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Introduction to Kustomer chat

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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Create powerful, personalized chat experiences for your customers with chat. Access multi-brand chat settings and communicate with customers efficiently using contextualized, automated conversational support.

Learn how you can build seamless mobile and web chat experiences with chat.

Who can access this feature?
User typesAdmins can access chat settings.


In this article

Key features for chat

With chat, you can:

  • Customize the look and feel: Style and customize the chat widget experience with colors and chat widget experience settings.

  • Create branded chat experiences: With multi-brand chat settings, you can apply distinct brand settings, conversational assistants, and business schedules for multiple brands.

  • Provide personalized chat support: Personalize and automate customer chat interactions with conversational assistants.

  • Build with chat SDKs: Develop performant, stable, and seamless custom web and mobile embedded chat experiences with the updated Kustomer chat SDKs for web and mobile (iOS and Android).

  • Send attachments and images: Customers and agents can upload attachments to a conversation, up to 5MB per file. Currently supported file types are JPG, PNG, PDF, DOC, DOCX, XLS, XLSX, ZIP, TXT, MOV, and MP4. We do block a selection of file extensions for security purposes. The total attachment size limit is 9.5MB.

Other features that improve the chat experience include:

Chat widget experience

Select from three different Chat widget experience formats to design how your customers interact with your chat widget:

  • Live Chat
  • Knowledge Base
  • Knowledge Base + Live Chat

Chat Widget Experience settings for Kustomer Chat 2.0 with Message Threads preview.

Multi-brand chat settings

Customize the visual design, business schedules, and chat support experience for each brand under your organization. You can also turn chat on or off separately for each brand. Learn more in Multi-brand chat.

Conversational Assistants

Style and automate customer chat support interactions with the conversational assistants (chatbots) feature. Collect relevant customer information, boost agent productivity, and streamline the support experience with conversational assistants.

You can set a default conversational assistant or turn off assistants for each brand and channel.

Chat SDKs for web and mobile

The Kustomer Chat SDKs provide greater customization, performance, and stability for web-based and mobile (iOS and Android) chat experiences.

Mobile SDK features include the following:

  • Push notifications: Integrate with push notifications to send any missed messages to your customers as push notifications on their mobile devices.

  • CSAT survey settings: Customize which customers will receive CSAT surveys based on set customer attributes. Send CSAT surveys with push notifications to ensure more accurate survey results.

  • Native Knowledge Base: Promote self-service and give your customers access to a native knowledge base directly from within the chat widget on your mobile apps.

  • Dark Mode support: Automatically display the chat widget in dark mode for your customers with dark mode settings enabled on their mobile devices.

  • Landscape Mode support: Automatically adapt the chat widget display for landscape mode on mobile devices.

Learn more about the Kustomer Chat SDKs in our developer documentation.

Turn on chat

All organizations have access to chat. You can turn chat on or off for each brand under your organization by going to Appsand selecting Chat.

You can view and customize chat settings separately for your default brand and any additional brands with chat.

If you have multiple brands under your organization, configure and manage chat settings for each brand with Multi-brand chat.

Manage chat settings

You can customize your chat settings for each brand in your Kustomer organization:

Chat Management: Design


Style and customize the chat widget design, appearance, and default messaging to provide a seamless chat experience for your customers on web and mobile apps. With chat, you can design and configure your chat widget to match the voice, style, branding, and reply time for each brand in your organization.

Learn how to manage your chat design settings in Chat Management: Design.

Chat Management: Settings


Set and communicate reliable support expectations with customers with customized chat support functionality. With chat, you have control over the chat settings for each brand. Choose when, where, and how your teams connect with customers over chat.

Learn how to manage your main chat settings in Chat Management: Settings.

Chat Management: Domains


Securely control the domains and web pages that can host and display the code for your custom chat widget. The Chat Management: Domains settings allow you to authorize specific domains and create URL overrides to ensure full command over where your chat widget appears. 

Learn how to manage your chat domain settings in Chat Management: Domains.

Chat Management: Install Chat


Easily generate and implement your custom chat widget code to connect with customers over chat. The Kustomer Chat SDK settings allow you to generate a custom chat widget code to use with your web site or create a keyset to enable mobile push notifications for apps on Android and iOS mobile devices.

Learn how to manage your chat SDK settings in Chat Management: Install Chat.