# Support - Kustomer Application > Support - Kustomer Application knowledge base – help articles and documentation. ## Get started - [Kustomer onboarding checklist for new teams](https://help.kustomer.com/en_us/kustomer-onboarding-checklist-for-new-teams-HJXYUwaTxe.md): Welcome to your Kustomer Implementation Checklist This guide helps your team successfully set up and launch Kustomer Follow each step to build your workspace - [Use keyboard shortcuts](https://help.kustomer.com/en_us/keyboard-shortcuts-Syn91BHIW.md): Keyboard shortcuts let you quickly perform the most common actions within Kustomer saving you time and allowing you to focus on the customer. - [Manage your subscription and billing](https://help.kustomer.com/en_us/manage-your-billing-S15aMDyGL.md): On the Manage Subscription settings page you can see an overview of your Kustomer payment plan. - [Creating your Kustomer org with Kustomer Architect](https://help.kustomer.com/en_us/creating-your-kustomer-org-with-the-ai-setup-assistant-HykWhNzwWl.md): The Kustomer AI Setup Assistant is a conversational guided setup tool for configuring new environments This tool recommends bestpractice settings for a struc - [Understanding the Conversation lifecycle](https://help.kustomer.com/en_us/understanding-the-conversation-lifecycle-BJTXglPhbe.md): Conversations in Kustomer move through several phases from creation to longterm data retention This article describes each phase to give you a complete pictu - [Choosing between APIs, exports, and bulk operations in Kustomer](https://help.kustomer.com/en_us/apis-exports-and-bulk-operations-in-kustomer-SJNnhJlAZx.md): Integrations and internal tools often need large amounts of data from Kustomer Depending on what you are doing the right path may be the REST API an expor ## Agent experience - [System requirements](https://help.kustomer.com/en_us/system-requirements-Hk0fbZTG7.md): This article lists the recommended system requirements to ensure optimal performance while using Kustomer In this article Operating system requirements - [View agent performance dashboard](https://help.kustomer.com/en_us/viewing-your-performance-dashboard-SyTxv1fQ8.md): As an agent, you may want to know how you are performing so that you can improve upon your key metrics, such as the total number of conversations you have ma... - [Can I attach files to KObjects?](https://help.kustomer.com/en_us/can-i-attach-files-to-kobjects-r1lgrqRVzg.md): From Settings Platform Klasses you are able to select any class and edit its settings to allow attachments to that class Once toggled on attached files - [Can I view a list of a company's subsidiaries?](https://help.kustomer.com/en_us/can-i-view-a-list-of-a-companys-subsidiaries-S1LquERHGe.md): From the company timeline viewing a companys Hierarchy will display either a graph or a nested list the default experience on mobile To access the co ## Connect with customers - [Integrate voice with Amazon Connect](https://help.kustomer.com/en_us/amazon-connect-SJwmKMS7.md): The Amazon Connect integration provides your organization with a way to support customers through a phone call, by providing a full view of that customer's h... - [Integrate with WhatsApp by Twilio](https://help.kustomer.com/en_us/twilio-whatsapp-integration-rJ1xhvVHH.md): By integrating WhatsApp with Kustomer, your organization can engage with customers directly on WhatsApp. - [Include only email history in replies](https://help.kustomer.com/en_us/include-only-email-history-in-replies-rJOb_6Hs.md): By default the reply email template in Kustomer includes all messages in a conversations history including messages from other channels such as - [Using two-way translation](https://help.kustomer.com/en_us/using-two-way-translation-BkUQUzk5Zl.md): Twoway translation allows agents and customers to communicate in different languages during a conversation Kustomer automatically detects language differences ## Route conversations or tasks to agents - [Understand routing](https://help.kustomer.com/en_us/queues-routing-overview-ry92_wFOX.md): Routing allows you to organize and collect conversations and route them to your agents using a set of criteria defined in queue rules. - [Routing settings](https://help.kustomer.com/en_us/general-queue-settings-SJwEnzfdI.md): Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. - [Create and configure queues](https://help.kustomer.com/en_us/configure-queues-BkCVqbJ9L.md): Routing lets you get customer inquiries and tasks from internal teams to the right agent You can automatically route tasks and conversations from any channel - [Create queue rules](https://help.kustomer.com/en_us/queue-rules-HyLuJ1KHX.md): Queue rules allow you to determine how inbound conversations and tasks are assigned to a queue using customer, conversation, or company data. - [Use queue keys to streamline queue rules](https://help.kustomer.com/en_us/use-queue-keys-SyLiDFLY9.md): You can use queue keys to make queue rules smarter and easier to manage. - [Routing