Enhance Your Customer Support with Rep AI's Kustomer Integration

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.

• 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

There are two ways to connect. Approving Rep AI inside Kustomer is the quickest. Connecting with a Kustomer API key is available if Kustomer's approval page will not let you continue.

Either way, start here:

1. Open the integration

   • Go to Settings → Integrations in your Rep AI Console

   • Select the "Support" tab, or search for "Kustomer"

   • Click Connect on the Kustomer card

2. In the Connect Kustomer window, click Approve in Kustomer

3. Sign in to Kustomer as an org admin if you are not already signed in, choose your organization, and approve the connection

4. You are returned to Rep AI, and the Kustomer card shows a green checkmark

Use this if Kustomer's approval page shows an error such as "failed to retrieve client id", or will not complete for any other reason.

2. In the Connect Kustomer window, click Kustomer's approval page not working? Use an API key

3. In a separate tab, create the key in Kustomer:

   • Go to Settings → Security → API Keys → Add API key

   • Give the key a name

   • For the expiry, choose never expire. Rep AI cannot renew a Kustomer API key on its own, so a key with an end date will stop the integration working on the day it expires.

   • Select exactly these three roles: org.hooks, org.permission, org.user

   • Do not add org.outbound_webhooks. It appears in Kustomer's role list, but an org admin does not hold it, and including it makes Kustomer reject the entire key.

   • Leave the CIDR IP restriction empty. An IP restriction blocks Rep AI.

   • Copy the key immediately — Kustomer displays it only once

4. Paste the key into the Kustomer API key field in Rep AI and click Connect with API key

5. The Kustomer card shows a green checkmark

Which permissions Rep AI uses, and why: org.hooks lets Rep AI create the webhook that delivers your agents' replies back into the live chat. org.permission and org.user let Rep AI create conversations and identify itself as the sender. These are the same permissions the approval flow requests.

A note on connecting during signup: the onboarding flow uses Kustomer's approval page. If it does not complete there, continue past that step and connect from Settings → Integrations, where both options are available.

When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Kustomer helpdesk:

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

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

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

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

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

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

The Kustomer integration supports the AI answering email tickets feature, which allows your AI assistant to automatically respond to incoming email tickets:

1. 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)

2. 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

3. 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."

4. Save Your Configuration

   • Click "Save Changes" to apply your settings

   • The AI will begin processing email tickets according to your preferences

• Kustomer's approval page shows "OAUTH ERROR: failed to retrieve client id": Kustomer could not confirm Rep AI's app for your organization, and that page offers no retry — refreshing it lands on the same message. Connect with an API key instead, using Option 2 above. If you would like Kustomer to look into their approval page, ask their support to check the request GET https://your-org.api.kustomerapp.com/oauth/clients/68a34525763ce1008bf1d491, which returns 401 Unauthorized when this happens.

• "Kustomer rejected this API key": The key was not accepted. Check that you copied the whole key and that it is still active in Kustomer under Settings → Security → API Keys, then try again.

• "This Kustomer API key is not allowed to create webhooks": The key is missing the org.hooks role. Create a key that includes it, then try again.

• "Rep AI could not read this API key's own user in Kustomer": The key is usually missing the org.user role. Add it and try again, or retry in a moment if Kustomer is having trouble.

• "Your Kustomer org is at its limit of outbound webhooks": Kustomer allows two outbound webhooks per organization. Delete one you are not using under Settings → Platform → Webhooks, then try again.

• "Kustomer did not respond while we set up the connection": Nothing is wrong with your API key. Try again in a few minutes.

• The connection stopped working after a while: If you connected with an API key that has an expiry date, it stops working on that date. Create a new key set to never expire and connect again.

• Permissions: Whichever method you use, you need to be an admin in your Kustomer organization.

• 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

• 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

Q: Which connection method should I use? 
A: Approving Rep AI in Kustomer is the simplest, and your Kustomer admin can withdraw that access at any time. An API key is the alternative when the approval page will not complete. Because you create the key yourself, you also manage and revoke it yourself inside Kustomer.

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.

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.