Initial Kustomer configuration

Before your Ada team can enable the Kustomer integration, complete the following prerequisites in your Kustomer instance. Once finished, share the collected information with your Ada representative. This guide assumes an active Kustomer instance configured to handle chat conversations.

Generate a Kustomer API token

Ada calls the Kustomer API using a dedicated API token. It is recommended that you create a token specifically for the integration.

To generate a Kustomer API token:

1. In Kustomer, navigate to Settings → Security → API Keys.
2. Create a new API key with no expiration and the following permissions:
   • org.user.read
   • org.permission.user.read
   • org.user.conversation.write
   • org.permission.customer.read
   • org.permission.customer.create
   • org.permission.customer.update
   • org.permission.conversation.create
   • org.permission.conversation.update
   • org.permission.note.create
   • org.permission.message.create
3. Note the generated API token to share with your Ada team.

Configure the Kustomer Outbound Webhook

Kustomer sends conversation and message events to Ada through an Outbound Webhook. Add one that delivers events to Ada.

To configure the Kustomer Outbound Webhook:

1. In Kustomer, navigate to Settings → Platform → Outbound Webhooks.
2. Add a new Outbound Webhook and configure:
   • Name: something recognizable (e.g. Ada Handoff Integration).
   • URL: Ada’s webhook URL, based on your AI Agent’s cluster:
     • US & CA: https://solutions.ada.support/messaging-connectors/kustomer/webhooks/kustomer
     • EU: https://solutions.eu.ada.support/messaging-connectors/kustomer/webhooks/kustomer
   • Events: subscribe to kustomer.conversation.update and kustomer.message.create.
3. Save the Outbound Webhook.

Decide on snooze behavior

By default, Ada treats both the done and snoozed Kustomer conversation statuses as a closed conversation, so the end user can resume chatting with the AI Agent in either case. If your team uses snooze as a temporary hold rather than a close, this can be disabled so that only done closes the conversation.

Decide whether you want the default (snooze closes the conversation) or the alternative (only done closes), and share your preference with your Ada team below.

Share with your Ada team

Once the prerequisites above are complete, share the following with your Ada representative. Your Ada team will complete the remaining backend configuration.

1. Kustomer cluster — whether your Kustomer instance is US-hosted (API base URL https://api.kustomerapp.com/v1) or EU-hosted (API base URL https://api.prod2.kustomerapp.com). If you are unsure, check with your Kustomer account team.
2. Kustomer API token — share this securely, not in a shared channel.
3. (Optional) Snooze behavior preference, if different from the default.