templates](https://help.kustomer.com/en_us/queues-routing-templates-S1Lvsjgc8.md): Kustomer comes with preconfigured queue rule templates to help you start routing conversations to your agents. - [Team routing profiles](https://help.kustomer.com/en_us/routing-profiles-H1tz3ITv7.md): Routing profiles determine which conversations get assigned to agents. - [Team Pulse dashboard](https://help.kustomer.com/en_us/team-pulse-BkanzDa4G.md): The Team Pulse dashboard lets you see what agents are working on in real-time follow-up with agents to ensure they're working efficiently. - [Show agent availability with user statuses](https://help.kustomer.com/en_us/user-statuses-H1qvvNnD7.md): User statuses provide a way for agents to let their teams know they are available. If Queues & Routing is configured, statuses also determine whether or not ... - [Routing report](https://help.kustomer.com/en_us/routing-reporting-rkYo9LaPX.md): The Routing report allows you to see your individual queues and how well they are performing, monitor agent availability, and monitor customer wait time. - [Dedicated Agent](https://help.kustomer.com/en_us/dedicated-agent-r1ZbNNzau.md): Relationships are naturally built over time between your customers and individual agents on your team. Over time, you may find that maintaining that... - [Set team capacity by priority](https://help.kustomer.com/en_us/capacity-by-priority-S1ShWqxMo.md): Capacity by priority is an advanced feature you can configure for your teams. - [Tutorial: Route all outbound conversations](https://help.kustomer.com/en_us/route-all-outbound-conversations-HJnjTnYVo.md): Agents can send proactive messages to end customers and initiate an outbound message via email, chat, SMS or social media. If your organization uses Queues... - [Understand queue priority](https://help.kustomer.com/en_us/understand-queue-priority-rkdXSpcYC.md): Queue priority is the value that the router uses to determine which conversations should be assigned to an agent first. - [Tutorial: Route a task to a team](https://help.kustomer.com/en_us/route-a-task-SyrHSSC2A.md): You can use queue rules to set up tasks that can be automatically routed to other teams in your organization. - [Using the live call dashboard](https://help.kustomer.com/en_us/using-the-live-call-dashboard-r1ujH36Kbl.md): Live call monitoring provides supervisors with realtime visibility into calls in queue The Team Pulse Voice Calls view displays call status agent activity - [Routing Kustomer Voice calls by customer attribute](https://help.kustomer.com/en_us/routing-kustomer-voice-calls-by-customer-attribute-HkHCZF71zg.md): You can route inbound Kustomer Voice conversations based on customer data such as tier VIP status region or lifetime value by combining Assistant Rules - [Log task assignment and completion events using a workflow](https://help.kustomer.com/en_us/log-task-assignment-and-completion-events-using-a-workflow-SyWotYebGx.md): You can use a workflow to automatically post a comment on a task whenever it is assigned reassigned or marked as done This gives you a timestamped activity t ## Kustomer integrations - [Integrate an order system with Kustomer](https://help.kustomer.com/en_us/integrating-an-order-system-with-kustomer-r1PuhTAk4.md): You can integrate your order system with Kustomer via an ecommerce integration, the Kustomer API, or a Kustomer webhook and workflow. - [Things to know when integrating with Kustomer](https://help.kustomer.com/en_us/things-to-know-when-integrating-with-kustomer-ByDZy8ZeE.md): Kustomer's flexible platform allows you to integrate with a lot of different services out there. - [Outbound webhooks](https://help.kustomer.com/en_us/outbound-webhooks-rkUQvela8.md): Webhooks let you connect two applications and automatically sync data between them. Outbound webhooks are used to send events from Kustomer to other systems.... - [Install and manage apps from the Kustomer App Directory](https://help.kustomer.com/en_us/install-and-manage-apps-B1hQO3D5u.md): Use the Kustomer App Directory to discover and install apps with external services and platforms to extend Kustomer for your organization. - [Deactivate apps from the Kustomer App Directory](https://help.kustomer.com/en_us/deactivate-apps-HyBJaqLsd.md): Any app installed from the Kustomer App Directory can be deactivated to temporarily remove it from view, and to turn off any features created by the app. - [Export data with Export Buddy](https://help.kustomer.com/en_us/export-data-from-kustomer-SJ5yILO4j.md): Download Export Buddy from the Kustomer App Directory to export user and team data along with snippets, shortcuts, and more. - [Amazon Kinesis data streams](https://help.kustomer.com/en_us/amazon-kinesis-data-streams-rJhIYV2fM.md): Kustomer uses Amazon Kinesis to provide a data stream of all your events, giving you access to all your data in real-time. - [Snowflake data sharing (legacy feature)](https://help.kustomer.com/en_us/integrating-with-snowflake-Sk9Nvkeqf.md): If you are using or considering Snowflake as your Business Intelligence (BI) solution, then