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Consio + Kustomer Integration : How it works

Connect Consio with Kustomer: automatically create a Kustomer conversation for every completed call, post call details and AI summaries as messages, and give agents one-click access to the full call in Consio.

Updated over 2 months ago

Who is this for? Support and CX teams who want every phone call captured in Kustomer as a conversation, complete with call metadata, logging updates, AI summaries, and a deep link to call details.

What you get

  • Auto-created Kustomer conversations for every completed Consio call (inbound & outbound)

  • Call details message posted automatically:
    “A new call was completed on Consio” + link to the call in Consio, including:

    • Customer

    • Agent

    • Duration

    • Direction (Inbound/Outbound)

    • Phone number (campaign + number)

  • Call logging update message posted automatically:
    “Call was logged on Consio.” (Disposition + Notes, when available)

  • AI call summary message posted automatically:
    “Call was summarized on Consio.” (Summary in bullet points)

Prerequisites

  • Admin access to Consio

  • Admin (or permissioned) access to Kustomer to authorize integrations

  • A working Consio number or call flow for test calls

Step 1 - Install from Consio

  1. In Consio, go to Settings → Integrations.

  2. Search for Kustomer.

  3. Click Install.

  4. Complete the Kustomer authorization flow and approve the requested permissions.

Step 2 - Make a test call

  1. Place a quick inbound test call to your Consio number (or trigger a short outbound call).

  2. Hang up after a few seconds.

  3. In Kustomer, confirm a new conversation was created. You should see:

    • A conversation titled “Call with {Customer} on Consio”

    • A message: “A new call was completed on Consio” with a link to open the call in Consio

    • A message: “Call was logged on Consio.” (Disposition + Notes, if available)

    • A message: “Call was summarized on Consio.” (AI summary)

Troubleshooting

  • No conversation created after a call

    • Re-open Consio → Integrations → Kustomer and ensure logging/creation on completed call is enabled.

    • Reconnect the integration (authorization may have expired).

    • Make sure the call fully completed

  • Caller not attached

    • Make sure the phone number (and/or email, depending on your matching rules) exists on the Kustomer customer profile.

  • “Account is required” / authorization issues during install

    • Sign into Consio first, then run the install flow again.

    • Confirm you have the right permissions in Kustomer to authorize integrations.

Security & Privacy

  • OAuth-based connection between Consio and Kustomer

  • Access tokens stored encrypted; revoked automatically on uninstall

  • Only the data needed to create/update conversations and messages is shared

Need Help?

Support: https://www.consio.ai/contact-us
Book a demo: https://www.consio.ai/demo

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