Voice apps

Five9 is a cloud contact center platform that allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also see a record of missed calls, and add comments to existing calls during or after they are completed.

In this article

• Prerequisites
• How does Five9 work with Kustomer?
• Installing the Five9 app
• Configuring Five9 with Kustomer
• How Five9 states sync to Kustomer statuses
• Routing Five9 calls to your agents
• Making and receiving calls

Prerequisites

You must have a Five9 account before beginning this integration.

How does Five9 work with Kustomer?

The Five9 app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call.

Installing the Five9 app

To integrate Five9 with Kustomer, install the Five9 app from within the Kustomer App Directory.

1. Go to Appsand select Explore Directory.
2. Search for Five9 in the App Directory, and then select Install.

Configuring Five9 with Kustomer

You can configure your region and routing settings in the Five9 settings page. These settings map Five9 states to Kustomer statuses and help properly identify whether a user is available to receive a call.

To configure Five9:

1. In Kustomer, select the Five9 widgetin the navigation bar and log in to your account.
2. Go to Apps and select Five9 in the sidebar.
3. Configure your region and Routing Settings.
   
   

   Note: Routing Settings are only available if you are signed in to Five9 through the widget.

4. Select Save.

How Five9 states sync to Kustomer statuses

Five9 ready states are synced to Kustomer statuses so that the app can properly identify whether a user is available to receive a call. Once you log in to Five9 via the widget, you can finish syncing these statuses. The following table shows how Five9 ready states are synced to Kustomer statuses, by default.

Changing your status in Five9 will change your Kustomer status and vice versa. If you do not set a custom configuration, the Five9 Not Ready state will set a user to Unavailable in Kustomer.

Routing Five9 calls to your agents

In order for agents to be able to make and receive Five9 calls inside of Kustomer, they must first be added to a voice team that has the Five9 setting turned on. 

1. Go to Settingsand select Users > Teams.
2. Create a new team, or select Edit for an existing team.
3. Select the Routing Profile tab.
4. If not already turned on, select the Enable Team Routing toggle.
5. Select Five9 from the External Queues drop-down.
   
6. Select Save Changes.

Making and receiving calls

Now, your agents can make and receive calls through Five9. Agents that are currently in an Available state while on a voice team can dial the number directly in the Five9 widget, or they can select the number while viewing a customer's details.