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Consio + Kustomer Integration : How it works

Connect Consio with Kustomer to create conversations for completed calls, add call details and AI summaries, and open full calls in one click.

Updated this week

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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