Now that your agents are ready to start helping your customers, it’s time to start thinking about the relevant kind of information that your agents will need to be ready for business. The Insight Panel in Kustomer provides you with all the tools you need to provide contextual information on customers, conversations, and kObjects (custom objects like orders, shipping, etc…) to ensure your agents have the important information at their fingertips.
First it’s important to understand the layout of the Insight Panel in Kustomer.
It will change based on where you are working in Kustomer. Above is the Insight Panel while in a saved search.
When you open a conversation the context changes and the Insight Panel becomes two parts - the Insight Panel Details and the Insight Cards. Note the divider in the middle which you can slide up or down to increase the size of either card, but remember expanding one will make the other smaller.
The Panel Details are at the top and contain relevant information about the conversation you are handling. The bottom part of the panel is the Insight Cards which contains default cards like Link Conversations and Conversation Sentiment. If you integrate with things like Shopify your default cards will be included as well.
When you are on a customer timeline without any conversations opened the context of the Insight Panel changes again and now the Panel Details provides information about the customer you are viewing. The Insight Cards can also change based on your settings, note in the screenshot below we still have a Shopify card, but 2 new cards appear as well.
A couple more important facts about the Insight Panel. For each context, like customer, conversation, or kObject, you can only have one Insight Panel Details card. And if you don’t define one, there is a default provided which will include all standard and custom attributes. Insight cards, which live in the bottom part of the Insight Panel, allow you to have multiple cards available to your agents at the same time.
If you don’t like the default Panel Details card, make a new one and rearrange, add, or remove attributes as you see fit to get the information just the way you like.
And if you don’t want the insight panel, it’s collapsible, but the width can’t be adjusted.
Customize Your Insight Panel Details and Insight Cards
Now that you’ve evaluated your needs and created all the custom objects (kObjects) needed for your business in Kustomer and added all the custom attributes to the standard and custom objects to help describe your customers, conversations, and kObjects, you’re now ready to create an Insight Panel experience for your agents that will keep your customers happy.
Understanding that the Insight Panel is contextual we’ll need to decide on how each context that is configurable should look. The Saved search panel is NOT configurable, so we’ll focus on Conversations and Customers. The same functionality and rules apply to custom Klasses (kObjects).
Now it’s time to look at customizing your Insight Panel Details card and creating insight cards.
- First navigate to Settings/Platform/Klasses
- And pick the context you want to customize.
- Once you pick an object, choose the Insight Cards tab
You can tell if there is an existing Panel Details Card already by the way the cards are arranged. If there is a line between the top card and the lower card, like below, you already have an Insight Panel Details card and you cannot create a new one, you must edit the existing one or delete it to create a new one.
If you are creating a new Insight Panel Details card it’s important to make sure that you choose the correct View Location on setup. If this field is unavailable when you are creating an insight card that means that you already have an Insight Panel Details card and can’t create a new one.
All Insight cards can be built with the Visual Editor, but you have the option to use the Code Editor too. Integrated App cards are specifically configured per application and can be modified as well.
The visual editor is the easiest way to quickly build an insight card with the information from your standard and custom attributes arranged just the way you want. When you create a new insight card, you will by default start in the visual editor.
In the visual editor it’s easy to arrange attributes and components to build the card you need.
Use conditional attributes to streamline customized views for your agents and manage your data quality. Conditional attributes allow you to determine the visibility of an attribute based on another attribute being set.
Also in the editor you can access versioning information about the insight card, which can allow you to do things like roll a version back if you’re experiencing issues or find out when the last change was made, etc…
If you have the need to link information into your insight card from other sources outside Kustomers standard and custom Klass attributes, you may need to create an Insight Card in the Code Editor.
While in the visual editor you can inspect code generated by your actions by clicking on the “View Code” tab.
You can preview while in the editor and you can use the View Code tab to convert your card to code, but if you convert to code, THERE IS NO GOING BACK! Once you convert an insight card to code it cannot be reverted.
Once you start working with insight cards, if you have questions or encounter issues in your efforts, feel free to reach out support@kustomer.com or visit our knowledge base at help.kustomer.com. Kustomer University is another great resource, with videos and tutorials to help you better utilize everything Kustomer has to offer.