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Integrate with Klaviyo

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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Klaviyo is a marketing automation platform that provides tools to automate sending out personalized emails to the right people, at the right time, and understand their behavior. 

Once you connect and sync your Kustomer and Klaviyo accounts, the integration will:

  • Push Kustomer conversation data to Klaviyo as events (adds metrics for conversation created, conversation closed, and conversation CSAT survey submission)
  • Push Kustomer customer data to Klaviyo as profiles
  • Pull relevant Klaviyo campaign, list, and segment data into Kustomer as an Insight Card on the customer timeline
Who can access this feature?
User typesAdmins can set up this integration.


In this article

Prerequisites

To install and configure the Klaviyo app on your Kustomer organization, you will need the private Klaviyo API Key / Site ID with full permissions for your Klaviyo account.

Important upgrade information for Klaviyo v1

On June 30, 2024, Klaviyo will deprecate APIs currently used by the workflow-based version of our Klaviyo app.

If you are using this version of the app, you need to perform the following steps by June 30, 2024 to make sure you do not lose service:

  1. Create a private API key on Klaviyo following the steps outlined in this article. The scope for this new key must include:
    • Read access for all scopes
    • Full access for conversations, events, lists, metrics, profiles, and segments
  2. Return to Kustomer, go to Apps > Klaviyo,  and paste the new API key in the Klaviyo settings page. 

    Note: The new key must be entered in the page before upgrading the app.

  3. Upgrade the Klaviyo app to version 1.2.1.

If your organization has both Klaviyo apps installed, you can either:

  • Follow the steps above to upgrade your app to v1.2.0 if you have any custom flows built off of the legacy Klaviyo app.
  • Disable the legacy app if you only use the newer app (v2.1.1) and do not have any custom flows built off of the legacy app.

How does Klaviyo work with Kustomer?

Once connected, the Klaviyo app will automatically:

  • Listen for conversation events in Kustomer when:
    • a Conversation object is created
    • a Conversation object is closed or marked done
    • a Conversation object logs a completed CSAT survey
      Completed CSAT survey in Kustomer conversation.
  • Send conversation event data from Kustomer into Klaviyo for marketing segmentation and workflows. Once in Klaviyo, you can use the conversation event data to segment contacts and create automated marketing workflows.
  • View a customer's data in a Klaviyo profileThis data is sent to Klaviyo in a one-way sync and includes information such as the customer's email address, phone number, and custom attributes you may have configured in your organization.
  • Display relevant Klaviyo data in an Insight Card. You can link directly back to lists and campaigns that the customer is a part of from directly within their timeline.

Install the Klavio app

To begin integrating Klaviyo with Kustomer, install the Klaviyo app from the Kustomer App Directory.

  1. Go to Apps , search for Klaviyo in the App Directory, and then select Install.
  2. Enter the public API Key / Site ID for your Klaviyo account from the modal that appears.
  3. Select Install to finish.

Conversation event data in Klaviyo

Once the app is configured in Kustomer, your team can view and use Kustomer conversation event data in Klaviyo.

These events appear as Kustomer Conversation Create, Kustomer Conversation Close, and Kustomer Conversation CSAT Submitted actions in Klaviyo's contact profile. Klaviyo also displays additional details, such as the event time and the contact email.

Kustomer Conversation Create

This event shows when a new conversation was created in Kustomer.

Sample Kustomer Conversation Create contact action in Klaviyo.

The following details are shown:

  • conversationId is the Kustomer conversation ID
  • conversationLink is a link to the conversation in the Kustomer app
  • subject is the subject of the conversation in Kustomer

Kustomer Conversation Done

This event shows when a conversation was marked as Done in Kustomer.

Sample Kustomer Conversation Done contact action in Klaviyo.

The following details are shown:

  • conversationChannel is the channel for the conversation (for example, email)
  • conversationId is the Kustomer conversation ID
  • conversationLink is a link to the conversation in Kustomer the Kustomer app
  • subject is the subject of the conversation in Kustomer

Kustomer Conversation CSAT Submitted

Kustomer allows you to send automated CSAT surveys when conversations are closed or marked done. This event shows when a customer completes a CSAT survey.

Kustomer Conversation CSAT Submitted contact action in Klaviyo.

The following details are shown:

  • conversationChannel is the channel for the conversation (for example, email)
  • conversationId is the Kustomer conversation ID
  • conversationLink is a link to the conversation in the Kustomer app
  • rating is the CSAT survey rating from the customer (from a scale of 1 to 5, with 5 as the highest)
  • score is either 1 (positive score) or 0 (neutral or negative) based on rating (1 if the rating is at least 4, and 0 if the rating is less than 4)
  • subject is the subject of the conversation in Kustomer