You will learn
Learn how Klaviyo collects subscribers’ SMS consent from profiles through your Customer Hub on-site 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 allow profiles to subscribe to SMS through Customer Hub, first ensure that the following conditions are met in your Klaviyo account:
- Enabled Customer Hub in Klaviyo
- Turned on SMS in Klaviyo
- Set up your disclosure language, including:
- Created a mobile terms of service
- Updated your privacy policy
If you do not have an active SMS plan, Klaviyo does not ask for SMS consent from profiles in Customer Hub.
How Customer Hub connects to Shopify AccountsHow Customer Hub connects to Shopify Accounts
To understand how Klaviyo collects SMS consent through Customer Hub, it’s helpful to first understand how it integrates with Shopify Accounts. When Customer Hub is enabled on your site:
- The Customer Hub drawer experience replaces the default Shopify account login pages. Once live, clicking the account icon or navigating to any /account link automatically opens the Customer Hub interface to log in.
- Customer information syncs from Shopify Accounts into Klaviyo so they can log in with their existing Shopify credentials. A Klaviyo profile is created for any customer without one.
- Customer data from Shopify and Klaviyo is then immediately available to Customer Hub, allowing Klaviyo to identify which profiles have subscribed to SMS marketing and to display their personal information on the Profile tab once they’ve logged in to their account.
How Customer Hub collects SMS marketing consent
How Customer Hub collects SMS marketing consent
By default, when you have an active SMS plan and Customer Hub enabled on your site, Klaviyo automatically asks profiles for SMS consent within the Customer Hub interface. This request is only presented to profiles with an email address linked to a profile that has not yet subscribed to SMS.
There are 2 places where profiles may be asked for SMS consent:
- Customer Hub login (left image in the table below): When a visitor enters their email address to log in to Customer Hub, Klaviyo asks them for SMS consent if it identifies that their profile hasn’t subscribed to SMS yet.
- Edit profile information page in Customer Hub (right image in the table below): If a profile is already logged in to Customer Hub and navigates to the Edit profile page, Klaviyo asks them for SMS consent if they are not currently an SMS subscriber.
In both cases, the SMS consent request includes:
- A clear call to action for opting in to SMS.
- A field to enter their phone number.
- Your account’s SMS disclosure language.
- A button which triggers a subscription confirmation text.
| Customer Hub login SMS consent request | Edit profile SMS consent request |
Note that you cannot customize the prompt heading or checkbox label wording in either location. Additionally, the input field will always require a phone number; other SMS opt-in methods, such as Smart opt-in and tap-to-text, are not supported.
Double opt-in for SMS consent in Customer HubDouble opt-in for SMS consent in Customer Hub
Klaviyo uses a double opt-in method for all SMS subscriptions through Customer Hub. This process ensures customers explicitly agree to receive SMS marketing messages.
This process goes as follows:
- The customer provides their phone number, checks the Sign me up for SMS marketing checkbox, and clicks Continue.
- They receive an automated text message asking them to confirm their subscription.
- The customer replies to finalize their subscription.
- Once confirmed, the customer's SMS subscription status in their Klaviyo profile updates to “Subscribed,” and a Subscribed to SMS marketing metric is created in their activity log.
If someone enters their phone number but doesn't confirm their subscription via the double opt-in text, their SMS consent status will remain as unsubscribed. They will be prompted to opt in again the next time they log in to or edit their profile in the Customer Hub.
Additional resources