Kustomer Tips & Best Practices

Share tips and tricks you've discovered with Kustomer

  • 111 Topics
  • 105 Replies

111 Topics

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CastellariParticipating Frequently
asked in Kustomer Tips & Best Practices

CSAT Survey Natively on WhatsApp Chat with Quick Replies -- Is it possible?

Hi All, I came across a very interesting CSAT Survey experience while shopping at Nespresso. Basically, I am able to rate the interaction using whatsapp quick reply list straight into the whatsapp chat (details below). Is it possible to create an experience like this with Kustomer? (maybe a tutorial or product feature?)My hypothesis here is that the response rate for a CSAT Survey natively on whatsapp is significantly higher than a CSAT survey where the user has to click and navigate to another page (current Kustomer CSAT experience). The Nespresso ExperienceAfter finishing the purchase, I am prompted the CSAT Survey (translation: “How was your experience?”) When I click the “Avaliar” button (translation: “rate experience”), I have pre-populated options on a 1 to 5 stars rating Once I click the option, my rating is sent as a text on the WhatsApp chat directly The user interaction is finished. Of course, there must be a way to capture this information and analyse the overall satisfa

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C
12 hours ago
A
Alfon97Getting Warmed Up
asked in Kustomer Tips & Best Practices

Problem with article preview

  Hi everyone,I'm writing because I need help with the preview of the articles in our knowledge base. We upload almost every article with HTML and CSS design, and as a result, the preview we are getting looks something like this. We have been searching for a solution, but nothing seems to solve this issue. Can somebody lend me a hand?Thank you, everyone! 

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A
17 days ago
bryce.coleman
Community Manager
bryce.colemanCommunity Manager
published in Kustomer Tips & Best Practices

Need live expert help? Join us for Office Hours!News

I’m excited to share that myself and @erinn have started up our live Office Hours series again. If you aren’t familiar — Office Hours is a 30-minute meeting where we answer your “how-to” questions about Kustomer on a live call.We’ll give easy-to-follow steps on configuring Kustomer, and dive into which product features can help you and your team succeed.This series can help you at any stage — whether you’re brand new to Kustomer, or maybe a seasoned Kustomer admin with questions on setting something up in the product. Click here to sign up today!

410
bryce.coleman
Community Manager
27 days ago
ashley_at_manscaped
ashley_at_manscapedSocial Butterfly
asked in Kustomer Tips & Best Practices

Workflows based on purchased products

Has anyone created workflows to filter/route conversations based on the customer’s purchased products? So specific skus within shopify orders 

2
nick_at_mirror
1 month ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Kustomer Tips & Best Practices

Exciting news - Office Hours are back!News

👋 Excited to share with you all that our weekly Office Hours are going live again!  For those unfamiliar with the series — Office Hours is a weekly, 30-minute meeting where we answer your “how-to” questions about Kustomer on a live call.Led by our senior Technical Support engineers, we’ll give easy-to-follow steps on configuring Kustomer, and dive into which product features can help you and your team succeed.This series can help you at any stage — whether you’re brand new to Kustomer, or maybe a seasoned Kustomer admin with questions on setting something up in the product. You can find us every Wednesday at 1pm Eastern. Click here to sign up today!

200
amanda.rothbard
Community Manager
1 month ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

What is the best way to report on chat concurrency & capacity

We are trying to understand the time we have agents at 0, 1 or 2 capacity for live chats. What is the best way to report on concurrency and does anyone have any advice on how they have set up this kind of reporting?  

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L
1 month ago
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katefraserGetting Warmed Up
asked in Kustomer Tips & Best Practices

Changing default inbox sort by

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 

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amanda.rothbard
Community Manager
2 months ago
R
rogerGetting Warmed Up
asked in Kustomer Tips & Best Practices

Getting bulk conversation time

What is the best way to get many conversation time responses at once with a batch of conversation ids?

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S
Kustomer Employee
2 months ago
Y
YevheniiFriendly Neighbor
asked in Kustomer Tips & Best Practices

What is the difference between getting attachment api endpoints

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.

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Y
2 months ago
A
Anthony TFriendly Neighbor
posted in Kustomer Tips & Best Practices

Inbound phone calls should create a "firstResponseTime" data point.

