Kustomer – Assembled

Kustomer is a contact platform that is mainly used for chat and e-mail (sometimes SMS, Social and Phone). More information about Kustomer can be found here.

Assembled integrates with Kustomer allowing your ticket data to be tracked and forecasted in our system.

Connecting Kustomer to Assembled

If you run into any issues during this step, please reach out to our Support Team.

For agent state data, you will need to enable: - org.permission.read - org.permission.customer.read - org.permission.routing.read

Sync jobs on Assembled

For Kustomer, these are the sync jobs created:

Sync job Definition Frequency
backfill Syncs data in the past, for a total of 5 years from the time the sync job was created. As fast as possible
default Syncs new and updated data, generally every 5 minutes, as well as historical ticket data up to a total of 5 years from the initial sync date Every 1 minute
agent_states Syncs agent states Every 15 seconds

Verify the Kustomer connection

There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team.

Assembled Type of data
Realtime dashboard Agent states + contact data
Staffing Timeline → Contacts Contact data

Kustomer endpoints/services that we integrate with

/v1/customers/search

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? Every 1 minute (there will be a spike at the start due to the backfill)

/v1/routing/queues

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? Every 15 seconds

/v1/routing/statuses

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Agent states
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? Every 15 seconds

/v1/assistants

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Ticket data (mainly for chatbots)
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? Every 15 seconds

/v1/routing/work-sessions

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Ticket event data
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? Every 15 seconds

/v1/conversations

/v1/conversations/<conversationId>/events

/v1/conversations/<conversationId>/messages

/v1/tags

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? On demand

/v1/teams

/v1/users

Question Answer
Do we parse PII data from this endpoint? Yes, we do store conversation data on Kustomer by default. However, you can limit the type of data that is returned via the API.
What data does this endpoint provide? User data
What is the rate limit for this endpoint? Shared across all endpoints, with a maximum of 1000 requests per minute (potentially 2000 requests per minute with the Ultimate Plan)
How often does Assembled hit this endpoint? On demand

Kustomer integration mappings

User roles

Kustomer Assembled
Agent Standard

Ticket data (Email)

Kustomer Assembled
firstResponse.createdAt (if present) OR externalTimestamp (if firstResponse is empty but earliestResponseMessage is not) first_responded_at
first_responded_at - external_created_at OR firstResponse.businessTime / 1000 (if kustomer.use_business_time is turned on) (SLA) first_response_duration

Ticket data (Chat, SMS, Social)

Kustomer Assembled
firstResponse.createdAt (if present) OR externalTimestamp (if firstResponse is empty but earliestResponseMessage is not) first_responded_at
firstResponse.businessTime / 1000 (if kustomer.use_business_time is enabled) OR first_responded_at - createdAt (SLA) first_response_duration

Ticket data (Phone)

Kustomer Assembled
meta.answeredAt first_responded_at
meta.answeredAt - meta.placedAt (SLA) first_response_duration

Ticket status

Kustomer Assembled
done closed
open open
snoozed snoozed
empty

Channels

Kustomer Assembled
voice Phone
chat Chat
email Email
sms SMS
facebook, twitter-dm, twitter-tweet, instagram Social

FAQ