Kustomer handoff

Ada’s Kustomer integration allows an AI Agent conversation to be escalated to a human agent in Kustomer. When a conversation escalates, the connector creates a Conversation in Kustomer and bidirectionally relays messages and attachments between the end user (via Ada) and the human agent (via the Kustomer agent console).

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Kustomer integration, complete the steps in this order:

Initial Kustomer configuration — generate a Kustomer API token, configure the Outbound Webhook, and share credentials with your Ada team.
Configure the handoff — set up the handoff block in your AI Agent and test the integration end-to-end.
Custom attributes (optional) — pass typed conversation and contact attributes to Kustomer on each handoff.

Limitations

The following constraints are due to limitations on the Kustomer side or are inherent to how the integration works.

Agent presence messages are not displayed to the end user until the agent sends the first message.
The end user cannot resume chatting with the AI Agent until an agent marks the Kustomer conversation as Done (or snoozes it, if snooze-as-close is enabled — the default).
All conversations escalated to Kustomer via this integration are created as Chat conversations in Kustomer, regardless of the channel the end user is using with Ada.

Capabilities

The integration supports the following:

Text messages from the end user to the agent (and vice versa)
Attachments from the end user to the agent (and vice versa)
Routing to a Kustomer Queue via a single field on the handoff block
Typed custom Kustomer attributes — both conversation attributes and contact attributes
Optional conversation lifecycle control (close the Kustomer conversation when the handoff ends, or leave it open for follow-up)
Configurable snooze-as-close behavior per AI Agent