Every quarter, we host our Kustomer Quarterly webinar to review all of the new product features and enhancements we’ve released in that current quarter to help our customers deliver exceptional customer experiences. During this webinar, our product experts break down the latest product updates, why they matter, and how they move us closer to our vision of AI-powered, human-first support. This year is already shaping up to be a big year with more than 50 new features released already.

We hosted our Summer 2025 release webinar on June 24th where we showcased our powerful new AI Agents for Reps product along with several new features to keep your customer service operations cool despite rising temperatures. 

Couldn’t join us live? Catch the Summer 2025 Release recap on-demand!

Product Investment Themes

Just like the previous Spring release, our latest product releases for Summer 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 Summer? Every feature in the Summer 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

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.

  • Multi-Party Conversations for Email: Supporting group scenarios—like family accounts or shared subscriptions—just got easier. With multi-party conversations for email, agents can now view all messages from multiple participants in a single, unified timeline. Messages are labeled with participant names and icons, and a dropdown shows everyone involved, making it simple to follow the conversation and respond with clarity.
  • Team Membership Filter Operator: Now you can filter your searches and reports to all conversations assigned to members who belong to a specific team, going beyond conversations assigned to specific users or teams. This adds the flexibility of customer service operations where team membership is dynamic rather than static.

Process Automation

Scale smarter. Our automation tools and AI Agent workflows help you reduce manual tasks and route conversations more efficiently.

  • Configurable After Call Work Time: After each call, agents often need time to wrap up—whether that’s tagging conversations or updating customer records. With our new After-Call Work Time feature for Kustomer Voice, admins can set a defined post-call period for agents to complete these tasks. 
  • Smarter AI Agent Activation with Message Attributes: Admins can now trigger AI Agent teams using message attributes like Body, From, and Subject—without relying on separate business rules. This simplifies setup and ensures AI handles the right conversations faster, based on context like email address or subject line.

Omnichannel Engagement

Support happens everywhere. We’re enabling consistent, AI-powered service across every channel—email, chat, forms, voice, and more.

  • Automated Call Recording Consent for Kustomer Voice: Call recording compliance just got easier. Kustomer’s new Automated Call Recording Consent embeds opt-in directly into your Kustomer Voice IVR, prompting customers to press a key to consent before speaking with an agent. This removes the need for manual consent requests, reduces errors, and creates a clear audit trail for regulatory compliance—especially valuable for teams operating under strict frameworks like GDPR.
  • Shopify Live Chat at Checkout Support: We’ve expanded our Shopify chat integration to provide continuous support throughout the entire checkout process. Now, customers can get real-time help—right when it matters most—reducing cart abandonment and boosting conversions. Whether it's a discount code issue or last-minute question, AI Agents or human agents can step in immediately via live chat on the Shopify checkout page, turning potential drop-offs into successful purchases and stronger customer trust.

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.

  • AI Agents for Reps: This June we launched AI Agents built directly into our agent desktop that serve as intelligent personal assistants to your service teams. These AI Agents are deeply integrated with our native CRM—giving support teams instant access to AI-powered customer summaries and intelligent response suggestions. These agents go beyond basic automation, using advanced reasoning grounded in real-world customer service scenarios to collaborate with your human reps to resolve complex issues. 
  • AI Agents for Reps Copilot Reports: Accompanying AI Agents for Reps, Copilot reports offer detailed metrics including AI Agent usage, recommendation acceptance rates, first-contact resolutions, and customer satisfaction scores, empowering continuous performance optimization.

There's Even More to Explore

We’ve packed a lot into this webinar—but it’s just a glimpse of this summer’s release momentum—there’s even more progress beneath the surface. Over the past three months, Kustomer shipped more than 25 new features designed to help teams deliver smarter, faster, and more flexible support. While our live session focused on the most transformative highlights, there’s much more worth exploring.

Additional enhancements include new iOS, Android, and React Native SDK releases that improve mobile performance and flexibility, advanced WhatsApp enhancements for deeper customer engagement, and upgraded search and reporting features that help teams find insights faster and optimize performance.

Be sure to check out the full release notes for a deeper dive into all the powerful updates we’ve launched:

Looking Forward

As we plan for our Fall 2025 release webinar, we look forward to highlighting new features that provide a smarter and more efficient way to service your customers. Stay tuned for our next Kustomer Quarterly at the end of September.