Integrating Alhena With Kustomer

You can connect Alhena to your Kustomer account, so your AI agent can hand off tickets to your existing help desk. From Kustomer, you can use your existing workflows and pick up where Alhena left off.

1. Enable The Integration

To start, you'll need to enable the Kustomer integration from Alhena.

Now go to the configure settings page.

2. Get Your Kustomer API Key

To continue, you'll need to get an API key from Kustomer. You can find the API keys page under "Security" from the Kustomer settings.

IMPORTANT: Make sure to include the org.admin and org.permission roles for the integration to complete properly.

We recommend setting the key to never expire to avoid interruption. You can always come back here later and revoke access if you choose.

Be sure to copy this key right away, as you can't view it once you close this window.

3. Configure The Integration

Paste both your Kustomer domain and API key into the Alhena settings page.

Just one more step required! Alhena will show you a link to the Kustomer settings page where you can activate the integration. Just follow the link, and click install from Kustomer.

Now when you come back to Alhena, you have to option to choose a Human Transfer Group — the group that Alhena will assign new tickets to in Kustomer when they are needing a response. You can also enable/disable human transfer for the chat widget, without disabling the entire integration.

Email Setup For Kustomer

Alhena can also reply to your incoming emails in your Kustomer account. Simply enable the toggle to get started.

We will create one agent called "Alhena AI Agent" inside your account. Only when tickets are assigned to this agent does Alhena reply.

After enabling email replies, we recommend following these instructions for setting up a business rule to automatically assign the new tickets to Alhena.

See this example of a business rule that assigns new incoming emails to Alhena.