Klaviyo and Gorgias.

Gorgias and Klaviyo connect so support and marketing share context. Support activity can appear in Klaviyo, and agents can see marketing and order context inside tickets. The main benefit is restraint: you can pause promotions to customers with an open complaint and follow up sensibly once a ticket is resolved.

What Gorgias sends to Klaviyo.

• Ticket created. A customer has contacted support, which can mark them as someone to leave out of promotions for now.
• Ticket closed or resolved. A support issue has ended, which can start a considerate follow up or return them to normal sends.
• Support contact history. Whether a customer has ever raised a ticket, useful for segmentation and care.
• Customer context in tickets. Klaviyo profile information shown to agents, such as orders and past activity.

Flows it enables.

• Post resolution check in

  A short message after a ticket closes, asking whether the problem is sorted, with no sales content.

• Open ticket suppression

  Not a message but a filter that stops campaigns going to people in a live dispute.

• Repeat contact review

  Flags customers who contact support often so your team can reach out personally.

• Review request after good service

  Where appropriate, invite a review from customers whose issue was solved well.

Setup order.

1. 1. Connect inside Gorgias

   Add the Klaviyo integration from the Gorgias apps area and sign in to authorise it.

2. 2. Check customer context

   Open a test ticket and confirm Klaviyo information appears in the sidebar for that customer.

3. 3. Confirm activity reaches Klaviyo

   Create and close a test ticket and look for the related activity on the profile.

4. 4. Build a suppression segment

   Create a segment of customers with an open ticket and decide which sends exclude them.

5. 5. Agree rules with the support team

   Settle who owns follow ups so marketing and support do not both contact the same customer.

6. 6. Test the follow up

   Close a test ticket and check the follow up fires once, in plain language and with no offers.

Common pitfalls.

• A promotional email landing in the inbox of someone who just complained.
• Support follow ups written like marketing copy.
• Agents seeing stale or incomplete customer context.
• Leaving the suppression segment out of campaign sends.
• No agreement on who owns customer contact after a ticket closes.

Apps and Klaviyo both change their screens and options over time, so confirm names against what you see and check each app's own documentation for current details.

Want this wired up and tested for you? See our retention strategy service or book a free audit.