Overview
Kustomer's integration enables Enterpret to directly ingest data from customer support conversations into Enterpret's data pipeline.
We require an API token in order to ingest the data, and ingest new data every 4 hours. The data is ingested via an API Integration.
How it works
Whenever someone responds to a conversation outside the 4 hour interval, Enterpret ingests the entire conversation and not just the new message. While this would create multiple copies of the same conversation inside Enterpret, it does not affect the data count while conducting an analysis inside Enterpret.
For integration, Enterpret ingests only resolved customer support conversations. If someone hasn't responded to customer support questions, then we do not ingest that data.
Note: Kustomer conversations are only ingested after they are resolved. The data mutability flag controls whether Enterpret re-fetches conversation data after initial ingestion. If you need mid-lifecycle metadata updates (e.g., tag changes, custom field corrections), contact your CSM to discuss enabling mutability for your integration.
Configure
Kustomer API Key Creation
Reference Link: https://help.kustomer.com/api-keys-SJs5YTIWX
Step 1: Log in to your Kustomer account, and go to Settings > Security > ApiKeys
Step 2: Click on Add API Key button, it opens a modal to add the required configuration for ApiKey
Name: Some name for the key
Roles: This field specifies what all access will the generated key have. For our use-case, add the following roles to the ApiKey:
To Read Conversation:
org.permission.conversation.read
org.permission.event.read
org.permission.message.read
org.permission.note.read
To read customer metadata
org.permission.metadata.read
org.permission.customer.read
For Searching Records in Specific Time Range
org.permission.search.create
org.permission.search.update
org.permission.search_global.create
org.permission.search_preview.create
To read Tags associated with conversation
org.permission.tag.read
For configuring an outbound webhook (allows configuring real-time ingestion from Kustomer to Enterpret) [Optional]
org.permission.outbound_webhook
Expires (in days): Select No Expiration
Step 3: Once everything is configured correctly, click on Create, it generates a token. Click on the Copy Token button, as shown in the image below.
Authorize Enterpret to access Kustomer data
Click on "Sign in with Google" and log in with your work email
Once you have logged in successfully, click the logo icon on the left sidebar to open the navigation menu, then select Integrations.
Click on the "+" New Integration" button.
Choose "Kustomer" from the presented options, by clicking the "Connect" button in front of it.
Paste the token copied in the above steps in the dialogue box that opens and click on "Connect"