Connect Kustomer to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat works directly with Kustomer. It reads customers, conversations and your custom objects such as orders, and writes conversations, notes, tags and assignments through Kustomer’s API, on WhatsApp, Instagram, web chat and every other channel your customers use.
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, and your support team works in Kustomer. AeroChat answers those messages, opens a Kustomer conversation with the chat transcript when a case needs your team, tells customers where their request stands, and hands the conversation to an agent in Kustomer when a person is needed. It connects through Kustomer’s public API. You describe the workflow in your own words, AeroChat builds it, and Kustomer stays the record your team works from.
What you can do with Kustomer and AeroChat
- Open Kustomer conversations from support chats. When a problem needs your team, AeroChat finds or creates the customer, opens a conversation with a clear subject, adds the chat transcript as a note and tags it, so the agent starts with the full story.
- Answer “what’s happening with my request?”. AeroChat finds the customer by email or phone number, reads their conversations and tells them whether the case is open, snoozed or done.
- Recognise returning customers. AeroChat looks up the customer in Kustomer by email or phone number before it replies, so it knows their name and any open conversations.
- Add follow-up details to an open case. When a customer sends more information, AeroChat adds it to their conversation as a note, so the agent sees one thread.
- Keep the customer record up to date. When a customer gives a new email or phone number in the chat, AeroChat updates their Kustomer customer record.
- Hand over to your team. When a person is needed, AeroChat assigns the conversation to the team your rules name, sets its priority and tells the customer what happens next.
- Answer order questions from Kustomer. If your team keeps orders in Kustomer as custom objects, AeroChat reads the customer’s orders and answers questions about them.
What it looks like on WhatsApp
Customer: Hi, my blender arrived with a cracked jug. Order 50213. (example)
AeroChat: Sorry about that. Could you send a photo of the jug and confirm your email?
Customer: Sent. It’s dana@example.com.
AeroChat: Thanks, Dana. I’ve passed this to our support team with your photo and order number. They’ll reply within one working day (example).
In Kustomer: a new open conversation “Cracked jug, order 50213” on Dana’s customer record, with the chat transcript as a note, the tag chat and the conversation assigned to the support team.
Customer: Any news on my cracked jug? (example)
AeroChat: Your request is open and our support team has it. The last update says a replacement jug is being arranged.
In Kustomer: nothing changes. AeroChat read the conversation after matching the customer’s email.
Works on every chat channel
Your customers message you wherever they already are. The same Kustomer connection and the same workflows run on every channel AeroChat supports, and Kustomer stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to raise a support request, add details to it or ask where it stands. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through Kustomer’s public API, documented on the Kustomer developer site. Through it, AeroChat finds customers by email or phone number, reads their conversations, and creates conversations, notes and tags. Each workflow uses only what its recipe asks for.
- What AeroChat reads from Kustomer: customers found by email, phone number or search, each customer’s conversations with their subject, status, priority and assigned team, the notes on a conversation, and custom objects such as orders where your team stores them.
- What AeroChat writes to Kustomer: new and updated customers, new conversations with a subject, priority and tags, notes with the chat transcript and follow-up details, tags added to a conversation, and the team or user a conversation is assigned to.
To connect, a Kustomer admin goes to Settings, then Security, then API Keys, creates a key for AeroChat and gives it only the roles your workflows need, for example reading and creating customers and conversations and writing notes. AeroChat’s chat stays on your AeroChat channels. In Kustomer it records the case, and your agents reply from Kustomer as they do today.
You describe the workflow in your own words, for example “when a customer reports a damaged item, open a Kustomer conversation with the transcript and assign it to the support team”. AeroChat builds the workflow as a draft and asks for the Kustomer API key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for Kustomer. Copy one into AeroChat, add your Kustomer API key, and it runs on every channel.