you can utilize Kustomer's Snowflake data warehouse to access y... - [Understanding differences in Kustomer channels](https://help.kustomer.com/en_us/differences-in-kustomer-channels-SkfETS0al.md): Customers and agents often expect every channel to behave like email or like chat In practice each channel has its own limits threading behavior and automat - [Creating OpenAPI Tools for AI Agents](https://help.kustomer.com/en_us/creating-openapi-tools-for-ai-agents-ByVUWqvAg.md): AI Agents can use tools to interact with data systems and services outside of the conversation In Kustomer tools help an AI Agent take action or retrieve in - [Disconnecting the Kustomer and TikTok Shop integration](https://help.kustomer.com/en_us/disconnecting-the-kustomer-and-tiktok-shop-integration-HyFilOSGe.md): In order to fully disconnect Kustomer and TikTok shop it is important to both Disconnect your TikTok Shops from Kustomer Revoke Kustomer access to y ## Use business rules - [Understanding business rules](https://help.kustomer.com/en_us/understanding-business-rules-BJ9ru6qFm.md): Business rules can help you manage common automations and improve your teams processes by automatically performing actions when conversations are created or - [Understand filter operators](https://help.kustomer.com/en_us/filter-operators-Sy8cQR5mU.md): In Kustomer you can use filters on your data to help you narrow down the exact information you want to see or use. - [Explore the business rules template gallery](https://help.kustomer.com/en_us/business-rule-templates-ry6j07PI.md): Kustomer offers a gallery of preconfigured business rule templates to help you quickly set up automations for common workplace actions Explore our gallery t - [Run a business rule when a conversation attribute changes](https://help.kustomer.com/en_us/business-rule-assignment-change-ByAxUthdL.md): With business rules, you can create simple automations for common tasks, such as applying tags to conversations. You can use business rules to trigger an act... - [Creating Business rule triggers](https://help.kustomer.com/en_us/business-rule-triggers-By7HqHhjU.md): Business rules consist of a trigger that meets a specific condition, which then performs an action. - [Conditions and actions in business rules](https://help.kustomer.com/en_us/conditions-and-actions-in-business-rules-B1PFiShj8.md): Business rules contain two sets of data, conditions and actions, that are combined to create if and then statements. - [Create a business rule](https://help.kustomer.com/en_us/create-business-rules-ryNxsxQEI.md): Business rules are an easy-to-use method to manage common automations and modify actions automatically when conversations are created or updated. - [Use business rules to update custom attributes](https://help.kustomer.com/en_us/update-custom-attributes-BkzyqrdbO.md): You can create automations to update custom attributes automatically based on inbound messages sent to your company. - [Use business rules to assign conversations to teams](https://help.kustomer.com/en_us/using-business-rules-to-assign-conversations-H1fc92au.md): Business Rules allow you to create common automations that help your team work more effectively. This tutorial will walk you through an example of a basic bu... - [Use business rules to automatically close conversations](https://help.kustomer.com/en_us/using-business-rules-to-automatically-close-conversations-SkiscMu7d.md): This article will walk you through an example of a basic business rule that will automatically close a conversation based on a given criteria. - [Best practices for automations](https://help.kustomer.com/en_us/best-practices-for-automations-SylKG6FIc.md): This article will cover the tools that can process automations within any Kustomer organization, as well as provide use case examples and testing methods. W... - [Use the AI automation assistant to analyze and optimize your automations](https://help.kustomer.com/en_us/use-the-ai-automation-assistant-to-analyze-and-optimize-your-automations-BymbREYye.md): The AI Automations Analysis assistant is a conversational tool that helps you analyze and suggest optimizations to your configured automations - [Identify which business rule acted on a conversation](https://help.kustomer.com/en_us/identify-which-business-rule-acted-on-a-conversation-BytOikgRZl.md): Identify which business rule acted on a conversation When a conversation is updated by a business rule for example when its marked Done or reassigned you - [Set up auto-responders for multiple email addresses](https://help.kustomer.com/en_us/set-up-auto-responders-for-multiple-email-addresses-Sk9Qhye0bl.md): If your organization uses multiple email addresses for example support billing and sales you can configure separate business rules to send the appropri - [Troubleshoot business rules](https://help.kustomer.com/en_us/troubleshoot-business-rules-HJtgJge0g.md): Troubleshoot business rules This article covers common issues you may encounter when creating or running business rules and how to resolve them