Gorgias Klaviyo: A complete guide to the integration

If you're running an e-commerce brand, you know that your tools need to talk to each other. Juggling separate apps for marketing, sales, and support can get messy, fast. For many merchants, especially on Shopify, the dream team for customer support and marketing is Gorgias and Klaviyo. They're both fantastic at what they do.

But what actually happens when you connect them? This post is your no-nonsense guide to the Gorgias Klaviyo integration. We'll walk through how it works, point out how to get the most out of your setup as you scale, and show you how to add a layer of AI to turn this duo into a real automated workflow.

What is Gorgias and what is Klaviyo?

First, a quick intro to both platforms in case you're more familiar with one than the other.

What is Gorgias?

Think of Gorgias as the mission control for your customer support. It pulls all your customer conversations, from email, chat, social media, you name it, into one clean dashboard. It also connects deeply with platforms like Shopify, so your support agents can see a customer’s full order history or even process a refund without ever having to switch tabs. It is a mature, reliable platform that powers support for thousands of brands.

What is Klaviyo?

Klaviyo is the brain behind your email and SMS marketing. It's known for its powerful segmentation, letting you send targeted campaigns based on what customers do, like what they've bought or browsed on your site. If you’ve ever gotten a perfectly timed email reminding you about an item left in your cart, there's a good chance Klaviyo was behind it.

How the Gorgias Klaviyo integration works

Connecting these two platforms does more than just trim a few clicks from your day. It helps create a smoother experience for your team and your customers. Here’s what the integration actually does.

graph TD subgraph Proactive Support A[Klaviyo: Customer replies to SMS] --> B(Gorgias: New ticket created); C[Klaviyo: Customer leaves negative review] --> B; end subgraph Smarter Marketing D[Gorgias: Ticket resolved] --> E(Klaviyo: Update customer profile); F[Gorgias: Low satisfaction rating] --> E; E --> G{Create Segment}; G --> H[Exclude from sales campaign]; end

Get customer texts and reviews in one place

One of the best perks is tidying up your support queue. When a customer replies to an SMS campaign you sent from Klaviyo, the integration automatically creates a new ticket in Gorgias. This means your support team can jump on the query without logging into Klaviyo or waiting for the marketing team to pass it along.

It works the same way for negative product reviews left via Klaviyo Reviews. You can set it up so that any review below, say, three stars automatically opens a ticket. This lets your team proactively reach out to a disappointed customer and try to make things right.

Give your agents more customer context

Context is key for good support. The integration puts a small widget in the Gorgias sidebar that pulls in customer data straight from Klaviyo. Your agents can see which email lists a customer is on, how they've interacted with campaigns, and even predictive data like their estimated lifetime value.

With this info, an agent can offer much more personal help. They know if they're talking to a long-time VIP or a brand-new subscriber without having to dig around in another system.

Build smarter marketing campaigns

The data flow isn't just a one-way street. Gorgias sends support events like "Ticket Opened" or "Ticket Resolved" back to Klaviyo, which your marketing team can use to create more thoughtful campaigns.

A common example is setting up a rule to exclude anyone with an open support ticket from your latest sales email. It’s a simple touch, but it keeps you from trying to sell something to a customer who's already dealing with an issue. You can also create automated campaigns that trigger after someone leaves a low satisfaction rating, maybe offering a discount to win them back.

Key considerations for scaling your Gorgias Klaviyo setup

The native integration is great for syncing data and keeping conversations organized. As your business grows, you can look at ways to make your workflows even more efficient.

Combining human expertise with automation

The Gorgias Klaviyo integration is a champ at creating tickets and providing data to your team. While it organizes the workload perfectly for your agents, many teams find that adding an AI layer helps manage repetitive questions like "Where is my order?" or "How do I make a return?". This allows your human agents to focus on more complex, high-value customer interactions.

Unifying additional company knowledge

Even with Klaviyo data inside Gorgias, your agents may sometimes need information from other places to solve a problem. The answer to a customer's question might live in your public help center, an internal wiki on Confluence, or a process doc in Google Docs. While the standard integration focuses on marketing data, you can easily bridge these other knowledge sources by adding a complementary AI tool to your Gorgias ecosystem.

Scaling your support operations

As your brand gains popularity, your ticket volume will naturally increase. Gorgias provides a robust platform that scales with you. To keep your support operations lean during peak seasons like Black Friday or to offer 24/7 support efficiently, integrating AI automation is a popular choice for many merchants using Gorgias.

Add AI to your Gorgias Klaviyo setup

This is where you can build on top of the Gorgias Klaviyo integration with a layer of smart automation. Instead of just managing tickets, you can start resolving them instantly.

Go from creating tickets to instantly resolving them

One option to consider is an AI platform like eesel AI, which connects directly to your Gorgias helpdesk. Now, when a customer replies to a Klaviyo SMS, eesel's AI Agent can understand the question and provide an immediate, accurate answer all on its own.

For instance, if a customer texts "Where is my order?", the AI Agent can look up the order in Shopify in real-time, grab the tracking info, and send it back in seconds. The ticket is resolved and closed quickly, which is a great way to handle common questions.

Bring all your company knowledge together

A benefit of using eesel AI is its ability to learn from your various knowledge sources. With simple, one-click integrations, you can connect it to your help center articles, internal wikis on Confluence or Notion, shared Google Docs, and even the resolution history of your past tickets.

This creates a single source of truth for your entire support operation. The AI Agent uses this unified knowledge base to answer customer questions automatically, and the AI Copilot uses it to draft instant, on-brand replies for your human agents. This helps unify your knowledge for good.

Test and deploy your AI with confidence

One of the priorities when adding AI is ensuring it maintains your brand's high standards. eesel AI was built to be simple and self-serve, so you can get started in minutes. A helpful feature is its simulation mode.

Before turning the AI on for live customers, you can run it on thousands of your past Gorgias tickets in a safe environment. This gives you a clear forecast of how many tickets it can handle and lets you see exactly what it would have said. From there, you can roll it out gradually, starting with specific ticket types as you get more comfortable.

Understanding Gorgias pricing

To get the full picture, it helps to know how Gorgias plans are structured. Gorgias offers tiered plans to match different team sizes and support volumes. Their model is mostly based on the number of "billable tickets" you handle each month, allowing you to choose a plan that fits your current needs.

Here’s a quick look at their main plans, based on their official pricing page:

Plan	Monthly price	Billable tickets/mo	Key features
Starter	from $10/mo	50	Basic helpdesk, email, chat, social media integrations.
Basic	from $50/mo	300	Includes everything in Starter, more integrations.
Pro	from $300/mo	2,000	Includes everything in Basic, revenue statistics.
Advanced	from $750/mo	5,000	Includes everything in Pro, dedicated email server.
Enterprise	Custom	Custom	All features, dedicated support, custom solutions.

Build a Gorgias Klaviyo foundation, then automate

The Gorgias Klaviyo integration is a smart move for any growing e-commerce brand. It gets your marketing and support teams on the same page, provides richer customer data, and cleans up your communication channels. It sets a great foundation within an impressive ecosystem.

But a foundation is just the start. The integration is excellent for syncing data, and the next logical step for many is moving from managing tickets to instantly resolving them with AI. This helps you scale your support and make the most of your company's knowledge.

Ready to turn your Gorgias Klaviyo setup into a more automated machine? Connect your Gorgias account and see how eesel AI can start resolving your customer tickets right away. Start your free trial today.