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 the growing pains you'll likely hit, 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.

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.

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 limitations of the standard Gorgias Klaviyo setup

The native integration is great for syncing data and keeping conversations organized. But as your business grows, you'll start to notice a few gaps where things don't feel quite so efficient anymore.

The integration syncs data, but an agent still has to resolve every ticket

The Gorgias Klaviyo integration is a champ at creating tickets, but that's pretty much where its job stops. A person on your team still has to read, understand, and type out a response to every single ticket that comes in. It helps you manage the workload, but it doesn't actually reduce it.

All those repetitive questions like "Where is my order?" or "How do I make a return?" will keep piling up and eating into your team's day. The integration gets the data in the right place, but it doesn't resolve anything on its own.

Your company knowledge is still scattered

Even with Klaviyo data inside Gorgias, your agents often 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, a messy process doc in Google Docs, or just in the head of a senior team member.

The integration doesn't connect to all that other company knowledge. This means agents waste time hunting for answers across different apps, which leads to slower replies and sometimes, inconsistent information.

Scaling up still means hiring more people

Since every ticket needs a human touch, your support operations are stuck in a linear model: more tickets means you need more agents. This becomes a real bottleneck during busy seasons like Black Friday and makes offering 24/7 support incredibly expensive. The integration makes your existing team more efficient, but it doesn't change the underlying math of scaling your headcount to meet demand.

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 better, you can start resolving them instantly.

Go from creating tickets to instantly resolving them

An AI platform like eesel AI 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 before a human agent even sees it. This directly tackles the "manual resolution" problem by automating away the most common questions.

Bring all your company knowledge together

The real value of eesel AI is its ability to learn from all your 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 fixes the "scattered knowledge" problem for good.

Test and deploy your AI with confidence

One of the biggest worries with AI is that you'll lose control and mess up the customer experience. eesel AI was built to be simple and self-serve, so you can get started in minutes. A huge piece of that 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 tweak its behavior. You can see exactly what it would have said and get a feel for which queries are perfect for automation. From there, you can roll it out slowly, starting with just one type of ticket and expanding as you get more comfortable.

Understanding Gorgias pricing

To get the full picture, it helps to know how Gorgias plans are structured. Their model is mostly based on the number of "billable tickets" you handle each month, not how many agents you have (though some plans have seat limits). This means that as your support volume grows, so does your Gorgias bill.

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

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.

But a foundation is just the start. The integration is beautiful for syncing data, but it doesn't solve the bigger problems of scaling your support, cutting down on manual work, or tapping into all of your company's knowledge. That's the next logical step: moving from just managing tickets to instantly resolving them with AI.

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.