How to set up Customer Agent for multiple countries and regions

You will learn

How to set up Customer Agent so each shopper gets the content, skills, products, and prices for the country they shop in. You do this in one agent, with or without Shopify Markets.

Before you begin

You’ll need:

• Customer Agent enabled
• An Owner, Admin, or Manager role

Shopify Markets is optional. If you sync Shopify Markets to Klaviyo, your markets appear as options when you pick regions, and Customer Agent can recommend products with each market’s catalog, price, and currency. To turn it on, see How to use Shopify Markets with Klaviyo.

How Customer Agent knows where a shopper is

Customer Agent works out the shopper’s country for each message.

• Web chat: Customer Agent uses the market or language your storefront shows the shopper. If your storefront doesn’t say, it uses the shopper’s profile.
• SMS and WhatsApp: Customer Agent uses the country of the shopper’s phone number.
• Email: Customer Agent uses the shopper’s profile.

From the profile, Customer Agent uses the locale field and the location country. Shopify Markets sync fills in locale for you. On other platforms, you can set locale with the Klaviyo Profiles API.

How regions work

You pick regions from the same list everywhere in Customer Agent:

• Regions: preset groups of countries, such as European Union (EU), European Economic Area (EEA), North America, ANZ, Nordics, DACH, and Benelux.
• Countries: single countries.
• Shopify markets: your own markets, if you sync Shopify Markets to Klaviyo.

Anything without regions applies to every shopper and shows All regions. New content and skills apply to all regions until you change them. If you sell in only one country, you don’t need to set anything up.

Set regions for content

Use this when a policy or page differs by country, such as a return window or shipping times.

1. Navigate to Customer Agent > Knowledge.
2. Open the website, folder, file, snippet, or Q&A.
3. In the Regions card, click Edit.
4. Select one or more regions, then click Save.

Pages in a website or folder inherit its regions. To give one page different regions, set them on that page.

A region change can take a few minutes to apply. The Regions card shows Applying changes until Customer Agent uses the new setting.

Example: Set your /en-gb folder to United Kingdom. Set your US return policy page to United States. Leave pages that apply to everyone, like product care guides, with no regions.

Set regions for skills

Use this when a process differs by country. A skill with regions only runs for shoppers in those regions.

1. Navigate to Customer Agent > Skills.
2. Open a skill, or click Create skill.
3. In Regions, select the regions where the skill should run.
4. Save and enable the skill.

Example: Create a “Returns (US)” skill for United States and a “Returns (EU)” skill for your EU market. Write each skill’s instructions for that market’s process.

Product recommendations

The Product Recommendation skill uses the shopper’s market automatically. If you sync Shopify Markets, it searches that market’s catalog. It recommends only products sold there, with that market’s price and currency. You don’t need to set anything up.

Without Shopify Markets, it recommends from your main catalog.

Use the shopper’s country in a skill

Use the Get Profile tool to change part of a skill by country. You can use it two ways:

• Instead of separate skills. Keep one skill for every region, and have it check the shopper’s country.
• Together with regions. Limit the skill to a region, such as North America. Then handle the differences between its countries inside the skill.

Get Profile returns the country Customer Agent detected for the conversation, along with the location on the shopper’s profile. Attach it to the skill. In “How to respond,” say what changes by country and keep everything else the same.

Example: A returns skill limited to North America, with this “How to respond” text:

Call /Get Profile to check the shopper’s country. If the country is Canada, the return window is 30 days from delivery. If the country is United States, the return window is 15 days from delivery. Use the same return steps for both countries.

Get Profile only works for identified shoppers. If the shopper isn’t signed in, Customer Agent asks them to log in first. To answer a policy question without asking the shopper to sign in, put each country’s policy in its own content and set regions on it. See Customer Agent profile tools.

Region and language

Region and language are separate. The region decides which content, skills, and products Customer Agent uses. The shopper’s message decides the language of the reply. A shopper in France who writes in French gets your France content, in French. To learn how Customer Agent handles languages, see Customer Agent in your customer’s language.

Write content and skill instructions in English.

Test it

On your storefront, switch to a market and ask a question, such as “What’s your return policy?” Then switch to another market and ask the same question. Each answer should use that market’s content.

Coming soon: region support for guidance and skill instructions

These parts of Customer Agent work the same in every region for now. Region support for both is coming soon.

• Guidance. Tone of voice, communication style, and escalation rules apply to every region.
• Different instructions within one skill. Each skill has one set of instructions. Until this ships, create a separate skill for each region, or use Get Profile to check the shopper’s country.

Troubleshooting

Symptom: A shopper gets another region’s policy.
Likely cause: The policy is on a page with no regions, or two pages for the same region disagree.
Fix: Check the regions on each page that covers the policy. Make sure a page with no regions doesn’t state a policy that only applies in one region. If you just made a change, wait for Applying changes to finish.

Symptom: A skill never runs for a shopper.
Likely cause: The shopper’s country isn’t in the skill’s regions, or Customer Agent couldn’t detect it.
Fix: Check the skill’s regions. Check the locale and location on the shopper’s profile.

Symptom: Recommendations show the wrong currency or products.
Likely cause: Shopify Markets isn’t synced, or the first sync hasn’t finished.
Fix: Confirm Sync Shopify Markets to Klaviyo is on in your Shopify integration settings. The first sync of a large catalog can take several days.

Symptom: My Shopify markets don’t appear when I pick regions.
Likely cause: Shopify Markets isn’t synced to Klaviyo.
Fix: Turn on Shopify Markets sync. See How to use Shopify Markets with Klaviyo.

FAQ

Do I need Shopify Markets?
No. You can pick preset regions or single countries, and Customer Agent uses the locale and location on the shopper’s profile. You need Shopify Markets for market-specific catalogs, pricing, and currency.

Do I need a separate agent for each country?
No. One agent serves every country.

What happens if I don’t set any regions?
Customer Agent works as it did before. All content and skills apply to every shopper.

What if Customer Agent can’t tell where a shopper is?
Customer Agent can use all of your content, including content limited to regions. Skills limited to regions don’t run for that shopper.

What if a shopper’s phone number is from a different country than where they shop?
On SMS and WhatsApp, Customer Agent uses the phone number’s country.

Additional resources