Core resources

The audit log is a read-only history of what happened in your Kustomer org, such as who changed a conversation, who signed in, and what a routing or business rule did. Each entry records the event, the object it touched, who or what did it, and the fields that changed.

An attachment is a file, such as an image, PDF or recording, attached to a message, note, draft, forward or custom object comment. Kustomer stores a record describing the file, and you upload or download the bytes through short-lived signed URLs.

A brand represents one of the companies, products or storefronts you support from a single Kustomer org. Brands let each one have its own name and icon, chat widget settings, knowledge base and email addresses.

A business schedule defines your support team's working hours for each day of the week in one time zone, plus holidays when you're closed. Kustomer uses it to measure time in business hours, for SLAs, reporting, chat availability and workflow conditions.

A bulk operation is the background job Kustomer creates when you create, update or delete many records in one bulk request. You poll it to see when the job finishes, then read its batches to find out which records succeeded and which failed.

A company is an organization that your customers belong to, such as a business account. It holds the organization's contact details, tags and custom attributes, can own custom objects, and can sit in a parent-child hierarchy with other companies.

A company is an organization that your customers belong to, such as a business account. It holds the organization's contact details, tags and custom attributes, can own custom objects, and can sit in a parent-child hierarchy with other companies.

A company is an organization that your customers belong to, such as a business account. It holds the organization's contact details, tags and custom attributes, can own custom objects, and can sit in a parent-child hierarchy with other companies.

A conversation is one support thread with one customer, such as an email exchange, a chat session or a phone call. It holds the work state agents manage, including status, assignment, priority and tags, and contains the thread's messages and notes.

A conversation is one support thread with one customer, such as an email exchange, a chat session or a phone call. It holds the work state agents manage, including status, assignment, priority and tags, and contains the thread's messages and notes.

A message is one communication between your team and a customer, such as an email, a chat line, a text, a call or a social post, recorded inside a conversation. Creating one through the API records it on the timeline; it does not deliver anything.

A conversation is one support thread with one customer, such as an email exchange, a chat session or a phone call. It holds the work state agents manage, including status, assignment, priority and tags, and contains the thread's messages and notes.

A forward sends a copy of an entire conversation by email to someone outside it, such as a vendor, a warehouse or another department. It starts as a draft and is sent when you give it a send time.

Conversation time records how long agents actively spent working on a conversation in Kustomer. Each record is one handle session, and the records together are the source for handle time reporting.

A note is an internal comment that your team leaves on a conversation. Customers never see notes; agents use them to hand off context, record what they checked, and @mention teammates.

A note is an internal comment that your team leaves on a conversation. Customers never see notes; agents use them to hand off context, record what they checked, and @mention teammates.

A customer is one person your team supports. Every conversation, message, note and custom object about that person hangs off their customer record, and agents see it all on a single timeline.

A conversation is one support thread with one customer, such as an email exchange, a chat session or a phone call. It holds the work state agents manage, including status, assignment, priority and tags, and contains the thread's messages and notes.

A draft is an outbound message that hasn't been sent yet. Unlike creating a message, sending a draft makes Kustomer deliver it to the customer through a connected channel such as email, SMS, chat or WhatsApp.

Tracking events record what a person does in your website or app, such as viewing a page or starting a checkout, grouped into sessions on the customer's event history. Identity calls tie an anonymous visitor to a Kustomer customer.

A KObject is one record of a custom type that you define, such as a single order, booking or device. It belongs to a customer or company, shows up on their timeline, and can be searched and used in workflows like built-in data.

A customer is one person your team supports. Every conversation, message, note and custom object about that person hangs off their customer record, and agents see it all on a single timeline.

A message is one communication between your team and a customer, such as an email, a chat line, a text, a call or a social post, recorded inside a conversation. Creating one through the API records it on the timeline; it does not deliver anything.

A note is an internal comment that your team leaves on a conversation. Customers never see notes; agents use them to hand off context, record what they checked, and @mention teammates.