Failed to c ## Manage your data - [Outbound webhooks](https://help.kustomer.com/en_us/outbound-webhooks-rkUQvela8.md): Webhooks let you connect two applications and automatically sync data between them. Outbound webhooks are used to send events from Kustomer to other systems.... - [Understanding platform storage limits & pricing](https://help.kustomer.com/en_us/platform-storage-rkqoG3Hlq.md): This article shares details around Kustomer platform storage limits and pricing options for production non-sandbox organizations. - [Export data with Export Buddy](https://help.kustomer.com/en_us/export-data-from-kustomer-SJ5yILO4j.md): Download Export Buddy from the Kustomer App Directory to export user and team data along with snippets, shortcuts, and more. - [Methods to export data](https://help.kustomer.com/en_us/methods-to-export-data-HyRj3jUSi.md): This article outlines some of the export data options available with Kustomer. - [Managing your platform usage data](https://help.kustomer.com/en_us/manage-your-platform-usage-data-HJkfk28Kkx.md): This article explains how to view your current platform usage manually delete data and set up automated deletion rules to manage your data more effectively. - [Delete a data export using the API](https://help.kustomer.com/en_us/delete-a-data-export-using-the-api-HypwQSNbGl.md): If you need to remove a data export you can do so by sending a DELETE request to the Kustomer API This article explains how to find the export ID and delete t ## Reporting & analytics - [Team Pulse dashboard](https://help.kustomer.com/en_us/team-pulse-BkanzDa4G.md): The Team Pulse dashboard lets you see what agents are working on in real-time follow-up with agents to ensure they're working efficiently. - [Sentiment scores](https://help.kustomer.com/en_us/sentiment-SkwMPPjbo.md): The sentiment metric can be found on the Insight Panel of any search. Sentiment is scored on an individual message using Amazon Comprehend's natural-language - [Using Data Explorer](https://help.kustomer.com/en_us/using-data-explorer-HJB0g5wyl.md): Analyze your Kustomer data with natural language. Data Explorer explains trends, surfaces drivers and anomalies, and suggests next actions from Reporting. - [Reporting on AI Automations](https://help.kustomer.com/en_us/reporting-on-ai-automations-S12ruA3Ybe.md): Both Kustomer AI for Zendesk and Kustomer AI automations track AI agent behavior Metrics gathered are intended to give users visibility into how agents operate - [Using the reporting assistant](https://help.kustomer.com/en_us/using-the-reporting-assistant-Sy8CfPfAbl.md): The reporting assistant helps you analyze your Kustomer data and build custom reports using natural language You can ask questions explore trends and generat - [Understanding chart drilldowns with Data Explorer](https://help.kustomer.com/en_us/understanding-chart-drilldowns-with-data-explorer-BygQ1maNfx.md): Data Explorer turns naturallanguage questions into charts that help you analyze conversation data For supported charts you can select a chart segment to expl - [Kustomer Concierge Report (Beta)](https://help.kustomer.com/en_us/kustomer-concierge-report-beta-B1NsSbYLfe.md): The Kustomer Concierge report beta helps you evaluate how effectively Concierge automations handle customer conversations This beta report changes how severa ## Kustomer AI - [Automatic language detection](https://help.kustomer.com/en_us/automatic-language-detection-BJX_GhXGX.md): Kustomer comes with a default Natural Language Processing (NLP) workflow that automatically detects the sentiment of a message. - [Understanding the Deflection report](https://help.kustomer.com/en_us/deflection-report-rkH6qvjwU.md): Knowledge base deflection lets users self-serve common inquiries allowing customers to find a quick solution to their questions without speaking to an agent. - [Knowledge base deflection in email](https://help.kustomer.com/en_us/email-deflection-BkAddmUd8.md): With knowledge base email deflection, you can set up an auto response message that acknowledges receipt of a customers email and recommends up to 3 articles. - [Knowledge base deflection in a form](https://help.kustomer.com/en_us/knowledge-base-deflection-in-a-form-rkCIM8h9I.md): You can turn on knowledge base deflection for your forms so that users can see up to 3 recommended articles that can help answer their questions after they s... - [Best practices for creating custom AI prompts](https://help.kustomer.com/en_us/best-practices-for-creating-custom-ai-prompts-Sk2k5qBtA.md): With Profiles, you can customize how AI Response and Agent Assist respond to customer inquiries & ensure they align with your brand's individual tone and style. - [Video: What is Kustomer AI?](https://help.kustomer.com/en_us/video-what-is-kustomer-ai-SynrXKaHxe.md): Kustomer AI provides intelligent automation for both customers and support teams With AI Agents for Customers support starts the moment someone reaches out - [How to join the Early Access program](https://help.kustomer.com/en_us/how-to-join-the-early-access-program-Bkn3RR0iel.md): Our