Kustomer

Kustomer unifies conversations and CRM. With KODIF, you can create customers and conversations, fetch threads by email, send messages, and tag conversations to streamline routing and reporting.

Integration Actions

Kustomer - Add Chat Transcription to Ticket

Adds a formatted chat conversation transcript as a message to an existing Kustomer conversation ticket.

This integration takes a chat conversation and creates a formatted transcript message within an existing Kustomer conversation. It’s designed to document chat interactions by converting them into a readable “CHAT CORRESPONDENCE” format that includes both user and assistant messages, along with any attachments. The integration also captures sentiment analysis data to help support teams understand the tone of the conversation.

Parameters

• app_name ( String): The name of the application that originated the chat conversation. Example: “email”.
• customer_id ( String): The unique Kustomer customer identifier in hexadecimal format. Example: “67a2bc4f8e9d1a23456789ab”.
• conversation_id_created ( String): The unique identifier of the existing Kustomer conversation where the transcript will be added. Example: “67a2bd5f9f1e2b34567890cd”.
• sentiment_polarity ( Integer): Sentiment score ranging from -1 (negative) to 1 (positive), with 0 being neutral. Example: 0.
• sentiment_confidence ( Integer): Confidence level of the sentiment analysis, ranging from -1 (uncertain) to 1 (certain), with 0 being neutral. Example: 0.

Output

Returns a Kustomer message object containing the created transcript with details like id, preview (formatted conversation text), size, sentAt, status, channel, sentiment, and relationship links to the customer, conversation, and org.

{
  "data": {
    "id": "67b2c3d4e5f678901234abcd",
    "type": "message",
    "attributes": {
      "app": "email",
      "size": 1245,
      "sentAt": "2024-03-16T19:33:12.109Z",
      "status": "received",
      "channel": "chat",
      "preview": "CHAT CORRESPONDENCE:nnASSISTANT: Hello! How can I help you today?nnUSER: I need to return my ordernnUSER: jane.smith@example.comnnASSISTANT: Thank you for providing your email. I can help you with your return request.",
      "sentiment": {
        "polarity": 0,
        "confidence": 0
      },
      "createdAt": "2024-03-16T19:33:12.108Z",
      "updatedAt": "2024-03-16T19:33:12.108Z"
    },
    "relationships": {
      "customer": {
        "data": {
          "id": "67a5dc8b46321a9e3051245a",
          "type": "customers"
        }
      },
      "conversation": {
        "data": {
          "id": "67b85af176fb9723241177d5",
          "type": "conversation"
        }
      }
    }
  }
}

Kustomer - Add Message to Conversation

Adds a message to an existing Kustomer conversation with sentiment tracking to maintain complete interaction history.

This integration creates a message within an existing Kustomer conversation, allowing you to log customer interactions, bot responses, or agent communications. It includes sentiment analysis metadata to track the emotional tone of messages and helps maintain a complete timeline of all customer touchpoints in one place.

Parameters

• conversation_id_created ( String): The unique identifier of the conversation where the message will be added. Example: “69954137549b460b93c20547”.
• customer_id ( String): The Kustomer customer ID associated with the message. Example: “67d987c2129fc55587f72094”.
• custom_message ( String): The actual message text content to add to the conversation. Can be multi-line text including chat transcripts or individual messages.
• app_name ( String): The name of the application or system sending the message, used for tracking message sources. Example: “chat”.
• sentiment_polarity ( Integer): The emotional tone of the message where -1 = negative, 0 = neutral, 1 = positive.
• sentiment_confidence ( Integer): The confidence level in the sentiment analysis where -1 = uncertain, 0 = neutral confidence, 1 = high confidence.

Output

Returns a message object containing the newly created message details including id, type, status, channel, direction, preview (truncated message content), sentAt, createdAt, updatedAt, and size (message length in characters). Also includes sentiment analysis results and directional information.

{
  "data": {
    "id": "6995413f8a1181c751cf678c",
    "type": "message",
    "status": "received",
    "channel": "chat",
    "preview": "Hello, my name is Alex the customer support agent. How can I help you today?nI need to update my shipping address for order #8472651nI can definitely help with that! Could you please provide your current address and the new address you'd like to use?",
    "direction": "in",
    "directionType": "initial-in",
    "size": 1847,
    "sentAt": "2026-02-18T04:34:07.731Z",
    "createdAt": "2026-02-18T04:34:07.729Z",
    "updatedAt": "2026-02-18T04:34:07.729Z",
    "modifiedAt": "2026-02-18T04:34:07.729Z",
    "sentiment": {
      "polarity": 0,
      "confidence": 0
    }
  }
}

Kustomer - Create Conversation

Creates a new customer conversation (ticket) in Kustomer so your team can track and manage customer issues.

This integration opens a new conversation in Kustomer's support platform, assigns it to a specific queue for your team to work on, and links it to an existing customer profile. Use this when you need to create a support case that will appear in your Kustomer inbox for agents to handle – whether it’s from a chat handoff, proactive outreach, or escalating an issue that needs tracking.

