Kustomer to Unthread is a model-translation project: use API extraction (not CSV), flatten KObjects into Ticket Type Fields, and budget 1–4 weeks depending on volume.
Migrating from Kustomer to Unthread requires translating a customer-centric CRM data model—where Conversations, Messages, Notes, and KObjects all hang off a unified Customer record—into Unthread's Conversation-centric, Slack-native architecture. There is no native migration path, import wizard, or pre-built connector between the two platforms; every approach requires custom extraction, transformation, and loading. KObjects (Kustomer's freeform custom objects) have no equivalent in Unthread, message CSV exports contain only previews rather than full bodies, and Kustomer's signed S3 attachment URLs expire within 15–60 minutes, making automated re-hosting essential. Kustomer's API rate limit of 100 RPM and 100-page pagination cap necessitate date-range windowing for large datasets, with 50K+ conversation extractions requiring 70–100 hours of continuous API time.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
TL;DR — Kustomer to Unthread Migration
A Kustomer to Unthread migration is a medium-to-high complexity data-model translation project. Kustomer's omnichannel, customer-centric timeline — where Conversations, Messages, Notes, and KObjects all hang off a unified Customer record — must be restructured into Unthread's Conversation-centric, Slack-native model. The biggest risks: KObject data loss (Unthread has no equivalent of freeform custom objects), incomplete message extraction (CSV exports only include previews, not full bodies), and attachment URL expiry (Kustomer's signed S3 URLs expire within approximately 15–60 minutes). Kustomer's machine-user API rate limit defaults to 100 RPM, and its Search API caps at 100 pages per query — requiring date-range windowing for large datasets. There is no native migration path between these platforms. Teams with under 5,000 conversations and no KObjects can self-serve with scripts in 1–2 weeks. Migrations of 50K+ conversations at 100 RPM with ~8 messages per conversation require approximately 70–100 hours of continuous API extraction time alone — plan accordingly. Anything larger or more complex benefits from a managed migration service.
Kustomer's Business Rules, Workflows, Saved Searches, and routing queue settings are not
Kustomer's Business Rules, Workflows, Saved Searches, and routing queue settings are not included in any export format. Document these manually — screenshot workflow conditions and actions, copy snippet text, note SLA thresholds — before you cancel your subscription. Kustomer provides no read-only access period after the subscription ends. (help.kustomer.com)
There is no lossless way to migrate complex KObject schemas to Unthread
If your agents rely on KObject data during ticket resolution, evaluate whether Unthread's Ticket Type Fields can support your workflow before committing to the migration.
The runbook
Work top to bottom. Tick steps as you go — your progress is saved in this browser.
01 Discovery Establish why you are moving, what "done" means, and who signs off.
Objective A written scope with agreed success criteria, a named owner per workstream, and a budget approved by finance.
Keep these open
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Pull the real numbers out of Kustomer
Export counts for tickets (open and closed separately), contacts, organisations, attachments, macros, triggers, automations, views and SLA policies. Note the oldest ticket date — history depth drives the whole timeline. Estimating from memory is the single most common cause of a blown migration window.
Data Profiler Get real record counts instead of estimating from memory -
Decide what history actually moves
Agree a cut-off with the support lead: all history, last 24 months, or open tickets plus a read-only archive. Every extra year of closed tickets adds API time and cost without adding much agent value. Get this in writing — it is the decision people relitigate mid-cutover.
A "move everything" default is what turns a two-week migration into a two-month one.
COI & ROI Calculator Build the 36-month business case you will need for sign-off -
Confirm Unthread can hold your support model
Walk your current workflow through Unthread: multi-brand, business hours, SLA targets, CSAT, side conversations, public vs internal notes, and any channel you depend on (voice, chat, WhatsApp, social). List anything with no native equivalent — those are project risks, not configuration details.
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Build the business case
Model licence delta, migration effort, agent retraining, and the cost of staying put (Cost of Inaction). Executives approve a number, not a plan, and you will be asked for it again at the go/no-go.
Helpdesk Migration Planner Turn ticket volume into a dated Kustomer → Unthread timeline -
Name owners and set the go/no-go date
One named owner each for data, configuration, integrations, and agent enablement, plus a decision-maker who can call a rollback. Put the go/no-go meeting in calendars now, 48 hours before the freeze.