1. Open a Kustomer conversation from a support chat
Copy this into AeroChat
When a customer reports a problem that needs our team, ask for their email, their order number if there is one and a short description. Find the customer in Kustomer by email or by the phone number they are messaging from, or create one with their name, email and phone number. Create an open conversation for them with a one-line subject and the tag chat. Add the chat transcript and any photos they sent as a note. Tell them our support team will reply within one working day (example).
2. Answer “what’s happening with my request?”
Copy this into AeroChat
When a customer asks about a request they already raised, find them in Kustomer by email or by the phone number they are messaging from. Read their conversations. If more than one is open, list the subjects and ask which one they mean. Tell them the status in plain words: open means our team is working on it, snoozed means it is paused until a set time, often while we wait for something, and done means we have marked it as resolved. Never share internal notes word for word.
3. Recognise a returning customer
Copy this into AeroChat
When someone messages, look them up in Kustomer by the phone number they are messaging from, or by the email they give. If you find them, greet them by name and check whether they have an open conversation. If they do, ask whether they are writing about it before you start something new.
4. Add follow-up details to an open case
Copy this into AeroChat
When a customer with an open conversation sends more details, such as photos, a tracking number or a new address, add them to that conversation as a note that starts with “From chat:”. Tell the customer the details are with the team handling their case.
5. Update the customer record
Copy this into AeroChat
When a customer gives a new email or phone number in the chat, confirm it with them, then update their customer record in Kustomer. Do not remove the old details. Add a note to their open conversation saying what changed.
6. Hand over to your team in Kustomer
Copy this into AeroChat
When a customer asks for a person, is upset, or asks for something you cannot do, such as a refund over our limit, make sure they have an open conversation in Kustomer. Add a note with a three-line summary of the chat. Assign the conversation to our support team, and set priority 4 (example) if they mention a safety issue or a missed deadline. Tell the customer a team member will reply in this chat or by email.
7. Answer order questions from Kustomer
Copy this into AeroChat
When a customer asks about an order, find them in Kustomer and read their orders from our orders custom object. Reply with the order date, the items and the status we store. Only share orders on that customer’s record. If you cannot find the order, open a conversation for our team with the order number.
Who uses it
Any business that tracks support cases in Kustomer can use it. Online stores use it for order problems and returns, hotels for guest complaints, and suppliers for account questions. These recipes fit a help desk:
- Returns and exchanges for fashion stores
- Complaint handover for hotels
- Account and invoice questions for B2B suppliers
What stays in Kustomer
Kustomer stays your record. Customers, conversations, queues and routing, SLAs, your agents’ replies and your reporting live there, and your team still works and resolves the cases. AeroChat handles the conversation on your chat channels. It looks up, opens and updates the conversations your recipe asks for and leaves the rest to Kustomer and your team.
WhatsApp workflows that use Kustomer
These end-to-end WhatsApp workflows run with Kustomer behind them. See them all in the WhatsApp workflows library.
- WhatsApp Order Tracking That Answers From Your Store Data
- WhatsApp Returns and Refunds Checked Against Your Policy
- WhatsApp Order Changes and Cancellations Within Your Rules
Questions
Does AeroChat work with Kustomer?
Yes. It connects through Kustomer’s public API with an API key from your own Kustomer account. It is not a Kustomer product or listing.
Does AeroChat replace Kustomer?
No. Kustomer stays the place your team works and resolves cases. AeroChat answers customers on your chat channels, opens and updates Kustomer conversations, and hands over to your agents in Kustomer when a person is needed.
Do I need a developer?
No. You describe the workflow, AeroChat builds it, and a Kustomer admin creates an API key under Settings, Security, API Keys and pastes it into the dashboard.
Which plan do I need?
On the Kustomer side, an admin creates the API key and picks its roles. On AeroChat, workflows via Skills are on every plan. Choose the plan by how many messages you get: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect Kustomer to your chat
Paste the first recipe, add your Kustomer API key, and report a test problem from your own phone.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect Kustomer for you, free. See plans.