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Kustomer integration for Dimension Labs

This brings in each Kustomer conversation and its messages from every channel, customer and agent alike. You run it on your side: a small script pulls from the Kustomer API and posts each message to the universal API.

Read the setup guide › Start now ›
Platform
Kustomer
Type
Support desks
Connects by
Universal API
Setup
5 steps
Guide checked
2026-10-13, against Kustomer's documentation
[01] What comes acrossFrom Kustomer into one format

Every Kustomer message, in the same shape as everything else.

Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.

KustomerDimension Labs
message attributes.preview text

Kustomer's reference returns the message text in preview and doesn't say whether long messages are shortened, so compare a long email with the app before relying on it.

message relationships.customer.data.id userId

Kustomer's internal customer id, on both their messages and the agents' replies.

message attributes.direction incoming

true when direction is in, false when it is out.

conversation id sessionId

Kustomer ids have no colons.

conversation id conversationId

Same value as sessionId.

message attributes.sentAt, else attributes.createdAt dimensionlabs_timestamp

Convert with toMillis.

message attributes.channel; conversation attributes.status, tags, satisfaction platformJson

The customer id lets you join to customer data in Kustomer.

[02] How to connect KustomerUniversal API

5 steps. Then it runs on its own.

A small job on your side reads Kustomer through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.

Rate limits, per Kustomer, are per minute across all of your organization's API keys: 300 on Professional (legacy), 500 on Business (legacy), 1,000 on Enterprise and 2,000 on Ultimate. Searches by API keys have their own limit of 100 per minute. Going over returns 429 (rate limiting).

Open the full Kustomer guide ›
  1. 01Get API access in Kustomer
  2. 02Pull new conversations
  3. 03Map the fields
  4. 04Send it
  5. 05Run it

What you need

  • A Kustomer admin, to create an API key.
  • A Kustomer API key with roles that allow search, conversation read and message read (for example org.permission.search.create, org.permission.conversation.read and org.permission.message.read).
  • A Dimension Labs API key for a new Universal API source.

[03] What you can ask

Questions teams answer with Kustomer data.

  • Which ticket themes come before a cancellation?
  • What drives repeat contacts this month?
  • Which issues take the most agent time, by reason?
[04] More support desksAll integrations ›
ZendeskSalesforceFreshdeskHubSpotGorgiasFrontHelp ScoutGladlyGongQualtrics
Not just these Any platform with an API connects the same way.

Kustomer integration questions

Does Dimension Labs integrate with Kustomer?

Yes. A small job on your side reads Kustomer through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Kustomer's documentation on 2026-10-13.

What Kustomer data does Dimension Labs bring in?

This brings in each Kustomer conversation and its messages from every channel, customer and agent alike. You run it on your side: a small script pulls from the Kustomer API and posts each message to the universal API.

What do I need to connect Kustomer?

A Kustomer admin, to create an API key. A Kustomer API key with roles that allow search, conversation read and message read (for example org.permission.search.create, org.permission.conversation.read and org.permission.message.read). A Dimension Labs API key for a new Universal API source.

How often does Kustomer data update?

Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.

Can I connect a platform that is not Kustomer?

Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.

Dimension Labs/Start with one file From $299 a month

Stop reporting. Start understanding.

Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.

Start now › See pricing ›