Kustomer → Unthread specifics
- Slack-native workflow
- B2B SaaS teams already working in Slack want their ticketing system there natively instead of forcing context-switches to a separate CRM UI. Unthread manages Slack Connect channels as a first-class support surface; Kustomer treats Slack as a secondary integration.
- Simplicity over CRM depth
- Kustomer's KObject/Klass data model is powerful but heavy — it requires dedicated administrators. Teams that don't need custom CRM objects want a leaner tool tailored for engineering and product-led support.
- Cost structure
- Kustomer requires annual contracts with an 8-seat minimum and quote-based pricing. Unthread's pricing aligns better with smaller B2B teams managing fewer, higher-value accounts.
- Internal support focus
- Teams shifting from external customer service to internal IT/HR/ops support find Unthread purpose-built for that use case.
- Post-acquisition uncertainty
- Kustomer was acquired by Meta for ~$1B in 2020, then spun back out in May 2023 at a ~$250M valuation. Some teams re-evaluated vendor risk during this period.
Don't move on until
- Record counts confirmed for tickets, contacts, organisations and macros
- Success criteria signed off by the support lead
- Freeze window provisionally booked with the business
02 Data Audit Find out what is actually in the data before you try to move it.
Objective A profiled, cleaned export with every quality defect either fixed at source or explicitly accepted.
Keep these open
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Take a full Kustomer export and profile it
Export to CSV or JSON and profile every file: row counts, null rates per column, distinct values, and type consistency. Compare row counts against the API totals from Discovery — a gap here means your export is silently truncated, usually by pagination.
Data Profiler Profile the Kustomer export for nulls, outliers and type drift -
Validate file structure before anyone writes a transform
Check delimiters, quoting, encoding (expect UTF-8, watch for BOMs and Latin-1), duplicate headers, and embedded newlines in ticket bodies. Ticket descriptions with raw newlines and commas break naive CSV parsers and silently shift columns.
A single unescaped quote in one ticket body can shift every subsequent column without any error.
CSV Validator Catch broken headers and ragged rows in the raw export -
Inventory PII and set retention
Scan for emails, phone numbers, payment card fragments, national IDs and anything else regulated in ticket bodies and custom fields — support tickets are where customers paste things they should not. Decide what gets migrated, masked, or dropped, and record the legal basis.
Ticket bodies and attachments routinely contain card and ID data that never appears in a structured field.
PII & Compliance Scanner Find regulated fields before they land in a new system -
Quantify duplicates, orphans and dead references
Count duplicate contacts (same email, different casing), tickets whose requester no longer exists, organisations with no members, and attachments whose parent ticket is gone. Fix these in Kustomer where you can — migrating them just moves the mess.
Data Cleaner Strip empty rows, stray whitespace and dead columns -
Clean and normalise the export
Trim whitespace, drop empty rows and columns, normalise casing on emails and tags, and standardise every timestamp to UTC ISO 8601. Timezone drift is invisible at load time and shows up weeks later as SLA reports nobody can reconcile.
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Produce a masked copy for sandbox work
Generate a realistic but fake version of the export for testing and for any vendor who needs sample data. Loading real customer PII into a sandbox is a breach in most jurisdictions, and sandboxes are rarely covered by your DPA.
PII Masker Generate a safe copy for sandbox and vendor testing -
Archive Search
Standard Search API returns records updated within the past 2 years. For older data, use Archive Search (help.kustomer.com)
Kustomer → Unthread specifics
- Base URL
- https://api.kustomerapp.com/v1/ (US); https://api.prod2.kustomerapp.com/v1/ (EU)
- Rate limit
- Machine users default to 100 RPM. Enterprise plans get 1,000 RPM for webhooks/formhooks; Ultimate gets 2,000 RPM (help.kustomer.com)
- Pagination
- Cursor-based with page [size] (max 100) and page [after]. Search endpoints cap at 100 pages per query — use updated_at windowing to get beyond this limit
- Key endpoints
- /v1/customers, /v1/conversations, /v1/conversations/{id}/messages, /v1/kobjects/{klassName}, /v1/teams, /v1/users
- Attachments
- Stored in AWS S3 with signed URLs. These URLs expire within approximately 15–60 minutes depending on the attachment type — your script must download files immediately and re-upload to Unthread before expiry
Don't move on until
- Export parses cleanly with no ragged rows or encoding errors
- PII inventory complete and retention decisions recorded
- Duplicate and orphan records quantified and triaged
03 Field Mapping Turn two schemas into one signed-off mapping spec.
Objective A reviewed field-level mapping covering every object, with an explicit decision for every field that has no target.
