Guide to SMS consent collection in the Customer Hub
You will learn
Learn how Klaviyo collects SMS consent from profiles through your Customer Hub onsite experience.
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. Custom headless front-ends are not currently supported, even if you use Shopify for the backend.
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.
For feedback about Customer Hub functionality, email customerhub@klaviyo.com.
Before you begin
To collect 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
- Turn on SMS in Klaviyo
- Set up your disclosure language, including:
- Create a mobile terms of service
- Update your privacy policy
How Customer Hub connects to Shopify AccountsHow Customer Hub connects to Shopify Accounts
To understand how Klaviyo collects SMS consent through the Customer Hub, it’s helpful to first understand how it integrates with Shopify Accounts. When the Customer Hub feature is enabled on your site:
- The Customer Hub drawer experience replaces the default Shopify account login pages. Once it's live, clicking the account icon or visiting any /account page on your site automatically opens the Customer Hub interface with a prompt to log in.
- Customer data syncs from Shopify Accounts to Klaviyo, allowing profiles to sign in with their existing Shopify credentials. If a profile doesn't have a Klaviyo profile, one is created upon login.
- Klaviyo uses this data to identify which profiles have already subscribed to SMS marketing and to accurately display their personal information on the Profile tab of the Customer Hub drawer.
Collecting SMS consent in Customer Hub
Within Klaviyo you can control whether profiles are asked for SMS marketing consent in the Customer Hub interface.
- 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 SMS consent is requested
There are 2 places where profiles may be asked for SMS consent:
- Customer Hub sign in: After signing in with their email, visitors who are not SMS subscribers yet are prompted to provide their phone number and consent to SMS marketing (left image in the table below).
- Edit profile information page in the Customer Hub drawer: Signed-in profiles who aren't SMS subscribers yet see an SMS consent prompt when editing their profile information within the Customer Hub (right image in the table below).
| Customer Hub login SMS consent request | Edit profile page SMS consent request |
Your account's disclosure language is included by default. Note that smart opt-in and tap-to-text are not supported in the Customer Hub interface, and the text and button labels on these pages also cannot be customized.
Klaviyo only asks for phone numbers from visitors who haven't subscribed to SMS marketing yet. If a site visitor skips the SMS consent prompt during login, they will not see another prompt at login for 30 days.
Double opt-in for SMS consent in the Customer HubDouble 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:
- The visitor provides their phone number, checks the Sign me up for SMS marketing checkbox, and clicks Continue.
- A loading screen in the Customer Hub interface tells them to check their messages.
- They recieve an automated text message asking them to confirm their subscription (e.g., reply YES).
- 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 site visitor enters their phone number but does not confirm their subscription via the text message, they are not marked as subscribed, and they also will not be prompted again in the future for SMS consent at Customer Hub sign in. However, they can still subscribe to SMS marketing on the Edit profile page.
Similarly, if a visitor unsubscribes from SMS marketing after previously subscribing, they will not see the SMS consent request again at sign in, but they do have the option to go resubscribe from the Edit profile page within the Customer Hub interface.
Disable SMS consent collection in the Customer HubDisable SMS consent collection in the Customer Hub
To turn off the SMS consent requests in the Customer Hub interface:
- In Klaviyo's main navigation, select Customer Hub.
- Select General.
- Find the Marketing consent section, then uncheck the box to stop collecting SMS consent.
- Click Save.