help customer service teams deliver superior customer experiences. Its key real-time features enhance operational efficiency, decrease Average Handling Time (AHT), reduce human errors, boost accuracy and quality and increase consistency.

  • Juble.io by Juble.io 
    The Juble.io Integration for Kustomer simplifies managing customer support across multiple marketplaces like Amazon Seller Central, Mirakl, Miravia, Newegg, Octopia / CDiscount, and Walmart. Streamline your operations by consolidating interactions, order details, and communication channels within the Kustomer platform.

New workflow actions for KObjects, like Tasks (Feb 10)

Workflow actions now support additional key data points for KObjects: assignedUser, status, and queue. This enhancement allows admins to create more dynamic workflows and automate key actions without relying on API calls. 

With this update, workflows can efficiently reference and act on things like KObject queue assignments and status changes. This is especially valuable for automating task routing and reassignments, like moving work to a different queue based on when an attribute update occurs.

Who has access to this feature?

This update is available to admins, org owners and any users with permission to edit workflows. No additional setup is required—these attributes will now appear as available options when configuring workflows.

Data deletion tool is now generally available (Feb 10)

You can now set up recurring rules to help you manage your data and stay below your storage limits. Rules run once per day and delete data that matches the rule criteria. Currently, this feature can delete Conversations and custom object (KObject) data. Messages, notes, and attachments will also be deleted when deleting conversations. 
Deletion rules will delete up to 10,000 records that match the rule criteria starting with the oldest records. Deletion rules can be deactivated or deleted if they are no longer needed. Records that get deleted will be visible in the audit log.

Who has access to this feature?
This feature is available to Admins and Org Owners on all plans. For more information, see this help article.