Currently, when an inbound phone call is logged on a Conversation it does not generate a “firstResponse.businessTime” data point. Kustomer’s reply to my inquiry was that this is because it’s an “inbound” interaction - which is obviously true, but doesn’t lend itself well to real world application.If an agent has to send a follow-up email before this data point can be registered, it’s very likely that FirstResponse and FirstDone times will be within a few seconds of each other on any Phone conversations.If no follow up email is required, I guess a FirstResponse data point will never be generated?The only way we have to calculate handle time on individual tickets is by subtracting FirstResponse time from Done time; which is ludicrous in its own right. But I’ve found no better way to determine handle time for individual tickets (or set of tickets) in a data export. And since there is currently no true “handle time” data point, this choice nullifies any ability to even semi-accurately gaug

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3 months ago
mattwatson
mattwatsonParticipating Frequently
posted in Kustomer Tips & Best Practices

What's your article/case deflection rate?

If you’re using article deflection via email or CA in Kustomer, what is your average case deflection rate?It looks like ~23% is the go-to rate for tech industry. Does that track with your experience?We’re setting up email deflection right now and I’m trying to figure out where to start aiming for. 

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mattwatson
3 months ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

How many shortcuts have been used based on contact reason/disposition

We have three contact reasons/dispositons we are reporting on and we want to track the use of shortcuts against these 3 specific reasons. For example: If the disposition is Add a Passenger then we have multiple shortcuts to assist with these type of queries. Sometimes, up to 3 - 4 shortcuts including the greeting and close. We want to report on how many times a shortcut is used (regardless of which shortcut) against how many times we’ve marked a conversation as this reason. The custom reporting doesn’t let us add in a filter by disposition when we are tracking on messages sent and shortcuts is set. Does anyone have any ideas? 

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danielle.tiso
Community Manager
3 months ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

Average Handling Time by Disposition

Does anyone know how to create a custom report which will allow us to see the average handling time by type of ocntact (disposition/Klass reason). We have been able to export and all the column first done business time, but this is a really lond process. Keen to build a custom report showing Type of Contact (reason/klass) and the Average Handling Time by each. 

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3 months ago
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CastellariParticipating Frequently
asked in Kustomer Tips & Best Practices

Can I create Calculated Custom Attributes?

Hi all, I am looking for a way to create a automatically calculated custom attribute for customers - is it possible? Clarifying what I am looking for: I would like to track the recurrence of specific contact reasons for customers. We have a custom conversation attribute to assign contact reason to each conversation. I would like to create custom customer attribute to track how many conversations “tagged” with a specific contact reason a given customer. It would be like a Conversations Count, but filtered by a matching conversation attribute. Example: we want to track how many times a given customer is reaching out to us to ask for product prices and, based on that, adapt how we “teach” them to look for prices on our website.We have a contact reason named: “price request”. I would like to have a custom customer attribute that tracks how many conversations with “price request” that customer has on our records. Is this achievable? I’m to further clarify the question,Thanks in advance

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4 months ago
colby.allen
Kustomer Employee
colby.allenKustomer Employee
published in Kustomer Tips & Best Practices

Adding a Quick Button to trigger a WorkflowTutorial

Often times there may be actions in Kustomer that take multiple button clicks to get the desired action you want to take. Whether that be setting the duration of how long to snooze a conversation, change the value of a standard or custom attribute on a class, or assign a conversation to yourself. To make this process easier you might find it useful to set up a button, that takes some kind of action with one click of a button.  This can be done with a little work up front, but will save you time in the long run. By creating an insight card with a simple button that triggers a workflow you can perform a number of different actions with one click of a button. Today we will go over how to set up an insight card with one button, that triggers a workflow that then assigns the conversation to yourself. The JSON shared for the insight card and workflow can also easily be changed to cater to your specific needs, What we’ll need To successfully set this up we are going to need to set up three di

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ashley_at_manscaped
4 months ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

Longest Wait for a Chat - How to find that exact chat?

We have a figure on our reports showing a really long wait time on a chat of 14 hours. We are trying to locate the said chat and are unable to. We have tried via export (can’t find the atrribute required for longest wait) and we have also tried adding columns to a search but wait time doesn’t appear to be an option. There is no SLA set so that is just drawing up a blank. Can anyone help us find which chat had a long duration. 

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4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Kustomer Tips & Best Practices

How to set variables and use the REST API step in a workflow

Written by Nathan Skiles, Technical Support Engineer @ Kustomer With all of the different actions available in Kustomer’s workflows, it can be easy to overlook one of the more versatile tools available to you: the REST API action which allows you to make API calls to data sources or integrations and either create, read, update, or delete data in Kustomer. These steps can also be used to query the Kustomer API and perform actions outlined in the Kustomer API Docs, which is the most common use case. This allows you to access any data from your instance of Kustomer that may not be available to you through other workflow actions. There are two different flavors of API actions, but ultimately they do similar things in slightly different ways.  The REST API: JSON action step is generally the step that you’ll be using to make requests. Used when making an API call to a server that accepts JSON-formatted requests and is generally the step that you will be using.  If the server receiving your

2172
amanda.rothbard
Community Manager
4 months ago
A
adam_123Friendly Neighbor
asked in Kustomer Tips & Best Practices

Callable workflow not returning the required data in conversion assistant.

