Klaviyo deployed Customer Agent, an AI-powered customer service agent that automatically answers shopper questions, recommends products, tracks orders, processes returns, and escalates complex cases to human agents — available 24/7 across web chat, SMS, email, and WhatsApp. It was broadly released in September 2025.

Customer Agent receives incoming shopper messages across web chat, SMS, email, and WhatsApp, pulls in the shopper's full profile (purchase history, loyalty status, browsing behavior, open orders) from Klaviyo's CRM, and generates contextual replies or takes actions such as order lookups and return initiations. When it cannot resolve an issue, it hands off to a human agent with full context preserved. The system supports 113 languages, is pre-trained on the brand's storefront and help docs, and includes configurable 'Agent Guidance' for tone and escalation rules. Full Shopify integration is required for order tracking and recommendations; non-Shopify brands can use a limited knowledge-based version.