# Understanding the New Kustomer Experience > The New Kustomer Experience is a redesigned workspace that helps your team manage customer conversations more quickly and efficiently Kustomer created th Source: https://help.kustomer.com/en_us/understanding-the-new-kustomer-experience-B1ChnAlDGg Last updated: 2026-08-17T19:13:01.146Z The New Kustomer Experience is a redesigned workspace that helps your team manage customer conversations more quickly and efficiently. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/484c588842137f5f4793c61d77a5f818.png) Kustomer created this experience to make everyday work simpler: faster navigation, clearer organization, fewer clicks, and a more consistent way to manage conversations across channels. It also gives Kustomer a stronger foundation for delivering improvements over time. > Note: To [enable the New Kustomer Experience](https://help.kustomer.com/en_us/enabling-the-new-kustomer-experience-rkjWAV8Hzx), join Early Access and then opt into the New Kustomer Experience for your entire organization or by team.  This article explains why Kustomer created the new experience, what has changed, and what you can expect as it continues to evolve. ## Why Kustomer created a new experience Customer service teams manage increasingly complex work. A single customer relationship can include email, chat, SMS, voice, social messages, internal notes, customer data, and activity from connected systems. The New Kustomer Experience was designed to make that complexity easier to manage. The updated workspace focuses on three goals: ### Help users work faster The new experience reduces unnecessary steps and makes common actions easier to find. Faster navigation, keyboard shortcuts, and real-time updates help users move between conversations and complete work with less friction. ### Make the workspace easier to understand Information and actions are organized more consistently throughout the workspace. This makes it easier to understand where you are, what requires attention, and what to do next. ### Create a foundation for future improvements The new experience is more than a visual update. It provides the foundation Kustomer needs to improve performance, refine existing ways of working, and introduce new capabilities faster. ## What is included in the New Kustomer Experience? The New Kustomer Experience brings customer conversations into a modern, unified workspace. * [Get to know the rep dashboard](https://help.kustomer.com/en_us/understanding-the-rep-dashboard-SysH1rUBMx) * See [how to use the rep dashboard throughout your workday](https://help.kustomer.com/en_us/using-the-rep-dashboard-throughout-your-workday-SJ5FJH8rfg) * Find important actions more easily with [the Search builder](https://help.kustomer.com/en_us/using-the-search-builder-r1Gz1rUSzg) Depending on the features available to your organization, you may notice improvements in the following areas. ### A redesigned conversation workspace The conversation workspace has been reorganized to keep the customer interaction, relevant context, and available actions close together. The updated layout is designed to help users: * Understand the current conversation more quickly * Review customer history and context * Move between conversations with fewer clicks * Work across supported channels from one workspace ### Faster navigation Updated navigation helps users move between queues, searches, conversations, customers, [apps](https://help.kustomer.com/en_us/using-apps-in-the-new-kustomer-experience-SJ9FRNISMx) and other areas of Kustomer more efficiently. Some items may have moved or may use updated names and icons, but the goal remains the same: make it easier to reach the work that needs your attention. ### Keyboard shortcuts [Added Keyboard shortcuts](https://help.kustomer.com/en_us/keyboard-shortcuts-Syn91BHIW) allow users to complete common actions and move through their work without relying entirely on a mouse or trackpad. ### A more consistent interface Buttons, menus, panels, status indicators, and other controls follow a more consistent design. Although some controls may appear in new locations, similar actions should behave more predictably across the experience. #### An updated mobile experience The New Kustomer Experience includes a responsive mobile interface that makes it easier to review and respond to customer conversations from a phone or smaller screen. The layout and navigation adapt to the available space so reps can stay connected to their work when they’re away from a desktop. ## What stays the same? Switching to the New Kustomer Experience does not create a separate copy of your Kustomer organization. Your organization’s underlying customer and conversation data remains the same. Switching experiences also does not change your: * User permissions * Team membership * Assigned access * Customer data * Conversation data The new experience changes how users interact with Kustomer, not which information they are authorized to access. Some workflows, integrations, or less frequently used capabilities may continue to use an existing interface while Kustomer improves and expands the new experience. ## What to expect while the experience improves Kustomer will continue to refine the New Kustomer Experience based on product development, performance data, and customer feedback. During this period, you should expect the following. ### Features will continue to evolve Existing workflows may be refined, and additional capabilities may become available over time. Screenshots or instructions in documentation may occasionally differ slightly from the application while improvements are being released. ### Some workflows may differ from Classic Most concepts and data remain familiar, but the steps used to complete an action may change. An action may have a new location, use a different menu, or require fewer steps than it did in Classic. ### Not every feature may transition at the same time Kustomer may introduce updated workflows in phases. Some features may initially open in an existing interface or may not yet be available in the new experience. When an important difference exists, Kustomer’s documentation will identify it. ### Feedback will help shape the experience Feedback from users and administrators helps Kustomer identify unclear workflows, missing capabilities, and opportunities to improve speed and usability. When submitting feedback, include: * The task you were trying to complete * What you expected to happen * What happened instead * The impact on your work ## Prepare your team Before introducing the New Kustomer Experience broadly, administrators and team leaders should: 1. Preview the experience. 2. Identify any workflows that differ from your current process. 3. Test key integrations and organization-specific procedures, such as custom KViews and Insight cards. 4. Select an initial team or group of users. 5. Share relevant training and documentation. 6. Collect feedback before expanding access. Because access can be introduced by team, your organization can choose a rollout approach that matches its operational needs. ## Frequently asked questions ### Is the New Kustomer Experience a separate Kustomer product? No. It is an updated way to use the Kustomer platform and the data already available to your organization. ### Will switching affect my permissions or data access? No. Switching experiences does not change your permissions, team membership, or access to organization data. ### Can users return to the Classic experience? During the transition, click the Kusty logo to switch between the Classic and new experiences.  ### Do administrators have to enable access for everyone at once? No. Administrators can make the New Kustomer Experience available to selected teams, allowing the organization to roll it out gradually.