You will learn
Learn how to respond to reviews left by your customers. Responses are public, so future shoppers can use this information to inform their buying decisions.
Replying to a review will not automatically send your response to the original reviewer, but this feature will be added in the coming months. To follow up privately, send them a direct email from your customer support inbox.
Respond to a customer review
You can only respond publicly to published and pending reviews. Replying to a pending review will automatically publish it. To respond to a rejected review, email the reviewer directly from your own inbox.
- Navigate to the Reviews tab in Klaviyo.
- Select All reviews.
- Next to a review, click the reply icon (an arrow).
- Draft a reply in the Reply to review field, or click Draft reply with AI to automatically generate an editable response.
- Once you are ready to share your response, click Reply (for published reviews) or Reply and publish review (for pending reviews).
To display review replies on your product pages, navigate to Reviews > Review settings > Onsite widgets > Product reviews. Click Review list and toggle on the Store reply setting. If you do not enable this setting, responses will only be visible internally to your team.
Use AI-generated replies
- From the review reply modal, click Draft reply with AI instead of directly typing your reply.
The first time you draft a reply using AI, you’ll have the options to set a tone for replies and to include a support email address in responses to reviews with a 3-star rating or lower. To edit these settings later, click the settings (gear) icon from the AI generation modal. - After a few moments, a selection of responses will appear. Use the left and right arrows to toggle between them.
- Click Insert draft to insert the selected reply into the reply field.
- To adjust the tone for a single reply, click the icon next to your current tone and select a different option. Alternatively, manually edit the response as desired.
- Once you are ready to share your response, click Reply (for published reviews) or Reply and publish review (for pending reviews).
You can generate responses up to 100 times per day, per Klaviyo account. Once you have reached this limit, you’ll receive an error message until the generation period resets.