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 + “Show more”)
Time to complete: 5–10 minutes
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
In Consio, go to Settings → Integrations.
Search for Kustomer.
Click Install.
Complete the Kustomer authorization flow and approve the requested permissions.
Step 2 - Make a test call
Place a quick inbound test call to your Consio number (or trigger a short outbound call).
Hang up after a few seconds.
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 + “Show more”)
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 (not just ringing / missed before
Caller not attached
Make sure the phone number (and/or email, depending on your matching rules) exists on the Kustomer customer profile.
Check number formatting (E.164 is recommended).
“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.
FAQs
Does it work if my team is offline?
Yes. Calls, logging updates, and AI summaries will still flow into Kustomer so agents can follow up later with full context.
Can I disable auto-creation for certain calls?
Yes. Use Consio’s integration settings and rules to control when conversations are created/updated and what gets posted.
How are revenues tracked?
Calls, summaries, and Shopify events live on the same timeline in Consio; your team can attribute sales from call to checkout.
What permissions does Kustomer request?
Minimum scopes required to create/update conversations and post messages, and link customer context. You’ll review and approve during OAuth.
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