You will learn
Learn how suggested responses work in Klaviyo and how to use them in your SMS conversations.
Before you beginBefore you begin
Note the following about suggested responses:
- You must have already turned on SMS in Klaviyo
- Your customers must:
- Be subscribed to SMS
- Have started an SMS conversation (i.e., texted your SMS number without a keyword)
- This feature is only available in Klaviyo SMS Conversations
How suggested responses workHow suggested responses work
Suggested responses make it quick and easy for you to respond to customer questions.
The process works like this:
- An SMS subscriber texts your number and doesn’t include a keyword
- The message appears in your SMS conversations
- Klaviyo reviews the message and tries to determine what the message is about
- If Klaviyo is confident about what the subscriber wants, it will show up to 3 options for you to use:
- A relevant quick response (if available)
- Most frequent response to a similar question
- Most recent response to a similar question
- If Klaviyo isn’t sure about the incoming message, it won’t suggest a response
- If Klaviyo is confident about what the subscriber wants, it will show up to 3 options for you to use:
- When there is a suggested response, you can simply click the response and send the message
Use suggested responses
Before using the feature, you must turn on suggested responses.
How to turn on suggested responses
- Navigate to Conversations
- Click the gear icon
- Toggle on Suggested Responses
Use suggested responses in your conversations
- Navigate to a message thread with a subscriber.
- Review the suggested response options.
- If there aren’t any suggested responses, this is because Klaviyo could not determine what the subscriber’s message is about.
- If there aren’t any suggested responses, this is because Klaviyo could not determine what the subscriber’s message is about.
- Click the suggested response you want to use.
- Click the send button.