Guidance

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.

Configure your AI-powered Customer Agent's communication style to match your brand's personality, choosing from four preset tones.