Introduction
The Kustomer integration connects your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. This seamless connection allows your AI assistant to handle routine inquiries while effortlessly transitioning complex issues to your support team, all while maintaining complete conversation context.
Key Benefits
Provide 24/7 customer support even when your team is offline
Reduce support ticket volume by handling routine inquiries with AI
Create seamless handoffs between your AI assistant and Kustomer support team
Maintain full conversation context when transitioning to human agents
Improve customer satisfaction with faster response times and consistent support
How to Connect Kustomer to Rep AI
Navigate to Integrations
Go to Settings → Integrations in your Rep AI Console
Select the "Support" tab or search for "Kustomer" in the search bar
Connect Kustomer
Find the Kustomer card in the integrations page
Click the "Connect" button to begin the integration process
Enter Your Organization Information
In the connection modal, enter your organization name as it appears in your Kustomer URL
For example, if your Kustomer URL is https://org-name.kustomerapp.com, enter "org-name" in the field
Click "Continue" to proceed with the authorization
Authentication Process
You'll be redirected to the Kustomer login page
Enter your Kustomer account credentials to authorize the connection
If you're already logged into Kustomer, you may simply need to approve the authorization request
Verify Connection
Once connected, you'll see a green checkmark on the Kustomer integration card
Your Kustomer account is now linked to Rep AI
How the Support Handoff Works
When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Kustomer helpdesk:
1. Customer Support Request
The handoff process begins when a customer:
Clicks a "Contact Support" button in the chat
Types a message indicating they need help from a support agent
Asks a question the AI recognizes requires human assistance
2. Customer Information Collection
Before creating a support ticket, the AI will collect essential information:
Email address: Required to create the ticket and for agent follow-up
Name: Helps personalize the support experience
Additional details: The AI may ask about the nature of the issue or request additional context
Phone number: Optional information that may be collected if relevant
3. Ticket Creation in Kustomer
Once the necessary information is collected, a comprehensive support ticket is automatically created in Kustomer containing:
Ticket Header Information:
New Customer Support Request
Customer name and email
Phone number (if provided)
Time spent on website
Session status
AI-Generated Summary:
Topic categorization
Concise summary of the customer's issue
Key highlights from the conversation
Customer Website Activity:
Pages visited
Products viewed
Items added to cart
Complete Conversation History:
Full transcript of the interaction between the customer and AI
Timestamps of messages
All questions asked and responses given
4. Live Chat Transition
If a support agent responds while the customer is still active:
The conversation seamlessly transitions to live chat mode
The customer is notified they're now speaking with a human agent
The agent has full access to the previous conversation history
All messages are synchronized between Kustomer and the customer chat
The agent communicates from the Kustomer platform while the customer continues to use the Rep widget
5. Resolution and Return to AI
Once the support agent resolves the issue:
The agent closes the ticket in Kustomer
The chat automatically transitions back to AI assistance (AI Concierge Mode)
The AI can continue to assist with additional questions
The support interaction is documented for future reference
Email Support Follow-up
If the customer has already left your website when an agent responds to their ticket:
The ticket remains open in Kustomer
The agent can respond when available (e.g., via email)
The conversation continues asynchronously until resolved
This ensures that all customer inquiries receive a response, even if they're no longer on your site
AI Answering Email Tickets
The Kustomer integration supports the AI answering email tickets feature, which allows your AI assistant to automatically respond to incoming email tickets:
Enable the Feature
From your Kustomer integration page, locate the "AI answering email tickets" toggle
Click the toggle to enable the feature
If the toggle is grayed out, you may need to upgrade your plan (click "Learn more" for details)
Configure Response Settings
Click on "Settings" next to the toggle to open the configuration modal
Under "After crafting an answer," select how you want responses delivered:
Send answer immediately: AI will automatically send responses without review
Save as draft: AI will prepare responses for agent review before sending
Customize AI Instructions
Toggle "Use specific AI instructions for emails" to create dedicated guidelines for email responses
In the text field, provide clear instructions about tone, formatting, and content preferences
Example: "Use a professional tone, avoid emojis, and always end with Thank you for your business."
Save Your Configuration
Click "Save Changes" to apply your settings
The AI will begin processing email tickets according to your preferences
Troubleshooting
Connection Issues
Organization Name Error: Ensure you've entered the correct organization name from your Kustomer URL
Authentication Failed: Verify you have admin permissions in your Kustomer account
API Errors: Check that your Kustomer API access is active and hasn't expired
Support Handoff Issues
Tickets Not Creating: Verify the integration is properly connected and authorized
Missing Information: Check that customer data is being collected correctly before handoff
Agent Response Not Appearing: Ensure the integration has appropriate permissions to access conversations
AI Email Answering Issues
Toggle Grayed Out: Your account may not have the required permissions or plan level for this feature
No Agent Selection: If no agents appear in the dropdown, verify your Kustomer agents are properly configured
Response Not Sending: Check that the selected response method (immediate or draft) is properly configured
Frequently Asked Questions
Q: How quickly are support tickets created in Kustomer?
A: Support tickets are created immediately after the customer provides the required information, typically within seconds.
Q: Will customers know they're being transferred to a human agent?
A: Yes, customers receive a notification that their request has been sent to your support team, and they'll be informed when a human agent joins the conversation.
Q: Will connecting Rep AI affect my existing Kustomer workflows?
A: No, Rep AI works alongside your existing workflows without disrupting them. It simply adds AI capabilities to your support system.
Q: What happens if a customer requests support outside of business hours?
A: The AI will still collect their information and create a ticket in Kustomer. Your team can then respond when they return, and the customer will receive an email notification of the response.
Need More Help?
If you're experiencing issues with your Kustomer integration, contact our support team for assistance at support@hellorep.ai. We're here to help you get the most out of your AI assistant and support platform integration.