Merge a conversation
September 26 2024 3:16pm
If a user has two separate conversations on the same topic, you may want to permanently merge those conversations into a single continuous message. When two con...
Move a conversation
October 26 2024 9:11pm
Sometimes, you may discover that a conversation should be on different customer's timeline than the one it's on. If you find yourself in this situation,...
Conversational assistant dialogs
October 26 2024 8:51pm
Dialogs are the main building blocks for your conversational assistants built through Customer Assist. Each dialog is a distinct unit of conversational exchange...
Forward conversations
September 23 2024 8:02pm
Users in Kustomer can forward a conversation transcript from a customer timeline to an email address outside of the Kustomer platform. This will work across any...
Respond to conversations
October 30 2024 2:03pm
In Kustomer, a conversation represents a set of interactions within a customer about a specific topic. You can respond to messages within a conversation in the ...
Callable workflows and conversational assistants
September 23 2024 8:00pm
Workflows make it easy to automate processes within the Kustomer platform. Unlike typical workflows triggered by an event, such as when a conversation is create...
Change conversation status
September 23 2024 3:26pm
Conversation statuses are a way for you to visually show where a conversation is being resolved. You can use sub statuses to customize any of the default status...
Tutorial: Build a conversational assistant
September 23 2024 7:40pm
With Customer Assist, conversational assistants can help you collect information from customers before they connect with an agent to speed up response times and...
Conversational assistant volume control settings
September 24 2024 8:33pm
Volume control settings allow you to automate how a conversational assistant responds to abandoned conversations and missed customer messages sent outside your ...
Use notes in conversations
October 30 2024 2:07pm
Notes are internal communications visible only to users in an organization. You can use notes to collaborate with other organization members and share updates a...
Detect intent with a conversational assistant
October 26 2024 8:58pm
With intents, Customer Assist can understand when customers enter specific words or phrases in the conversation and redirect them to a specific dialog so that t...
Conversational assistant rules and proactive chat
September 23 2024 7:56pm
Assistant rules provide a way for your customer experience team to engage website visitors with targeted messages. With rules, you can specify which dialog in y...
Linked Conversations
October 28 2024 2:39am
Linked Conversations allows you to relate conversations to one another by mapping real-world relationships within the Kustomer platform. With linked conversatio...
Conversation report
September 23 2024 2:15pm
The Conversation report provides information that helps you understand how quickly agents respond to customer inquiries and how much time they spend resolving c...
Understand KIQ Conversations
October 31 2024 4:20pm
KIQ Conversations is a Kustomer IQ add-on for Customer Assist, our intelligent conversational assistant (chatbot) you can build using a visual editor. With assi...
Conversation classification
September 25 2024 1:23pm
Kustomer's Conversation Classification is a tool that helps you automate time consuming tasks so that your agents can focus on support inquiries that need t...
Conversation Priority
October 17 2017 8:35pm
Priority is a new feature that will help you prioritize and gain insight into customer issues. Every new conversation receives a default priority of 3...
What is a billable conversation?
December 10 2024 4:29pm
Conversation-based pricing is designed to align with your support needs by billing you based on customer interactions rather than agent seats. With this approac...
Conversation Details view
November 25 2024 7:18pm
When you select a conversation, the right panel in the Kustomer interface will change to a Conversation Details view. Here, you can quickly view more informatio...
Mark a conversation as spam
October 2 2024 5:17pm
You can mark conversations as spam that you no longer want reaching your inbox. Conversations marked as spam are automatically marked as Done in the customer...
Add a conversational assistant
January 3 2025 4:25pm
Conversational assistants can help you collect customer information before they connect with an agent, speeding up response times and closing conversations more...
Conversational assistant interactions
November 18 2024 4:12pm
Customer Assist, our conversational assistant feature, provides multiple interactions that you can use to gather information about your customers and guide them...
Track merged conversations
October 28 2024 3:12am
If your users are assigned to a permission set that allows them to merge or combine separate conversations into one, you may be interested in tracking these con...
View conversations in Salesforce
October 7 2024 2:28pm
Conversation View allows Salesforce users to view Kustomer conversations from a Salesforce case directly within the Salesforce platform. This feature builds on ...
Create custom conversation tags
October 1 2024 1:32pm
Custom tags are a way for you to quickly identify a conversation. Once tags are added to a conversation, you can create a search filter to group these conversat...
Add a new conversation
October 30 2024 2:05pm
When you are viewing a customer's timeline, you can add a new conversation by hovering over the Composeicon. You will see up to three options based upon the...
Link a custom object to a conversation
November 21 2024 10:01pm
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 writ...
Tutorial: Assign a conversation to an agent based on skill
November 11 2024 10:20pm
Skill routing allows you to send conversations to agents who are best qualified to work with a customer. A skill can be defined as specialized knowledge of an a...
Conversation standard date attributes
November 11 2024 4:44pm
The reference table below lists both the display names and system names for Conversation standard Klass date attributes available in the Kustomer platform.You c...
Best practices for conversational assistants
December 6 2024 7:12pm
With Customer Assist, you can create conversational assistants that help optimize your organization's support experience, promote customer self-service, boo...