Kustomer

The timeline shows everything. Routing still has to decide what matters.

Q: Is it Kustomer AI or IQ?

Kustomer AI is the current brand and IQ is legacy. KIQ Conversations was retired on June 30, 2025, KIQ Customer Assist and Agent Assist are now AI Agents for Customers and AI Agents for Reps, and Signals launched on April 2, 2026.

Q: Who owns the configuration when you leave?

You do, documented. Smart Instinct does not hold the keys.

Smart Instinct is a helpdesk implementation and AI agent setup agency. We configure Kustomer end to end: objects, workflows, queues and routing, Kustomer AI, and the reporting that makes a conversation timeline operationally useful.

Get a fixed price Or start with the $500 audit

Builds from $3,750. Last updated August 1, 2026.

What we configure

Kustomer's timeline is the reason to buy it. Seeing everything is not the same as knowing what to work next, and that gap is a routing problem, not a data problem.

The object model, so customer and order data land on one screen without duplicate records.
Queues and skills-based routing that decide priority rather than showing everything at once.
Workflows consolidated rather than cloned again for each new edge case.
Kustomer AI configured with guardrails, grounded only in content you have approved.
Shortcuts and templates audited for contradictions.
Reporting that turns a timeline into numbers leadership can act on.

Best for

The conversation timeline is central to how your team works.
You need customer and order data on one screen.
You want workflows consolidated rather than cloned again.
You want a fixed price and a documented handoff.
Someone internal will own the configuration afterward.

Not a fit if

You want a guaranteed deflection percentage in the contract.
You want a partner to hold the keys permanently.
You need agent staffing or BPO.
Your budget is under $500, which is the audit floor.

What it costs

The same numbers as every other page on this site. Pricing does not vary by platform.

Audit, $500 flat. One helpdesk, one to two weeks, credited toward any project booked within 30 days.
Essential build, $3,750. One platform, one channel, up to 2 integrations, one brand, no migration. Two to four weeks.
Professional build, $7,500. Multi-channel, up to 5 integrations, 2 brands, AI that takes actions, 90 days of history moved. Three to five weeks.
Premium build, $12,500. Up to 2 platforms, 3 brands, 8 integrations, full migration to 250,000 records. Four to six weeks.
Retainers from $800 a month. Migrations from $3,500. Enterprise from $25,000.

Each tier is a fixed price for the scope limits listed, not for a company of a given size. Past a limit: $1,250 per integration, $2,500 per brand, $3,750 per platform. Agent counts are guidance, not a rule.

Questions we get on the call

Is it Kustomer AI or IQ?

Kustomer AI is the current brand. IQ is legacy. KIQ Conversations was retired on June 30, 2025, and KIQ Customer Assist and Agent Assist are now AI Agents for Customers and AI Agents for Reps. Signals launched on April 2, 2026. If a vendor or agency is still selling you IQ, they have not looked at the product this year.

How fast do I get a price?

On the scoping call. A fixed price, not a range.

How long does a build take?

Two to four weeks on Essential, three to five on Professional, four to six on Premium.

Who owns the configuration when you leave?

You do, documented. We do not hold the keys.

Bring your worst tickets.

Thirty minutes, no charge. We will tell you what it costs to fix them, or that it is not worth fixing yet.

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