Keep these open
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Generate the first-pass Kustomer → Unthread field map
Start from an automated match on both schemas, then review every row by hand. Automated matching gets the obvious 70% right and is confidently wrong on the rest — especially anything named "type", "status" or "custom_field_1".
Schema Mapper Opens pre-loaded with the Kustomer → Unthread field pair -
Map status, priority and channel values, not just field names
Enumerate every value in each picklist on both sides and map them explicitly. Value-level mismatches are the defect class that survives all the way to production because the field itself mapped fine — a ticket that should be "Pending" arriving as "Open" reopens SLA clocks.
Statuses with no target equivalent (on-hold, pending-customer) need a policy decision, not a best guess.
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Decide how custom fields land
Create the target custom fields first, matching type exactly (a dropdown mapped to free text can never be mapped back). Where Unthread has no equivalent, decide between a new custom field, a tag, or a note appended to the ticket body — and record which.
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Resolve identity and threading
Decide how source IDs are preserved — most platforms will not let you set the primary key, so keep the original ID in a custom field. Without it, reconciliation becomes fuzzy matching and every future support question about an old ticket is unanswerable.
Losing the original ticket ID makes reconciliation and rollback effectively impossible.
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Plan attachments, inline images and threading order
Confirm size limits, allowed MIME types, and whether inline images survive as attachments or need rehosting. Decide the comment ordering and author attribution rules: comments loaded out of order, or all attributed to the API user, destroy the conversation history agents rely on.
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Freeze and sign off the mapping spec
Version the spec, walk the support lead through it row by row, and get explicit sign-off. Any change after this point goes through change control — mid-flight mapping edits are how partial loads happen.
Don't move on until
- Every source field is mapped, deliberately dropped, or parked in a custom field
- Status, priority and channel value maps agreed with the support lead
- Mapping spec version-controlled and signed off
04 Test Migration Prove the pipeline on a small, representative slice.
Objective A pilot load into a Unthread sandbox that reconciles cleanly and has been reviewed by real agents.
Keep these open
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Stand up a Unthread sandbox that matches production config
Create the custom fields, groups, brands, business hours and SLA policies first. A pilot into a default sandbox tests nothing, because the failures you care about are all configuration mismatches.
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Pick a deliberately nasty pilot sample
Take 500-1000 records chosen for difficulty, not convenience: the longest ticket threads, tickets with the most attachments, non-Latin character sets, merged and split tickets, deleted requesters, and every status value. A clean random sample proves only that easy records are easy.
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Run the load with masked data and instrument everything
Log every API request and response with its source record ID. When 40 records fail out of 10,000 you need to know exactly which ones and why, without re-running the whole batch.
PII Masker Never load real customer PII into a sandbox -
Measure real throughput against the rate limit
Record achieved records-per-hour under Unthread's actual rate limits, including retries and backoff. Extrapolate to the full volume: if the maths says the full load exceeds your freeze window, you fix that now, not on cutover night.
Published rate limits are ceilings, not throughput. Assume real-world rates are meaningfully lower once retries and backoff are counted.
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Reconcile the pilot and triage every failure
Diff source against target on record counts and field-level values. Every discrepancy gets a root cause and a fix — "probably fine" at pilot scale becomes thousands of broken records at full scale.
Migration Validation Tool Diff the pilot batch against source before scaling up -
Put real agents in front of the pilot data
Have two or three agents work sample tickets end to end in the sandbox. They find the things reconciliation cannot see: unreadable threading, missing context, macros that no longer make sense. Fix the mapping, then re-run.
Don't move on until
- Pilot batch reconciles to 100% on record counts
- Agents have reviewed sample tickets and confirmed they are workable
- Measured throughput extrapolates to a viable full-load window
05 Cutover Execute the switch inside a controlled, reversible window.
Objective All in-scope data live in Unthread, agents working in the new system, and a rollback path that stayed available throughout.
Keep these open
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Pre-load history before the freeze
Load closed tickets and contacts days or weeks ahead while Kustomer stays live. Only open tickets and the final delta need to move inside the freeze — this is the single biggest lever on window length.
