Service AMA: Answers from the product experts
Hi everyone,I'm reaching out to see if anyone else has experienced confusion—or unexpected charges—after signing up for Klaviyo's Customer Hub mid-billing cycle.Here’s what happened to me: I subscribed to Customer Hub on Sept 25. I was (and still am) in a 30-day trial. However, I was charged that same day. Then on Oct 15, I was charged again for Customer Hub—because it is my normal billing cycle. To repeat- I am still in my 30-day trial until Oct 25! When I contacted support, I was told that Klaviyo doesn’t prorate add-ons, and everything renews on the original billing cycle—and basically to have a good day.🔍 So I’m wondering: Has anyone else experienced this? Do you find the Customer Hub feature worth the cost? Any insights would be appreciated, as I’m trying to decide what I should do next.
Hi, I just joined here and I was trying out the spin to win form, I have successfully integrated it to my website but what's happening is after I created the flow it is not recording some events like “form completed by profile” and now the flow is not working because I’m using the “$success_step_name” that doesn't exists. I don't think I have done anything to stop the evens from being recorded.
Hi everyone,I’d like to create a segment using the “starting_date” of the customer. Specifically, I want to include profiles that are scheduled to receive emails 2 days before their starting date (i.e., starting_date - today = 2). However, I’d like to exclude profiles for which only 1 day remains until their starting date.Could you please advise how I can set up this segment?I really appreciate your help.
I’ve tried about every different iteration of this and I get “Your template contains placeholders we can't replace. No problem, de-select that option to view a preview.” when I try to previewAll of these output correctly as template tags if I remove the conditionalDoesn’t work{% if event.extra.fulfillment.line_items|size > 1 %}products{% else %}{{ event.extra.fulfillment.line_items.0.name|default:'product' }}{% endif %} Does work (outputs product’s name correctly){{ event.extra.fulfillment.line_items.0.name|default:'product' }}
I’d love for an actual human to talk to about moving over one of our clients to your platform. However, I’m stuck in chatbot hell and have submitted a “Request for Demo” over three times in the past 3 weeks. I have questions that can not be obtained by just looking at your pricing.Can someone on your product team assist and get me connected to a sales person? Or do you not have real people that a prospective customer can talk to?
Our campaign emails are going straight to spam, we have checked our email authentication and domain reputation and cannot seem to figure out the cause. How can I get this resolved? I need this corrected please.
Is there a way to audit our account and identify what’s changed leading to reduced performance overall? I’ve considered attribution changes and how we’re not emailing as frequently, but I want to be able analyze this with more intelligence.A year ago, our email performance was good, and it’s become poor over the last 6 months or so. I want to understand more about this. We’re still earning ~15% - ~20% of 30 days sales via email, but we earned considerably higher conversions previously.
HiIs it possible to have a text-based only email with dynamic product recommendations hyperlinked?ThanksElisa
Looking for general guidance on getting started, setting up, or trouble-shooting Customer Hub, Customer Agent, or Helpdesk? Struggling to scale, globalize or customize Customer Hub? Want to know how to configure Customer Agent for your specific needs? Wondering what platforms Helpdesk integrates with or how it might fit in existing separate CX - marketing work-streams? You’re in the right place. From October 13-20, our Klaviyo Service product experts, including the Head of Product Grant Deken, as well as product managers Paul and Tanner, will be answering your questions directly. Drop your questions in this thread any time during the AMA window, and they’ll respond by Monday, October 20.Let’s get your service strategy smooth, scalable, and streamlined for the peak season ahead.The AMA is open! Post your questions below.
** for privacy purposes, the customer data shown here is just dummy data and they are not real ** We have a profile feed set up to send customer create and update from our system to Klaviyo in real-time when a customer record is created. Our API request body looks as below. We send our internal customer ID in the “external_id” field under attributes and it populates correctly under “Profile details” section as shown in the screenshot. API request body: { "data": { "type": "profile", "attributes": { "email": "example@gmail.com", "external_id": "1003010463", "first_name": "example", "last_name": "customer", "location": { "address1": "", "address2": "", "city": "", "country": "", "region": "", "zip": "" }, "properties": { "email_opt_out_date": null, "birthday": null, "email_opt_in": "", "email_opt_in_date": null, "spouse_name": "", "marital_status": "", "ph
Hi, We are trying to support our clients with loading existing customer profiles to Klaviyo via csv file during onboarding. After onboarding, we send customer create and update via real-time profiles API to Klaviyo. When sending customer data via API, we send ‘external_id’ field under the attributes section per Klaviyo documentation. This external_id field then gets populated correctly under ‘Profile details’ section. However, when I upload customer profile via csv file and input the ID under ‘external_id’ column, Klaviyo asks to map the external_id field to a new field and when it gets uploaded, it is created under ‘Custom properties’. How can I get the external_id field to be populated under ‘Profile detail’ section when loading data via csv file?
Hi everyone,I’m looking to streamline my workflow when creating signup forms in Klaviyo. Is there a way to save a signup form as a template so that I can easily apply it to new forms later on?Right now I don’t see any built‑in option for this (like in campaign emails), and I haven’t found a clear workaround in the documentation. If anyone knows whether this feature exists—or if there’s a reliable method (e.g., duplicating a form, using a custom HTML snippet, etc.)—I’d love to hear about it.Thanks in advance for any tips or guidance!
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