You can put a Simplesat survey in any Kustomer email template, and the survey works without connecting Kustomer. When you connect Kustomer, Simplesat adds each response to the conversation it rates, as a note and as tags. It also brings the conversation's details and assigned agent into Simplesat.

What the Kustomer integrations do

The Kustomer page lists the integrations under Ticket integrations. You switch each one on separately with Activate integration.

Integration	What it does	Where it shows
Pull conversation details	Adds the conversation's subject, details and assigned agent to the response	The response, in Simplesat
Sync feedback to conversation note	Adds the response to the conversation as a note	The conversation in Kustomer
Add rating and sentiment to conversation tags	Tags the conversation with the rating and sentiment	The conversation in Kustomer

The integrations run only on surveys connected to Kustomer, and only for responses that came in with a Kustomer conversation ID. A survey is connected to Kustomer in either of these cases:

Its delivery method is External email embed with the Kustomer option.
It's an Event-based or Web-embed survey with Connected service set to Kustomer.

Before you start

The Kustomer integrations are available on every Simplesat plan. To connect Kustomer and switch the integrations on, you need:

The Manage integrations permission in Simplesat. Owner and Admin have it by default.
A Kustomer API key. A Kustomer admin, or a user with Security permissions, creates it. The key's roles are chosen when it's created and can't be changed afterward. To change them, delete the key and create a new one. The key needs the roles for each integration you'll switch on:
- Pull conversation details: org.permission.conversation.read
- Sync feedback to conversation note: org.permission.note.create
- Add rating and sentiment to conversation tags: org.permission.conversation.update and org.permission.conversation.delete, to add its new tags and remove the earlier ones
Your Kustomer base URL, which depends on where your Kustomer org is hosted: https://api.kustomerapp.com/v1 in the US, or https://api.prod2.kustomerapp.com/v1 in the EU.

Heads up: When you create the key, Expires sets how many days it stays valid. Once the key expires, every Kustomer integration stops and Simplesat doesn't warn you. The Kustomer page still shows Authenticated with Kustomer. Replace the key before it expires, using the steps in the Replace the API key or change the Kustomer org section.

To see what a connected tool can read and write, read Integration security, permissions and data flow.

Connect Kustomer

In Kustomer, go to Settings → Security → API Keys and click Add API Key.
Name the key, select the roles for your integrations under Roles, and choose the number of days in Expires.
Click Create, then Copy Token. Kustomer shows the key only this once.
In Simplesat, go to the Integrations page, open Kustomer and click Authenticate.
Fill in the fields:

Field	What to enter	Example
Base URL	The API address for your Kustomer org's region	`https://api.kustomerapp.com/v1` (US) or `https://api.prod2.kustomerapp.com/v1` (EU)
API Key	The key you copied

Click Authenticate.
When the page shows Authenticated with Kustomer, click Activate integration on each integration you want.

Tip: Before you rely on an integration, test it with a real conversation, as described in Testing an integration end to end.

Send surveys from Kustomer

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Kustomer.
On the Publish page, click Generate embed code.
Choose HTML if you edit Kustomer email templates in the code editor, or Visual if you use the visual builder. Then click Copy survey.
In Kustomer, go to Settings → Administration → Email Templates, and add a template or open one.
Paste the survey into the template, and save it.
Send email with that template, for example from a Kustomer business rule.

The survey code carries Kustomer variables, and Kustomer fills them in when it sends the email. They tell Simplesat which conversation, customer and agent each response belongs to:

What the code carries	Kustomer variable
Conversation ID, saved as the response's ticket ID	`{{conversation.id}}`
Conversation name, saved as the ticket subject	`{{conversation.name}}`
Customer email	`{{customer.email}}`
Customer ID	`{{customer.id}}`
Customer first name	`{{customer.firstName}}`
Customer last name	`{{customer.lastName}}`
Company name	`{{company.name}}`
Team member name	`{{user.name}}`
Team member email	`{{user.email}}`
Team member ID	`{{user.id}}`

Heads up: If a survey link still shows {{conversation.id}} when someone clicks it, Kustomer didn't fill in the variable, and the rating isn't saved. To learn how variables get filled in, see Placeholders and merge fields.

