Kustomer Tips & Best Practices

Share tips and tricks you've discovered with Kustomer

91 Topics
83 Replies

91 Topics

casey_mSocial Butterfly

posted in Kustomer Tips & Best Practices

How do you utilize the article feedback options? Anyone using BOTH Written Feedback and Suggested Reasons?

Is anyone else using both of the optional Additional Feedback methods—and if so, are you seeing reporting errors? We have article feedback turned on and we’ve opted to use both optional Additional Feedback methods (Suggested Reasons and Written Feedback).For context, in the Knowledge Base Report, the Suggested Reasons option feeds the Article Feedback table, while the Written Feedback option feeds the Article Comments table. Unfortunately, right when we turned on the Suggested Reasons multiple choice questions, we lost the reporting functionality for the Article Feedback table. Anyone else seeing this? The Report Issue button doesn’t do anything, so I reached out to Kustomer support back in January and they created a bug for their developers to analyze. Before we enabled the Suggested Reasons option, we used to still see this table in the report, even though it didn’t populate with data, but now it’s just the error screen. Even when we try turning off the multiple choice question opti

13 hours ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Integrate with ConduitBlog

In this blog I’m going to discuss how to integrate your Kustomer Org with Conduit. The Conduit platform helps create custom charts for e-commerce, sales and cx platforms (ie. Kustomer). Conduit allows you to automate these charts with workflows so you can automatically import reports directly to Google Sheets. Workflows can also be used to create custom metrics with Google Sheet Formulas using the metrics below. Number of Conversations First Response Time Closed Conversations Closed Time Messages Sent. User/agents name User/agent email The Set Up After signing up (it’s free!), you will need to integrate your Kustomer org. To do this, you will go to Connections on the left hand menu. In the top right of the connections screen you will see a search bar where you can search for Kustomer. After clicking the Connect button, you will need to open your Kustomer org. As you will need to create an API Key. In Kustomer, go to: Settings > Security > API Key Create New API Key Nam

7 days ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Integrating Kustomer with Jotform FormsBlog

Introduction and uses Users of Jotform are aware of how easy the site makes it to create a quick, effective Form to begin embedding their link and receiving submissions right away. For the uninitiated, here’s an outside link for a quick tour. As a Kustomer user, having submissions from these Forms create Conversations in your instance is key to aggregating inbound customer activity. In this article, I’ll outline the procedure for bringing your customer-submitted Jotform Form data into your Kustomer instance to achieve that sweet, sweet synchronization. This is one of many possibilities of quick integrations with the Kustomer platform that makes use of our standardized web/form/email hooks and our powerful Workflow interface. Let’s get started! Create a Form in Jotform From the dashboard “/myforms” page on Jotform’s site, we can begin creating a new Form. The site has an excellent and easy-to-use interface (much like Kustomer’s own Knowledge Base Forms - shameless plug, check) that al

15 days ago

YevheniiFriendly Neighbor

asked in Kustomer Tips & Best Practices

Kustomer api customer/search for messages with attachments

This is a kustomer api specific question.Having Kustomer api endpoint https://api.kustomerapp.com/v1/customers/search, docs are here. I want to receive messages with attachments (attachment name, contentType, contentLength).The body for this request (simplified version):{ "and": [ { "message_channel": { "equals": ["email"] } } ], "queryContext": "message"}The problem here - the standard response does not include all the info about attachments that I need. The question is - Is there any documentation on request body params aggs and fields(I think they may help)? Is it possible somehow to change the request body, so that message attachments are included in response as well?I am trying to minimise the number of calls to kustomer api - get all the info in one go.Thank you for your time.

15 days ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Run Workflow step in a Conversational AssistantBlog

Sometimes Business rules in Kustomer can’t catch all first inbound interactions because Business rules don’t run while a Conversational Assistant is running. So when a chat is opened any business rules that trigger on first inbound interaction will not trigger. Business rules run after the conversational assistant finishes executing all their associated rules and by then the Initial-in message is already on the conversation. So we can use a Run Workflow interaction in our Dialog from the conversational assistant. Scenario: adding a note triggered off first inbound interaction conditionsIn our scenario we’ll place a note on a conversation based on some customer attributes we evaluate and the event will trigger on the first inbound interaction, the initial-in message. And since this won’t catch chats, we’ll use the Run Workflow step to do the job for the chat channel! How to add the Run Workflow step to your conversational assistantThe Run Workflow object is only available in the “Assist

21 days ago

Rafa1993Getting Warmed Up

asked in Kustomer Tips & Best Practices

Report with photos

Hi! Is it possible to create report, that will include all conversations and photos, regarding specific subject? for example bad quality product?

