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Kustomer Integration Setup Guide

To use Cordless-Kustomer integration you need to have an active Cordless account.
To start your 7-day free trial with Cordless, please contact us at, or book a free 30-minute demo with our team below.
Get started with Cordless

What the Kustomer Integration Does

This integration enables you to sync your Cordless call activity, recordings, and voicemails with your Kustomer inbox.

You can also establish rules for directing call logs to different Kustomer conversation queues and assigning specific conversation attributes.

Additionally, it allows Cordless to display customer information from Kustomer when you receive a call from a customer.
See your Cordless call logs in Kustomer, including a link to call recording/transcript

How to Set Up Your Kustomer Integration

Step 1: Add Kustomer Integration to Cordless
Go to the Integrations page in Cordless and click "Add new integration". Select Kustomer and you will be prompted to enter your Kustomer API key.

When creating the API key, make sure to grant us all of the following permissions on the Kustomer side:
Select Kustomer Integration
Create and enter your Kustomer API key
Step 2: Add Notify Blocks in your Cordless Call Journey
Go to your Numbers page and select the call journey you want to setup the integration for. For each branch where you want to receive call logs*, add a 'Notify' block and select Kustomer.

*Ensure that you add the Kustomer 'Notify' block to each branch for which you want to receive call logs.
Add the Notify blocks to the branches you want to receive logs for in Kustomer
Configure Kustomer Notify block
To configure the call logs to go into Kustomer queues and add custom conversation attributes:

Add 'Conversation queue':
To find the conversation queue ID, in Kustomer go to Setting --> Queues & Routing --> Create new queue or Edit existing -->in your address barfind the 24 character ID and paste it into the 'Conversation queue' field in Cordless Notify block.

Add 'Custom conversation attributes':
In Kustomer go to Setting --> Klasses--> Conversation -->copy the attribute key, which appears when you hover on the name of an attribute, and paste it into 'Conversation queue' field in Cordless Notify block.
For value, copy a relevant value of the selected attribute and paste it into 'Value' field in Cordless Notify block.
Find Kustomer Conversation Queue ID
Find Kustomer Customer Attribute Key

How to Disconnect Kustomer From Cordless

To disconnect your Kustomer workspace from Cordless, navigate to the Integrations page in Cordless and click “Delete” on the “Kustomer” tile.

You will only be able to delete the integration once you delete all Kustomer Notify blocks from all existing call journeys.
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