Adding a Kustomer integration into Scorebuddy is a one-time only task where you need to authorize Scorebuddy to receive data from your Kustomer account.
How to:
Select Score > Interactions:
Then View Integrations:
Followed by Add Integration:
Now hover over the Kustomer logo and select Add Integration:
You'll be presented with a short form to complete. All fields are required:
The Label and Description are for your reference to help you identify the cases that you are dealing with. If you have multiple instances of Kustomer it is a good idea to add an identifier to the label and description for these so that they can be differentiated.
To view and manage your API Key in Kustomer, go to Settings and select Security > API Keys (Note: Only Admins and Custom Roles w/ Read & Write Security Permissions can access the API Key page)
Your Subdomain is the part of your Kustomer URL found between "https://" and ".kustomerapp.com". So, if your Kustomer URL was https://scorebuddy.kustomerapp.com, you would enter scorebuddy into the Subdomain field.
When creating an API key for the integration, make sure it has the below roles assigned:
org.user.read (used in legacy) or org.permission.user.read - for accessing list of Users (Agents)
one of org.user.search.read, org.admin.search.read, org.permission.search.create, org.permission.search.update, org.permission.search_global.create or org.permission.search_preview.create - to access the list of Conversations
"org.user.customer.read, org.permission.customer.read" = to access Customers
org.user.event.read or org.user.event.read - to access Events
org.user.message.read or org.permission.message.read - to access Messages within conversations
org.user.note.read or org.permission.note.read - for Notes access
You may also need org.user.tag.read or org.permission.tag.read for Tags
You may also need org.permission.ai.read - for accessing NLP
Please check the following are
If you require extra Brand endpoints:
"org.admin.brand.read, org.user.brand.read, org.permission.brand.read"- to access brands
Set a data retention policy which specifies how long you wish for Scorebuddy to store your cases. Once this period has been exceeded the case details are automatically removed from Scorebuddy.
When you are done click Connect Kustomer to Scorebuddy. You will be shown a confirmation message:
You can now use the link to begin matching Agents in Scorebuddy with Agents in Kustomer. If you prefer to do this later, return to this "View Integrations" page, select the "More" dropdown and select "Match Users". * Please note: this is a critical step before you begin to build lists