You will learn
Learn how to guide your customers to the support they need from the Customer Hub drawer on your site by directing them to the help option of your choice. You can configure Help settings in Klaviyo to control where site visitors are directed to for support when they click the “Get help” button in the Customer Hub drawer.
Customer Hub is a part of Klaviyo Service and access to the beta is being rolled out gradually. If you do not have access to the Customer Hub tab in Klaviyo’s main navigation yet, join the Customer Hub waitlist. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is only currently available in English for those who operate a Shopify Online Store.
While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Customer Hub through the onboarding workflow, you agree to the beta terms and conditions. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
Before you begin
This guide explains how to choose a help setting in the Customer Hub tab in Klaviyo. Before proceeding, ensure that the Customer Hub feature is enabled.
Learn more about Customer Hub.
About help settings in Customer HubAbout help settings in Customer Hub
By default, the Orders tab of your Customer Hub drawer gives logged-in shoppers (meaning those signed into a customer account on your site) an overview of their Shopify order history and access to order-specific support. They can also click on an individual order for more details and order-related help options, including actions for repurchasing, tracking, and more.
By configuring a help setting in Klaviyo, you can add a "Get help" button to the order details view of the Customer Hub interface. You can use the button to direct users to a specific help page on your website, or connect it to Gorgias (if you use it for customer support) to open a ticket directly from the details view.
Note that visitors who have not signed into a customer account on your site will be prompted to do so in order to view their order history. The Orders tab in the Customer Hub drawer only displays order history to authenticated visitors.
Currently, Gorgias is the only customer support platform that can integrate directly with Customer Hub. If you’re using a different help desk platform to manage your customer support, use the External URL option to point to your knowledge center or contact page. We have plans to integrate with more support platforms in the future.
Enable Help settings in Customer Hub
Note that if you have the Customer Hub feature live in Klaviyo, saving publishes this change on your site. If it’s not, you’ll see this change once you set the Customer Hub feature live in the General settings menu.
- In Klaviyo’s left-hand navigation, select Customer Hub.
- Select Settings.
- Choose Support.
- Under Help settings, choose where clicking on the “Get help” button should send visitors. This could be:
-
External link
Send users to a specific page on your website, like a knowledge base or a contact page. -
Gorgias
Direct customers to either live chat or ticket submission in Gorgias.
To use this setting, you need to have integrated with Gorgias. For further instructions and information, refer to our guide on enabling Gorgias in Customer Hub.
-
External link
- Click Save.
Once enabled, the "Get help" button will appear on order details pages in the Customer Hub drawer. Customers can click this button to launch the support option you have chosen. By default, the appearance of this button will match the button color, shape, and other style customizations that you have selected in the Customer Hub Design menu in Klaviyo.
Disable help settingsDisable help settings
To disable the button from appearing on order details pages in the Customer Hub interface:
- In Klaviyo’s left-hand navigation, select Customer Hub.
- Select Settings > Support.
- Under Help settings, select Hidden.
- Click Save.
Next steps
In addition to serving the support options on order details pages, you can also enable web chat. Web chat empowers signed-in users to get live support in the Customer Hub interface by chatting directly with your customer service agents.
Additional resources