Pull from Kustomer
The Pull from Kustomer step retrieves conversations and configuration data from your Kustomer account so you can build dashboards, measure team performance, and connect support data to the rest of the business.How to authenticate
Kustomer uses API key authentication. You’ll generate a token in your Kustomer dashboard and paste it into Parabola.Generate a Kustomer API token
Log in to Kustomer as an administratorGo to your Kustomer account and navigate to Settings → Security → API Keys.
Create a new API keyClick Add API Key, give it a descriptive name like “Parabola integration,” and select the appropriate roles. For read-only Parabola flows, the
org.user.conversation.read and org.user.klass.read permissions are sufficient. Copy the token — it’s only shown once, so store it somewhere secure before closing the window.Connect in Parabola
Available data
The Pull from Kustomer step covers the resources most support and ops teams need for reporting and configuration audits.- Conversations — support conversations with their status (open or ended), creation timestamp, last message timestamp, and a preview of the most recent message. Filter by date range or sort order to narrow results.
- Teams — the support teams in your Kustomer organization, with team names and IDs. Useful for joining conversation data to team-level performance metrics.
- Klasses — Kustomer’s custom data object definitions, including their display name, internal name, and status (enabled, existing only, or disabled). Klasses define how structured data like orders or subscriptions are attached to conversations.
- Klass by ID — detailed metadata for a single Klass, retrieved by its unique identifier. Use this to inspect or document a specific custom object type.
- Routing queues — the queues used to route incoming conversations to the right teams or agents, with queue names and IDs.
Common use cases
- Track agent and team performance: Pull conversations with timestamps, join to team data, and calculate first-response time, resolution rate, and volume by team. Push the result to Google Drive, Smartsheet, or a Slack morning summary.
- Tie support volume to orders: Join Kustomer conversations with order data from Shopify, Amazon Seller Central, or Squarespace on customer ID to surface which products and SKUs drive the most support load.
- Audit your Klass and routing configuration: Pull all Klasses and queues into a spreadsheet to document your Kustomer setup, catch disabled objects still referenced in flows, and maintain an ops runbook.
- Send Kustomer data to your data warehouse: Push conversations and team data into Snowflake, BigQuery, or Redshift for long-term cohort analysis, retention modeling, and cross-team BI.
- Build a daily CX briefing: Pull yesterday’s conversations filtered by
updatedAtAfter, calculate open vs. closed counts by queue, and send the summary to a Slack channel or export it to Google Drive for the standup. - Alert on conversation backlog: Schedule a flow to run hourly, count open conversations per queue, and trigger a Slack alert or Twilio SMS when any queue exceeds a threshold.
Tips for using Parabola with Kustomer
- Filter by date to keep runs fast. Use the Updated after date/time filter to pull only conversations that changed since your last run. Pulling everything on a large Kustomer account can be slow — incremental pulls are faster and stay well within API limits.
- Join teams and queues to conversation data. Conversations return team and queue IDs. Pull teams and queues in separate steps and use a Join step to replace IDs with readable names before sending to a report or dashboard.
- Pull Klasses to document your data model. If your team has built custom Kustomer objects (orders, subscriptions, returns), the Klasses endpoint gives you a clean inventory of what’s configured and whether it’s still active.
- Schedule to match your reporting cadence. Hourly for live ops dashboards and backlog monitoring, daily for performance reports, weekly for trend analysis.
- Use Checks and Alerts. Add a Check step after the Pull from Kustomer step to flag unexpected row counts or missing values — for example, if a queue stops receiving conversations entirely.
- Store your API token securely. Kustomer tokens grant access to all data the associated roles can read. Store the token in a secure credential manager and rotate it if team membership changes.