For customer service teams working in Kustomer: the customer is recognised on the call, created from 3CX when needed, and every call is added to their timeline, with the 3CX AI summary when enabled.
Highlights
- Kustomer customer record shown before you answer
- Calls added to the customer timeline
- Customers created from the 3CX client
- Chats and texts logged
- 3CX AI transcript and summary when enabled
Kustomer is a customer service platform organised around a single timeline per customer: orders, emails, chats and conversations all in one place. That view is only complete if phone calls are on it too.
With our native template, the caller’s number is looked up in Kustomer while the phone rings. The agent sees the customer record and can review previous conversations before answering: they know the customer has written twice about a delivery and don’t need to ask for the order number again. A new caller can be created as a customer from the 3CX client. When the call ends, the conversation joins the timeline, with the transcript and summary produced by 3CX AI when that feature is enabled.
You upload the template to your 3CX and it talks directly to the Kustomer API. There is no service to host.
- Lookup by phone number or email, with the record displayed
- Kustomer search from the 3CX dialler
- Customer creation from the 3CX client
- Calls, chats and texts logged on the timeline
Frequently asked questions
How does the template connect to Kustomer?
With a Kustomer API key, directly from your 3CX.
Do agents have to switch tools?
No. They answer with the 3CX client and find the call in Kustomer next to the other conversations. You need 3CX V20 Pro or AI with CRM integration enabled.