Early Access program gives you the opportunity to try new features before they're made generally available. - [Use the AI knowledge base assistant to create articles](https://help.kustomer.com/en_us/ai-knowledge-base-assistant-SkfK37k2eg.md): Whether youre creating a new article or updating an existing article, the AI knowledge base assistant is here to make your life easy. - [Use the AI search assistant to build better searches](https://help.kustomer.com/en_us/ai-search-assistant-HyNTVMkhlg.md): The AI search assistant is an intelligent assistant that helps you rapidly construct edit and optimize search queries using natural language. - [Create workflows using the AI workflow assistant](https://help.kustomer.com/en_us/ai-workflow-assistant-S1S1EG_3ee.md): The AI workflow assistant enables you to create and maintain automations within a single unified experience. - [What is the Kustomer MCP Server?](https://help.kustomer.com/en_us/kustomer-mcp-server-r1CR1NpTgx.md): The Kustomer MCP Model Context Protocol connects Kustomer to large language models LLMs, giving AI systems structured secure access to your Kustomer data. - [Using the Kustomer MCP Server](https://help.kustomer.com/en_us/kustomer-mcp-server-HJsPzR56ee.md): The Kustomer MCP Server integrates with MCP compliant AI platforms to provide secure tool-based access to your Kustomer data. - [Example use cases for the Kustomer MCP Server](https://help.kustomer.com/en_us/kustomer-mcp-server-ryXMRehTgl.md): The examples below demonstrate practical ways your teams can utilize the Kustomer MCP (Model Context Protocol) server with an AI platform. - [Using Data Explorer](https://help.kustomer.com/en_us/using-data-explorer-HJB0g5wyl.md): Analyze your Kustomer data with natural language. Data Explorer explains trends, surfaces drivers and anomalies, and suggests next actions from Reporting. - [Automating language detection and sentiment analysis in Kustomer](https://help.kustomer.com/en_us/automating-language-detection-and-sentiment-analysis-in-kustomer-H1a4G1KFZe.md): Kustomer can automatically detect the language of inbound messages and analyze their sentiment These capabilities help teams understand customer intent route - [Implementing Kustomer AI](https://help.kustomer.com/en_us/implementing-kustomer-ai-rkzh7vzRg.md): This guide outlines a phased approach to implementing AIpowered customer support in Kustomer It explains the crawl walk run roadmap and the data and organiz - [Creating OpenAPI Tools for AI Agents](https://help.kustomer.com/en_us/creating-openapi-tools-for-ai-agents-ByVUWqvAg.md): AI Agents can use tools to interact with data systems and services outside of the conversation In Kustomer tools help an AI Agent take action or retrieve in - [Create fast, reliable AI Agents with Code Procedures](https://help.kustomer.com/en_us/create-fast-reliable-ai-agents-with-code-procedures-H1PwfyZQbx.md): pAI Agents can connect to external systems using tools powered by OpenAPI specifications allowing them to retrieve realtime data and provide more accurate r - [Troubleshoot common AI Agent tool configuration errors](https://help.kustomer.com/en_us/troubleshoot-common-ai-agent-tool-configuration-errors-Sk5LKhUGfl.md): AI Agent tools interact with the Kustomer platform through configured actions Misconfigured tools can cause fatal errors that trigger fallback behavior unassi - [Using AI agents to search your knowledge base by Category](https://help.kustomer.com/en_us/using-ai-agents-to-search-your-knowledge-base-by-category-SJQYmd0rzg.md): Concierge and Envoy use their own dedicated search tool that uses plaintext search input and filters knowledge base results by category With this knowledge in - [Using context variables in tool preset attributes](https://help.kustomer.com/en_us/using-context-variables-in-tool-preset-attributes-SkX6ArlQfx.md): Use context variables in tool preset attributes when a tool needs values from the current customer conversation tool configuration or runtime inp - [Understanding context variables](https://help.kustomer.com/en_us/understanding-context-variables-SJHE0SeQzx.md): Context variables let you insert values from the current execution context into a tool s preset attributes Use them when a tool needs customer c ## Workflows - [Callable scheduled workflows](https://help.kustomer.com/en_us/scheduled-workflows-H1ydD61hZ.md): You can use scheduled workflows in Kustomer to automate actions that depend on time-specific conditions. - [Use workflows to import data](https://help.kustomer.com/en_us/importing-data-into-kustomer-SkoeDxhfM.md): Kustomer offers a variety of ways to import additional data into our platform. For example, you may want to import customer lists, past orders, past conversa... - [Use form hooks to ingest a web form](https://help.kustomer.com/en_us/ingesting-a-web-form-via-a-form-hook-SkhrYWnMG.md): If you have a Contact Us web form on your website, you can pass those submissions along to Kustomer where your team can answer them like any other