As a customer service leader, you’re always looking for smarter ways to support your customers—whether that’s through better tools, faster processes, or more impactful automation. But with the pace of innovation moving so quickly, it can be tough to keep up.
That’s why we’re launching Kustomer Releases—your new go-to resource to:
- Stay on top of the latest features and platform updates every quarter
- Get early access to upcoming AI and automation capabilities
- Discover best practices and tips from top-performing CX teams
Kustomer Releases is where you come to level up your support strategy—and deliver standout service with less effort.
What is “Kustomer Releases”?
Kustomer Releases is our new quarterly update program designed to keep you in the loop on everything new across the Kustomer platform—from powerful new features and tools to smarter ways to use AI in your customer service workflows.
Each release is packed with updates that reflect our product vision and roadmap, along with practical guidance to help you get the most out of what’s new.
We kicked things off with the Spring 2025 Release, and it’s just the beginning.
Every quarter, we’ll break down the latest product updates, why they matter, and how they move us closer to our vision of AI-powered, human-first support. And if this release is any indication—2025 is already shaping up to be a big year.
Couldn’t join us live? Catch the Spring 2025 Release recap on-demand!
The Themes Powering Our 2025 Roadmap
Kustomer’s latest updates aren’t just a collection of features—they’re part of a larger strategy to help support teams deliver more personalized, efficient, and AI-powered service. This quarter, our innovations align with four key themes that represent where customer experience is heading:
- Customer Data Management: Great service starts with great data. We’re making it easier to manage, secure, and act on customer data—whether for compliance, performance, or personalization.
- Process Automation: Scale smarter. Our automation tools and AI Agent workflows help you reduce manual tasks and route conversations more efficiently.
- Omnichannel Engagement: Support happens everywhere. We’re enabling consistent, AI-powered service across every channel—email, chat, forms, voice, and more.
- S.M.A.R.T. Customer Service: Service that’s strategic, measurable, adaptive, responsive, and tech-enabled. With AI and human-in-the-loop controls, your team can move from reactive to proactive support.
So what was launched this Spring?
Every feature in the Spring 2025 release ties back to one of four strategic themes guiding how Kustomer is evolving. These aren’t just buzzwords—they’re the foundation of a support experience that’s more intelligent, efficient, and human.
Customer Data Management: Turning clean data into smart service
Great service starts with great data. Whether it’s compliance, performance, or personalization, we’re giving teams more control over the data that powers their workflows. With automated data deletion rules, you can easily clear outdated records, keep your system lean, and reduce risk—no manual cleanup required.
This isn’t just about tidiness. A cleaner, more organized system means faster performance and sharper insights—making every customer interaction more meaningful.
This release also introduces HIPAA compliance for Kustomer Voice, including SMS, making it easy for healthcare organizations to handle sensitive communications securely and confidently. Now, regulated industries can use our native voice channel with built-in safeguards for ePHI.
Process Automation: Automation that actually gives you time back
Support teams today juggle endless tickets, tasks, and tools—and scaling that chaos isn’t sustainable. That’s why we’ve supercharged automation with powerful new updates to task workflows. You can now auto-assign conversations, update statuses, create spot-check tasks, and more—all directly in your workflow tree.
And if building logic sounds daunting, we’ve got you. Our revamped Workflow Helpers library now includes 50+ helpers to format data, calculate values, and check business hours—no dev skills required. It’s automation that actually saves time.
Omnichannel Engagement: AI that’s fluent in every channel
Customer expectations span channels—your AI should too. With our latest updates, AI Agents can now respond to form submissions via email, creating a seamless handoff from web form to inbox without human delay. It’s a simple but powerful way to bring consistency and speed across every touchpoint—email, chat, voice, forms, and beyond.
S.M.A.R.T. Customer Service: Smarter service, powered by smarter AI
Kustomer’s vision for service is strategic, measurable, adaptive, responsive, and tech-enabled. And this release takes us one step closer. Now, AI Agents can reference public web pages in addition to your help center—pulling in real-time info from your website, blog, or anywhere else your customers go for answers. It’s like giving your bots a curated internet just for your brand.