Helpdesk Migration Planner Size the freeze window from Unthread's real API limits -
Publish the runbook with times, owners and abort criteria
A timed sequence: freeze start, final export, delta load, channel switch, smoke test, go/no-go, agent switch. Name who does each step and the explicit condition that triggers a rollback. Decide the abort criteria before the night, when nobody wants to be the one to call it.
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Freeze Kustomer and take the final delta
Stop new ticket creation, let agents finish in-flight replies, then export everything changed since the pre-load. Announce the freeze to the whole business, not just support — someone always tries to raise a ticket during it.
Tickets created during an unenforced freeze land in the old system and are the most common source of permanently lost data.
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Load the delta and open tickets
Run the delta load, then reconcile counts before touching any channel. Do not repoint email until the delta has verified — an inbound ticket arriving mid-load is far harder to untangle than a few extra minutes of freeze.
Migration Validation Tool Confirm the final delta landed before you reopen -
Repoint channels and verify with live traffic
Switch email forwarding and MX or connector settings, update chat widgets and web forms, and re-authorise integrations. Then send real test tickets through every channel and confirm each lands, routes and triggers the right automation.
Email forwarding changes can take up to a full DNS TTL to propagate — check the TTL days in advance and lower it if needed.
Cron Expression Builder Schedule the delta syncs that run through the freeze -
Run the go/no-go and switch the agents
Walk the exit criteria with the decision-maker, call it explicitly, then move agents over with a named person on hand for the first few hours. Keep Kustomer read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
Kustomer → Unthread specifics
- Ongoing sync during phased cutover
- Middleware for new records + API-to-API for historical backfill.
Don't move on until
- Full historical load complete and counts matched
- Inbound channels repointed and verified with live test tickets
- Rollback decision point passed explicitly, not by default
06 Validation Prove the migration is complete, then close it out.
Objective Documented evidence that data, workflow and reporting all survived, and a signed acceptance.
Keep these open
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Run the full reconciliation
Compare source and target on every object: total counts, counts by status, counts by group, attachment counts, and field-level spot checks on a random sample. Produce one report you can hand to an auditor.
Migration Validation Tool Reconcile Kustomer and Unthread record-for-record -
Verify field completeness, not just record counts
Re-profile the loaded data and compare null rates per field against the source profile. Matching record counts with a field that silently arrived empty is the failure mode counts alone will never catch.
Data Profiler Prove field completeness held up through the load -
Rebuild reporting and compare against baselines
Recreate your core dashboards — volume, first response time, resolution time, CSAT — and compare to pre-migration figures for the same period. Explain every variance; a changed SLA calculation is a real finding, not a rounding error.
SLA and first-response metrics are usually recalculated from the loaded timestamps, so they will differ if any timestamp mapping was approximate.
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Test the workflow layer end to end
Fire every trigger, automation, SLA escalation, macro and notification with a live ticket. Workflow does not migrate — it gets rebuilt — so it is untested until someone has actually watched it run.
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Confirm compliance and produce the audit trail
Re-scan the loaded data for regulated fields, confirm retention and deletion policies are configured in Unthread, and file the evidence with your PII decisions from the audit phase.
PII & Compliance Scanner Produce the compliance evidence your auditor will ask for -
Sign off, then decommission on a schedule
Get written acceptance against the Discovery success criteria. Keep Kustomer read-only for an agreed period (30-90 days is typical), take a final archive export, and only then cancel. Diarise the decommission date so it does not quietly renew.
Don't move on until
- Full reconciliation report attached to the project record
- Reporting baselines match pre-migration figures within agreed tolerance
- Formal acceptance signed and archive retention scheduled
Field mapping reference
The field-by-field mapping for each object. Use this as the starting point for your mapping spec.
