Kustomer now pulls messages from shared Slack Connect channels into its inbox. Teams can route and assign these conversations, track SLAs and report on them alongside email, chat and voice.
Agents reply from Kustomer without leaving the tool and do not need Slack licenses. Each reply posts back into the Slack channel.
Concierge, Kustomer's AI agent, answers customer questions directly in the shared channel. It brings in a human agent when a conversation needs one.
The post does not give pricing, plan availability or a release date. Setup steps are in the guide linked from the announcement.