Kustomer

Integrate Alhena with Kustomer to enable AI-powered support with seamless handoff to your existing help desk workflows.

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.

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Email Tickets

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

Alhena creates an agent called "Alhena AI Agent" in your account. Only tickets assigned to this agent receive AI replies.

Setting Up a Business Rule

To automatically assign incoming emails to Alhena: