Learn the basics of how Klaviyo integration works.
Who maintains the integration #
Klaviyo’s integration with Gladly was built by Gladly and is maintained by Gladly.
Basic scope #
When Conversations in Gladly are created and closed, Gladly sends an event to Klaviyo containing the Customer’s email address, allowing Klaviyo to control email communications to the Customer. While Gladly sends events to Klaviyo, Klaviyo does not sync or send any information back to Gladly.
How the integration works #
When a Conversation is opened or closed in Gladly, Klaviyo detects this update, so it knows when the Customer has an active Conversation. This allows Klaviyo to control or stop marketing emails the Customer may receive while the Conversation is open.
- Gladly sends the “started conversation in Gladly” event with the following information in customer_properties when a Conversation is created. If a Customer has multiple email addresses in their Profile, this event is sent for each email.
- Email – Customer’s email address
- In Gladly Conversation – True
- Gladly sends the “closed conversation in Gladly” event with the following information in customer_properties when a Conversation is closed. If a Customer has multiple email addresses in their Profile, this event is sent for each email.
- Email – Customer’s email address
- In Gladly Conversation – False
Aside from the Customer’s email address and a custom field that lets Klaviyo know an event is from Gladly that a Conversation is opened or closed, Gladly does not send any other event/data to Klaviyo. In summary:
- Gladly sends an event to Klaviyo both when a Conversation is opened and closed.
- This event only includes two pieces of information which is the email address and a boolean that states whether the Conversation was is opened or closed.
- A new user is created in Klaviyo if the user does not exist. The integration will check for a user in Klaviyo with the email address. If it does not exist, it will create the user in Klaviyo. There is no way to cofigure this functionality at the moment.
The Gladly Klaviyo App does not send emails. This must be configured in Klaviyo via rules and/or segments.
