Getting started with Customer Agent is simple, but setting it up the right way makes all the difference. A well-trained and properly configured Agent not only answers questions accurately, but also creates a seamless experience that builds trust with shoppers and reduces pressure on your team.
- Train your Agent with the right knowledge so it can handle product questions, policies, and FAQs confidently.
- Make it visible to shoppers through web chat, text message, email, predefined FAQ buttons that open the chat window, and the onsite chat widget to encourage engagement.
- Plan smooth handoffs so complex questions reach your support team with the full context they need.
With the right setup, Customer Agent becomes a reliable 24/7 assistant that helps shoppers buy with confidence and supports your team behind the scenes.
Train, launch, and fine-tune your Agent
Focus on 3 key areas: setup, visibility, and handoff. Click through the tabs below to explore each phase in more detail.
Set up and train your Customer Agent
Lay the foundation for smarter conversations
Klaviyo starts by ingesting your storefront automatically, so your Agent can understand your products, policies, and brand voice from day one, without any additional effort on your part.
To build on this foundation, you can expand your Agent’s knowledge base by uploading supporting FAQs, help docs, and custom answers.
After adding information for your knowledge base to reference, be sure to test its responses in the Playground. This helps ensure your Agent is prepared to support real shoppers with accurate answers at every stage of their journey.
Make your Agent visible to shoppers
Turn on web chat, SMS, and FAQs
Once your Agent is trained, the next step is making it easy for shoppers to find and use.
Visibility is key. If customers don’t know support is available, they won’t engage.
Placing your Agent where shoppers naturally need help, such as through a chat widget or predefined FAQs that open the chat, makes support feel effortless and timely.
This is not just about answering questions. It’s about meeting customers where they are, reducing friction, and building trust in the moment.
Set up smart handoffs
Route complex questions to your team
Even the best AI Agent can’t answer everything. And that’s the point.
When a question falls outside your Customer Agent’s scope, a smooth handoff keeps the experience helpful and human.
Whether a shopper needs personalized support, has a sensitive issue, or just wants to talk to someone, an automated handoff builds trust and reduces frustration.
By pairing automation with thoughtful escalation, you can give customers the support they need without overwhelming your support team.
Put your Customer Agent to work
Now that you’ve seen how Customer Agent is built to enhance your customer experience, it’s time to put what you’ve learned into action. Expand the dropdowns below for step-by-step instructions to set up your Customer Agent, starting with the basics and building your way up.
Train your Agent with the right knowledge
Out of the box, Customer Agent begins ingesting your storefront data. To expand on its knowledge, you can add additional documentation and content to improve responses. Testing helps ensure it’s ready to guide your shoppers before you go live.
Upload additional knowledge
To improve the accuracy of your Customer Agent's answers to frequently asked questions, add additional websites, files, PDFs, troubleshooting guides, or custom text snippets. Navigate to Customer Agent > Knowledge to upload files.
Cover both pre- and post-sale questions
Add content that supports the full journey, from product questions and sizing to shipping details and return policies.
Test and refine responses
Wondering how accurate your Agent is? You can test it any time. On the Playground page, choose a product page, then ask real shopper questions like “What’s your shipping policy?” or "Can I return this if it doesn't fit?"
If the responses aren’t quite what you expect, head to the Knowledge tab. Make your updates by uploading additional documentation, then run a few quick tests to ensure your AI Agent is responding the way you want.
Turn on web chat, SMS, and FAQs
Enable web chat and SMS for all users
We recommend turning on the AI Agent for all visitors, not just logged-in customers.
To ensure all visitors can access the AI Agent, go to Customer Agent in the left-hand panel, then click Settings. Then, click Channels.
Note: to enable the Web Chat toggle in Customer Agent, first make sure that your Customer Hub is enabled and the web chat option is selected. Go to Customer Hub > Extensions, then scroll down to Web chat. Check out this help doc for more ways to get started with web chat.
Add onsite FAQs
Use Customer Hub > Extensions > Display FAQs to show answers to common questions directly on your site. Clicking an FAQ opens the answer in the AI chat for a seamless experience.
Add the chat widget
In the Design tab of Customer Hub settings, toggle to Widget settings and enable the floating chat bubble to display on your site. This ensures shoppers can get help from any page.
Avoid chat widget conflicts
If you’re already using another chat tool, consider replacing it with Klaviyo’s. Running 2 chat widgets at once can confuse visitors and create a poor experience.
Route complex questions to your team
Choose your handoff method
Go to Customer Agent > Settings > Handoff to configure where Agents will send conversations that require a human response.
Use the dropdown to select Zendesk, Gorgias, or Klaviyo Helpdesk as your handoff destination. Klaviyo Helpdesk is the recommended option for a seamless in-platform experience.
Monitor and improve conversations
After your Agent is live, check conversations regularly to identify unanswered questions and opportunities to expand your AI Agent’s knowledge base.