Kustomer integration

Welcome to our guide on how to connect your Kustomer account with Siena. This article will walk you through the process step by step.

Video Demo

Before You Begin

Please note that only users with Administrator or Org Owner permissions can perform this integration. Make sure you have the necessary permissions on your Kustomer account.

Also, ensure that you have not exhausted all your available outbound webhook slots. We will create a record during the installation process. You can check your available slots under Setting → Knowledge Base → Outbound Webhooks or use this link https://{{subdomain}}.kustomerapp.com/app/settings/outbound-webhooks

Integration Steps

Step 1:

First, install the Siena APP on your Kustomer help desk. You can find it under Apps → Explore Directory. Search for Siena and click on the Siena AI App to install it.

Make sure the app is active after installation.

Step 2:

Next, in your Siena account, navigate to Channels → Kustomer → Add Account. You will be shown a unique email address. 

Log into your Kustomer help desk and invite this email address as a user with Administrator permissions. This will allow it to set up the necessary webhook and tags.

Step 3:

We (the Siena team) will receive an email at bot@siena.cx, which we will verify and create the user for you. Our Customer Success team will provide you with the username and password within 24 hours of inviting the bot account.

Step 4:

Now, add your Kustomer subdomain to your Siena account. You can find your Kustomer subdomain in your Kustomer helpdesk URL. For example, if your helpdesk URL is https://digital-venus.kustomerapp.com, digital-venus is your subdomain.


After adding your domain, you will be redirected to your Kustomer account login page. Please log in using the Siena bot user credentials provided in Step 3. Ask the Siena Customer Success Manager for the credentials if they have not been provisioned to you.

In some cases, you might see an OAUTH ERROR when connecting your Kustomer account. Do not panic, this will automatically refresh and take you back to the screen above. In case it doesn’t, please refresh the page.

Step 5:

Once logged in, you will be prompted to authorize our app to manage conversations on your behalf. If you do not see this page, it means Siena has been previously installed.
Click on the Authorize button to continue.

Step 6:

You will be redirected back to Siena, which will load for a moment before displaying your integration. And that's it, your integration is complete!

Configuring your integration

By clicking on your integration name, you can further customize and configure it. You can disable it if you don't want us to automate your conversations, or specify the channels you want to automate. Please remember to set a preferred email sender. This is the email Siena will use to respond to all customers.

Kustomer Siena Copilot

You can use Siena AI copilot without leaving your helpdesk window. Read the instructions below:

Here you can see Agent Copilot Widget section in settings of your integration.

This feature will help your agents to use power of Siena AI in your helpdesk Inbox too. In order to install them just create Install copilot button. Then you will see a modal like this:

Here in order to install our siena widget , there is hand work required from your side too 💁. You can see there are steps given about how to install our widget to your helpdesk.

1. Firstly you need to copy this code below, just by clicking Copy code you will have our code in your shortcut.
2. Now open your helpdesk settings. And open Klasses page. In there you can see set of your Klasses that shows in your helpdesk.
   
   
   
3. So now, you need to open any klass that you use and see their insight cards in your inbox sidebar. Such as here we click Conversation klass. Here it will show like this page with Attributes and Insight Cards . You need to open Insight Cards .
   
   
   
4. Okay we have Insight Cards open, and here you can see set of created cards and their looking on right sidebar. So now in here you need to create new Sidebar. Click Create Insight Card button
   
   
   
5. Now it opens this modal, please fill the form, write Siena AI for name and select the icon that you like.
   
   
   
6. After you clicked Create you will be routed this page, where you need to build klass view for your insight. Here we don’t need to build view , as we have ready code view that you copied in the beginning from your SIena settings.
   
   
   
7. Now click View Code that wrapped with red rectangle.
   
   
   
8. Now it will open this view , please now click Convert to Code button, we need to use Code to build UI which is easy.
   
   
   
9. Just confirm by typing CONVERT and submit.
   
   
   
10. Now finally we are here 🚀, just paste the code you copied in the beginning and click Save Changes . So that is all.
    
    
    
11. Here to confirm all good, you need to see such view after you saved your code.
    
    
    
12. So now if you open any view that Conversation klass works. You will see such view.
    
    
    
13. Here we have theses things that can boost your agents performances ⛹️‍♂️.
    1. First thing, you can use Draft reply to answer your opened Conversation. So you just need to provide Instruction and then click Draft reply , in some time you will see Draft message like in this example.
    2. Secondly, we have Summarize button, which helps you to summarize opened conversation fully. So just click and get summary of the conversation 🎉.
       3. Third thing is, you can see this same conversation in Siena helpdesk if it exists,by just clicking Open Conversation in Siena 🔗 , so voila 💫 this is all from our team to your team 🤝 .
       4. Lastly, we wait for your feedback to improve Copilot 👩‍💻. Let us know.

Uninstalling Siena

If you wish to uninstall Siena, simply use the Remove button. This will invalidate tokens, and remove any Siena resources created on your helpdesk (Note: it will not remove conversations, tags, etc). Please do not tamper with any Siena-created resources on your helpdesk as it might not cleanly uninstall itself.

Have any questions? Feel free to browse our FAQ page here.

If you have any further questions or need assistance, please don't hesitate to reach out to our Customer Support team. We're here to help!