Support shoppers across the customer journey automatically
Imagine a shopper is browsing products on your website and they’re curious about sizing, shipping times, or how 2 products compare. They have questions, but they don’t want to dig through FAQs or wait for an email reply. Time is money, and every unanswered question risks losing the sale. With Klaviyo’s AI Service Agent, your store gains a 24/7 virtual salesperson that answers questions in real time, turning hesitation into confidence, and browsers into buyers.
In this lesson, you’ll learn how your AI agent:
- Answers shopper questions in real time on product pages and in Customer Hub
- Supports both pre- and post-sale inquiries, from product questions to return policies
- Recommends products based on browsing behavior, past purchases, and profile insights
- Reduces support volume by deflecting common questions automatically
- Escalates complex or unresolved issues to your team when needed
- Learns from your store’s data, FAQs, and uploaded content to improve responses over time
Let’s get started!
Train, launch, and fine-tune your AI agent
Get the most out of your AI agent by focusing on 3 key areas: setup, visibility, and handoff. These steps help create a smooth, effective experience for your customers while reducing your team's workload. Click through the tabs to explore each phase in more detail.
Set up and train your AI agent
Lay the foundation for smarter conversations
Klaviyo starts by automatically syncing your storefront 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 AI agent’s knowledge base by uploading supporting FAQs, help docs, and custom answers.
After adding information for your AI agent to reference, be sure to test its responses. 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 and FAQs
Once your AI 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 AI agent where shoppers naturally need help, such as through a chat bubble or inline FAQs, makes support feel effortless and timely.
This is not just about answering questions. It is 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 the AI 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 AI agent to work
Now that you’ve seen how Klaviyo’s AI Service Agent can fit into your customer experience, it’s time to put what you’ve learned into action. Use the steps below to set up your AI agent, starting with the basics and building your way up.
Train your agent with the right knowledge
Out of the box, Klaviyo’s AI Service 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
Add additional websites, files, PDFs, troubleshooting guides, or custom text snippets to improve the accuracy of your AI agent’s answers to frequently asked questions. Navigate to Conversations > AI 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 AI agent is? You can test it any time. On the Setup page, choose a product page, then ask real shopper questions like “What’s your shipping policy?” or “What if I don’t like it?”
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 and FAQs
Enable web chat 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 Hub in the left-hand panel, then click the gear icon to open Settings. Then click web chat. Enable the web chat toggle and choose All visitors from the dropdown. Add a short welcome message to greet shoppers when they open the chat and encourage them to start a conversation.
Add onsite FAQs
Use Customer Hub > FAQ to display answers to common questions directly on your site. Clicking an FAQ opens the answer in the AI chat for a seamless experience.
Add the Hub launcher chat bubble
In the Design tab under Customer Hub settings, 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 two chat widgets at once can confuse visitors and create a poor experience.
Route complex questions to your team
Choose your handoff method
In AI agent settings, select Zendesk, Gorgias, or Klaviyo Inbox as your handoff destination. Klaviyo Inbox is the recommended option for a seamless in-platform experience.
Customize fallback behavior
Set a custom message for when the AI agent doesn’t know the answer. You can also link to support documentation or display an email address for additional help.
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.
Understand and improve your AI agent’s performance
Your AI agent overview dashboard generates useful data that can help you improve performance and shopper experience. Use the dashboard to see what’s working and where you might need to step in.
To access the dashboard in Klaviyo, go to Conversations > AI Agent > Overview.
You’ll find 2 main areas:
Overview section
See how many conversations your AI agent has handled and how effectively it’s resolving them. Key metrics include:
- Conversations: Total number of chats initiated with your AI agent
- Resolved by AI rate: Percentage of conversations resolved without human help
- Routed to team rate: Percentage of conversations passed to your team for follow-up
- Use the graph to track trends over time and see how engagement evolves.
Conversations section
- Review every chat your AI agent has had, including the shopper’s first question, whether the AI resolved it, and if it was handed off to your team.
- This view helps you spot patterns, understand what shoppers are asking, and identify areas where your agent needs better training.
That’s a wrap! You’ve unlocked the best ways to set up your AI agent for success. Put them into action and watch Klaviyo’s AI Service Agent start driving results right away.
Additional Resource
For more on how to use Klaviyo’s Customer Hub and start building personalized onsite experiences that your customers will love, take our Getting Started with Customer Hub course today!