Customer ServiceVerified
Reviewed and published by trentmaziarz, July 9, 2026. Discovered and drafted by our automated research pipeline.
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.
Details
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.
Products affected
Klaviyo ServiceCustomer AgentKlaviyo Helpdesk
Sources & Evidence
Company Disclosure
Cite this record
Trace Foundation. (2026). Klaviyo: 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 (data as of 2026-07-09) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/619ca491-ed1e-4055-a28d-4b14b0d3550a. Accessed October 7, 2026.
- Stable link
- https://www.aitrace.org/r/practice/619ca491-ed1e-4055-a28d-4b14b0d3550a
- Data as of
- July 9, 2026
- Last verified
- Not recorded
Other practices by Klaviyo
ProductivityKlaviyo offers Flows AI, a tool that generates complete automated marketing flow sequences — triggered message series such as welcome emails or abandoned cart reminders — from a plain-language description. It was announced as part of the broader Klaviyo AI suite and became generally available in 2024.ProductivityKlaviyo offers Segments AI, a tool that allows marketers to type a plain-language description of an audience (e.g., 'loyal customers who haven't purchased in 90 days but opened an email this month') and automatically converts it into a structured Klaviyo segment definition. It was launched in November 2023 and is available to all paid Klaviyo accounts.ProductivityKlaviyo offers Personalized Send Time, a feature that uses reinforcement learning to automatically deliver each marketing message — email, SMS, push, or WhatsApp — at the individual time when that specific recipient is most likely to open and engage. It was confirmed generally available as of Q4 2025.
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