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Business Rules (includes TimeBased)

Custom Workflows

Number of active workflows.

Conditional Branching

Use branching workflow logic to model multiple scenarios in a single workflow.

Callable Workflows (previously scheduled)

Create workflows to reference from other workflows and form reusable logic blocks.

External REST API Calls

Communicate with REST-compliant APIs, extending Kustomer to almost any system.

Workflow Builder

Easily create visual workflow diagrams connecting to Kustomer events or other systems.

Workflow Debugger

Review workflow events and data to debug and confirm workflow operation.

Outbound Webhook

Inbound Webhooks (Email, Form)

Use inbound form requests or emails to trigger a workflow.

Inline Macro Shortcuts

Use custom saved responses including text, customer data, or links.

Split & Merge Conversations

Move and merge conversations.

Real-Time Collaboration

View and edit customer records with team members; collaborate in private notes.

Snooze Conversations

Snooze conversations until the customer responds or schedule a reminder to follow-up.

Custom Searches

Identify customer segments based on properties, channels, or object values.

Team Features

Group agents by department or capability to serve customers more effectively.

Bulk Actions

Assign multiple conversations at once or message a group of customers.

Cross Object Search

Segment or escalate customers using customer, conversation, or object attributes.

Sentiment Tracking

Analyze customer conversations to automatically identify happy or sad customers.

Custom Context Cards

Highlight relevant data from external systems and take action without leaving Kustomer.

Collaboration Users

Add free internal users to view customer information and add notes to conversations.

Conversation Routing

Route cross-channel conversations to agents, according to their work capacity, assigned queue and status.

Required Fields

Ensuring conversation fields are completed before marking the conversation done.

Custom Sub Statuses

Add custom reasons as team members mark conversations open, snoozed, and done.

Business Hours

Indicate the hours your business is open and exclude non-business hours and holidays from reporting.

Customer Satisfaction Surveys

SLA Management

Create and enforce custom service level agreements on conversations.

Conditional Fields

Multilingual Snippets

Omnichannel in same conversation

Email (postmark/gmail)

Chat (web, ios, android)

- Chat Styling

- Chat - Conversational Assistant

- Chat: Operational Hours

- Chat: Proactive Chat

- Chat: Multilingual

- Chat: Outbound

Facebook

- Facebook DM and Public Comments

Whatsapp

- Twilio

- MessageBird

- Kustomer

Instagram

- Instagram DM and Public Comments

Twitter

- Twitter DM & Public Mentions

Text

- Twilio

- MessageBird

Voice

- Third Parties

Standard Reports

Search & View Customer Data

One-Time Exports

Scheduled Exports

Conversation Analysis

Object & Event Analysis

Data Retention For Reporting

Custom Reporting

Segmentation by Sentiment

Real Time Event Stream

Team Pulse - Real Time User Supervision

Community

Help Center Documentation

Kustomer University

Implementation

Custom Configuration^$*

Email Support

Chat Support

99.9% Uptime SLA

Support Hours

Customer Selected Issue Prioritization

Customer gets to determine the priority of the issue via Business Impact

Customer Success Manager

Browser-Based Notifications

Email Notifications

Internal KB

External KB

Multilingual

Portal

Google Authentication

Message Redaction

SCIM

SAML Single Sign-On

Data Masking

Multi-Region Disaster Recovery

Object Limitations

Total size of all storage objects.

Attachment Limitations

Total size of all file attachments.

Conversational Assistants

Deliver instant resolution and reduce contact rate at scale with customizable chatbots that seamlessly integrate with CRM data.

For Agents