Kustomer
Work Kustomer conversations and customer timelines from a dedicated Kim bot user.
Overview
Use Kustomer in Kim to read customer timelines, reply on conversations, and maintain the tags Kim routing depends on.
What you’ll get
Answer with the full customer timeline.
Kustomer keeps every conversation on one customer timeline, and Kim reads that history — earlier conversations, messages, and customer attributes — before it drafts a reply.
Reply as a dedicated Kim bot user.
Connecting provisions a Kim bot user in your Kustomer org, so the replies Kim sends are attributed to that user and stay easy to separate from your agents' own work.
Keep routing tags accurate.
Kim adds and removes the Kim-managed tags its saved searches and agent queues are built on, so a conversation it has already handled does not come back around.
