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Multi-brand chat

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Provide a unique chat support experience for each brand under your Kustomer organization. Create, customize, and manage the style, chat support experience, and chat widget design for each brand directly in Kustomer without additional custom code from your developers. 

You can also assign a default conversational assistant for each brand. 

Learn how to create and configure chat for a new brand and how to customize your multi-brand chat support experience.

To learn more about creating new brands under your organization, see Create and manage multiple brands in Kustomer.

To learn how to find the unique brand id for a brand, see Find your brand ID.

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


In this article:

Configure chat settings for a brand

Note: Kustomer automatically enables chat when you create a new brand. To learn how to add new brands to your organization, see Create a new brand.

Kustomer supports multi-brand features for chat. Chat settings are automatically enabled when you create a new brand in Kustomer. You can configure and access your chat settings from the Brand Management page or from the Chat Management page. 

To configure chat settings from the Brand Management page:

  1. Go to Settingsand select Administration > Brands.

  2. Select the edit icon for a brand to open the Edit Brand page.
    On the Edit Brand page, select the chat settings category you would like to configure (Design, Settings, Domains, and Install Chat).

    You will be redirected to the chat settings on the Chat Management page.

  3. You can configure the chat settings from the Chat Management page. You can select each option to customize your chat settings further.

To learn more, see Chat Management settings.

Customize chat for each brand

The Chat Management page displays each brand and its chat status. From there, you can customize chat settings and turn on chat for each brand.

Learn how to customize your multi-brand chat settings further with the following:

Set Brand IDs in Chat SDKs

Specify a brand ID in your Chat SDKs to embed a branded Kustomer chat support experience in your own web site or mobile app.

If you include a specific brand ID in your Chat SDK code, Kustomer will filter chat conversations automatically for your customers based on the set brand. This ensures that a customer only sees their chat conversations with one brand even if the customer has interacted with other brands under your Kustomer organization.

If you don't include a specific brand ID in your Chat SDK, Kustomer automatically assigns the default brand ID to the SDK.