How to connect Kustomer to Binom: customers, tickets, and team notes. Available on request.
The Kustomer integration connects your AI employee with your customer care team: Binom finds the customer, creates a conversation, and leaves a note for the team. Kustomer is available on request in your Binom dashboard: Integrations → More integrations → Kustomer.
What Binom can do in Kustomer
Binom here refers to your AI employee. After you connect Kustomer, it calls the service's actions when a conversation needs that data. You decide which actions are available to it. In the dashboard, each action is marked: read (Binom only views data), write, or delete (Binom changes or deletes data in Kustomer).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Customers | Customers and companies | Create and edit |
| Conversations | Conversations and messages | Create and edit conversations |
| Notes | Notes | Create and edit |
| Custom objects | Kustomer classes and objects | Create and edit |
| Statuses | Substatuses | Create and edit |
Can a chatbot create a conversation in Kustomer?
Yes. Binom finds the customer ("List Customers") or creates them ("Create Customer") and opens a conversation ("Create Conversation").
Note for the team
Binom leaves an internal note ("Create Note") with the essence of the conversation so that the employee immediately understands the situation.
What access you will need
You can connect in one of the following ways: sign in with OAuth 2.0 (you log in to your service account and confirm access); or an API key. Details for each method are shown in the "Authentication" block on the Kustomer page in the dashboard.
How to get the Kustomer integration
Kustomer is connected on request: first, the Binom team sets up the integration for your account. General catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Kustomer" in the "Search integrations" field, and open the Kustomer card.
- On the "Kustomer integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." Here, the assistant is your Binom. The "Authentication" block shows which access you will need, and the "Actions" list shows everything Binom can do in Kustomer.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration becomes available." will appear, and the button will change to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Kustomer page.
- Click "Connect," go through the steps in the "Connecting Kustomer" window, and click "Done". After "Connecting…", the status will change to "Connected". If the message "Confirmation has not arrived yet. The connection may still complete. Check again in a minute." appears, click "Check again".
How to choose what Binom can do in Kustomer
A connected integration does nothing until you allow actions. The dashboard states this directly: "Select the actions the assistant may call. Until something is selected, it has no access to any action."
- On the Kustomer page, tick the actions you need in the Actions list. The Filter actions field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any write or delete action, Binom will describe what it intends to do and wait for your reply.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To start, "List Customers", "Create Customer", "Create Conversation" and "Create Note" are enough. Add update and delete actions when you are ready to let Binom make changes in Kustomer.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test issue. Check the request in Kustomer.
Possible issues
Binom does not use Kustomer data in its replies
What to check: that the Kustomer status is "Connected" and the needed actions are ticked (for example "Create Customer").
What to do: tick the actions and click "Save".
How to tell it is fixed: the message "Allowed actions saved" appears, and in a new conversation Binom replies using Kustomer data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Kustomer).
How to tell it is fixed: the button shows "Requested".
"Integration is temporarily unavailable – your request has been saved."
Nothing else is needed: the request is saved, and you will receive a notification when Kustomer can be connected.
"Reconnect required"
What it means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Kustomer page in More integrations, click "Reconnect" and go through the connection window again.
How to tell it is fixed: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Kustomer) and a screenshot of the message.
How to tell it is fixed: the "Connect Kustomer" window opens.
"Paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing the plan, return to More integrations and open Kustomer again.
"You do not have permission to manage this section."
What it means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Kustomer themselves. More: access levels in the team.
How to tell it is fixed: after refreshing the page, the integration settings open.
If the problem is not resolved, write to support@binomai.com or send the message "I want to talk to a person" in the chat with Binom Tutor. Include the name of your Binom, the integration, and attach a screenshot of the message.
How to disconnect Kustomer
On the Kustomer page, click "Disconnect". The "Disconnect Kustomer?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the access details again." Confirm, and the message "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate Kustomer?
No. You request Kustomer in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
