How to Configure Advanced Routing Rules in Klaviyo Helpdesk

Advanced Routing Rules allow you to automatically distribute incoming tickets to the right team or view based on ticket and customer data in Klaviyo.

In this article, you will learn how to use purchase history, profile properties, predictive analytics, and ticket conditions to route tickets to a team or organize them in a view.

Before you begin

• Feature access: If the Routing page shows an upgrade prompt, upgrade your Helpdesk plan before creating a rule.
• User Permissions: You must be an Owner, Admin, or Manager to create or edit routing rules.
• Team Setup: Ensure your Teams (e.g., "VIP Support", "Returns") are already created in Helpdesk settings before setting up rules to route to them.
• Data Availability: Use events and properties available in your account, including custom profile properties from third-party integrations like Recharge. Predictive analytics conditions depend on the predictions available for your account. A profile without a churn risk prediction will not match a churn risk condition.

Step 1: Open the routing rule builder

The routing configuration is located within your Helpdesk settings.

1. Log in to Klaviyo and select your account.
2. Navigate to Helpdesk and click Settings.
3. Select Routing from the settings sidebar.
4. Click Add rule to open the builder.
5. Enter a descriptive name in Routing Rule Name, such as "Recent order support".

Step 2: Define your conditions

The routing rule builder uses the same logic interface as the Klaviyo segment builder. Add customer conditions under Properties about a person and ticket conditions under Properties about a ticket. You must add at least one condition before saving. The examples below show how to configure event, profile, and ticket conditions.

Customer behavior (events)

Use purchase history to help prioritize customers who may need time-sensitive order support. A recent order condition identifies customers who purchased recently; it does not identify the reason for their ticket.

• Example: Create an "Urgent Modifications" view for tickets from customers who placed an order in the last 2 hours.
• How to set it:
  • Select What someone has done (or not done).
  • Choose an event (e.g., Placed Order) and select at least once.
  • Add a time constraint (e.g., in the last 2 hours).

Route by profile properties

Use this for attributes like location, language, or custom data points.

• Example: Route customers whose country is France to the "France Support Team." Country does not establish a customer's preferred language; use a language property you collect if you want to route by language instead.
• How to set it:
  • Select Properties about someone.
  • Choose a property (e.g., $country).
  • Set the value (e.g., equals France).

Route by ticket properties

Use the tags and channel of the ticket to help the customer get to the right team.

• Example: Route SMS tickets tagged "Order" to Team A.
• How to set it:
  • Under Properties about a ticket, select Ticket Channel and set the condition to include SMS.
  • Add an AND condition using Ticket Tags and set it to contains the Order tag. Use the tag that identifies order issues in your account.

Step 3: Select a destination

Choose an option in the Destination dropdown. You have two options:

Route to team

Select Route to team, then choose the destination in the Team dropdown. This action transfers ownership of the ticket to a specific group of agents.

• Best for: Specialized workflows where a specific skill set is required (e.g., Returns, B2B, VIP).
• Result: The ticket is removed from the general "Unassigned" queue and placed directly in the Team's inbox.

Create view

Select Create view and enter a View name. This creates a filtered view of matching tickets; it does not assign them to a team.

• Best for: Monitoring high-risk issues or creating "Watch Lists" (e.g., Potential Fraud, Negative Sentiment) that supervisors can review.
• Result: Matching tickets appear in a specific filtered view for easy visibility. Creating a view is not a team assignment action.

Step 4: Save and review the rule

1. Review the rule name, conditions, and selected team or view name, then click Save. After a successful save, you return to the Routing page.
2. Find your rule and check its Enabled toggle. Turn it on to enable the rule or off to disable it.

If you created a view, return to the Helpdesk inbox and select it under Views to review matching tickets.

Common use cases

Here are two example configurations to help you get started. Configure the conditions and destination, then save the rule as described above.

Churn defense (high risk)

Prioritize support for customers with a high predicted churn risk. Use this example when Churn Risk Prediction is available in your account. This is a prediction, not a measure of the customer's sentiment about the ticket.

• Condition: Under Properties about a person, select Predictive analytics about someone > Churn Risk Prediction > is at least, then enter a percentage threshold, such as 75. This example matches predictions of 75% or higher; choose a threshold that fits your support strategy.
• Destination: Select Route to team and choose Retention Specialists.

Urgent order modifications (fast track)

Create a view for tickets from customers who just purchased so your team can review time-sensitive order changes. Add an order-related ticket tag condition if you want to limit the view to tickets about orders.

• Condition: What someone has done (or not done) > Placed Order > at least once in the last 2 hours
• Destination: Select Create view and enter Urgent Modifications as the view name.