An unmasking window temporarily reveals a customer's sensitive data. While it is open, attributes marked sensitive on the customer and on their conversations, messages and custom objects are returned unmasked instead of hidden.

A customer is one person your team supports. Every conversation, message, note and custom object about that person hangs off their customer record, and agents see it all on a single timeline.

Custom attributes are your own fields on Kustomer objects, such as a loyalty tier on a customer or an order number on a conversation. Their metadata tells Kustomer each field's label, type, allowed values and sensitivity.

An attachment is a file, such as an image, PDF or recording, attached to a message, note, draft, forward or custom object comment. Kustomer stores a record describing the file, and you upload or download the bytes through short-lived signed URLs.

A draft is an outbound message that hasn't been sent yet. Unlike creating a message, sending a draft makes Kustomer deliver it to the customer through a connected channel such as email, SMS, chat or WhatsApp.

An attachment is a file, such as an image, PDF or recording, attached to a message, note, draft, forward or custom object comment. Kustomer stores a record describing the file, and you upload or download the bytes through short-lived signed URLs.

A KObject is one record of a custom type that you define, such as a single order, booking or device. It belongs to a customer or company, shows up on their timeline, and can be searched and used in workflows like built-in data.

A KObject is one record of a custom type that you define, such as a single order, booking or device. It belongs to a customer or company, shows up on their timeline, and can be searched and used in workflows like built-in data.

A Klass is a custom object type that you define, such as "Order" or "Subscription", with its own name, icon, color and attributes. Each record of that type is a KObject.

Media are files your org stores in Kustomer for content rather than for a conversation, such as images embedded in knowledge base articles. You create a media record, upload the file to the temporary URL it returns, then reference the media ID where the file is used.

A message is one communication between your team and a customer, such as an email, a chat line, a text, a call or a social post, recorded inside a conversation. Creating one through the API records it on the timeline; it does not deliver anything.

A message is one communication between your team and a customer, such as an email, a chat line, a text, a call or a social post, recorded inside a conversation. Creating one through the API records it on the timeline; it does not deliver anything.

A note is an internal comment that your team leaves on a conversation. Customers never see notes; agents use them to hand off context, record what they checked, and @mention teammates.

A note is an internal comment that your team leaves on a conversation. Customers never see notes; agents use them to hand off context, record what they checked, and @mention teammates.

A comment is a short internal note that agents leave on a custom object record, such as a task. Customers never see comments; they are for discussion among your team, with optional mentions and attachments.

An attachment is a file, such as an image, PDF or recording, attached to a message, note, draft, forward or custom object comment. Kustomer stores a record describing the file, and you upload or download the bytes through short-lived signed URLs.

Tracking events record what a person does in your website or app, such as viewing a page or starting a checkout, grouped into sessions on the customer's event history. Identity calls tie an anonymous visitor to a Kustomer customer.

Search finds customers, conversations, messages, companies, notes, custom objects and other records that match a set of criteria, the same way saved searches do in the agent desktop.

Satisfaction surveys (CSAT) ask customers to rate their experience after a conversation. A survey defines the question, rating scale, channel and audience; each time one is sent, Kustomer creates a satisfaction response that tracks delivery and stores the customer's rating and comments.

An SLA (service level agreement) is a response-time policy, such as "reply to urgent emails within one hour". Kustomer matches each conversation to one SLA and tracks deadlines for it, so agents can see what's about to breach and managers can report on what did.

A sub-status adds detail inside one of the three main statuses, open, snoozed or done, such as "Waiting on warehouse" under snoozed or "Resolved by refund" under done. Admins define them, and agents pick one when they change a conversation's or custom object's status.

Snooze options are the preset choices, such as "2 Hours" or "Tomorrow", that agents pick from when they snooze a conversation or custom object. Each option says how to work out the wake-up time; snoozing hides the item until then and reopens it when the time comes.

Spam senders are your org's allow and block lists for inbound email. Each entry is one email address marked whitelist (never treated as spam) or blacklist (always treated as spam), and it overrides Kustomer's automatic spam detection for that sender.