conversa... - [Workflows overview](https://help.kustomer.com/en_us/workflows-overview-HJFVTZhzz.md): Workflows make it easy to automate processes or add custom business logic to take full advantage of the Kustomer platform. - [Inbound webhooks](https://help.kustomer.com/en_us/inbound-webhooks-Bkqc1z3fM.md): Webhooks are a flexible way to sync your data between Kustomer and 3rd party applications. - [Test and debug Workflows by viewing logs](https://help.kustomer.com/en_us/test-and-debug-workflows-r1yhy7hfM.md): As you are building out workflows, it's important to understand how to test and troubleshoot them for your team. You can do this using logs, which give you r... - [Create a KObject from an external trigger](https://help.kustomer.com/en_us/create-a-kobject-from-a-hook-BJVNwm2Gf.md): In this article, we'll show how to create custom objects (KObjects) on a Customer Timeline using a trigger from an external system. This could be used to c... - [Workflow triggers](https://help.kustomer.com/en_us/workflow-triggers-Sybb9_nuM.md): Workflows are used to build automations based on an event related to Kustomer. To kick off a workflow, a trigger app and trigger event must be defined as the... - [Direction vs Direction Type attributes](https://help.kustomer.com/en_us/direction-vs-direction-type-HkMK13aIQ.md): When building reports or constructing workflows youll likely want to incorporate messages coming into your Kustomer organization The types of attributes y - [Common workflow fields](https://help.kustomer.com/en_us/common-workflow-fields-HkH2t_nv7.md): When building out workflows, certain fields are used fairly consistently. This article is a guide to the most common ones. - [Workflow variables](https://help.kustomer.com/en_us/workflow-variables-rJ2g6DeIV.md): Workflow variables allow you to store these credentials securely and access them from within a workflow. - [Callable workflows and conversational assistants](https://help.kustomer.com/en_us/callable-workflows-r1E8Dq6_.md): With callable workflows, you can use data captured from a customer's interaction with a conversational assistant to return relevant data to your customer. - [Import and export workflows](https://help.kustomer.com/en_us/import-and-export-workflows-rJQlh1JxF.md): Workflows can be exported and imported in JSON format. This allows you to take workflows you've created in a test or sandbox organization and move them into ... - [Data Connect](https://help.kustomer.com/en_us/data-connect-Byt82GQDt.md): Data Connect allows administrators to sync objects from another system into Kustomer through a guided setup This feature makes it easier than ever to conti - [Best practices for automations](https://help.kustomer.com/en_us/best-practices-for-automations-SylKG6FIc.md): This article will cover the tools that can process automations within any Kustomer organization, as well as provide use case examples and testing methods. W... - [Trigger a workflow from an Insight Card](https://help.kustomer.com/en_us/trigger-a-workflow-from-an-insight-card-BJsiKC065.md): There may be times when you want to trigger a workflow to run an automation manually, instead of waiting for an update within Kustomer to trigger the workflo... - [Unassign conversations from deactivated users](https://help.kustomer.com/en_us/unassign-conversations-from-deactivated-users-rkKAIENAq.md): Deactivated users in your organization may have conversations that remain assigned to them even after their account has been deleted If you want to unassign - [Avoid email rate limits](https://help.kustomer.com/en_us/avoid-email-rate-limits-HkXGU_0q.md): Kustomer's default system email (Postmark) has a rate limit in place that caps how many inbound messages your organization can receive from the same sender. - [Resolve snoozed conversations with workflows](https://help.kustomer.com/en_us/resolve-snoozed-conversations-with-workflow-r13UnJayj.md): While your users may change conversation statuses and use the snooze status correctly when awaiting a customers reply you may find a number of your - [Set up an auto-response workflow for WhatsApp integrations](https://help.kustomer.com/en_us/whatsapp-auto-response-HJXNvhCNs.md): A common practice in customer support is sending out an autoreply when customers reach out to support to let them know that their message is received This - [Workflow actions](https://help.kustomer.com/en_us/workflow-actions-rJraeS8us.md): This is a list of workflow actions - [Workflow error: "Something unexpected happened"](https://help.kustomer.com/en_us/workflow-error-something-unexpected-happened-r1Y3tFQfo.md): This is a benign error that can usually be ignored. - [Create workflows using the AI workflow assistant](https://help.kustomer.com/en_us/ai-workflow-assistant-S1S1EG_3ee.md): The AI workflow assistant enables you to create and maintain automations within a single unified experience. - [Use the AI automation assistant to analyze and optimize your automations](https://help.kustomer.com/en_us/use-the-ai-automation-assistant-to-analyze-and-optimize-your-automations-BymbREYye.md): The