Turn every customer conversation into valuable marketing insights. Rep AI automatically detects customer interests and preferences expressed during chats and syncs them to your Klaviyo customer profiles, enabling powerful segmentation for targeted campaigns.
What Are Conversation Topics?
Conversation topics are customer interests and preferences that Rep AI identifies during conversations. Instead of only capturing what customers click on (like filter selections), Rep AI understands what customers naturally express in conversation—whether they're asking about shipping, looking for gifts, concerned about sizing, or interested in specific products.
These topics are automatically added to your Klaviyo customer profiles as custom properties, allowing you to segment customers based on their actual conversations with your AI assistant.
Two Tiers of Topics
Default Topics (Free with Klaviyo)
When you enable topic sync, all Klaviyo users automatically get access to basic conversation topics, including:
Product questions
Shipping inquiries
General support
Payment support
Return requests
Order tracking
These topics help you understand general customer behavior and create segments based on common support and shopping patterns.
Premium Topics (Deep Research Add-On)
With the Deep Research add-on, you unlock advanced topic detection:
Custom Topics: Business-specific topics you define (e.g., "skinny fit interest", "gift shoppers", "price-sensitive customers")
AI-Discovered Topics: Topics automatically identified from your unique conversation patterns (e.g., "holiday shopping", "loyalty program interest", "sizing concerns")
Premium topics enable highly targeted campaigns tailored to your specific business and customer base.
How to Enable Conversation Topic Sync
Step 1: Connect Klaviyo Integration
If you haven't already connected Klaviyo:
Go to Settings → Integrations → Marketing in your Rep AI Console
Find the Klaviyo card and click "Connect"
Authorize Rep AI in your Klaviyo account
Verify the connection shows "Connected"
Step 2: Enable Topic Sync
In your Klaviyo integration settings, locate the Customer Attributes section
Toggle ON "Sync conversation topics to customer profiles"
Your settings are saved automatically
That's it! Rep AI will now begin syncing conversation topics to your Klaviyo customer profiles daily.
Step 3: Upgrade to Premium Topics (Optional)
To access custom and AI-discovered topics:
Navigate to the Deep Research page in your Rep AI Console
If you see a banner about Klaviyo topic sync, you can enable it directly there
Click "Upgrade to Deep Research" to purchase the add-on
Once activated, premium topics will automatically be included in your daily sync
How Topic Sync Works
Eligibility Requirements
Not all conversations are synced. For a conversation to qualify, ALL of the following must be true:
Customer's email address is known (returning customers or visitors who provided email)
Customer is subscribed to your Klaviyo account
You've enabled the topic sync toggle in Klaviyo settings
Conversation occurred within the previous 24 hours
Daily Processing
Rep AI analyzes eligible conversations once per day
Topics are detected based on conversation content and customer questions
Customer profiles in Klaviyo are automatically updated with detected topics
Topics appear as a custom property called
rep_conversation_topicsin Klaviyo
Topic Formatting
Topics are synced with clean, readable names like "Shipping inquiries" or "Gift purchases" (not technical codes like "SHIPPING_INQUIRIES"). This ensures your Klaviyo segments remain intuitive and professional.
Using Topics for Segmentation in Klaviyo
Once topics are syncing, you can create powerful customer segments in Klaviyo using the rep_conversation_topics custom property.
Example Segments with Default Topics
Customers with shipping concerns: * rep_conversation_topics includes any of Shipping inquiries
Product question askers: * rep_conversation_topics includes any of Product questions
High-value support customers: * rep_conversation_topics includes any of General support, Product questions * AND Total spent greater than $200
Never contacted support: * rep_conversation_topics does not include General support, Technical issues, Return requests
Example Segments with Premium Topics
Gift shoppers: * rep_conversation_topics includes any of Gift purchases, Holiday shopping
Price-sensitive customers: * rep_conversation_topics includes any of Price concerns, Discount requests
Sizing-focused shoppers: * rep_conversation_topics includes any of Sizing questions, Fit concerns
Complete shopper profile: * rep_conversation_topics includes all of Product questions, Shipping inquiries, Size concerns
Campaign Ideas
Use conversation topics to create targeted, relevant campaigns:
Shipping update emails for customers who previously asked about delivery times
Product education emails for customers who had product questions
Exclusive offers for price-sensitive shoppers (Premium)
Gift guide emails for customers interested in gift purchases (Premium)
Sizing guide resources for customers with fit concerns (Premium)
Loyalty program invitations for customers who asked about rewards (Premium)
Troubleshooting
Topics aren't appearing in Klaviyo
Verify the topic sync toggle is enabled in Klaviyo settings
Ensure customers had conversations within the last 24 hours
Confirm customer emails are known and they're subscribed in Klaviyo
Wait for the daily batch job to run (topics sync once per day)
I only see default topics, not custom ones
Confirm you have the Deep Research add-on active
Custom topics require Deep Research subscription
Check that you've defined custom topics in your Deep Research settings
Topics appear as technical codes
This shouldn't happen—topics should be clean names like "Shipping inquiries"
If you see technical codes, contact Rep AI support for assistance
Frequently Asked Questions
Q: How often do topics sync to Klaviyo?
A: Topics are processed and synced once per day through a batch job that analyzes the previous 24 hours of conversations.
Q: Can I see which topics were detected for a specific customer?
A: Yes! Check the rep_conversation_topics custom property in the customer's Klaviyo profile. You'll see all detected topics listed there.
Q: Do topics sync for anonymous visitors?
A: No, topics only sync for customers whose email addresses are known and who are subscribed in your Klaviyo account.
Q: Can I customize which topics are detected?
A: Default topics are standard across all merchants. With the Deep Research add-on, you can create custom topics specific to your business needs.
Q: Will this use up my Klaviyo API limits?
A: Topic sync uses minimal API calls (once per day per eligible customer) and should not impact your Klaviyo rate limits.
Q: What happens if I disable the topic sync toggle?
A: New topics will stop syncing immediately. Previously synced topics remain in customer profiles and are not deleted.
Q: Can I sync topics to other marketing platforms besides Klaviyo?
A: Currently, topic sync is only available for Klaviyo. Additional platform support may be added in the future.
Q: Do I need to do anything after enabling the toggle?
A: No! Once enabled, Rep AI handles everything automatically. Just start building segments in Klaviyo using the rep_conversation_topics property.