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Kustomer integration setup guide
Kustomer integration setup guide

A simple guide to integrating Kustomer with Cloudtalk

T
Written by Tom Grant
Updated over a week ago

Integration Setup

Before you start

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.

  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 Account > 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.

How it works

Contacts

Importing Kustomer customers as CloudTalk contacts

Note: Kustomer customers without phone numbers won’t be imported to CloudTalk.

  • Customers shared emails, shared phones & WhatsApp numbers are never imported.

  • Contacts are merged when multiple Kustomer customers have the same phone number or name.

The following table demonstrates the differences in terminology between CloudTalk and Kustomer when importing customers into CloudTalk. For fields with the no entry icon, there is no applicable value in Kustomer to represent this CloudTalk field.

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 with the same phone number or email address of an existing Kustomer customer aren’t exported. Phone numbers must be unique and valid (correct E.164 format with valid country, province & local codes).

The following table demonstrates the differences in terminology when exporting CloudTalk customers into Kustomer. For fields with the no entry icon, there is no applicable value in Kustomer to represent this CloudTalk field.

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 require any further help with setting up and using your Kustomer integration with CloudTalk, please do not hesitate to contact us!

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