22 days ago

ashley_at_manscapedSocial Butterfly

posted in Kustomer Tips & Best Practices

Is anyone having event data sent directly to Kustomer via RudderStack?

Is anyone having event data sent directly to Kustomer via RudderStack? Curious and eager to hear yalls experience with this as we recently partnered with them as an organization and would love to see what it looks like and benefits you’ve noticed from the integration.

23 days ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

A guide to SEO for your Knowledge Base ArticlesBlog

What is SEO? SEO stands for "search engine optimization." It is the process of optimizing a website or web page to rank higher in search engine results pages (SERPs). This is done by improving the quality and relevance of the website's content and structure, as well as by building backlinks from other websites. Why is SEO important? SEO is important because it helps search engines like Google, Bing, and Yahoo understand what your website or web page is about and how it can be useful for users. When your website ranks higher in SERPs, it means that more people are likely to find and visit your site, which can lead to more traffic, leads, sales, and revenue for your business. How to improve SEO? Conduct keyword research: Start by researching the keywords that people are using to find products or services like yours. Use tools like Google Keyword Planner to find relevant keywords and phrases that you can include in your website's content and meta tags. Optimize your article’s structure: M

23 days ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

How to use Before and After attributes in WorkflowsTutorial

Using the Before and After attributes within your workflows can enhance your workflows tremendously and give you the ability to single out specific events to execute on. These attribute allow you to pinpoint exactly when a change takes place and lets you react to that change. This blog is aimed teaching you how to find these attributes and will provide tips on how you can utilize them. The first thing to do is find these attributes. Generally speaking, the before and after for these events will be nested under “changes.attributes” within the event json. For example, the before and after for adding a tag will look like this: "changes": { "attributes": { "updatedAt": { "op": "replace", "before": "2022-12-16T19:24:53.108Z", "after": "2022-12-16T22:50:59.270Z" }, "modifiedAt": { "op": "add", "after": "2022-12-16T22:50:59.270Z" }, "tags": { "op": "replace", "before": [], "after": [ "6

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24 days ago

michael.iaconoKustomer Employee

published in Kustomer Tips & Best Practices

Embed a YouTube Video In Your Kustomer Knowledge BaseTutorial

Kustomer provides your business with tools to manage your customer interactions across many channels. One of the key features of Kustomer is the ability to create a Knowledge Base, which can be used as a repository of information that can help customers find answers to their questions. Embedding a video in a Kustomer knowledge base article or on your homepage can help make your content more engaging and informative. In this blog post, we’ll review the steps to embed a YouTube video in a Kustomer knowledge base article, as well as how to embed it on the homepage of your organization’s knowledge base. Embedding a YouTube Video in a Kustomer Knowledge Base Article Step 1: Upload a video to YouTube that you want to embed You can do this by creating a channel on YouTube and uploading a video Step 2: Copy the Embed Link Once the video is uploaded, click on the ‘Share’ button underneath the video player. This will bring up a menu with several sharing options. Click on the ‘Embed’ option, an

1 month ago

claire.gibbonsParticipating Frequently

asked in Kustomer Tips & Best Practices

How to get transactional emails in the timeline?

we send transactional emails through our own systems (for example, a confirmation email) we would like to be able to see the actual email in the timeline (not as a property or an object, but as an actual email sent to the customer)Does anyone have a solution for this? Ideally we can avoid having to change the sender of our confirmation emails to be kustomer-related, we would prefer to keep that within our own app.

1 month ago

Mafe BonillaGetting Warmed Up

asked in Kustomer Tips & Best Practices

Company logo whatsapp

Hay Guys!! I want to put the Stori (Our company) logo in our whatsapp business account. how can I do it? Thnks!!

