This guide covers how to set up and use the CloudTalk + Kustomer integration. You’ll learn the prerequisites, step-by-step configuration, and available customization options.
User Level:
Admin
Integration Setup
Before you begin, make sure that:
Your CloudTalk account is on an Essential, Expert, or Custom CloudTalk plan.
You have an active Kustomer account.
You have admin access in both Kustomer and CloudTalk
Integrating Kustomer with CloudTalk
First, create an API key with the following settings in Kustomer using this guide. 💡 You’ll need this in step 5.
Roles:
org.admin
org.permission
org.user
Expires (in days): No Expiration
CIDR IP Restriction (10.0.0.1/24, 10.0.0.2/24): leave this blank
Next steps:
Login to your CloudTalk Dashboard.
Go to Account > Integrations.
In the Add Integration section, find Kustomer and click
+ Add.Enter your API Key from step 1 and your URL Address, and click
SUBMIT.
Optionally, in the General settings section, give your integration a custom name and contact tag.
💡Useful for - Companies which have separate Kustomer integrations for different teams.In the Workflow settings section:
enable or disable call exporting for each type of call
create either open or closed conversations for each type of call
enable or disable creating Kustomer customers & tickets for numbers which aren’t already associated with a CloudTalk contact
To only log calls for specific CloudTalk numbers, add these numbers in the Connected numbers section.
In the Workflow settings for SMS section:
enable or disable creating Kustomer conversations for SMS messages
enable or disable creating these conversations for specific types of SMS messages
decide whether these SMS messages create open or closed conversations
To only log SMS messages for specific CloudTalk numbers, add these numbers in the Connected numbers for SMS section.
Make sure your integration is set to
Activeand clickSave.
How it works
Contacts
Importing Kustomer customers into CloudTalk
Only Kustomer customers with a valid phone number are imported into CloudTalk.
Customers that share the same email, phone number, or WhatsApp number are not imported.
When multiple Kustomer customers share the same phone number or name, they are merged into a single CloudTalk contact.
The table below highlights the differences in field mapping between CloudTalk and Kustomer. Fields marked with a 🚫 icon have no equivalent value in Kustomer and are therefore not imported.
Creating or updating a CloudTalk contact when a Kustomer customer is created or updated
Customers without a phone number are never imported.
Customers shared emails, shared phones & WhatApp numbers are never imported.
All fields in the table above are created or updated.
Exporting CloudTalk contacts into Kustomer
CloudTalk contacts that share the same phone number or email address with an existing Kustomer customer are not exported. To be exported, phone numbers must be unique and valid, following the E.164 format (including the correct country, region, and local codes).
The table below shows how CloudTalk contact fields map to Kustomer fields. Fields marked with a 🚫 icon have no equivalent in Kustomer and will not be exported.
Creating or updating a Kustomer customer when a CloudTalk contact is created or updated
New contacts with the same phone number or email as an existing customer are never created.
All fields in the table above are created or updated.
Calls
Exporting CloudTalk calls as new Kustomer conversations
Creates a new Kustomer conversation for the call and adds a note with the following call information:
SMS messages
Export CloudTalk SMS messages as Kustomer conversations
Creates a new Kustomer conversation for the SMS message and adds a note with the following SMS information:
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!