Kustomer world
A local Kustomer with customers, conversations, a timeline per customer, queues, shortcuts and business rules. Test the agent that routes, merges customers and moves conversations to done.
ConversationsTimelinesRoutingMergesShortcuts
- Dana LeeOrder arrived lateSecond time this month, VIP customer.
- Dana Lee (dlee@)Same issue, other emailWriting from my work address.
- Dana LeighChange my planDifferent person, similar name.
- Kim ParkTracking link brokenThe link in the email 404s.
- Ortiz LabsBulk order statusChecking on PO 5512.
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Kustomer. Seeded, local, yours to break.
Seeded records
- customers
- 45, five with duplicate records
- conversations
- 50 across open, snoozed and done
- queues
- General, Orders, VIP
- shortcuts
- 12 reply shortcuts
- business rules
- Route VIP by customer tag
Agent jobs you can test
- Route a conversation to the right queue
- Merge duplicate customer records
- Reply with a shortcut and mark done
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Route to a queue
conversation queue and assignedUsersSends a non VIP conversation to the VIP queueMerge customers
customer records, emails and timelineMerges two different people with similar namesMark done
conversation statusMarks done before the shortcut reply is sentSnooze
snooze timeSnoozes past the SLA windowExample test
Describe the job. Review the checks before anything runs.
Clean up the General queue. VIP customers move to the VIP queue. Merge customer records only when the email or phone matches. Reply with a shortcut before marking anything done.
- 01Dana Lee conversation in VIP queue
- 02Dana Lee records merged by matching phone
- 03Dana Leigh still a separate customer
- 04No conversation done without an outbound reply
- 05Ortiz Labs conversation still snoozed
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
429 on the conversations endpointfires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
