Klaviyo Helpdesk: Tag, Segment, and List routing

You will learn

Use Smart Routing to automatically send each new ticket to the right team. By routing on ticket tags, and group (list or segment) membership, you will: 

• Cut manual triage time and keep reassignment rates low
• Respond faster
• Give agents fewer touches per ticket and clearer ownership

Before you begin

• Role required — Owners, Admins, and Managers can create or edit routing rules.
• Prerequisites
  • At least one Team and one Agent set to Active
  • Topic tagging turned on (Settings > Helpdesk > Tagging) for tag-based rules
  • For segment rules, the segments or lists must already exist in Audience > Lists & segments
• Time to complete — ≈ 10 minutes for a basic setup; < 5 minutes to add each new rule.

Overview

Smart Inbox Routing replaces one-size-fits-all Round-Robin assignment with a rule-based engine: Rules are evaluated top-down, first match wins. Tickets that match no rule fall back to your existing Round-Robin queue.

Set it up

1. Open the Routing Builder

1. Go to Settings > Teams
2. Click the tri-tip button and select “edit team”.
3. Click the Tags or Groups dropdowns
4. Select one or more items to assign to the team

Expected outcome — Any new email or webchat ticket tagged Shipping is auto-assigned to the Logistics Team. 

FAQ

Q: How many tags, lists, or segments can I assign to a team?
A: Up to 20 per team. Contact Klaviyo Support to increase the limit.

Q: What happens if two rules match?
A: If two rules match, we will alternate teams to receive the ticket.

Q: Does routing respect agent availability?
A: Yes. If the target agent is set to Away, the ticket goes to the team queue; Round-Robin assigns the next available agent.

Q: Do routing changes apply to open tickets?
A: No. Rules apply only to tickets created after you save the change.