> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/integrations/helpdesk/integrating-alhena-with-kustomer.md).

# Kustomer

## Prerequisites

* A Kustomer account with admin access
* A Kustomer API key with `org.admin` and `org.permission` roles

## Setup

### Step 1: Enable Kustomer in Alhena

1. In Alhena, go to **Settings > Integrations**
2. Find **Kustomer** and click **Enable**
3. Click **Configure Settings**

### Step 2: Get Your Kustomer API Key

1. In Kustomer, go to **Settings > Security > API Keys**
2. Create a new API key with these roles:
   * `org.admin`
   * `org.permission`
3. Set the key to **never expire** (recommended)
4. Copy the key immediately (you can't view it again after closing)

### Step 3: Connect Kustomer

1. Enter your Kustomer domain and API key in Alhena
2. Click **Connect**

### Step 4: Install the Alhena App in Kustomer

1. Alhena will show a link to the Kustomer settings page
2. Follow the link and click **Install** in Kustomer

### Step 5: Configure Human Transfer

Back in Alhena, select a **Human Transfer Group** - the group that Alhena will assign tickets to when human handoff is needed.

***

## AI Response Options

On the Kustomer settings page, the **Kustomer AI Response Options** section lets you choose which channels Alhena responds on. Enable each independently:

* **Alhena Chat Widget** — let web chat users create Kustomer tickets.
* **Emails in Kustomer** — respond to Kustomer email tickets (see [Email Tickets](#email-tickets) below).

***

## Email Tickets

Alhena can automatically reply to incoming emails in your Kustomer account. Enable the toggle in the Kustomer settings page.

{% hint style="info" %}
Alhena creates an agent called "Alhena AI Agent" in your account. Only tickets assigned to this agent receive AI replies.
{% endhint %}

You can customize the signature and disclaimer added to AI email replies — click **Configure** on the **Emails in Kustomer** card. See [Email AI Settings](/docs/integrations/helpdesk/email-ai-settings.md).

### Setting Up a Business Rule

When you enable the **Emails in Kustomer** toggle, Alhena shows a confirmation prompt with a **Create a business rule** link. This opens the new business rule page in your Kustomer account (`https://<your-domain>.kustomerapp.com/app/settings/business-rules/new`). You can reach the same setup instructions at any time by clicking **Setup Instructions** on the **Emails in Kustomer** card.

The business rule's job is to route incoming email conversations to Alhena by assigning them to the **Alhena AI Agent** user, since only conversations assigned to that agent receive AI replies.

To set it up in Kustomer:

1. Follow the **Create a business rule** link from Alhena (or in Kustomer, go to **Settings > Business Rules** and create a new rule).
2. Give the rule a descriptive name, for example `Assign emails to Alhena`.
3. Add a **condition** that matches the incoming email conversations you want Alhena to handle (for example, conversations created through your email channel).
4. Add an **action** that assigns the conversation to the **Alhena AI Agent** user.
5. **Save** and ensure the rule is active.

Once the rule is live, matching email conversations are assigned to Alhena AI Agent and receive AI replies automatically.

{% hint style="info" %}
The exact condition and action options shown depend on your Kustomer plan and configuration. The essential requirement is that the rule assigns matching email conversations to the **Alhena AI Agent** user. Refer to Kustomer's own business rules documentation for plan-specific details.
{% endhint %}