canonical: https://jentic.com/apis/kustomer.com/kustomer # Kustomer API Jentic publishes the only available OpenAPI specification for Kustomer API, keeping it validated and agent-ready. Kustomer is a customer experience platform combining CRM and conversational support. The API exposes customers, conversations, messages, companies, notes, brands, and audit logs as REST resources, authenticated with a bearer token. Agents can list and update customer records, create and route conversations, post messages into existing threads, and pull audit logs for compliance reporting. ## For AI agents Manage Kustomer customer service: read and update customers, create or route conversations, post messages, attach notes, and pull audit logs. ## Scope Does not handle billing, marketing automation, or product analytics - use for customer support and conversational CRM only. ## Capabilities - Create or update a customer record via POST /customers and PUT `/customers/{id}` including identity, attributes, and tags - Open new support conversations with POST /conversations and update assignment or status via PUT `/conversations/{id}` - Post a reply or internal message into a conversation through POST /messages tied to the parent conversation ID - Attach internal notes to customers and conversations via POST /notes for handoff context - List companies and link customers to organisations through /companies - Pull audit logs from /audit-logs for compliance evidence and incident review ## Use cases ### Inbound Ticket Triage Triage inbound conversations as they land in Kustomer. Agents read the conversation via GET `/conversations/{id}`, classify it from the message body, and PUT `/conversations/{id}` to set assignee, priority, or status. The customer record is updated via PUT `/customers/{id}` with any new attributes inferred from the message, all tied together by the customer and conversation IDs. Example prompt: On a new conversation event, GET `/conversations/{id}` to fetch context, classify the topic, and PUT `/conversations/{id}` with assigneeUsers and priority set. ### Unified Customer Profile Sync Keep Kustomer customer profiles in sync with the system of record. When a customer record changes upstream (in billing, identity, or product), POST /customers or PUT `/customers/{id}` pushes the change into Kustomer so support agents always see current data, with companies linked via /companies. Example prompt: On a customer.updated event from billing, look up the matching Kustomer customer by email and PUT `/customers/{id}` with new plan, lifetime value, and last-seen attributes. ### Compliance Audit Reporting Pull audit logs from Kustomer to feed a compliance reporting pipeline. GET /audit-logs returns recent actions across the workspace, which can be filtered, summarised, and routed into a SIEM or governance dashboard. Notes posted via /notes provide additional human-readable context where the audit log is sparse. Example prompt: GET /audit-logs filtered to the past 24 hours, summarise by user and action, and post the summary into a compliance Slack channel. ### AI Agent Customer Support Copilot A copilot embedded in a support agent's view drafts replies, posts internal notes, and updates conversation status from natural language. Through Jentic, the copilot calls Kustomer by intent without storing the bearer token in the agent runtime. Example prompt: On 'reply that we'll refund and close the ticket', POST /messages with the drafted reply and PUT `/conversations/{id}` to set status to done. ## Key endpoints | Method | Path | Description | | --- | --- | --- | | POST | `/customers` | Create a customer | | PUT | `/customers/{id}` | Update a customer | | POST | `/conversations` | Open a new conversation | | PUT | `/conversations/{id}` | Update conversation status or assignment | | POST | `/messages` | Post a message into a conversation | | POST | `/notes` | Attach an internal note | | GET | `/audit-logs` | List audit log entries | ## Key resources - **Customers** — Customer profiles with identity, attributes, and tags. - **Conversations** — Support conversations across channels with status and assignment. - **Messages** — Individual messages posted into conversations. - **Companies** — Organisation records that customers can be linked to. - **Notes** — Internal notes attached to customers and conversations. - **Audit Logs** — Workspace activity for compliance and review. ## Why Jentic - **Setup:** Wiring the Kustomer API by hand means handling its bearer auth against api.kustomerapp.com and mapping the customer, conversation, and message request bodies yourself. Through Jentic you install once, import the Kustomer API from the API Directory, store the token once, and your agent calls it. - **Permission scoping:** Kustomer puts the conversation id in the URL path (`/conversations/{id}`), so a rule can pin your agent to one conversation: it can update that conversation and post messages and notes and nothing else. You choose the operations it may call, so creating or updating customers is not included unless you add it. - **Credential handling:** Your Kustomer bearer token is stored once, encrypted, by your own Jentic One instance and injected at execution time. It never enters the agent's prompt, logs, or context. - **Discovery method:** Agents search Jentic by intent such as 'create a Kustomer conversation' or 'update a customer', and Jentic returns the matching Kustomer operation with its input schema so the agent calls the right endpoint without browsing the reference docs. ## Related APIs - **Zendesk API** — Established support platform with broader channel coverage than Kustomer. - **Intercom API** — Conversational support and messaging platform with strong outbound features. - **Freshdesk API** — Help desk platform with a similar resource model to Kustomer. - **Help Scout API** — Email-first support tool used alongside Kustomer in some smaller teams. ## FAQ ### Why is there no official OpenAPI spec for Kustomer API? Kustomer does not publish an OpenAPI specification. Jentic generates and maintains this spec so that AI agents and developers can call Kustomer API via structured tooling. It is validated against the live API and kept up to date. Get started with Jentic One, the self-hosted execution layer. ### What authentication does the Kustomer API use? Kustomer uses HTTP bearer authentication: every request needs an Authorization header with a Kustomer-issued token. Through Jentic, the token is stored encrypted in your Jentic One instance. ### Can I post a message into an existing Kustomer conversation? Yes. POST /messages accepts a parent conversation ID and a message body, and creates a new message inside that conversation. Use PUT `/conversations/{id}` alongside it to change status or assignee in the same flow. ### How do I close a support conversation through Jentic? Search Jentic for 'update Kustomer conversation status'. Jentic returns PUT `/conversations/{id}` with its schema. Provide the conversation ID and the desired status, and Jentic executes the call using the stored bearer token. ### What are the rate limits for the Kustomer API? Public rate limits are not exposed in the spec. Refer to developer.kustomer.com for the current limits and burst behaviour for your plan before scaling agent traffic. ### Does the Kustomer API expose audit logs? Yes. GET /audit-logs returns a paginated stream of workspace activity, suitable for compliance reporting and feeding a SIEM. Filter parameters in the response let you narrow by date and actor. ### Can I limit what my agent is allowed to do with the Kustomer API? Yes. Because you run Jentic One yourself, your own rules decide which Kustomer operations and credentials the agent may use. Since Kustomer puts the conversation ID in the URL path (`/conversations/{id}`), you can pin the agent to a single conversation so it can only update that conversation and post messages and notes into it. You choose the operations it may call, so creating or updating customer records is not included unless you explicitly add it.