Kustomer

Datafly Signal delivers events to Kustomer server-to-server using the tracking identity + event API. Each event both identifies the customer (creating or updating their record by email or external ID) and records a named tracking event on their Kustomer timeline, giving support agents first-party behavioural context with no client-side script.

Prerequisites

Before configuring Kustomer in Signal you need your Kustomer organization name and an API key with the tracking role.

Configuration

Configure in Signal

1. Go to Integrations > Add Integration > Kustomer.
2. Select the Default variant.
3. Enter your org_name and api_key.
4. Select consent categories (typically marketing). Kustomer’s tracking API has no consent field, so Signal gates delivery on the visitor’s consent at the pipeline level.
5. Click Save.

API Endpoint

POST https://<org_name>.api.kustomerapp.com/v1/tracking/identityEvent
Authorization: Bearer <api_key>
Content-Type: application/json

A successful request returns 201 Created. The body carries an identity object (used to match or create the customer) and an event object (the tracking event recorded on the timeline).

Identity Signals

Kustomer matches each event to a customer using the identity object. When both email and externalId are provided, Kustomer resolves on email first and falls back to externalId, so supplying both gives the highest match and dedup rate.

How to send identity data

Call datafly.identify() when a user logs in, registers, or submits a form:

datafly.identify("user-123", {
  email: "jane.doe@example.com",
  name: "Jane Doe"
});

Signal carries these traits onto every subsequent event so each tracking event arrives already attached to the right customer.

Event Mapping

Signal’s GA4-style event names map to Kustomer tracking event names, and event properties land under event.meta.

Default preset

Meta key conventions

Kustomer enforces naming rules on event.meta keys, which the blueprint follows:

• Numeric values use keys ending in Num (e.g. revenueNum, priceNum, quantityNum).
• Date-time string values use keys ending in At (e.g. occurredAt).
• All other custom properties are free-form strings.

To customise, edit the integration’s Field Mappings in the Management UI — but keep the Num / At suffixes, or Kustomer will reject the event with 400.

Example: Order Completed event

Datafly.js call:

datafly.identify("user-123", {
  email: "jane.doe@example.com",
  name: "Jane Doe"
});
 
datafly.track("Order Completed", {
  order_id: "ORD-001",
  revenue: 129.99,
  currency: "USD",
  tax: 8.50,
  shipping: 4.99,
  coupon: "SUMMER10"
});

Kustomer payload sent by Signal:

{
  "identity": {
    "email": "jane.doe@example.com",
    "externalId": "user-123",
    "name": "Jane Doe"
  },
  "event": {
    "name": "Order Completed",
    "meta": {
      "orderId": "ORD-001",
      "revenueNum": 129.99,
      "currency": "USD",
      "taxNum": 8.50,
      "shippingNum": 4.99,
      "coupon": "SUMMER10",
      "anonymousId": "a1b2c3d4-...",
      "occurredAt": "2026-06-06T10:00:00Z"
    }
  }
}

Testing

1. Configure the integration with your org_name and api_key.
2. Trigger an Order Completed (or any mapped) event on your site after calling datafly.identify().
3. In Kustomer, open the customer by the email or external ID you sent. Their timeline should show the new tracking event within a few seconds.
4. Use Signal’s Event Debugger to inspect the exact payload Signal sent and the 201 response from Kustomer.

Troubleshooting