Klaviyo Helpdesk Predictive Insights Panel

You will learn

Learn how to view customer lifetime value, total orders, churn risk, and the expected date of next order in the Predictive Analytics section of a Klaviyo Helpdesk ticket. Use this customer context to personalize replies without opening the full profile.

Before you begin

• Helpdesk must be enabled for your account.
• Your ecommerce integration (e.g., Shopify, BigCommerce) must be syncing Placed Order events.
• Predictive analytics must be available for your account. If they are unavailable, the Predictive Analytics section does not appear. See Understanding Klaviyo’s predictive analytics for order-history requirements and information about the predictions.
• The ticket’s customer must be linked to a Klaviyo profile. Tickets without a linked profile do not show the Predictive Analytics section.
• Roles: All agents with access to the ticket can view the section when these prerequisites are met; no panel configuration is required.

View predictive analytics in a ticket

1. In the Service navigation, select Helpdesk.
2. Open the ticket you want to review.
3. In the right panel’s Overview pane, find Predictive Analytics. If the right panel is closed, click the Open right panel icon in the ticket header.
4. If the section is collapsed, click the arrow next to its heading to expand it. Review the values and hover over a value to see which metric it represents.

Overview

The Predictive Analytics section shows 4 rows of customer information:

1. Total customer lifetime value (CLV)
2. Total number of historical orders
3. Churn risk (Low, Medium, High)
4. Expected date of next order

When a value is unavailable, its row shows No CLV, No Churn Data, or No Orders instead. The expected date of next order row also shows No Orders when no date is available; this label alone does not tell you how many orders the customer has placed.

The section uses the customer’s Klaviyo profile data and predictive analytics, so you don’t need to set up or maintain rules in Helpdesk. Use this context to:

• Prioritize retention offers for high-value customers at high churn risk
• Identify loyal repeat buyers for cross-sell or upsell
• Shorten average handle time by removing the need to open the full profile

Best practices

• Use High churn risk as context when deciding whether to offer a discount or proactive support. Consider the customer’s request and your support policies rather than treating the prediction as a certain outcome.
• Save macros such as Retention-10% or VIP early access to speed responses.
• Keep replies concise; reference the insight briefly (“As one of our top customers...”) to personalize without sounding robotic.

FAQ

Does the section work for all channels (email, chat, SMS)?
Yes. The information is profile-level, not channel-specific. The section appears when the ticket’s customer is linked to a Klaviyo profile and predictive analytics are available for your account.

How does the section group churn risk?
The section displays the customer’s churn probability as Low (33% or less), Medium (greater than 33% and up to 66%), or High (greater than 66%). If the probability is unavailable, it shows No Churn Data.

Can I customize which metrics appear?
No.

Why does the expected date of next order show No Orders?
Helpdesk displays the expected date of next order stored on the customer’s profile. If that date is unavailable, the row shows No Orders. You cannot enter or change the prediction in this section.

Will using macros affect my predictive data?
No. The panel is read-only and does not write back to the profile.