Kustomer Destination


Kustomer is the next-generation customer management platform for the people-first enterprise. It enables support teams to get a holistic view of the customers they are engaging with, resulting in meaningful interactions between businesses and customers.

This destination is maintained by Kustomer. For any issues with the destination, contact their team.

NOTE: The Kustomer data source is currently in beta, which means that they are still actively developing the integration. This doc was last updated on Feb 28, 2019. If you are interested in joining their beta program or have any feedback to help improve the Kustomer Destination and its documentation, let their team know!

Getting Started

Before you start, make sure Kustomer supports the source type and connection mode you’ve chosen to implement. You can learn more about connection modes here.

Web Mobile Server
📱 Device-mode
☁️ Cloud-mode
  1. From your Segment UI’s Destinations page click on “Add Destination”.
  2. Search for “Kustomer” within the Destinations Catalog and confirm the Source you’d like to connect to.
  3. If this is the first time setting up Kustomer as a destination, you’ll need to install the Segment App in your Kustomer Account.
  4. In your Kustomer account, go to Settings > Apps Directory and install the Segment App.
  5. After installing the Segment App, you need to go to the Segment App Settings Page listed directly underneath the Apps Directory page. From this page you will need to click the large green “Enable with Segment” button.

NOTE: Kustomer stores anonymous activity for 30 days but you will not see this activity in their UI unless the customer is identified using the Identify call.

Page

If you’re not familiar with the Segment Specs, take a look to understand what the Page method does. An example call would look like:

analytics.page('Pricing', {
  title: 'Segment Pricing',
  url: 'https://segment.com/pricing',
  kustomer_session_id: 'abc123'
});

Page calls will sent as a tracking event to Kustomer on the timeline of the customer who was tracked. If the kustomer_session_id is included, it will cluster this tracking event into a single “session” on the customer’s timeline. If no kustomer_session_id is supplied, we will automatically generate session IDs based on time between tracking events. (Read why Segment doesn’t have session tracking here).

Screen

If you’re not familiar with the Segment Specs, take a look to understand what the Screen method does. An example call would look like:

[[SEGAnalytics sharedAnalytics] screen:@"Home"
properties:@{ @"kustomer_session_id": @"abc123" }];

Screen calls will sent as a tracking event to Kustomer on the timeline of the customer who was tracked. If the kustomer_session_id is included, it will cluster this tracking event into a single “session” on the customer’s timeline. If no kustomer_session_id is supplied, we will automatically generate session IDs based on time between tracking events. (Read why Segment doesn’t have session tracking here).

Identify

If you’re not familiar with the Segment Specs, take a look to understand what the Identify method does. An example call would look like:

analytics.identify('userId123', {
  email: 'john.doe@example.com'
});

Identify calls will be sent to Kustomer which will create or update a standard customer object record. If a record with a corresponding userId exists, that record will be updated. If a customer record doesn’t already exist, a new customer record will be created.

All of the overlapping attributes in the Segment traits documentation are mapped to standard Kustomer attributes by default. In addition to the Segment traits, the following attributes are automatically mapped from Segment to Kustomer:

Segment Kustomer
userId externalId
context.locale locale

Track

If you’re not familiar with the Segment Specs, take a look to understand what the Track method does. An example call would look like:

analytics.track("Registered", {
  plan: "Pro Annual",
  accountType: "Facebook",
  kustomer_session_id:"abc123"
});

Track calls will sent as a tracking event to Kustomer on the timeline of the customer who was tracked. If the kustomer_session_id is included, it will cluster this tracking event into a single “session” on the customer’s timeline. If no kustomer_session_id is supplied, we will automatically generate session IDs based on time between tracking events. (Read why Segment doesn’t have session tracking here).

Personas

You can send computed traits and audiences generated using Segment Personas to this destination as a user property. To learn more about Personas, contact us for a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicade membership. For example, when a user first completes an order in the last 30 days, Personas sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Personas sets that value to false.

When you first create an audience, Personas sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Settings

Segment lets you change these destination settings from the Segment app without having to touch any code.

API Key

You can find your API key in the Segment settings page within your Kustomer account.

This page was last modified: 09 Jun 2020

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