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Kustomer

Jomar
  • Updated

AskNicely's Kustomer integration makes triggering surveys after an interaction simple.

Response feedback is automatically sent back into Kustomer so that your Kustomer team has all the data it needs on hand.

You can also set up an AskNicely Kustomer Workflow that empowers your team to take immediate action by automatically creating a conversation in Kustomer when negative feedback is received. 

 

Configuring Kustomer

Connecting Integrations

Don't worry: when you connect your accounts, we won't send any action immediately - you'll have a chance to make sure everything is ready to go before sending your first survey.

  1. In your Kustomer Account Settings Page, search for API Keys and select "New API Key".
  2. Name the API Key AskNicely
  3. Assign the following required Roles:
    • org.admin.workflow
    • org.user.customer
    • org.user.conversation
    • org.user.message
  4. Save

Copy the API Token created by Kustomer, then head over to AskNicely.

 

Activate the Kustomer Integration in AskNicely

Click App Store > Integrate > (search for) Kustomer

  1. Paste the API Token in the API Key field
  2. For Endpoint, leave it blank or use either:
  3. Save

If successful, you'll receive a "Your API Key is valid" alert.

 

Triggering a Survey from Kustomer

You can choose to trigger surveys from AskNicely when a conversation is closed in Kustomer. To do this, select "Set up workflow in Kustomer". This is a one-step process and will generate a fully functional Workflow within Kustomer to send an NPS survey when a Conversation is marked as 'Done'.

As an optional extra, you can adjust the settings or add more advanced workflows in your Kustomer account. Check out Kustomer's Help Center here.

 

AskNicely > Kustomer Workflows

All Response data is synced back into Kustomer when a Contact responds to a survey fired by the Survey Trigger.

You may want to create a new Conversation in Kustomer for specific reasons (such as Detractor scores, or to solicit more Reviews). Contact responds to your AskNicely survey, their score and any comment they leave can be sent back into Kustomer and automatically create a Conversation based on rules you choose.

Either head to Workflows in AskNicely, select the Kustomer Workflow, and choose the rules you'd like to apply.

 

You should now be all set to gather feedback with AskNicely and bring all that data back into Kustomer.

Are you a Kustomer Super Admin? Contact our Support team to learn how to send a Survey Link to a contact from within Kustomer Workflows! Knowledge of API/Webhooks required.

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