Rep AI can use information from your connected Klaviyo account to give identified shoppers more relevant service.
Customer segments, engagement and other profile information add context to conversations automatically.
Get started
- Open Settings → Integrations → Marketing in your Rep Console.
- Find Klaviyo and connect your account.
- Authorize Rep AI in Klaviyo.
- Check that the Klaviyo card shows Connected.
If Klaviyo is already connected, no additional activation is needed.
For connection instructions, see Grow Your Email Lists with Rep AI’s Klaviyo Integration.
When personalization works
Rep looks for a matching Klaviyo profile using the shopper’s email when a new conversation session begins.
For personalization to work:
- Klaviyo must be connected.
- Rep must already know the shopper’s email when the session starts.
- A matching profile must contain useful information in Klaviyo.
If a shopper provides their email during a conversation, Rep can look up their Klaviyo profile in their next session.
What information Rep can use
Depending on what is available in Klaviyo, Rep can use:
- Customer segments.
- Predicted customer value and risk of becoming inactive.
- Email engagement level.
- Previous order count.
- Custom profile information you maintain.
Not every profile contains every type of information. A Klaviyo profile can provide useful context even without a matching Shopify customer profile.
How Rep uses this information
Customer information helps guide Rep’s communication style. For example, signals that a customer may become inactive can guide a patient, solution-focused response.
Rep is instructed to use these signals privately, without telling shoppers their internal segment names, predicted value or engagement level.
Troubleshooting
Where can I see the Klaviyo information Rep uses?
Personalization works in the background. There is no dedicated Klaviyo customer-data panel in the Rep Console.
Why does a recent profile update not appear in the conversation?
Rep can reuse complete customer profiles for up to six hours. Profile changes are not streamed into an ongoing conversation.
Why is a shopper’s conversation not personalized?
Check that Klaviyo is connected, that Rep knew the email before the session began, and that the same email has a Klaviyo profile. The profile may also contain limited information.
What happens if Klaviyo is temporarily unavailable?
Rep continues the conversation using the other customer and store information available.