Object Object
Unthread has no equivalent of Kustomer's freeform KObject/Klass system, meaning complex or relational custom objects will suffer data loss or require offloading to an external CRM or data warehouse.
| Kustomer field | Unthread field | Notes |
|---|---|---|
| Customer | Customer (Channel) | Map displayName, emails, phones. Email is the unique identifier |
| Company/Org | Account | Unthread Accounts support emailsAndDomains, slackChannelIds. Use domain as the primary key for automatic Slack channel mapping |
| Conversation | Conversation | Map status, assignedTo, tags, createdAt. Set type (slack, email, or triage) at creation — it is immutable |
| Message | Message | Import as messages within a Conversation. Use body field with markdown |
| Note | Message (private note) | Set isPrivateNote: true for internal notes. Verify these stay hidden from customers |
| KObject (custom) | Ticket Type Fields | Flatten KObject attributes into Ticket Type Field values. Lossy transformation |
| Tag | Tag | Direct 1:1 mapping. Create tags first, then link to Conversations |
| User (agent) | User | Users sync from Slack workspace; you cannot create users via API. Match by email |
| Team | User Team | Teams also sync from Slack; manual setup required |
| Knowledge Base Article | Knowledge Base Article | Map title, content. Unthread articles support url and userGroupIds |
| Snippet/Shortcut | (manual rebuild) | No API import; recreate manually in Unthread |
| Business Rule/Workflow | Automation | Must be rebuilt from scratch using Unthread's Automation API |
Kustomer Unthread
| Kustomer field | Unthread field | Notes |
|---|---|---|
| customer.attributes.displayName | customer.name | Direct map |
| customer.attributes.emails [0].email | customer.emailDomains [] | Extract domain for channel-level; full email for Account |
| customer.relationships.org.data.id | account.externalCrmMetadata.id | Lookup Account ID |
| conversation.attributes.status | conversation.status | Map: open→open, snoozed→on_hold, done→closed |
| conversation.attributes.priority | conversation.priority | Map to numeric scale: critical→9, high→7, normal→5, low→3 |
| conversation.attributes.assignedUsers [0] | conversation.assignedToUserId | Unthread supports single assignee; pick primary. Match by email |
| conversation.attributes.tags [] | Tag links | Create tags first, link via POST /tags/{id}/conversations/create-links |
| message.attributes.body | message.body.value | Use API for full body, not CSV preview. Strip HTML or set type to html |
| message.type == 'note' | message.isPrivateNote | Boolean toggle based on type |
| message.attributes.createdAt | message.created_at | ISO 8601 timestamp preservation |
| kobject.attributes.* | ticketTypeFields.* | Requires per-Klass transformation logic |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Conversations | medium | Full conversation extraction is achievable via API but requires date-range windowing due to pagination caps and significant extraction time at scale due to 100 RPM rate limits. |
| Messages | medium | Full message bodies are only available via per-conversation API calls (not CSV exports), multiplying extraction time and requiring careful rate-limit management. |
| Customers | low | Customer records map relatively cleanly to Unthread's Customer and Account entities, though the relationship model differs between the two platforms. |
| KObjects | high | Unthread has no equivalent of Kustomer's freeform KObject/Klass system, meaning complex or relational custom objects will suffer data loss or require offloading to an external CRM or data warehouse. |
| Attachments | high | Kustomer's signed S3 attachment URLs expire within 15–60 minutes, requiring real-time download and re-upload during extraction with no margin for retry delays. |
| Tags | low | Tags are simple string-based entities in both platforms and can be mapped directly via API with minimal transformation. |
| Custom Fields | high | Kustomer's flexible KObject schema definitions must be flattened into Unthread's structured Ticket Type Fields, with nested or relational field structures losing their hierarchy. |
| Users and Teams | low | Agent and team data can be exported via CSV or API and recreated in Unthread, though role mappings may require manual adjustment. |
| Knowledge Base Articles | medium | Articles can be extracted and recreated but may require reformatting, and inline media references tied to Kustomer's CDN will need re-hosting. |
| Notes | medium | Internal notes attached to Kustomer conversations must be extracted via per-conversation API calls and mapped into Unthread's message model with appropriate internal visibility flags. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
KObject Data Model Mismatch
Kustomer's freeform KObject/Klass custom objects have no structural equivalent in Unthread, requiring flattening into Ticket Type Fields or offloading to an external system, with potential data loss for nested or relational object graphs.
API Rate Limit Constraints
Kustomer's machine-user API rate limit defaults to 100 requests per minute, meaning extraction of 50K+ conversations with messages requires approximately 70–100 hours of continuous API calls.
Search Pagination Cap
Kustomer's Search API caps results at 100 pages per query, requiring custom date-range windowing logic on the updated_at field to iterate through large datasets completely.