1 month ago

daparicioFriendly Neighbor

asked in Kustomer Tips & Best Practices

Segment Integration

Can someone tell me the benefits, features, winnings, best cases of Kustomers integration with Segment please.

1 month ago

Edoofa_7887Getting Warmed Up

asked in Kustomer Tips & Best Practices

The reply section in the channel is automatically closed after sending a text.

The draft editor isn't consistent across all channels. As some will stay open and some will close after submitting a message into the channel, so can you guys tell me by when will this issue be resolved.

1 month ago

Chris NarowskiCommunity Manager

published in Kustomer Tips & Best Practices

Harnessing Data to Find Needed KB ContentBlog

While there are many different struggles to increase deflection while still providing the best documentation you possibly can, sometimes it can be hard to just find content. It’s that hard balance of finding additional content while still making sure it’s useful, and it’s no question that identifying articles to genuinely address user needs is becoming increasingly important. If this sounds all too familiar, please know you’re not alone and it is something even the best of teams can struggle with. Luckily, Kustomer has tools to help you find that next needed article for your Knowledge Base.Where to start?Within your Kustomer instance, you should be able to find the data we will be looking at via Reporting → Standard Reports → Knowledge Base. It is also important to note some of this analysis may only be applicable for established Knowledge Bases with data already in place, although it will still be helpful as your KB grows in size. View Count and View Change View count is an important

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1 month ago

TimbaOoniParticipating Frequently

asked in Kustomer Tips & Best Practices

Private customer facing support pages

Is there a way to do private customer facing support page? So if we send QR codes out for certain products or issues, only those customers can see those support pages.

1 month ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Large Data Searches with the Kustomer APIBlog

Large Data Searches with the Kustomer API Kustomer allows businesses to access their customer data using an API (Application Programming Interface) that enables them to integrate the platform's features into their own applications. One of the challenges businesses face is downloading large datasets from Kustomer, especially when they need to filter the data by a specific date range. In this blog post, we will explore how to use Kustomer's API to download large datasets using date range searches and pagination. We will dive into the technical details of how to query the Kustomer API to retrieve the data you need and discuss best practices for managing large datasets. By the end of this post, you will have a clear understanding of how to efficiently download large datasets from Kustomer, making it easier for you to analyze your customer data and improve your business operations. Creating searches via API Kustomer includes a powerful search functionality that allows users to filter data b

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1 month ago

danielle.tisoKustomer Employee

published in Kustomer Tips & Best Practices

Quick Hack: Use the Kustomer portal for internal announcements!

Looking for the ability to broadcast company announcements via a banner within Kustomer?You can actually leverage a banner for internal communication via the agent portal using the announcement banner found in our Knowledge Base (KB) theme visual builders.To use this workaround: Create an internal article called announcements and feature the article on the homepage of the internal KB portal, that way it can be accessed multiple ways. Step two is to leverage the internal header announcement feature to make some sort of statement like “Important company announcement, please click here” and use the redirect URL to open up the announcement article directly. Comment below with any questions!

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1 month ago

mariecolleterFriendly Neighbor

asked in Kustomer Tips & Best Practices

New Outbound Chat Feature

Is the new outbound chat feature limited to App users?Or can the outbound chat message can be sent to mobile or desktop?

1 month ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Best practices: Tag Systems for AutomationsBlog

Within Kustomer, there are many ways to automate the smallest processes to help your teams work more efficiently and effectively. Automations can be used to help route conversations to the correct teams, segment conversations to help with reporting, handle escalated or spam interactions, or assist with other platform efficiencies in a similar way. Conversation Tags can be added to conversations using Business Rules or Workflows. Due to their simplicity, tags are one of the fastest ways to enable your agents to process conversations efficiently so they can handle more interactions day-to-day. Triggering Automations with Tags Before going into specific examples of tag-based automations, it would be helpful to speak on how we would configure a Business Rule or Workflow to trigger when a specific tag is added to a conversation. This post assumes you understand the basics of these features within your platform. The articles linked directly below can help with a broad overview of these featu

