Check Kustomer Conversation Status on WhatsApp

Yes. AeroChat works directly with Kustomer. When a customer asks about their request, it finds them in Kustomer by email or phone number, reads their conversations and tells them whether the case is open, snoozed or done.

This recipe lets customers check their Kustomer case in chat, without waiting for someone to look it up. Part of connecting Kustomer to WhatsApp and AI chat.

What happens today

A customer who raised a problem last week messages on WhatsApp to ask what is happening. An agent opens Kustomer, finds the customer, reads the timeline and types a reply. Many of these chats are only status checks, and they take time away from the cases that need work.

The flow that works

AeroChat looks up the customer in Kustomer by the phone number they are messaging from, or asks for their email.
It reads their conversations and asks which one they mean if more than one is open.
It tells them the status in plain words, with a short summary of the latest update your team wants shared.
If they add new details, it adds them to the conversation as a note.
If they want to speak to someone, it assigns the conversation to your team and says so.

What it looks like on WhatsApp

Customer: Hi, I reported a missing parcel on Monday. Any update? (example)

AeroChat: I found your request “Missing parcel, order 6620”. It’s open and our delivery team is checking with the courier. Is there anything you’d like to add?

Customer: My neighbour says a driver came on Tuesday.

AeroChat: Thanks, I’ve added that to your case so the team sees it.

In Kustomer: a note “From chat: neighbour says a driver came on Tuesday” on the open conversation. Its status stays open.

The recipe

Copy this into AeroChat

When a customer asks about a support request they already raised, follow these steps.

Look them up in Kustomer by the phone number they are messaging from. If there is no match, ask: “Which email did you use when you contacted us?” and look them up by email.

Only share conversations on the customer record that matches. If nothing matches, say you could not find it and offer to open a new request.

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 the courier or for them, and done means we have marked it as resolved.

Summarise the latest update in one or two lines. Never quote internal notes word for word.

If they add details, add them to the conversation as a note that starts with “From chat:”. If the conversation is done and they say the problem is back, open a new conversation that names the old one.

If they ask for a person, or the case has had no update for three working days (example), assign the conversation to our support team and tell them a team member will reply.

Do not promise a fix date that is not recorded in the conversation. Reply in the customer’s language.

Change the status wording and the three-day limit 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 customers and conversations, write notes and update conversations. Paste the key in when AeroChat asks.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Kustomer, 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 statuses AeroChat shares, and the words it uses for each.
How a customer shows the case is theirs.
When a status check becomes a handover to your team.

The result to expect

Customers get an answer about their case in the same chat, at any hour. Your agents spend less time on “any update?” messages and more on the open cases.

Measure it with your own numbers: status questions answered in chat without a handover, and your team’s first reply time on open conversations, for a month before and after.

Next: open Kustomer conversations from support chats.

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.

Let customers check their own cases

Paste the recipe, add your Kustomer API key, and ask about a test conversation in the chat.

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.