Can you trust the numbers in Kustomer?

What does Kustomer keep track of?

• Kustomer keeps a record of how long agents spent working on each customer conversation.

  In Kustomer's own words: Conversation time records how long agents actively spent working on a conversation in Kustomer. Core resources v2 API, read 2026-11-12.

• Each customer conversation in Kustomer carries its own status, priority, owner, queue, tags and service target.

  In Kustomer's own words: It holds the workflow state agents care about: status, priority, assignment, queue, tags and SLA. Conversations and messages, read 2026-11-12.

What can make Kustomer's numbers look wrong?

1. A count built from Kustomer search can come up short for older history, because, as its developer docs say, search only reaches records updated in the past two years.

   In Kustomer's own words: Search covers records updated in the past two years. Search, read 2026-11-12.

2. A conversation that just came in may not show up in a search count straight away, since Kustomer's developer docs say its search index can trail new records.

   In Kustomer's own words: Results reflect the search index, which can lag writes by a moment. Search recipes, read 2026-11-12.

3. A day's count can shift by some hours of conversations when no time zone is set, because Kustomer's developer docs say a plain date is then read in GMT rather than local time.

   In Kustomer's own words: A local date is interpreted in timeZone, or GMT if you omit it. Search, read 2026-11-12.

4. The number of resolved conversations can go down after the fact, since Kustomer, as its developer docs explain, usually reopens a done conversation when the customer writes again.

   In Kustomer's own words: A new inbound message usually reopens it. Conversations and messages, read 2026-11-12.

How do I check Kustomer's numbers myself?

1. When a search has too many conversations to list at once, splitting it into smaller date windows lets every one be counted.

   In Kustomer's own words: For bigger result sets, window the query by updated_at and run one search per window. Search, read 2026-11-12.

2. When checking how many conversations are waiting, counting snoozed ones apart from the rest gives a truer picture of the live backlog.

   In Kustomer's own words: Snoozed items stay in the queue with paused: true but aren't routed, so count them separately. Manage queues and routing from code, read 2026-11-12.

How does Kustomer work with Feder?

Connect Kustomer to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Kustomer.

When you connect Kustomer, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.

Other apps that feed Experience

• Fairingsurvey responses
• Pendopoll responses

Questions owners ask about Kustomer

• Why are more conversations waiting in my Kustomer queues?Work goes only to agents who are signed in, available and have room, so fewer agents online can leave more conversations waiting.
• Why did first response time jump in Kustomer?If an automated assistant handles a customer's first message, first response time is measured from when the conversation enters the queue instead.
• Why did my Kustomer satisfaction score drop?Kustomer places each survey on the day it went out, not the day the customer answered, so a day's score is built from that day's surveys whenever the answers arrive.

See every connection.

Where do these answers come from?

Everything this page says about Kustomer comes from Kustomer's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.