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1 month ago

colby.allenKustomer Employee

published in Kustomer Tips & Best Practices

How to Use System Audit LogsBlog

Audit logs within Kustomer are very useful in understanding which events took place, at which specific time, and who made the action to trigger the event. Most are aware and use the customer and conversation audit logs regularly, but Kustomer also offers system audit logs that give you more information and insight that the others don’t. Today we will go over the various other events and information you can receive by using the system audit logs in addition to the customer and conversation audit logs. If anything is unclear, or you are looking for additional information and would like to go over anything please don’t hesitate to reach out to Kustomer Support support@kustomer.com. Understanding the System Audit Logs To get to the system Audit log you must have Administrator level permissions in your instance, and then you can navigate to Settings > Security > Audit Log. From there you can choose a date range, and Event Type. Additionally, each event type will have more information

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1 month ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

How to Redirect a Knowledge Base PageBlog

Redirecting a Knowledge Base (KB) page allows you to add flexibility to your articles or forms easily. For example, imagine you've already created a privacy policy page on your company's website. Instead of recreating this page in a KB article within Kustomer - you'd like to redirect the customer to your existing page. We can easily avoid this hassle by adding a single file to your KB theme. Before starting, while you can configure a redirect without knowing how to code, we will add and modify a few lines of simple code to your theme. The process is very straightforward, and you'll be redirecting articles in no time! You can skip to the next section if you already know which theme you want to edit. To ensure we are making changes to the theme currently being used by your knowledge base, navigate to Settings > Knowledge Base > Configuration. At the top of this page will be a brand selector with a dropdown containing all the brands in your Kustomer instance. Double-check the brand

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1 month ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

Setting Up Chat to Show the Origin URLBlog

Data is a powerful thing that can help you better understand your business and customers, improve efficiency and user experience, among many other things. Have you ever wondered where the web chats were coming from? Are you data driven and see all the possibilities that come with attaining this information? By the end of this, you will also be able to identify what URL a web chat conversation originated from! I will discuss some of the many possibilities that become available with attaining this data. One way this data could be used is for trend analysis. If you are already using a custom attribute to classify the contact reason of conversations, you can identify what contact reasons for chats are coming from specific pages of your website.Another possibility would be to use the website to determine which queue/team conversations are routed when they come from a specific website by using a queue rule checking the website listed in the custom attribute. For example, if you have a chat i

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1 month ago

amanda.rothbardCommunity Manager

published in Kustomer Tips & Best Practices

How to Allow List a Domain for EmailBlog

Allowlisting a domain for your email provider can help ensure that important emails from that domain are not accidentally sent to your spam or junk folder. Here are the steps to allowlist a domain for several popular email providers. Gmail Log in to your Gmail account. Click on the gear icon in the top right corner, then select "See all settings." In the top tab, select "Filters and blocked addresses." Scroll to the bottom of the page and click on "Create a new filter." In the "From" field, enter the domain you want to allowlist (e.g. "example.com"). Click on "Create filter" and check the box that says "Never send it to spam." Click on "Create filter" again to save the changes. Outlook Log in to your Outlook account. Click on the gear icon in the top right corner, then select "View all Outlook settings." In the left sidebar, select "Mail" then "Junk email." Scroll to the bottom of the page and click on "Safe senders." In the "Add people or domains" field, enter the

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1 month ago

fsernaParticipating Frequently

asked in Kustomer Tips & Best Practices

If an agent initiates a conversation, does the reply run through routing rules?

If an agent initiates a conversation, in our instance that conversation appears to not have a queue. If the customer responds to it, it will route through the regular rules and routing, right?

1 month ago

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Kustomer Tips & Best Practices

Integrate with ConduitBlog

Integrating Kustomer with Jotform FormsBlog

Run Workflow step in a Conversational AssistantBlog

A guide to SEO for your Knowledge Base ArticlesBlog

How to use Before and After attributes in WorkflowsTutorial

Embed a YouTube Video In Your Kustomer Knowledge BaseTutorial

Harnessing Data to Find Needed KB ContentBlog

Large Data Searches with the Kustomer APIBlog

Best practices: Tag Systems for AutomationsBlog

How to Use System Audit LogsBlog

How to Redirect a Knowledge Base PageBlog

Setting Up Chat to Show the Origin URLBlog

How to Allow List a Domain for EmailBlog

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