Settings and configurations

Chat settings control how the Kustomer chat widget looks and behaves on your website and in your apps, such as the team name and greeting customers see, what happens outside business hours, and whether customers can see past conversations.

Notifications are the alerts Kustomer sends a user about activity they care about, such as a conversation being assigned to them or a teammate mentioning them in a note. Each user chooses which events notify them in the app and by email, and admins choose who receives org-wide alerts about problems such as a disconnected channel.

Notifications are the alerts Kustomer sends a user about activity they care about, such as a conversation being assigned to them or a teammate mentioning them in a note. Each user chooses which events notify them in the app and by email, and admins choose who receives org-wide alerts about problems such as a disconnected channel.

Notifications are the alerts Kustomer sends a user about activity they care about, such as a conversation being assigned to them or a teammate mentioning them in a note. Each user chooses which events notify them in the app and by email, and admins choose who receives org-wide alerts about problems such as a disconnected channel.

A saved search is a named, reusable search query, such as "Open VIP conversations" or "Unassigned email", that appears in the agent desktop's sidebar so agents can open the matching list in one click. Admins arrange saved searches into folders, and each user can pin up to five favorites.

A saved search is a named, reusable search query, such as "Open VIP conversations" or "Unassigned email", that appears in the agent desktop's sidebar so agents can open the matching list in one click. Admins arrange saved searches into folders, and each user can pin up to five favorites.

A saved search is a named, reusable search query, such as "Open VIP conversations" or "Unassigned email", that appears in the agent desktop's sidebar so agents can open the matching list in one click. Admins arrange saved searches into folders, and each user can pin up to five favorites.

Settings are named configuration values that change how Kustomer and installed apps behave. Org settings apply to everyone in the org, such as satisfaction survey timing or an app's API key, while user settings are personal preferences, such as what the send button does for one agent.

Settings are named configuration values that change how Kustomer and installed apps behave. Org settings apply to everyone in the org, such as satisfaction survey timing or an app's API key, while user settings are personal preferences, such as what the send button does for one agent.

A shortcut is a saved reply that agents insert into a conversation instead of typing the same answer again. Its text can include placeholders such as the customer's first name, and it can also update the conversation, for example by adding a tag or marking it done.

A shortcut is a saved reply that agents insert into a conversation instead of typing the same answer again. Its text can include placeholders such as the customer's first name, and it can also update the conversation, for example by adding a tag or marking it done.

A snippet is a piece of text stored once with a translation for each language, such as a greeting or a policy sentence. Shortcuts, chat settings and other customer-facing text reference it by key, and Kustomer fills in the right language when the text is shown.

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.

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.