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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
Looking for instructions on how calls appear in Bullhorn or how agents use the integration?
See Using CloudTalk with Kustomer.

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Prerequisites

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
  • The email address you use in CloudTalk must match exactly with the email address in your Kustomer account. If the emails do not match, synchronization will not work correctly.

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Configure Kustomer

First, create an API key with the following settings in Kustomer using this guide. You’ll need this in step 5.
  1. Roles:
    • org.admin
    • org.permission
    • org.user
  2. Expires (in days): No Expiration
  3. CIDR IP Restriction (10.0.0.1/24, 10.0.0.2/24): leave this blank
Next steps:
  1. Login to your CloudTalk Dashboard.
  2. Go to Settings > Integrations.
  3. In the Add Integration section, find Kustomer and click + Add.
  4. Enter your API Key from step 1 and your URL Address, and click SUBMIT.
  5. 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.
  6. 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
  7. To only log calls for specific CloudTalk numbers, add these numbers in the Connected numbers section.
  8. 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
  9. To only log SMS messages for specific CloudTalk numbers, add these numbers in the Connected numbers for SMS section.
  10. Make sure your integration is set to Active and click Save.
Note: When message export is enabled, both SMS and WhatsApp messages are exported using the same setting.Exported messages are not distinguished by channel in the CRM.The initial outbound WhatsApp template message is not exported.

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Disconnect or Remove Integration

You have two options if you no longer want to use the integration:
  • Deactivate: In your CloudTalk Dashboard, go to Settings > Integrations > Kustomer and toggle the status to inactive. This pauses syncing but keeps your settings.
  • Remove: To remove the integration completely, go to Configure > Delete Integration, type DELETE, and confirm.
Need help or have a question? Just reach out through our Support portal — we’re here for you.