Kustomer

Adds a message to an existing Kustomer conversation with sentiment tracking to maintain complete interaction history.

This integration creates a message within an existing Kustomer conversation, allowing you to log customer interactions, bot responses, or agent communications. It includes sentiment analysis metadata to track the emotional tone of messages and helps maintain a complete timeline of all customer touchpoints in one place.

Parameters

• conversation_id_created (String): The unique identifier of the conversation where the message will be added. Example: “69954137549b460b93c20547”.
• customer_id (String): The Kustomer customer ID associated with the message. Example: “67d987c2129fc55587f72094”.
• custom_message (String): The actual message text content to add to the conversation. Can be multi-line text including chat transcripts or individual messages.
• app_name (String): The name of the application or system sending the message, used for tracking message sources. Example: “chat”.
• sentiment_polarity (Integer): The emotional tone of the message where -1 = negative, 0 = neutral, 1 = positive.
• sentiment_confidence (Integer): The confidence level in the sentiment analysis where -1 = uncertain, 0 = neutral confidence, 1 = high confidence.

Output

Returns a message object containing the newly created message details including id, type, status, channel, direction, preview (truncated message content), sentAt, createdAt, updatedAt, and size (message length in characters). Also includes sentiment analysis results and directional information.

Example Output:

{
  "data": {
    "id": "6995413f8a1181c751cf678c",
    "type": "message",
    "status": "received",
    "channel": "chat",
    "preview": "Hello, my name is Alex the customer support agent. How can I help you today?nI need to update my shipping address for order #8472651nI can definitely help with that! Could you please provide your current address and the new address you'd like to use?",
    "direction": "in",
    "directionType": "initial-in",
    "size": 1847,
    "sentAt": "2026-02-18T04:34:07.731Z",
    "createdAt": "2026-02-18T04:34:07.729Z",
    "updatedAt": "2026-02-18T04:34:07.729Z",
    "modifiedAt": "2026-02-18T04:34:07.729Z",
    "sentiment": {
      "polarity": 0,
      "confidence": 0
    }
  }
}

Marks a Kustomer conversation as closed so it no longer appears in active queues and stops requiring agent attention.

This integration changes the status of a Kustomer conversation to “done” (closed), removing it from your team’s active work queue. Use this when a customer issue has been fully resolved to keep your support inbox organized and ensure accurate reporting on conversation resolution.

Parameters

• ticket_id (String): The unique Kustomer conversation ID that you want to close. Example: “67f57d669e1311c37dec2703”.

Output

Returns a confirmation message indicating whether the conversation was successfully closed. The system provides a simple status message confirming the closure action.

Example Output:

"ticket is closed"

Retrieves a customer profile from Kustomer using their email address to view their support history and contact details.

This integration searches Kustomer for a customer record that matches the email you provide. It’s useful for support agents who need to quickly access a customer’s profile, including their conversation history, contact information, and engagement metrics to provide personalized assistance.

Parameters

• customer_email (String (email)): The email address of the customer you want to look up. Example: “sarah.chen@example.com”.

Output

Returns a customer record containing key profile information including customer_id (unique identifier), name (full name if available), email (verified email address), displayName (how the customer appears in Kustomer), verified (email verification status), createdAt and updatedAt (account timestamps), lastActivityAt (most recent interaction), progressiveStatus (current support status), sentiment (customer satisfaction metrics), and conversationCounts (breakdown of support tickets by status).

Example Output:

{
  "customer_id": "698cec64842b3a8f968e842e",
  "name": null,
  "displayName": "sarah.chen@example.com",
  "externalId": null,
  "email": "sarah.chen@example.com",
  "username": null,
  "createdAt": "2025-03-12T14:22:31.445Z",
  "updatedAt": "2025-12-08T16:18:42.592Z",
  "lastActivityAt": "2025-12-08T15:55:17.283Z",
  "progressiveStatus": "done",
  "verified": true,
  "sentiment": {
    "polarity": 0,
    "confidence": 0.7845632891047521
  },
  "conversationCounts": {
    "all": 2,
    "done": 2,
    "open": 0,
    "snoozed": 0
  }
}

Send Message using Kustomer. Requires app_name and customer_id and sentiment_polarity and conversation_history and sentiment_confidence and conversation_id_created. Returns results based on the executed action.

Creates a new customer record in Kustomer using their email address.

This integration adds a new customer to your Kustomer customer service platform. When you provide an email address, it creates a complete customer profile that your support team can use to track conversations, manage cases, and provide personalized service. The customer record includes their contact information, creation timestamps, and organizational details.

Parameters

• customer_email (String (email)): The email address of the customer you want to create in Kustomer. This is a required field. Example: “sarah.martinez@example.com”.

Output

Returns a complete customer object with essential details including customer_id (unique identifier), display_name (how the customer appears in Kustomer), emails array with email details, created_at and updated_at timestamps, user information about who created the record, and org details showing which organization the customer belongs to.

Example Output:

{
  "customer_id": "6995500e815c43970e2300fb",
  "display_name": "sarah.martinez@example.com",
  "emails": [
    {
      "type": "home",
      "email": "sarah.martinez@example.com",
      "verified": false
    }
  ],
  "created_at": "2026-02-18T05:37:18.854Z",
  "updated_at": "2026-02-18T05:37:18.854Z",
  "user": {
    "created_by_user_id": "68f170d04f55c5fdd66c8dde",
    "modified_by_user_id": "68f170d04f55c5fdd66c8dde"
  },
  "org": {
    "org_id": "67c617c2be6126daba1969ba"
  }
}