Customer Agent event data reference

You will learn

Learn what events Customer Agent emits to your Klaviyo account, what data each event carries, and how to use those events to build segments and flows.

How Customer Agent events work

Events fire automatically — there’s no configuration needed. When linked to a profile, events show up alongside your other Klaviyo profile activity. You can use them to build segments, trigger flows, and reference in reports.

Klaviyo associates events with shoppers using the available email address, phone number, profile ID, or anonymous ID. If no shopper identifier is available, no event is recorded. This profile information is separate from the event properties listed below.

To view Customer Agent events, navigate to Analytics > Metrics, search for Customer Agent, and select a metric. Open its Activity feed to see recent events.

To see events for a specific shopper, open their profile’s Activity log.

Events

Started Customer Agent Conversation

Fires when Customer Agent starts handling a shopper’s message in a new conversation.

Properties:

• Conversation ID
• Channel (web chat, email, SMS, WhatsApp)
• Initial skill (initial_skill): the skill detected at the start of the conversation

Resolved Customer Agent Conversation

Fires when a conversation is closed and classified as resolved by AI. This classification does not require the shopper to confirm that their issue was solved.

Properties:

• Conversation ID
• Channel
• Final skill (final_skill): the last detected skill before the conversation closed
• Tags

Escalated Customer Agent Conversation

Fires when Customer Agent triggers a handoff, such as for an escalation rule or a shopper request, or when a conversation is routed to your team. A handoff can trigger this event before the shopper accepts it.

Properties:

• Conversation ID
• Channel
• Escalation reason (escalation_reason): a category such as knowledge_gap, explicit_ask, or custom_guidance
• Tags

Received Product Recommendation from Customer Agent

Fires when Customer Agent surfaces product recommendations to a shopper.

Properties:

• Conversation ID
• Channel
• Products (products): a list that includes each recommended product’s ID, title, and URL

Example segments

For the 3 segment examples below, use What someone has done (or not done) to add each event condition.

Re-engage shoppers who got a product recommendation

Profile has at least 1 Received Product Recommendation from Customer Agent in the last 14 days AND has placed an order zero times in the last 14 days

Use this segment to trigger a follow-up flow with a soft nudge or discount. It excludes shoppers who placed any order in the last 14 days, including before they received a recommendation.

Exclude recently escalated shoppers from automated outreach

Profile has at least 1 Escalated Customer Agent Conversation in the last 7 days

Add this segment as an exclusion to your campaign targeting to avoid contacting shoppers with recent escalation activity. This segment does not show whether their service conversation is still open.

For flows, add a profile filter requiring Escalated Customer Agent Conversation zero times in the last 7 days.

Identify purchasers with resolved conversations

Profile has at least 1 Resolved Customer Agent Conversation in the last 30 days AND has placed an order in the last 30 days

Use this as a positive signal for VIP segmentation. The 2 conditions are checked independently, so an order may have occurred before the conversation. This segment does not measure post-conversation conversion.

Next steps

• Build segments in Klaviyo using these events — see Segmentation in Klaviyo
• Trigger flows off Customer Agent events for follow-up messages
• Review the dashboard for aggregate trends — see Understanding the performance dashboard

Additional resources