Unanswered questions

29 Topics

CastellariParticipating Frequently

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

10 hours ago

brianFriendly Neighbor

asked in CX Best Practices

How necessary is it to offer phone support as a new brand?

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

2 days ago

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!

17 days ago

SQUATWOLFFriendly Neighbor

asked in Kustomer Admins

Chat widget on mobile is over lapping my store wish list button.

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.

1 month ago

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?

1 month ago

mkumarGetting Warmed Up

asked in Kustomer Admins

How can we got the articles log specially articles status unpublish to publish & who make the article publish

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).

1 month ago

MozzVFriendly Neighbor

asked in Kustomer Admins

Analytics on Agent Activity in Shopify Integration

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.

2 months ago

matt.wurzFriendly Neighbor

asked in CX Best Practices

BPO Agents and Mobile Applications

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?

2 months ago

BANKIFI JOFriendly Neighbor

asked in Getting Started in the Community

Language Activation

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

2 months ago

JOSE ALEJANDRO BETANCURFriendly Neighbor

asked in Product Feedback

AUDIOS REDES SOCIALES INSTAGRAM Y FACEBOOK

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.

2 months ago

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.

2 months ago

JessgalertandoteGetting Warmed Up

asked in Product Feedback

Problems with webhook

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

3 months ago

Lucy loveholidaysFriendly Neighbor

asked in Lounge area

How do you change colours/backgrounds of forms?

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?

3 months ago

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

4 months ago

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.

4 months ago

rsdkGetting Warmed Up

asked in Product Feedback

Dynamic text shouldn't count in the character limit and why do saved replies not have a counter?

Why does the dynamic text count as a characters? Chat already has quite a low character count compared to other solutions. My suggestion would be doubling the character count or excluding dynamic text as characters.Hi {{ or customer.firstName "there" }}, (40 characters) Hi there, (9 characters)Another issue why isn’t there a character counter while making shortcuts or snippets? The agent experience is abysmal because I have to go to another site to check my character count before making any shortcuts/snippets..

5 months ago

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

5 months ago

FurITGetting Warmed Up

asked in Kustomer Admins

Setting SMS Subscribed and Email subscribed in Shopify through Workflow integration?

Hello! I’m looking to see if there’s a way to set the Subscribed to SMS and Subscribed to Email flags in a Shopify customer profile, using the Kustomer / Shopify integration via the API using a Workflow webhook?

6 months 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?

6 months ago

Edoofa_7887Friendly Neighbor

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.

7 months ago

TimbaOoniParticipating Frequently

asked in Product Feedback

Business schedule multiple levels

The business schedule is great how it’s got two levels, any chance we could add more? The use case is that we have a period through the night that chat isn’t open, but on specific days during the week, we are all in one meeting so this would require a third level+ so that someone didn’t have to turn it off for the meeting every time. What do you think? Thanks!

7 months ago

barrynGetting Warmed Up

asked in Kustomer Tips & Best Practices

How to add a channel on conversation api

Trying to add a conversation on a specific channel for integration with third parties The only field i see is reply channel but when i fill that in it doesnt stay? I also want to add a phone channel as we integrate with a third party to log calls as conversations. No info on how to do this

8 months ago

csantiagoreservebarGetting Warmed Up

asked in Kustomer Tips & Best Practices

CORS error when calling chat/assistant/init

We are launching a new brand site and when interacting with the chat we encounter a CORS network error (API: chat/assistant/init)is there a whitelist CORS policy control we can configure? this currently works for our existing brand.

9 months ago

davidstickleyGetting Warmed Up

asked in Product Feedback

Copy and Past Capability For Knowledge Base

The interface for creating article on the Kustomer knowledge base is very limited and hard to use. We have very specific formats we have to follow which can only be manipulated in google docs and microsoft word. When we copy and paste our documents into the knowledge base the tables are messed up. Can we fix this somehow?

9 months ago

BicBuckFriendly Neighbor

asked in Kustomer Tips & Best Practices

Using vendors as Collaborators

So in our deployment, we’d like to use our outside vendors as collaborators. I would assign each different company’s employees into a teams. What I’m trying to accomplish then is blocking each team (or company) from seeing the other team (or comapny’s) notes back and forth with my team.I’d also like to disable collaborators from seeing anything that they haven’t been mentioned in.Any ideas?

10 months ago

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