I have created a workflow for conversation assistance but it is not returning to required data.I am using the action rest API JSON & getting the correct response in the logs. But when I am putting some data in workflow response from the output response of that API Call step it is not returning the data.Here is the how I am trying to put the data. Here is the screenshot of the conversation assistant.here is the screenshot of assistant response to user.   Here is the response of API Call:{ "response": { "statusCode": 200, "body": "{\"orders\":[{\"id\":4416167215155,\"admin_graphql_api_id\":\"gid:\\/\\/shopify\\/Order\\/4416167215155\",\"app_id\":580111,\"browser_ip\":\"170.55.56.114\",\"buyer_accepts_marketing\":false,\"cancel_reason\":null,\"cancelled_at\":null,\"cart_token\":\"8b42e74554aad44fe2a13f793e5f83d4\",\"checkout_id\":26157327548467,\"checkout_token\":\"cc1be83ab7ce5dd79b2ffabc6263f4d5\",\"client_details\":{\"accept_language\":\"en-US,en;q=0.9\",\"browser_height\":8

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A
4 months ago
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TyStewFriendly Neighbor
asked in Kustomer Tips & Best Practices

Outbound email based on Satisfaction Score

Hi all, I’m really bad at most of this, and I’m looking for some concrete steps to create an outbound email triggered based off of the satisfaction score from the Kustomer Satisfaction Survey. Here is what I’m looking to do:When a Satisfaction score of 5 is returned An outbound email is sent to the customer with my content in it The email is automatically marked ‘done’ so these don’t clog up our inboxAny guidance on where to start and the steps I need to take would be so appreciated! Thanks in advance. 

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erinn
Community Manager
4 months ago
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claire.gibbonsParticipating Frequently
asked in Kustomer Tips & Best Practices

How to maintain formatting when forwarding email

I have an email coming in that displays all the raw HTML in the timeline. If I click on “view full email”, the modal that pops up does have the proper rich formatting from the underlying HTML. The problem I’m having is if I forward this email from Kustomer, it’s not forwarding as a properly formatted email. It’s forwarding that “raw” version. How can I fix this? Here’s a simplified sample: how the email looks in timeline<p>Dear Partner:<br /></p><p>Please find the documents you requested below.<br /></p> Here’s how that looks in the “view full email” modalDear Partner:Please find the documents you requested below. how the email looks if i forward it<p>Dear Partner:<br /></p><p>Please find the documents you requested below.<br /></p>

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C
5 months ago
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Ayleen PerezGetting Warmed Up
asked in Kustomer Tips & Best Practices

Reassign unassigned conversations that come in while no one is Available

Today, I’m having to manually assign conversations that come in after business hours.  My expectation was that these conversations would auto-assign once agents logged on and set their statuses to Available upon the start of their shift.  How have y’all solved for re-queueing the assignment engine to run on unassigned conversations?  Would this fall under a time-based action that would require a Workflow?

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erinn
Community Manager
5 months ago
A
Ayleen PerezGetting Warmed Up
asked in Kustomer Tips & Best Practices

How to assign conversation to user marking conversation as Done

Hi! We’re in our third week of using Kustomer, and I’m finding some limitations in the user assignment functionality available through Business Rules.  How have y’all solved for updating the Assigned User to whomever is marking the conversation as done (i.e. running user), if Assigned User is not set?

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erinn
Community Manager
5 months ago
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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. 

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amanda.rothbard
Community Manager
5 months ago
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maquendiGetting Warmed Up
asked in Kustomer Tips & Best Practices

rest api action M2M authentication

Hi, I have a use case I need some help with please.I have created a workflow which contains an action that calls a rest endpoint in my backend. But that endpoint requires a jwt token, which means that I need to send that jwt token in the Authorization header of the request. I have created an auth0 client for my backend API, and I have the client id and client secret, so I can call auth0 with that to get the jwt I need for my API call. Now I would like to know if in the kustomer workflow there is a way I can register my auth0 client id and secret, so that before calling my rest API, kustomer can get a jwt token from auth0 and use it in the workflow action that calls my backend rest API. Here I specifically need the ability to reuse the jwt token, I don't want to get a new jwt token each time the workflow runs. It needs to be able to cache the token and reuse it until it expires, once expired kustomer needs to call auth0 again to get a new one. Is this something doable in kustomer workfl

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5 months ago
casey_m
casey_mInspiring Poster
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

1
casey_m
6 months ago

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