Customize the Kustomer view

Within the Kustomer platform, it is common for organizations to have custom objects (KObjects), with one of the most common being an order. When a customer writes in about an order, the agent may want to link the specific order to a conversation. This article will walk you through the steps to link a KObject to a conversation.

In this article

• Prerequisites
• Getting started
• Link a KObject to a conversation

Prerequisites

• Understanding of standard and custom objects
• Understanding of Klass views

Getting started

An essential part of this process is that your organization has created a custom Klass with a defined set of attributes. For this example, we will be referencing a custom Order Klass.

Link a KObject to a conversation

1. First, navigate to Settings > Platform > Klasses and seelct Conversation. Next, add the new field to link the custom object. Set a Display Name, select Id as the Type, and set the Target to the specific KObject you would like to link.
   
   
2. If you do not have a custom Klass View for the Conversation Insights Panel Details (the top right section when viewing a conversation), you must continue to Step 4. If you have the standard Insights Panel Details, navigate back to a conversation and hard refresh. You will then see the new custom attribute with a drop down to select the particular order tied to a customer.
   
   
3. If you have a custom Klass View for the Conversation Insights Panel Details, you must edit the code to see the Order object in the dropdown. Once you are in the Edit Klass View page, add a new Row and reference the custom attribute. For the Order attribute we created earlier, use the following code as an example:

   <Row
     field={'orderId'}
     label="Order"
     value={object.custom.orderId}
     object={'conversation'}
   />
   
   

   
   It is helpful to note that you can also see a Preview of the Insights Panel Detail further down on the Edit page.
   
   
4. Once the KView is updated, navigate back to a conversation and hard refresh. You will then see the new custom attribute with a drop-down menu to select the particular order tied to a customer.
   
   While we used a custom Order in this example, it is important to note that you can link any type of custom object to a conversation! Change the Target when creating a new custom attribute and adjust the KView if needed.