AI Automations Analysis assistant is a conversational tool that helps you analyze and suggest optimizations to your configured automations - [Troubleshoot a workflow or business rule that not not execute](https://help.kustomer.com/en_us/troubleshoot-a-workflow-or-business-rule-that-not-not-execute-S176RCbe.md): If a workflow or business rule is not triggering as expected use this guide to diagnose the issue In this article Verify the workflow is active Check tr - [Create and prioritize tasks using a workflow](https://help.kustomer.com/en_us/create-and-prioritize-tasks-using-a-workflow-SyRh0QCkfl.md): You can use a workflow to create a task automatically when a conversation is updated and route that task to a queue for agent assignment Tasks in Kustomer do - [Using Workflow actions with internal threads](https://help.kustomer.com/en_us/using-workflow-actions-with-internal-threads-HJ_JR1rlMx.md): Internal threads have a workflow trigger Internal message create This trigger fires each time an internal thread message is created and can be used to trig - [Understanding reasoning and preset attributes in tools](https://help.kustomer.com/en_us/understanding-reasoning-and-preset-attributes-in-tools-SkGD9BgXMl.md): When configuring any tools for AI Agents it is important to understand the difference between reasoning and preset attributes Reasoning is what the AI Age - [Using skill-based routing in workflows](https://help.kustomer.com/en_us/using-skill-based-routing-in-workflows-HkXA6nzmGx.md): Use skills in workflows Skills in workflows let admins add skills to conversations remove skills from conversations and use conversation skills in workflow - [Understand the difference between Message:Create and sending messages](https://help.kustomer.com/en_us/understand-the-difference-between-messagecreate-and-sending-messages-ByLU8Y7fl.md): This guide explains the difference between creating a message record and actually delivering a message to a customer In this article What MessageCreate d - [Creating workflows | Reopen closed conversations as new conversations](https://help.kustomer.com/en_us/creating-workflows-reopen-closed-conversations-as-new-conversations-SJwXsuFQMg.md): name reopenasnewconversation description When a customer replies to a done conversation after 24 hours keeps the original conversation do - [Understanding context variables](https://help.kustomer.com/en_us/understanding-context-variables-SJHE0SeQzx.md): Context variables let you insert values from the current execution context into a tool s preset attributes Use them when a tool needs customer c - [Using context variables in tool preset attributes](https://help.kustomer.com/en_us/using-context-variables-in-tool-preset-attributes-SkX6ArlQfx.md): Use context variables in tool preset attributes when a tool needs values from the current customer conversation tool configuration or runtime inp - [Using AI agents to search your knowledge base by Category](https://help.kustomer.com/en_us/using-ai-agents-to-search-your-knowledge-base-by-category-SJQYmd0rzg.md): Concierge and Envoy use their own dedicated search tool that uses plaintext search input and filters knowledge base results by category With this knowledge in ## Advanced administration - [Make requests to external API within Kustomer](https://help.kustomer.com/en_us/make-requests-to-external-api-within-kustomer-HyPbzxb77.md): Recommend pre-reading: Understanding Hooks Test and Debug Workflows Using Logs Klass Views Calling a Rest API within a... - [Introduction to our API](https://help.kustomer.com/en_us/api-introduction-BkwVN42zM.md): The Kustomer API is a powerful tool that allows your organization to interact with nearly every resource within Kustomer. - [Data payload examples](https://help.kustomer.com/en_us/data-payload-examples-rkSiyZs3E.md): Here are some JSON data payload examples for an order ingest or data connection, with comments for each section. Feel free to use this as a reference when se... - [Delete a data export using the API](https://help.kustomer.com/en_us/delete-a-data-export-using-the-api-HypwQSNbGl.md): If you need to remove a data export you can do so by sending a DELETE request to the Kustomer API This article explains how to find the export ID and delete t ## Advanced customizations - [Permissions required for common API requests](https://help.kustomer.com/en_us/permissions-for-common-api-requests-HkltTBZbN.md): To facilitate putting the principle of least privilege into practice, this article lists the narrowly-defined permissions needed to make some of the most c... - [Advanced customization for chat](https://help.kustomer.com/en_us/advanced-customization-for-chat-BJNEna30D.md): Chat allows you to customize chat settings for each brand in your organization from your Kustomer settings. You can configure the Kustomer Chat settings and ... ## Kustomer Support - [Contact Kustomer Support](https://help.kustomer.com/en_us/contact-kustomer-support-rJsApFSIS.md): This article details the various