Auto-triage new Kustomer conversations before an agent replies

I want every new Kustomer conversation triaged automatically before a human agent picks it up. Trigger this with a webhook: Kustomer supports outbound webhooks that subscribe to Conversation Create events, so a new conversation being created in Kustomer should start the workflow. The webhook payload gives you the conversation id to work from.

First, gather the full picture. Use Kustomer Get Conversation by ID to pull the conversation itself, then Get Messages by Conversation to read the customer's actual words rather than just the subject line. Use Get Customer by ID to load the requester so you know who they are. Then call Get Conversations by Customer to look at their recent history and work out whether this person has already contacted us recently about the same thing. Treat it as a repeat contact when a recent conversation covers substantially the same issue, not merely because they have written in before.

Based on everything you read, assign a severity. P1 is for outages, service being down, payment or billing failures, legal threats, and any signal the customer is about to churn or cancel. P2 is for problems that block the customer from doing what they are trying to do, but where the product is otherwise working. P3 is for questions, how-to requests, and general feedback. If a case sits between two levels, choose the higher one and say why in the note. Also pick a small number of topic tags describing what the conversation is actually about, for example billing, outage, integration, onboarding, or cancellation.

Write the result back into Kustomer. Use Update Conversation to set the severity and the topic tags on the conversation so the support team can filter and sort by them. Then use Create Note by Conversation to post a short internal triage summary: a one-line statement of the issue in plain language, the severity you assigned and the reason for it, whether this is a repeat contact and what the earlier conversation was about, and anything the agent should know before replying. Keep the note to a few lines. It is a running start for the agent, not a transcript.

Finally, alert the team in Slack using Send a Message. Route by severity: P1 goes to the escalations channel, and P2 or P3 go to the general triage channel. Every alert should carry the customer name, the one-line issue summary, the severity, and whether this is a repeat contact. Make the repeat contact flag visually obvious, since a customer writing in twice about the same unresolved problem is the thing most worth catching. Include a link back to the conversation in Kustomer so an agent can jump straight to it. Keep alerts to a few lines and use Slack formatting, where bold is written with single asterisks.

One hard rule: this workflow must never send anything to the customer. It writes internal notes and Slack alerts only. Do not create or reply to customer-facing messages in Kustomer, and do not use any operation that would add a message to the conversation. Per Kustomer's own documentation, creating a message records an instance on the conversation timeline, so stay strictly on notes plus Slack. A human always sends the first reply. If anything fails, for example the customer cannot be loaded or the history lookup returns nothing, still post the Slack alert with whatever you do know and say plainly in the note which part was unavailable, rather than silently skipping the triage.