Solidroad + Kustomer Integration Guide

Last updated: July 17, 2026

Automatically evaluate your Kustomer conversations using Solidroad's scorecards. This guide walks you through connecting Kustomer, then running quality assurance (QA) at scale.

Before you start: You'll need a Kustomer admin account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Kustomer integration does

The Kustomer integration pulls your conversations (across email, chat, SMS, and voice) directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of conversations in a single session — surfacing performance insights, coaching opportunities, and trends across your whole team.

Step 1: Turn on the Kustomer integration

Enable Kustomer from within Solidroad so it can request access to your conversation data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Kustomer and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Kustomer data.

What to do:

  1. When the access prompt appears, sign in to Kustomer and approve the integration (or paste your Kustomer API key if prompted).

  2. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the conversations you want to score. Without it, no conversations will be available in your evaluations.

How to run QA on Kustomer conversations

Solidroad scores Kustomer conversations across all connected channels.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Kustomer is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which conversations are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, channel, or queue.

  2. Optionally, use custom attributes (such as tags or priority) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when multiple people handled a single conversation.

  2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every conversation included in the evaluation.

  • The middle panel shows the full Kustomer conversation — messages, internal notes, and recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Kustomer toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Kustomer admin account and your API key is valid.

  • No conversations appearing? Review your filters and conditions — widen the date range or loosen filters so they match your current Kustomer data.

Now that Kustomer is connected, you can score conversations in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.