Attachment URL Expiry
Kustomer serves attachments via signed S3 URLs that expire within approximately 15–60 minutes, so migration scripts must download and re-upload every file before the URL becomes invalid.
Incomplete CSV Message Exports
Kustomer's CSV and Export Buddy outputs include only message previews rather than full message bodies, making API-based extraction mandatory for preserving complete conversation history.
Customer-to-Conversation Model Translation
Kustomer's unified customer timeline—where all interactions, notes, and objects are anchored to a single Customer record—must be decomposed and restructured into Unthread's Conversation-centric model with separate Customer and Account associations.
What breaks
Known failure modes. Have a recovery plan for each before you cut over.
Slack mapping constraints
You cannot insert historical Kustomer emails into a live Slack Connect channel. Historical tickets must exist in Unthread's dashboard as closed/archived web tickets (type email or triage). Unthread does offer a 6-month channel backfill when connecting Slack channels, but this imports past Slack threads as closed tickets — it is not a substitute for historical Kustomer data.
Duplicate customer records
Kustomer allows multiple Customer records with the same email if web tracking and email tracking failed to merge. Deduplicate before loading — merge records with matching emails into a single Unthread Customer. Use the most recently updated Kustomer record as the canonical source.
Multi-channel conversations
A single Kustomer Conversation can span email, chat, and SMS. Unthread Conversations have a single type (slack, email, or triage), and that type is immutable after creation. Pick a primary channel based on the first message's channel, or split multi-channel conversations into separate Unthread records linked via metadata.
Inline images
Kustomer users frequently paste images directly into chat. These are stored as base64 strings or S3 links within the HTML body. Your parser must regex these out, upload them as attachments, and rewrite the <img> tags before pushing to Unthread.
100-page pagination limit
Kustomer's Search API and Archive Search return a maximum of 100 pages per query. For datasets beyond ~10,000 records, use updated_at windowing: query with a date filter, process results, then start a new query from the last updated_at value.
Older history (>2 years)
Kustomer's standard Search API only returns records updated within the past 2 years. For older data, use Archive Search alongside the standard endpoint. (help.kustomer.com)
Users cannot be created via Unthread API
Unthread Users sync from your Slack workspace. Ensure all agents are in your Slack workspace and synced to Unthread before importing conversations with assignee references. Build a kustomer_user_id → unthread_user_id mapping by matching email addresses.
Email threading
Unthread groups email threads automatically, but BCC or forwarding edge cases can split threads. Test migrated reply behavior, not just historical display.
Messages with >10 attachments
Slack enforces a 10-file-per-message limit. Messages exceeding this must be split into multiple Unthread messages, with a metadata flag linking them to the same source message.
HTML body sanitization
Kustomer stores rich HTML email bodies. Unthread's markdown renderer may not support all HTML tags. Test with a representative sample and build a sanitization step that converts unsupported tags (e.g., <table>, <style>) to readable markdown.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
Can I migrate full conversation history from Kustomer to Unthread?
Yes, but only via the Kustomer REST API. CSV exports from Kustomer's reporting tools only include message previews, not full message bodies. You must use the /v1/conversations/{id}/messages endpoint to extract complete conversation history, then load it into Unthread using the POST /conversations/{id}/messages endpoint.
Does Unthread support Kustomer's custom objects (KObjects)?
Not directly. Unthread has no equivalent of Kustomer's freeform KObjects. The closest construct is Ticket Type Fields, which support basic types like short-answer, single-select, and multi-select. Complex or nested KObject schemas must be flattened (a lossy transformation), stored in an external CRM, or dropped.
What is Kustomer's API rate limit for data migration?
Kustomer's default machine-user API rate limit is 100 requests per minute. Enterprise plans get higher webhook limits (1,000 RPM), and Ultimate plans get 2,000 RPM. The Search API is also limited to 100 pages per query, requiring updated_at windowing for large datasets.
Can I migrate historical Kustomer emails into Unthread Slack channels?
No. Historical Kustomer conversations (email, chat, SMS) cannot be retroactively injected into live Slack Connect channels. They must be imported via Unthread's API as web-based historical tickets with type set to 'email' or 'triage'.
How do I access Kustomer conversation data older than 2 years?
Kustomer's standard Search API only returns records updated within the past 2 years. For older data, use Kustomer's Archive Search endpoint alongside the standard API to ensure you extract your full conversation history.