Parameters

• queue_id ( String): The Kustomer queue ID where the conversation should be assigned. Example: “5fb5848c60b16f001910cd61”.
• subject_of_the_conversation ( String): The conversation subject/title that agents will see. Example: “Package delivery delay inquiry”.
• customer_id ( String): The Kustomer customer ID to associate with this conversation. Example: “698cec64842b3a8f968e842e”.
• status ( String): Current conversation status. Example: “open”.
• priority ( Integer): Priority level from 1 to 5, where higher numbers indicate more urgency. Example: 3.
• tags ( Array of strings): Tags to categorize and organize the conversation. Example: ["shipping_issue", "urgent"].

Output

Returns the newly created conversation details including conversation_id (the unique identifier for the new ticket), type (always “conversation”), links (containing the API endpoint path), and tool_result (success indicator).

{
  "conversation_id": "6994c34990d6c12f6cbf2598",
  "type": "conversation",
  "links": {
    "self": "/v1/conversations/6994c34990d6c12f6cbf2598"
  },
  "tool_result": "success"
}

Kustomer - Close Conversation

Marks a Kustomer conversation as closed so it no longer appears in active queues and stops requiring agent attention.

This integration changes the status of a Kustomer conversation to “done” (closed), removing it from your team’s active work queue. Use this when a customer issue has been fully resolved to keep your support inbox organized and ensure accurate reporting on conversation resolution.

Parameters

• ticket_id ( String): The unique Kustomer conversation ID that you want to close. Example: “67f57d669e1311c37dec2703”.

Output

Returns a confirmation message indicating whether the conversation was successfully closed. The system provides a simple status message confirming the closure action.

"ticket is closed"

Kustomer - Get Customer by Email

Retrieves a customer profile from Kustomer using their email address to view their support history and contact details.

This integration searches Kustomer for a customer record that matches the email you provide. It’s useful for support agents who need to quickly access a customer’s profile, including their conversation history, contact information, and engagement metrics to provide personalized assistance.

Parameters

• customer_email ( String (email)): The email address of the customer you want to look up. Example: "sarah.chen@example.com".

Output

Returns a customer record containing key profile information including customer_id (unique identifier), name (full name if available), email (verified email address), displayName (how the customer appears in Kustomer), verified (email verification status), createdAt and updatedAt (account timestamps), lastActivityAt (most recent interaction), progressiveStatus (current support status), sentiment (customer satisfaction metrics), and conversationCounts (breakdown of support tickets by status).

{
  "customer_id": "698cec64842b3a8f968e842e",
  "name": null,
  "displayName": "sarah.chen@example.com",
  "externalId": null,
  "email": "sarah.chen@example.com",
  "username": null,
  "createdAt": "2025-03-12T14:22:31.445Z",
  "updatedAt": "2025-12-08T16:18:42.592Z",
  "lastActivityAt": "2025-12-08T15:55:17.283Z",
  "progressiveStatus": "done",
  "verified": true,
  "sentiment": {
    "polarity": 0,
    "confidence": 0.7845632891047521
  },
  "conversationCounts": {
    "all": 2,
    "done": 2,
    "open": 0,
    "snoozed": 0
  }
}

Kustomer - Create Customer

Creates a new customer profile in Kustomer with contact details, demographics, and sentiment data.

This integration creates a new customer record in Kustomer’s customer service platform. It captures essential customer information including contact details (name, email, phone), demographic data (birthday, gender, company), and sentiment analysis scores to help your support team understand customer disposition from the start.

Parameters

• user_name ( String): Customer’s full name. Required. Example: “Sarah Mitchell”.
• user_email ( String (email)): Customer’s email address. Required. Example: “sarah.mitchell@example.com”.
• customer_phone ( String): Customer’s phone number in valid format. Required. Example: “+1-555-123-4567”.
• user_company ( String): Customer’s company name. Optional. Example: “TechCorp Solutions”.
• birthday_at ( String (ISO 8601)): Customer’s birthday in ISO format. Optional. Example: “1990-03-15T00:00:00Z”.
• user_gender ( String): Customer’s gender, accepts only ‘m’ or ‘f’. Optional. Example: “f”.
• user_nick_name ( String): Customer’s username or nickname. Optional. Example: “sarahm”.
• external_id ( String): External system identifier for the customer. Optional. Example: “EXT_789123”.
• sentiment_polarity ( Number): Sentiment polarity score from -1 to 1. Required. Example: 0.3.
• sentiment_confidence ( Number): Sentiment confidence score from -1 to 1. Required. Example: 0.8.

Output

Returns the newly created customer record with key identifiers and timestamps. The output includes customer_id (unique Kustomer ID), name, email, username, createdAt (creation timestamp), birthdayAt, lastActivityAt, and org_id (organization identifier).

{
  "customer_id": "64f8a2b1c9e7d3f2a1b4c567",
  "name": "Sarah Mitchell",
  "email": "sarah.mitchell@example.com",
  "username": "sarahm",
  "createdAt": "2024-01-15T14:30:22Z",
  "birthdayAt": "1990-03-15T00:00:00Z",
  "lastActivityAt": "2024-01-15T14:30:22Z",
  "org_id": "org_98765abc123def"
}