How to use suggested responses

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You will learn

Learn how suggested responses work in Klaviyo and how to use them in your SMS conversations. 

Before 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 
    • It is not available in our SMS help desk integrations (e.g., Zendesk and Gorgias)

How suggested responses work

Suggested responses make it quick and easy for you to respond to customer questions. 

The process works like this:

  1. An SMS subscriber texts your number and doesn’t include a keyword
  2. The message appears in your SMS conversations
  3. Klaviyo reviews the message and tries to determine what the message is about
    1. 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
    2. If Klaviyo isn’t sure about the incoming message, it won’t suggest a response
  4. 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
  1. Navigate to Conversations
  2. Click the gear icon
    Conversations tab where the settings gear is highlighted
  3. Toggle on Suggested Responses
    Settings for your SMS conversations, showing the suggested responses toggle

Use suggested responses in your conversations

  1. Navigate to a message thread with a subscriber
  2. 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 
      Example of an SMS conversation where there is a suggested response
  3. Click the suggested response you want to use
  4. Click the send button

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