Kustomer Connector
Connect Kustomer so Applied can read customers, create or update conversations, and send guided support replies in Kustomer.
Use this Connector when Kustomer is your help desk and Applied should keep conversation context and handoff activity aligned.
Common use cases
- Search for Kustomer customers by email or phone.
- Create Kustomer conversations during escalations.
- Add messages, notes, or attachments to Kustomer conversations.
- Sync Kustomer webhook events into Applied.
- Route replies through configured Kustomer channels.
Before you begin
Before connecting Kustomer, make sure:
- You know the Kustomer organization name used in API URLs.
- A Kustomer admin can create an API key.
- Your team knows which API roles Applied should receive.
- You know whether webhooks should be signed with a webhook secret.
- You have a test customer or conversation available for validation.
The organization name is the subdomain in URLs such as
https://<org-name>.api.kustomerapp.com.
Get a Kustomer API key
Kustomer API keys are created in security settings.
- In Kustomer, open Settings.
- Go to Security > API Keys.
- Click Add API Key.
- Name the key, such as
Applied Labs. - Assign the API roles Applied needs.
- Create and copy the token.
Applied uses the token as a bearer token.
Configure Kustomer access
Choose granular API roles based on the workflows you plan to run. Common permissions include:
- Customer read access for customer lookup.
- Conversation read access for syncing conversation context.
- Message read access for transcript sync.
- Message create access for replies or notes.
- Attachment read access if Applied should ingest attachments.
Add write or update permissions only for workflows that need to create or edit Kustomer records.
If using outbound webhooks, configure a webhook secret and give the secret to Applied support or enter it when prompted.
Connect Kustomer in Applied
- Open Connectors.
- Click New.
- Choose Kustomer.
- Enter the organization name.
- Paste the Kustomer API token into the API token field.
- Add a webhook secret if your setup uses signed webhooks.
- Create the connection.
Validate the connection
After setup:
- Search for a test customer by email or phone.
- Confirm the returned profile matches Kustomer.
- Create a test escalation and confirm the Kustomer conversation is created or updated as expected.
- If webhooks are enabled, send a test event and confirm it syncs into Applied.
Common issues
Kustomer returns unauthorized
Confirm the bearer token is active and assigned the API roles required for the operation.
Applied points at the wrong organization
Check the organization name. It should be the value used in
https://<org-name>.api.kustomerapp.com.
Webhook verification fails
Confirm the webhook secret in Kustomer matches the secret configured for the Applied Connector.