Customer Agent event data reference

You will learn

You will learn about the four specific metrics Klaviyo tracks for Customer Agent interactions. Understanding these events allows you to build segments based on customer interaction or conversation outcomes. These segments can be used for targeting in your campaigns and flows to re-engage shoppers who interacted with your Customer Agent.

Before you begin

• Prerequisites: You must have the Customer Agent enabled and active on at least one channel.
• Availability: These metrics are available to all accounts with an active Customer Agent subscription.
• Roles: All roles with access to Analytics, Profiles, Campaigns, Audiences and Flows can view and use this data.

Overview

Customer Agent events allow you to go beyond general message tracking. Instead of just knowing a message was sent, you can now see exactly when a conversation started, how it ended, and if products were recommended.

Using these metrics, you can answer questions like:

• "Which customers started a conversation with the Customer Agent?"
• "Who received a product recommendation but didn't purchase?"
• "Who was escalated to a human agent?"

Set it up

These events fire automatically when your Customer Agent interacts with shoppers. You do not need to configure them manually. Follow these steps to verify data is flowing:

1. Navigate to Analytics > Metrics.
2. In the search bar, type "Customer Agent".
3. Confirm you see the following four metrics:
   • Started Conversation with Customer Agent
   • Conversation with Customer Agent Resolved
   • Conversation with Customer Agent Escalated
   • Received Product Recommendation from Customer Agent
4. Click on any metric to view the Activity Feed and confirm recent data points are populating. 

Event Reference

Below are the definitions and properties for each event.

1. Started Customer Agent Conversation

Fires when a new conversation begins with the Customer Agent.

• Trigger: A customer sends a message that initiates a new Customer Agent session.
• Key properties:
  • Conversation ID: The Customer Agent conversation ID
  • Initial skill: The skill Customer Agent used at the start (e.g., Order tracking, Product recommendation).
  • Channel: The channel used (e.g., Web Chat, SMS).

2. Resolved Customer Agent Conversation

Fires when the Agent successfully handles a query and marks the conversation as resolved by AI.

• Trigger: The conversation status changes to resolved.
• Key properties:
  • Final skill: The last specific skill used before resolution.
  • Conversation ID: The Customer Agent conversation ID.
  • Tags: The tags automatically applied to the conversation.
  • Channel: The channel used.

3. Escalated Customer Agent Conversation

Fires when the Agent hands the conversation off to a human support agent.

• Trigger: The conversation status changes to escalated.
• Key properties:
  • Conversation ID: The Customer Agent conversation ID.
  • Tags: The tags automatically applied to the conversation.
  • Escalation reason: The specific reason that a handoff was triggered (eg. knowledge gap).
  • Channel: The channel used (e.g., Web Chat, SMS).

4. Received Product Recommendation from Customer Agent

Fires when the Agent uses the product recommendation skill to suggest products to a shopper.

• Trigger: The agent outputs a product card or list.
• Key properties:
  • Conversation ID: The Customer Agent conversation ID.
  • Products: A list of the specific Product IDs or SKUs recommended.
  • Channel: The channel used (e.g., Web Chat, SMS).

Best practices

• Retarget drop-offs: Create a flow triggered by Received Product Recommendation from Customer Agent. Add a filter for Placed Order zero times since starting this flow. Send a follow-up email 2 hours later featuring the recommended items.
• Manage escalations: Build a segment of users who triggered Conversation with Customer Agent Escalated in the last 7 days. Exclude them from broad promotional campaigns to avoid overwhelming your support team or irritating a customer with an unresolved issue.

Troubleshooting

Symptom: You cannot find "Customer Agent" events in the Metrics list. Likely cause: No conversations have occurred, or the agent is disabled. Fix: Start a test conversation on your site, wait 5–10 minutes, and refresh the Metrics page.

Additional resources

• Getting started with Customer Agent
• Understanding the Customer Agent performance dashboard
• Segment conditions reference