Start discussions, ask questions, get answers
Get help with your Kustomer Implementation
Our virtual learning platform
Read product guides and how-to's
Read the latest news from our product team
Submit ideas and suggestions to our team
We are starting to train our agents on refunding and cancelling orders in the Shopify integration, and I would like to be able to report on what agents are providing refunds, when, how much, etc. Not just refunds, but essentially I want to be able to audit all of the refund activity and tie it back to an agent for training/quality purposes. The standard Shopify reporting in the custom reporting section does not allow that level of detail. There are “Attributed to” sections, however this is not entirely accurate, and only provides an ID. Has anyone gotten creative with this yet that could provide some tips? I was able to find the level of detail I want within the json data in our audit log, but I need to figure out how to surface that within reporting.
Hi folks!Wanted to pulse the community to see if anyone has some bright ideas or experience.Double Good has a mobile application, however, our business is completely US based. Users without a US phone number are unable to receive an OTP code to login to our application.We have BPO partners that exist in both Honduras and the Philippines and they are unable to use the app to test things out or to help them complete troubleshooting live with the customers.We have provided the team visual aids, videos, walkthroughs but the team struggles occasionally with being able to fully support the customer. We did provide them a test version of the app, however they lose access each time a new update comes out (which is usually twice per week so it’s not particularly scalable).Our training team is struggling to ensure these agents have the best onboarding/training experience, but we’ve hit a bit of a wall. Any ideas on how we can get these folks the right training?
Can anyone offer any advice as to why I am unable to activate the English (uk) language from the language activation area. I am an admin of the system so should have permissionsThe instructions say to simply activate the required language from the deactivated list, but the toggle to do so is greyed out. Thanks in advance
Meta se evidencia el mensaje y si nos permite escuchar los audios del cliente, pero el asesor tiene que salir de la herramienta de Kustomer e ir a la red social para escuchar el audio.
The first endpoint is described here - https://api.kustomerapp.com/v1/messages/{message_id}/attachments/{id}The second one is described here - https://api.kustomerapp.com/v1/attachments/{id}The main question here may be the difference between inbound and outbound.
Hi we are making some updates in our kb & some articles were unpublished & mistakenly we changed the status of unpublished to publish. I am trying to see the article versions but it is showing all previous versions as unpublished. There are a lot of articles & we are unable to find those 2-3 articles. Is there a way if we can get the logs previous status of articles & new status of articles & published by (name of the author/admin).
We’ve had phone support as a channel since I started at Bespoke Post in 2017 (and before). It’s obviously a little more difficult of a channel to staff well, we often see slightly lower satisfaction scores with it, but we aren’t going to sunset phones or anything, because it feels necessary to offer it as a channel.However, we recently spun off a private label brand into a standalone site and it’s starting to do well. Right now, we’re just on email support and receiving around 1200 inbounds per month. We plan to launch SMS as a support channel for this brand by the end of Q3.As I think about the long term future of this satellite brand and how best to staff it from a CX perspective, I always thought we’d eventually offer phone support. I know it can be frustrating for customers who want to call but aren’t given an option to do so. But I’m wondering if similar size brands in 2023 are indeed offering phones or if they’re moving more towards chat/SMS/etc as the main (or sole) communicatio
We have a wish list symbol on our product page which is on SHOPIFY platform. Our wish list icon is being hidden by the Kustomer chat icon.
We had a problem in kustomer, we could not create an outgoing webhook, there is an error in the platform that says that the limit is 0, but it is not like that because the limit is 5 and we have 0 created
We are currently creating our first contact form and one question we have, is how can we change the background colours of the form? We have a brand template which pulls through a logo but want to change the background colours of the form so it’s in line with our brand colours. How can this be achieved? In email remplates we can update the hex codes for backgrounds and font but I can’t find a way to do this in forms. Also we have an out of hours banner appearing at the top of the form and I don’t know how to switch this off. How do you decative a banner appearing at the top of the form?
Thank you to everyone who attended yesterday’s Community AMA! This event featured a lot of excellent questions and group discussion, as our facilitators @bryce.coleman and myself addressed obstacles from several individuals and teams, and touched on a range of solutions for each. Below is a recap of the conversation we had. Automating Data Collection For New Inbound ConversationsThe first segment of the AMA focused on best practices for grouping new conversations by targeting available data. In addition to looking for keywords in the subject line, message body, or the sender’s email itself, the chat channel was recommended as a useful method of obtaining additional information, through passive collection (like reporting the webpage from which chat was accessed), and active collection (such as asking questions with tools like the Conversational Assistant). This topic was readdressed in another discussion about identifying inbound customer texts by timezone. A solution for this was sugg
Hello all! We are refreshing our messaging once again and we are looking for 5-6 individuals to join our focus group Wednesday, 9/27, at 12pm ET for 1 hour. All you have to do is listen to the pitches and provide us with your feedback. It's that simple! As a thank you for your participation, you will receive a $25 gift card. Please see below for all the details:What: Kustomer Messaging Focus GroupWho: Open to all with a focus on B2C and D2C service leaders from small to mid market businessesWhen: Wednesday, 9/27Time: 12-1pm ETWhere: Zoom Please comment here if you would like to join our focus group and thank you in advance!
Can either the org or individuals change their default inbox sorting? Our default is set to Newest Assigned, which is not ideal for our processes - we’d rather Oldest Assigned was the default for agents. Preferably this is something we could do for the org as a whole, but we can’t find it in settings. Alternatively having agents be able to set this once would be nice. The screenshot in the article here doesn’t note a Default, so we’re hoping it’s possible and we’re just looking in the wrong place? https://help.kustomer.com/en_us/sort-your-inbox-By8PyU4so
When moving a conversation from one customer’s timeline to another customer’s timeline, when you begin typing the customer’s name or email address to move the conversation to, the selections that appear are not in alphabetical order and don’t always relate to what is being typed. It would be helpful for the results to appear in alphabetical order so users don’t have to scroll through a list of options.
Hi!In our company half of the agents does not have any results when looking for articles in the knowledge base through the right panel inside kustomer (cf. picture 1). When others from the same company, same team and with the same permission set can (cf. picture 2)!Does it happen to others?
What is the best way to get many conversation time responses at once with a batch of conversation ids?
hi, i am looking for some help on how i get a view or list of all Customers added to the system, rather than conversations, any advice would be appreciated
Learn everything you need to know about our REST API and endpoints
Contact our support team and we'll be happy to help you get up and running
Find all the guidance you need as you navigate through our success resources
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
