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🧩 Kustomer Integration

Jomar
Updated

AskNicely's Kustomer integration makes it simple to trigger surveys after customer interactions — and automatically sync response data back into Kustomer so your team always has the context they need. You can also set up AskNicely Workflows to auto-create conversations in Kustomer when negative feedback is received, helping your team take immediate action.

🛠️ Configuring Kustomer

🔌 Connecting Integrations

Don't worry: nothing will be sent automatically when you first connect. You'll have a chance to review and test before any surveys go out.

  1. In your Kustomer Account Settings, search for API Keys and select New API Key.

  2. Name the API Key AskNicely.

  3. Assign these required Roles:

    • org.admin.workflow

    • org.user.customer

    • org.user.conversation

    • org.user.message

  4. Save the API Key.

  5. Copy the API Token — you’ll need this for the next step in AskNicely.

🚀 Activate the Kustomer Integration in AskNicely

  1. Go to App Store > Integrate, then search for Kustomer.

  2. Click Set up or Configure.

  3. Paste your API Token in the API Key field.

  4. Leave Endpoint blank or use one of the following:

    • US (Prod1): https://api.kustomerapp.com/v1

    • EU (Prod2): https://api.prod2.kustomerapp.com/v1

  5. Click Set up.

✅ If successful, you’ll see a message: “Your API Key is valid.”

✉️ Triggering Surveys from Kustomer

You can trigger AskNicely surveys when a conversation is marked as 'Done' in Kustomer.

  • In AskNicely, select Set up workflow in Kustomer. This will:

    • Automatically generate a working workflow inside Kustomer.

    • Send NPS surveys once a Conversation is closed.

🔧 You can also fine-tune this workflow or add more advanced logic directly in your Kustomer account. See Kustomer’s Help Center for details.

🔁 AskNicely → Kustomer Workflows

When a Contact responds to an AskNicely survey, all response data — including score and comment — is synced back into Kustomer.

To take further action:

  • Navigate to Workflows in AskNicely.

  • Select the Kustomer Workflow option.

  • Set rules to automatically:

    • Create new Conversations in Kustomer (e.g., if someone gives a Detractor score).

    • Send follow-up requests (e.g., solicit a review from a Promoter).

🔐 Super Admin Bonus

Are you a Kustomer Super Admin? You can send a Survey Link directly from a Kustomer Workflow! Contact AskNicely Support to learn how. (Note: API/Webhook experience required.)

🙋 Need Help?

Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!

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