Guide to email and SMS consent collection in the Customer Hub

You will learn

Learn how Klaviyo collects email and SMS consent from profiles through your Customer Hub onsite experience.

Before you begin

To collect email or SMS consent in the Customer Hub interface, first make sure you've completed the following steps in your Klaviyo account:

• Enable Customer Hub in Klaviyo
• Start a Customer Hub trial or use a plan that includes marketing consent collection. If Marketing consent in Customer Hub settings shows an upgrade prompt, upgrade to access the consent settings.
• If you plan to collect SMS consent
  • Turn on SMS in Klaviyo and configure your sending number.
  • Set up your disclosure language, including:
    • Create a mobile terms of service
    • Update your privacy policy
  • Add links to your updated policies in Customer Hub Settings, under Terms and policy, then click Save.

Note that SMS consent collection in Customer Hub is only available for those on a Klaviyo SMS plan. If you use a different SMS provider, disable the SMS consent collection setting. Additionally, SMS consent collection is currently unavailable for Klaviyo brands that require age-gating.

Collecting consent in Customer Hub

Within Klaviyo you can control whether profiles are asked for email and SMS marketing consent in the Customer Hub interface.

For SMS consent collection:

• If you have an active SMS plan in Klaviyo: SMS consent collection in the Customer Hub interface is enabled by default.
• If you do not have a Klaviyo SMS plan: SMS consent collection is automatically disabled, so no site visitors are asked to subscribe to SMS in the Customer Hub.

Where consent is requested

There are 2 places where profiles may be asked for consent:

1. Customer Hub sign-in: When SMS consent collection is enabled, visitors who have not started SMS sign-up can see a marketing consent prompt after signing in (left image in the table below). The prompt shows their sign-in email address and lets them enter a phone number. Visitors can select the consent checkboxes for the channels you have enabled. Visitors who skipped the prompt in that browser are not automatically shown it again.
2. Edit profile page in the Customer Hub drawer: Signed-in visitors can open Profile > Edit account to manage consent for the enabled channels, then click Save.

Customer Hub login consent request interstitial	Edit profile page - marketing consent management

At sign-in, Customer Hub does not show the SMS consent prompt to visitors who are already subscribed to SMS marketing. If a visitor selects Skip for now, Customer Hub remembers that choice in the browser and does not automatically show the prompt again while that browser data remains saved.

Double opt-in for SMS consent in the Customer Hub

Klaviyo uses a double opt-in process for all SMS sign-ups through the Customer Hub interface. This 2-step verification process ensures customers explicitly agree to receive SMS marketing messages.

This process goes as follows:

1. The visitor enters their phone number and selects Subscribe to text messaging > Continue on the sign-in consent form. On the Edit profile page, they select Text messaging and click Save.
2. Customer Hub displays Reply YES to confirm. The visitor can select Continue without confirming to keep using Customer Hub while their SMS subscription remains unconfirmed.
   

3. They receive an automated text message asking them to confirm their subscription (e.g., reply YES).
4. Once they confirm, their Klaviyo profile updates to a Subscribed SMS status, and a Subscribed to SMS marketing metric is recorded in their activity.

If a visitor submits their phone number for SMS sign-up but does not confirm via text message, they are not marked as subscribed. Customer Hub can show the consent prompt again after 30 days in the browser where they started sign-up. They can also complete SMS sign-up on the Edit profile page.

Visitors who unsubscribe from SMS marketing can resubscribe on the Edit profile page. They select Text messaging, click Save, and confirm their subscription via text message again.

Configure consent collection in the Customer Hub

To choose which channels to request consent for in the Customer Hub interface:

1. In Klaviyo's main navigation, select Service > Customer Hub.
2. Click Settings.
   

3. Scroll to Marketing consent, then select Email and/or Text messaging to enable consent collection for those channels. Clear a selection to disable consent collection for that channel.
   

4. Click Save.

FAQs

I can already email my customers without getting explicit email consent. What's the value in collecting their email consent?

Collecting explicit email consent lets customers clearly agree to receive your marketing messages. Klaviyo recommends emailing profiles with explicit consent to protect your deliverability and sender reputation. While explicit consent is required for SMS marketing, email consent requirements depend on the laws that apply to your recipients. To understand what's right for your brand, refer to:

• Understanding explicit vs. implicit consent
• Understanding consent in profiles
• Email deliverability best practices reference

Additional resources