Kustomer

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What is Kustomer?

Kustomer is a CRM and customer service platform that organizes support around the customer rather than the ticket, bringing email, chat, social and SMS conversations into one timeline. Agents spend the day finding customers, updating conversations and adding notes. This connection lets Fabric's assistant help, in plain language.

What Fabric's assistant can do with Kustomer

Once Kustomer is connected, Fabric's AI assistant can work in Kustomer from a simple request.

Find customers and conversations. Find Customer, Find Conversation and Find User look things up before you reply.

Create and update conversations. The assistant can create conversations and update their status, assignee or tags, with find or create options that avoid duplicates.

Keep customers current. It can create and update customers and create users.

Add notes. Create Notes adds an internal note, for example with context from a doc in Fabric.

You stay in control

The assistant works from your instructions, and it confirms with you before updating conversations or customers, unless you've told it not to for a particular task. Looking things up never changes anything.

When a job should run regularly, a Fabric AI job can run on a schedule. The connection also includes events, such as Conversation Created, Message Created and Customer Updated, which can start an automation.

Search your customers from Fabric

Connecting Kustomer also adds keyword search over your Kustomer records from Fabric's main search.

How people use it

Customer service teams add a note with the fix from the team wiki.

Support leads reassign and tag conversations.

Account managers look up a customer's history before a call.

Frequently asked questions

What does the Kustomer connection do?

It lets Fabric's assistant find, create and update customers and conversations, create users and add notes, and it adds keyword search in Fabric.

Can I update a Kustomer conversation with AI?

Yes. Tell the assistant what to change and it updates the conversation.

Can it add internal notes?

Yes. Create Notes adds one.

Can it reply to customers?

Not with a dedicated action. Replies are sent in Kustomer.

What happens when a new conversation starts?

Conversation Created is an event in the connection, and it can start an automation.

Does the assistant change conversations on its own?

No. It acts on your instructions.

Is my data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your account with your authorization. See the privacy and security guide.

Does Fabric work with other support tools?

Yes. You can also connect Slack and Gmail.