Enhance Your Customer Support with Rep AI's Kustomer Integration

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

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

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

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

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

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.