Open Kustomer Conversations from WhatsApp Chats

Yes. AeroChat works directly with Kustomer. When a chat needs your team, it finds or creates the customer, opens a Kustomer conversation with a clear subject, adds the transcript as a note, tags it and assigns it to the right team.

This recipe makes sure every support case raised in chat ends up in Kustomer with the details your agents need to work on it. Part of connecting Kustomer to WhatsApp and AI chat.

What happens today

A customer reports a problem on WhatsApp or Instagram late in the evening. The details arrive in several messages: a photo, an order number, a complaint. Someone has to copy all of it into Kustomer by hand the next morning, or the case lives only in a chat app where the rest of the team cannot see it. Agents then go back to the customer to ask for what was already said.

The flow that works

AeroChat answers what it can from your knowledge base, such as return windows or delivery times.
When the problem needs your team, it asks for the customer’s email, the order number if there is one and a short description.
It finds the customer in Kustomer by email or phone number, or creates them.
It opens a conversation with a one-line subject, the tag chat and the priority your rules set, and adds the chat transcript as a note.
It assigns the conversation to the right team and tells the customer what happens next.

What it looks like on WhatsApp

Customer: I was charged twice for my order 7781. (example)

AeroChat: Sorry about that. Which email did you use for the order? I’ll pass this to our billing team with the details.

Customer: raj@example.com

AeroChat: Thanks, Raj. Our billing team has your case and will reply within one working day (example). You don’t need to send anything else.

In Kustomer: a new open conversation “Charged twice, order 7781” on Raj’s customer record, with the transcript as a note, the tags chat and billing, and the conversation assigned to the billing team.

The recipe

Copy this into AeroChat

When a customer reports a problem, follow these steps.

First check our knowledge base. If the answer is there, such as a return window or delivery time, reply with it and ask if that solves it.

If the problem needs our team, ask for the email they used, their order number if there is one and a short description. Ask for a photo if something arrived damaged.

Find the customer in Kustomer by email or by the phone number they are messaging from. If there is no match, create a customer with their name, email and phone number.

If they already have an open conversation about the same problem, add the new details to it as a note instead of opening another one.

Otherwise create an open conversation for them with a one-line subject that names the problem and the order number. Add the tag chat, plus billing for payment problems or delivery for delivery problems (example).

Add a note with the chat transcript, the order number and any photos.

Assign the conversation to our support team, or to the billing team for payment problems (example). Set priority 4 if they mention a safety issue (example).

Tell the customer which team has their case and that they will hear back within one working day (example).

Do not promise a refund, replacement or date that our team has not confirmed. Reply in the customer’s language.

Change the tags, teams, priorities and reply time to match how your team works before you paste it.

What to connect

Kustomer. An admin goes to Settings, then Security, then API Keys, and creates a key for AeroChat with roles to read and create customers and conversations and to write notes and tags. Paste the key in when AeroChat asks.
Your knowledge base. Add your return, delivery and warranty rules so AeroChat can answer simple questions before it opens a case.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Kustomer, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Kustomer’s public documentation, the checklist asks you to check it once against the current docs.

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.

What you still decide

Which problems AeroChat answers itself and which become a Kustomer conversation.
The tags, teams and priorities each kind of problem gets.
The reply time you promise customers.

The result to expect

Every case raised in chat reaches Kustomer with the customer, the transcript and the right team already set, at any hour. Your agents start with the full story instead of asking for it again.

Measure it with your own numbers: conversations opened from chat, and how often agents ask the customer for details they already gave, for a month before and after.

Next: answer Kustomer conversation status questions in chat.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Kustomer connection behind it. See what each channel does on the Kustomer integration page.

Send your first chat case to Kustomer

Paste the recipe, add your Kustomer API key, and report a test problem from your own phone.

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