> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/tutorial/deploy/kustomer.md).

# Kustomer

Deploy Aissist in Kustomer - install the Aissist app, sign in, choose the queues it manages, set the actor, escalation and handover rules.

*Last updated: October 25, 2026*

Deploy Aissist in Kustomer so it answers conversations in the queues you choose, tags them, and hands over to your team. Read [Deploy](/tutorial/deploy.md) first for the steps every gateway shares.

### Prepare Kustomer

* Pick or create the teammate Aissist will answer as. A dedicated teammate works best.
* Route the conversations Aissist should handle into one queue.

### Install the Aissist app and connect

The Aissist app must be installed in Kustomer before the connector can sign in.

1. In Kustomer, open the app listing and install the **Aissist** app. The direct link is `https://your-org.kustomerapp.com/app/channels-and-apps/app-listing/aissist`, with your org name in place of `your-org`. Make sure you click **Install**.
2. In Aissist, go to **Deploy → Gateways**, click **Add Gateway** and choose **Kustomer**.
3. On **Connect**, choose a Kustomer connector, or create one and click **Save and sign in with Kustomer**.

The gateway's **Connect** tab also shows **Step 1: Install app in Kustomer**: enter your **Org Name** and it gives you the same **Install Link**. The connector keeps the sign-in fresh.

### Set up the agent

* **Managing Points**: the queues Aissist manages. Aissist only processes conversations in these queues, unless a conversation is already assigned to another teammate.
* **Stop at the following tag(s)**: tags that make Aissist skip a conversation. Use it rarely.
* **Actor**: the teammate Aissist answers as (required).
* **Escalation**: the queue that gets a conversation when Aissist escalates. If empty, Aissist only unassigns itself.
* **Handover Rules**: map sub-agents to queues, so each workflow hands over to the right team.
* **Chat ONLY**: the thinking message and handover message.

No additional steps are needed in Kustomer.

### How Aissist works in Kustomer

Aissist replies using your instructions, assets and actions.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2FU1OnOcN2k62ob1pWIjl4%2FScreenshot%20from%202026-03-10%2019-07-17.png?alt=media&amp;token=8f28b920-3d56-43ca-a25e-31b58417433d" alt=""><figcaption></figcaption></figure>

It applies tags to help organize conversations and trigger follow-up.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2F76WK7OajWaxB3qF2E2Eh%2FScreenshot%20from%202026-03-10%2019-06-10.png?alt=media&amp;token=a59a0a6f-9b06-4557-9ce3-62fed8a03451" alt=""><figcaption></figcaption></figure>

When a human should take over, Aissist summarizes the conversation and hands it to the escalation queue or the queue of the matching handover rule.

<figure><img src="https://301624521-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyKHM836KGDAfAWvw6XL6%2Fuploads%2FTgSBJe4c7Z9ymDiBzHo4%2FScreenshot%20from%202026-03-10%2019-07-08.png?alt=media&amp;token=f7901583-35df-4ca3-9fb6-45d43d25a31d" alt=""><figcaption></figcaption></figure>

### Do it with Ask Engine

> Which queues does our Kustomer gateway manage, and is its connection still valid?

Ask Engine answers from the gateway's settings.

### Best practice

* Install the Aissist app before signing in on the connector.
* Start with one queue and a dedicated teammate as the actor.
* Use handover rules so each workflow lands in the right queue.

### Related

* [Deploy](/tutorial/deploy.md)
* [Escalation and Handover](/capabilities/escalation-and-handover.md)