Feedback in Kustomer

The note and tag integrations write a response to Kustomer at least five minutes after it arrives. They write it again whenever the response changes, for example when the customer answers another question later.

By default, they run on every response from your Kustomer surveys. To limit an integration to certain surveys, choose Let me choose under When should this integration run? and switch those surveys on. The timing and every setting are explained in full in Writing feedback back, and mapping the fields.

Sync feedback to conversation note

This integration adds a note to the conversation the response rates. The note shows who answered and which survey they answered. It lists every question with its answer and links back to Simplesat. Each run adds a new note.

Add rating and sentiment to conversation tags

This integration adds two tags to the conversation:

simplesat_rating_ followed by the rating, from simplesat_rating_0 to simplesat_rating_10
simplesat_sentiment_positive, simplesat_sentiment_neutral or simplesat_sentiment_negative

The rating tag holds only the number, so a CSAT 4 and an NPS 4 both get simplesat_rating_4.

Before adding the tags, the integration removes any earlier Simplesat rating and sentiment tags from the conversation. The conversation's other tags stay. You don't need to set the tags up in advance, because Kustomer creates each one the first time it's used.

Conversation and agent details in Simplesat

Pull conversation details reads the conversation as soon as a response arrives. It replaces the response's ticket details and team members with:

The subject of the customer's first message, if it has one.
The conversation's priority, channel, type and ended reason, saved as the ticket fields priority, channel, type and reason.
The conversation's assigned agent, as a team member with the role Assigned user.

It doesn't change the response's customer.

Simplesat matches the assigned agent by their Kustomer user ID. If no survey link has brought in that agent's name and email yet, the team member shows only the Kustomer user ID. If an agent or ticket looks wrong on a response, start with Attribution: linking feedback to tickets, customers and agents.

Replace the API key or change the Kustomer org

Follow these steps when the API key expires or is deleted, when you need a key with different roles, or when you're connecting a different Kustomer org. Have the new key ready before you start. Responses that arrive between Revoke access and the last step aren't written to Kustomer.

On the Kustomer page, note which integrations are on.
Click Revoke access.
Click Authenticate and enter the base URL and the new API key.
Click Activate integration on each integration you noted. Reconnecting doesn't switch them back on.

Each integration's settings, and the survey code in your Kustomer email templates, stay as they were.

Troubleshooting

My Kustomer integrations stopped working, but the page still says Authenticated with Kustomer

Simplesat checks the API key only when you connect. If the key expires or is deleted in Kustomer, every integration fails, but the page still shows Authenticated with Kustomer. To fix it, create a new key in Kustomer. Then, on the Kustomer page, click Revoke access, click Authenticate with the new key, and click Activate integration on each integration you use. What the page can show is explained in Integration error messages and what they mean.

Feedback doesn't show up on my Kustomer conversations

Check that:

The survey is connected to Kustomer: External email embed with Kustomer, or Connected service set to Kustomer.
The response came in with the conversation ID. The survey link carries it when Kustomer fills in {{conversation.id}}.
At least five minutes have passed since the response arrived.
The integration shows as active. After reconnecting, you need to click Activate integration on each one again.
If the integration is set to Let me choose, the survey is switched on.
The base URL matches the region where your Kustomer org is hosted.

If none of these explains it, send us the response's link.

I see two notes for one response

That's expected. Sync feedback to conversation note runs when a response arrives and again when the response changes, for example when the customer answers another question later or a rating is edited. Each run adds a note.

FAQ

Can Simplesat create a new Kustomer conversation for each response?

No. The integrations work on the conversation the survey was sent from, and they find it by the conversation ID on the response. To send responses that aren't tied to a conversation to other tools, use Simplesat's API and webhooks. To set them up, see API & webhooks.

What do the simplesat_rating and simplesat_sentiment tags on my conversations mean?

They come from Add rating and sentiment to conversation tags. simplesat_rating_4 means a rating of 4 on the survey's metric, and the sentiment tag is the response's sentiment. A new rating replaces both tags.

Do I use the HTML or the Visual survey code in Kustomer?

Use HTML if you edit the template in Kustomer's code editor, or Visual if you build it in the visual builder.