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Overview

Kustomer is a customer service platform that helps businesses deliver exceptional customer service. By connecting Monterey AI with Kustomer, you can go deeper, getting the insights your teams need to provide better service, support, and product.

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Requirements

  • You will require a Kustomer account on the Professional, Business, Enterprise, or Ultimate plan levels.
  • You will need a user in Kustomer with admin permissions.

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Get Started

First, you will need to generate an API key in Kustomer.com.

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Go to "Settings"

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Click "Security" in the navigation menu

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Click "API Keys"

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Click "Add API Key"

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Enter "Monterey AI" for the "Name" attribute

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Apply the following roles for the API Key: `org.permission.conversation.read`, `org.permission.message.read`, `org.permission.customer.read`, and `org.permission.tag.read`.

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Click "Create"

8

Copy the generated "Token" value and save for later.

Now that you have an API key, you can find the Kustomer integration in Monterey at integration settings page. Note that the link will take you to the first workspace you have access to, so you may need to change it using the Workspace selector at the top left of the screen.

1

Go to "Settings"

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Click "Integrations" in the navigation menu

3

Click "Kustomer"

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Pase the API Key that you created in Kustomer

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Click "Save" and the system will validate the API key and confirm it has necessary roles.

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Once confirmed, you will be returned to Monterey AI, where you can toggle on ticket ingestion

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[Optional] You can also enable each comment on the Kustomer tickets to be ingested

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Data Collected

Once Monterey AI and Kustomer are connected successfully, new conversations will be pulled in periodically. The first time Monterey AI loads data, it will look back 1 week. After that, it will ingest all new data up to your plan’s feedback volume limit.

Each conversation and associated messages that is accessible will be ingested.

The following data attributes are loaded from Kustomer and utilized in Monterey AI for analysis:

  • Conversation Messages
    • ID
    • Created Time
    • Updated Time
    • Description (text, “preview” attribute)
    • Status
    • Channel
    • App
    • Direction
  • Customers
    • ID
    • Created Time
    • Updated Time
    • Name (or display name attribute)
    • Email
    • External ID
    • Locale
    • Gender
    • Verified
    • Timezone
    • Rev
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