ways you can contact the Kustomer Support team. - [Generate a HAR file to troubleshoot support issues](https://help.kustomer.com/en_us/how-to-generate-a-har-file-S16z12N5o.md): When sending emails within Kustomer you may find that occasionally you will receive an error message where the email message failed to send ## Release notes - [July 2026 release notes](https://help.kustomer.com/en_us/july-2026-release-notes-rytrkFl7Gx.md): July 2026 ramped up the fixes improvements and new features to be found in the New Kustomer Experience, and updates to localization and the mobile experience. - [June 2026 Releases](https://help.kustomer.com/en_us/june-2026-releases-HkM0yjZMMg.md): June 2026 brings three meaningful additions to Kustomer: timeline Facebook comment moderation, optin correlation field for the Bulk API, and Amazon SES email. - [May 2026 Releases](https://help.kustomer.com/en_us/may-2026-releases-B16euO5AZg.md): Chat link unfurling, AI Signals enhancements, automation improvements, platform refinements, and usability updates continue across Kustomer. - [April 2026 Releases](https://help.kustomer.com/en_us/april-2026-releases-HJ_yfXrTZx.md): AI testing assistants, version rollbacks, Slack collaboration, voice reporting metrics, transfer controls, and KB access protections debut. - [March 2026 Releases](https://help.kustomer.com/en_us/march-2026-releases-ryWHS7wKWe.md): Signals for AI for Reps launches, observability expands, Voice gains new controls, IVR routing improves, and AI version comparisons arrive. - [February 2026 Releases](https://help.kustomer.com/en_us/february-2026-releases-SJ4XfxxwWg.md): Nova-powered translations, Ordergroove integration, AI resolution analytics, link previews, and subscription management improvements arrive. - [January 2026 Releases](https://help.kustomer.com/en_us/january-2026-releases-ByiGf39Nl.md): AI Observability and version controls bring transparency, traceability, and safer deployment workflows for AI Agent management at scale. - [December 2025 Releases](https://help.kustomer.com/en_us/december-2025-releases-B1KsnbLGbg.md): Guru knowledge integration powers AI Agents, while Code Procedures introduce executable workflows for more precise automation and logic. - [November 2025 releases](https://help.kustomer.com/en_us/november-2025-releases-SybUvO8Je.md): Data Explorer launches, AI automation analysis arrives, sandbox creation is simplified, and search, permissions, and AI controls expand. - [October 2025 releases](https://help.kustomer.com/en_us/october-2025-releases-BJ1_ccpnge.md): Expanded AI tooling, automation enhancements, reporting upgrades, workflow improvements, and new controls for scalable customer operations. - [September 2025 releases](https://help.kustomer.com/en_us/september-2025-releases-Bk7ZjItge.md): AI Builders enter early access, voice input arrives across the platform, GPT-4.1 upgrades AI Agents, and reporting gets more powerful. - [August 2025 releases](https://help.kustomer.com/en_us/august-2025-releases-H1o3DAxOeg.md): Multi-brand Copilot support, business-hour-aware AI Agents, smarter writing tools, workflow improvements, content updates, and Voice expansion. - [July 2025 releases](https://help.kustomer.com/en_us/july-2025-releases-rkDwSPWHgx.md): New AI automation capabilities, platform refinements, reporting enhancements, workflow updates, and productivity improvements for support teams. - [June 2025 releases](https://help.kustomer.com/en_us/june-2025-HJAuNwPzel.md): AI Agents for Reps, alongside multi-party email support, new personalization settings, reporting accuracy improvements, and insights. - [May 2025 releases](https://help.kustomer.com/en_us/may-2025-releases-By1w6bWexg.md): Expanded Shopify chat continuity, AI enhancements, workflow improvements, reporting updates, and customer engagement features across channels. - [April 2025 releases](https://help.kustomer.com/en_us/april-2025-releases-By53oUbRkx.md): AI Agents for Reps enters beta with Copilot, summaries, reporting insights, improved email handling, pricing visibility, and SDK releases. - [March 2025 releases](https://help.kustomer.com/en_us/march-2025-releases-H1tMd8mike.md): Enhanced AI Agent routing, language support, voice controls, IVR improvements, observability updates, and expanded global calling options. - [February 2025 releases](https://help.kustomer.com/en_us/february-2025-releases-rk9vmiIFyx.md): AI Agents gain OpenAPI integrations and URL data sources, while accessibility upgrades, workflow enhancements, and new apps expand flexibility. - [January 2025 releases](https://help.kustomer.com/en_us/2025-releases-ryKFAYB8Jg.md): HIPAA-compliant Voice, multilingual assistant templates, AI Agent form support, cleaner KB editing, smarter search indicators, and SDK updates. - [August 2026 release notes](https://help.kustomer.com/en_us/august-2026-release-notes-HykIFmrrfe.md): Were continually working to improve our platform for you This page highlights new features and improvements on the Kustomer platform all in one place Check