Setting up Kustomer as a Source

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Access Required

Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources.

Kustomer Access: For the Knowledge Base integration, you must have permission to install apps within your Kustomer instance. For Conversations, you need API access with appropriate permissions (org.admin and org.permission roles).

Setting up Kustomer Conversations as a Source

The Kustomer Conversations integration syncs your support tickets into Guru, making customer interactions searchable and available to your AI agents.

1. In Guru, go to Manage.
2. Select Sources, then click Add Source.
3. Choose Kustomer Conversations from the list of integrations.
4. Enter your Kustomer API key when prompted.
5. Optional: Set a start date filter to sync only tickets modified after a specific date.
6. Add a display name for the Source (optional) and click Connect Source.
7. Assign which Guru Groups should have access to this content.

The sync will begin immediately. You'll receive an email notification when the initial sync is complete.

What gets synced from Kustomer Conversations

Conversations, Users, Companies, Notes, Messages

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Important

Due to Kustomer API pagination limits, only the most recent 100,000 tickets are synced. Older tickets beyond this limit won't be included in the sync.

Setting up Kustomer Knowledge Base as a Source

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Note

You must install the Guru app in your Kustomer instance before connecting the Knowledge Base. This integration uses OAuth 2.0 for secure authentication.

1. In your Kustomer instance, install the Guru app if you haven't already.
2. In Guru, go to Manage.
3. Select Sources, then click Add Source.
4. Choose Kustomer Knowledge Base from the list of integrations.
5. Click Authenticate to connect using OAuth 2.0.
6. Follow the prompts to authorize Guru's access to your Kustomer account.
7. In the configuration wizard, select your sync preferences:
   • Knowledge Base: Choose which knowledge base to sync
   • Language: Select at least one language (required)
   • Scope: Choose Public Articles, Private Articles, or both
8. Add a display name for the Source (optional) and click Connect Source.
9. Assign which Guru Groups should have access to this content.

Articles will begin syncing immediately and will refresh every 2 hours going forward.

What gets synced from Kustomer Knowledge Base

Articles

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Tip

Articles without categories are automatically added to a board called "Cards not on a Board" to keep everything organized.

Frequently asked questions about Kustomer

Why are my older tickets not syncing? Due to Kustomer's API pagination limits, the Conversations integration can only sync the most recent 100,000 tickets. This is a Kustomer API limitation that affects pagination beyond 100 pages. If you need access to older tickets, consider using date filters to focus on specific time periods.

Can I sync both public and private articles? Yes! During setup, you can choose to sync Public Articles, Private Articles, or both. Select the scope that makes sense for your team's needs.