Kustomer + Iterable Integration

Kustomer is an omnichannel customer experience and support platform that lets you talk to your customers where they want to connect: email, phone, chat, social, and messaging apps.

The Kustomer + Iterable integration lets you send user attributes and events from Kustomer to Iterable and use them to personalize and trigger campaigns. You can also send user data from Iterable to Kustomer in order to provide helpful context during support conversations.

You can send any user data or events that you track in Kustomer to Iterable — the sky’s the limit!

Before you begin

This article uses an example that shows how to send data about a conversation you had with a user in Kustomer to Iterable, where you can use it in a transactional campaign (maybe one that thanks the user for contacting you).

In this example, you should replace the values used for eventName, dataFields, and displayName with your own custom event data. In addition, this example uses placeholders to represent IDs that you define however your organization assigns unique IDs – assign them as you normally would, making sure that they sync as they do here (for example, everywhere you see <YOUR_ID_1> you might use a value like Le7rGj0bu).

For more information, see POST /api/events/track and POST /api/users/update.

NOTE

Email-based projects require the email data field, user ID-based projects require the userId field, and hybrid projects require one of either of these fields (though we recommend that you use the userId field if it’s available).

Sending data from Kustomer to Iterable

In Iterable

Step 1: Create an API key

Go to Integrations > API Keys.
Click New API Key.
Give your API key a name (for example, "Kustomer Integration") and select JavaScript.
Do NOT check the box for Require JWT authentication.
Click Create.
Copy the API key to your clipboard.

IMPORTANT

Store your API key in a safe location. Once you close this menu, you won't be able to view the full API key again.

In Kustomer

Step 1: Create a new workflow

Click Import Workflow.
Enter the following for your JSON file. (Remember to replace variables and custom values with your own data.)

{
  "description": "sending data from Kustomer to Iterable as custom event",
  "name": "kustomer-to-iterable",
  "steps": [
    {
      "transitions": [
        {
          "target": "<YOUR-ID-1>",
          "condition": {
            "op": "true",
            "values": [
              true
            ]
          }
        }
      ],
      "errorCases": [],
      "id": "<YOUR-ID-2>",
      "action": "kustomer.customer.find",
      "appVersion": "kustomer-^1.9.6",
      "params": {
        "identifier": "/#steps.1.customer"
      }
    },
    {
      "transitions": [],
      "errorCases": [],
      "id": "<YOUR-ID-1>",
      "action": "kustomer.rest-api.json",
      "meta": {
        "displayName": "Call Iterable trackEvent API",
        "description": "send data from Conversation to Iterable as Custom Event"
      },
      "appVersion": "kustomer-^1.9.6",
      "params": {
        "headers": {
          "api-key": "<YOUR-ITERABLE-API-KEY>"
        },
        "uri": "https://api.iterable.com/api/events/track",
        "method": "POST",
        "data": {
          "email": "/#steps.<YOUR-ID-2>.emails[0].email",
          "eventName": "<YOUR-CUSTOM-EVENT-NAME-1>",
          "dataFields": {
            "conversationId": "/#steps.1.id",
            "conversationName": "/#steps.1.name",
            "conversationPriority": "/#steps.1.priority",
            "conversationStatus": "/#steps.1.status"
          }
        },
        "json": "/#steps.<YOUR-ID-2>.emails[0].email"
      }
    }
  ],
  "trigger": {
    "transitions": [
      {
        "target": "<YOUR-ID-2>",
        "condition": {
          "op": "true",
          "values": [
            true
          ]
        }
      }
    ],
    "eventName": "<kustomer.conversation.create>",
    "id": "1",
    "appVersion": "kustomer-^1.9.6"
  }
}

Click Options > Workflow Variables.
Create a new workflow variable, and enter the following values:
- Name — Iterable_Key
- Value — The Iterable API key you created earlier
Save the workflow.
Open the third step of your workflow. By default, this step calls Iterable's POST /api/events/track API endpoint. However, you can change the request URL as needed (see the note box below).
NOTE

Your Kustomer workflow should call one of the following Iterable API endpoints, depending on what you're trying to accomplish:
- POST /api/events/track — Tracks an event in Iterable (for example, when you create a conversation). The pre-configured workflow above uses this endpoint. The URL for this endpoint is: https://api.iterable.com/api/events/track.
- POST /api/users/update — Updates a user's profile in Iterable. If you update your workflow to use this endpoint, you'll need to reformat the JSON in the Data section of the workflow interface to match the endpoint's requirements. The URL for this endpoint is: https://api.iterable.com/api/users/update.
Open the Headers section, and set api_key to your Iterable API key.
(Optional) While you have this step open, edit the data fields you want to send to Iterable, as needed.
(Optional) Add any additional workflow steps you need.
Save the workflow, and turn it on.

Sending data from Iterable to Kustomer

In Kustomer

Step 1: Create a webhook

Create a new inbound webhook.
For Type, select Web.
Save the webhook, and copy its URL (you'll need it in a later step).

Step 2: Create an API key

Create a new API key.
For Roles, enter org.hooks.
For Expires, select No Expiration.
Save your API key.

IMPORTANT

Store your API key in a safe location. Once you close this menu, you won't be able to view the full API key again.

Creating a Kustomer API Key

Step 3: Create a new workflow

Click Import workflow.

Enter the following for your JSON file. Remember to replace variables and custom values with your own data (for example, everywhere you see <YOUR_ID_3> you might use a value like qBQ88EARK) and add additional custom Iterable fields (like brandAffinityLabel and predictiveGoals) as needed.

{
  "description": "Iterable Webhook triggers Kustomer to update Customer",
  "name": "iterable-to-kustomer",
  "steps": [
    {
      "transitions": [
        {
          "target": "<YOUR-ID-3>",
          "condition": {
            "op": "true",
            "values": [
              true
            ]
          }
        }
      ],
      "errorCases": [],
      "id": "<YOUR-ID-4>",
      "action": "kustomer.customer.find-by-email",
      "appVersion": "kustomer-^1.9.2",
      "params": {
        "email": "/#steps.1.attributes.data.email"
      }
    },
    {
      "transitions": [],
      "errorCases": [],
      "id": "<YOUR-ID-3>",
      "action": "kustomer.customer.update",
      "appVersion": "kustomer-^1.9.2",
      "params": {
        "id": "/#steps.<YOUR-ID-4>.id",
        "externalId": "/#steps.1.attributes.data.userId",
        "email": "/#steps.1.attributes.data.email",
        "phone": "/#steps.1.attributes.data.phoneNumber",
        "name": "/#steps.1.attributes.data.firstName",
        "custom": {
          "brandAffinityLabelStr": "/#steps.1.attributes.data.brandAffinityLabel"
        }
      }
    }
  ],
  "trigger": {
    "transitions": [
      {
        "target": "<YOUR-ID-4>",
        "condition": {
          "op": "true",
          "values": [
            true
          ]
        }
      }
    ],
    "eventName": "<kustomer.hooks.web.632a005eca880258393a4ed9.receive>",
    "id": "1",
    "appVersion": "hooks-^1.0.0"
  }
}

Open the first step of the workflow, and update it to point to the new inbound webhook you created earlier.
Save the workflow and enable it.