Your Kustomer runbook is probably two renames behind

Kustomer has been through more ownership and branding changes than most helpdesks its size, and the vocabulary shows it. If your internal documentation says Kustomer IQ, it was written against a brand that no longer appears anywhere in the product.

We will be honest: an earlier draft of this post was itself out of date, because the names moved again while we were writing it. That is the whole point of the post.

The current names

• The umbrella term is Kustomer AI. Kustomer IQ and KIQ are legacy and appear only in old help articles.
• KIQ Customer Assist is now Concierge. The old product URL redirects straight to the Concierge page. This is the customer-facing autonomous agent.
• KIQ Agent Assist is now Envoy. This is the copilot your reps use.
• The current AI menu is Concierge, Envoy, Architect and Data Explorer.
• AI Agent Studio is real and current. It is where you design agents without a developer.

An intermediate rename to AI Agents for Customers and AI Agents for Reps did exist. It has already been superseded. If your notes use those, they are from roughly 2025.

The detail that costs money

You will read in places that Kustomer's HIPAA business associate agreement is available on request. That is not quite right, and the gap matters.

Eligibility is tied to plans. You need an Enterprise or Ultimate subscription with the paid HIPAA add-on package. The agreement itself is arranged through an account executive, but you cannot request your way onto it from any plan.

Scoping a healthcare build on the assumption that compliance comes free is one of the more expensive mistakes available, because it changes which platforms you are allowed to consider at all.

The real problem is not the name

Renames are a symptom. The underlying issue is that helpdesk configuration gets documented once, at go-live, and then never again. Two years later the timeline shows everything, routing still sends everything to one team, and nobody can say which topic drove the volume because the fields were optional.

• Workflows accumulate near-duplicates because cloning is faster than reading.
• Queues and skills reflect the org chart from the year they were built.
• Reporting counts conversations without being able to say what they were about.

What to do with a stale runbook

Do not rewrite it cover to cover. Rank it. Fix the parts your team reads weekly, correct the product names so search works, and mark the sections that are historical rather than current.

A document that admits what it does not know is more useful than one that is confidently out of date.

Verified against

• Kustomer product pages for Concierge, Envoy and AI Agent Studio, including the redirect from the retired Customer Assist URL.
• Kustomer HIPAA page, which ties eligibility to Enterprise or Ultimate plus the paid add-on.

Checked against Kustomer's own site on August 6, 2026. The retirement date sometimes quoted for KIQ Conversations could not be confirmed on Kustomer's own pages, so we have left it out.