We’ve also enhanced Human-in-the-Loop routing, giving managers the ability to manually assign or reassign conversations to AI Agent Teams. Whether you’re managing surge volume or delegating to a topic-trained bot, you now have full control over when AI steps in.
And finally, the brand-new OpenAPI Tool unlocks a huge leap forward in automation. Your AI Agents can now make GET, POST, PUT, and DELETE API calls to third-party systems—automating everything from refund requests to CRM updates, without ever involving an agent.
But wait, there’s more!
We’ve also announced a whole new set of features and tools to transform your work. Here’s a list of some of the other features announced in our Spring ‘25 Release:
Latest Mobile SDK Releases
New versions of our iOS, Android, and React Native SDKs are now available, including iOS v5.0.8, Android v3.4.2, and React Native v2.6.0. These updates include performance enhancements, bug fixes, and expanded functionality for smoother mobile chat experiences.
Message Direction in Search Results
You can now see whether messages in search results are inbound or outbound. This small but mighty improvement helps you find the right messages faster—especially when scanning long threads.
Improved Pasting in Knowledge Base Editor
We’ve enhanced the article editor to clean up formatting when pasting from tools like Google Docs or Microsoft Word. Extra HTML is stripped away automatically, helping you keep content clean, readable, and consistent.
Expanded Language Support for Assistants
Conversational assistant templates are now available in French, Dutch, and German. This update makes it easier to build multilingual assistants using our pre-built flows—ideal for global support teams.
Improved Dialpad for Kustomer Voice
We’ve enhanced the dialpad experience for users navigating IVRs in Kustomer Voice. It’s now easier and more intuitive to interact with menus during voice calls, reducing friction for both agents and customers.
Accessibility Improvements for Chat SDK
We’ve made several updates to improve keyboard navigation and screen reader support in the chat SDK. This includes better heading structure, proper alt text, and removal of unnecessary content—making the chat experience smoother and more inclusive.
Amharic Language Support for Chat and Help Center
Kustomer now supports Amharic in both the chat experience and knowledge base. You can enable it in your localization settings and even create Amharic message snippets.
Data Deletion Limit Increased to 30,000 Records per Day
To help with high-volume cleanup, you can now delete up to 30,000 records per rule each day (up from 10,000). This applies to Conversations and KObject data through automated deletion rules.
Improved Sender Clarity in Multi-Party Email Threads
In email conversations, you’ll now see the actual sender of each message—even if they’re not the primary customer on the timeline. This enhancement currently applies to Postmark users with the latest app version and will roll out to Gmail soon.
Expanded Skills Support in Business Rules
You can now add or remove skills from a conversation using business rules—not just manually or through skill rules. This helps ensure conversations can be dynamically re-routed based on updated conditions or skill requirements.
Option List Sync for Forms
When you update values in number fields, single-line text options, or multi-level lists, those changes now sync automatically in forms. Previously, you had to manually re-add the updated field—now it just works.
New Search Update Controls
You now have the option to toggle whether your search results refresh automatically or manually. This gives you more control when reviewing data without unwanted result changes.
Default Search API Rate Limit
The Search API now has a default rate limit of 100 requests per minute (RPM).
New Apps in the App Directory
We’ve added several new integrations to the App Directory:
- Juble.io – Marketplace support consolidation
- AfterShip – Real-time shipment tracking
- Guru – AI-powered knowledge management
- Netomi Agent Assist – Real-time agent support
- TaskGPT by TaskUs – GenAI tools for efficiency
That’s a wrap (for now)
The Spring 2025 Release is packed with updates to help your team move faster, stay compliant, and deliver smarter, more connected support. From powerful automation to truly omnichannel AI, this is just the beginning of what we’ve got planned.
We’ll be back with even more in the next Kustomer Release—so stay tuned. Until then, explore the latest features, watch the Spring webinar on-demand, and get ready for a big year ahead!
And if you're wondering how to stay on top of all these exciting launches, we’ve got you covered! Check out our new Release Notes page, where you can find a breakdown of every update, organized by month.
Got a favorite feature? Let us know! Please tweet at @kustomer using #Spring25Release.
Thanks for being part of the Kustomer community!
