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In this article, you will learn how to use Guidance to customize your Klaviyo Customer Agent. Guidance lets you control how the Agent represents your brand and when it escalates to a human. By the end of this article, you will be able to configure your brand summary, create escalation rules, and validate that your changes work as expected. These customizations improve response relevance, protect your brand voice, and reduce unnecessary escalation to human agents.
How the Loyalty skill lets Customer Agent answer loyalty and rewards questions automatically. Your customers can check their points balance, discover available rewards, and learn about your loyalty program — all without opening a support ticket. The Loyalty skill deflects repetitive loyalty inquiries, increases program engagement, and improves customer satisfaction by giving shoppers instant, self-service answers across webchat, text messaging, email, and WhatsApp.
In this article, you will learn how the Subscriptions skill works for Customer Agent and what you need to get it running. This skill lets your customers pause, cancel, or update their subscription delivery preferences through self-service -- reducing support ticket volume, improving resolution rates, and helping you retain subscribers by making account management frictionless.
What is Customer Agent on SMS?
How the Returns & Exchanges skill lets Customer Agent guide shoppers through return and exchange requests automatically. When your prerequisites are in place, the agent answers policy questions, checks order eligibility, and deep-links customers directly into your returns portal. This reduces support ticket volume, improves resolution rate, and delivers a faster post-purchase experience that raises CSAT.
You will learn how to enable automatic reindexing (auto-sync) for your Customer Agent's connected websites. By automating this process, you ensure your Agent always answers questions using the latest information on your website about your products and policies, reducing the manual effort of refreshing your knowledge base and deflecting support tickets caused by outdated answers.
What Customer Agent skills are, which skills are available, and how to manage them. Skills are pre-built AI capabilities that let Customer Agent handle specific types of customer questions — from order tracking to returns to product recommendations — without human intervention. Enabling the right skills for your business reduces support volume, improves resolution rates, and gives customers faster answers across webchat, SMS, and email.
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.
You will learn how to launch your Customer Agent successfully across every channel you want the Customer Agent active on. Correctly launching the agent allows you to automate responses to common customer questions, reducing support volume and boosting conversion by providing instant answers to your shoppers 24/7.
This article explains how the K:AI Customer Agent can automatically retrieve and share active coupon codes with customers during conversations. This capability is enabled automatically with your Customer Agent so you can resolve common "where is my discount?" inquiries instantly, driving faster conversions and reducing support volume without human intervention.
Configure your AI-powered Customer Agent's communication style to match your brand's personality, choosing from four preset tones.
Learn how to activate Klaviyo's Customer Agent, an AI-powered tool that provides instant support to your website visitors. Customer Agent ingests information from your Shopify store, and learns any additional information you provide, to answer shopper inquiries across web chat, SMS and email (beta).
Learn how Klaviyo's Customer Agent understands and answers shopper questions, including what information it uses and the types of questions it can help with.
Learn how to strengthen your Customer Agent’s ability to resolve shopper inquiries by testing its responses and adding knowledge for any gaps you discover.
Learn how to use the performance dashboard to analyze your Customer Agent’s performance and monitor its interactions.
Learn how to ensure shopper inquiries are handled smoothly by selecting a handoff method for your Customer Agent. A handoff occurs when Customer Agent can’t resolve an inquiry and needs to escalate the conversation to a human support agent.
In this guide, you'll learn how to structure your knowledge sources so your Customer Agent can find and deliver the best answers to your customers. Well-structured content leads to more resolved inquiries, fewer escalations to your team, and happier shoppers.
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