Latest App version: v1.0.0
Email marketing and support shouldn't live in separate worlds. Gladly's Klaviyo integration brings a Customer's email marketing profile, subscription status, and recent email history directly into the Gladly platform – so every Conversation, whether handled by an Agent or AI, has the marketing context it needs and can honor subscription requests without leaving the desktop.
Key benefits
Honor unsubscribe requests on the spot
When a Customer asks to stop receiving marketing emails, a team member can unsubscribe them in Klaviyo directly from the Conversation – no swivel-chairing into another tool, no follow-up ticket.
See marketing context before you reply
Recent marketing emails sent to the Customer – subject lines and send dates – are available instantly, so team members know exactly what the Customer has received before they respond.
Know subscription status at a glance
A Customer's current email marketing consent – subscribed, unsubscribed, or never subscribed – is surfaced on the Customer's profile, so every interaction reflects their actual marketing relationship.
Resolve "Why am I still getting emails?" without guesswork
When a Customer questions the emails they're receiving, team members see the real consent status and recent sends – so they can explain or correct it immediately instead of escalating.
Supported features
The Klaviyo App Platform integration is available across multiple areas of Gladly:
Gladly AI
Klaviyo Data Pulls are available in Guides. Guides can retrieve a Customer's subscription status and recent email events during Customer Conversations to provide personalized, context-aware responses.
Gladly Team
A Klaviyo Card displays in Customer Details, showing the Customer's email marketing consent status and the marketing emails they've recently received — so team members can view the Customer's Klaviyo profile alongside the Conversation.
Actions
A team member can unsubscribe a Customer from Klaviyo marketing email directly from the + menu on the Customer's profile, choosing which subscribed email address to unsubscribe.
Details
What data can you access
Klaviyo Profile
Profile ID, email address, first name, and last name
Last updated timestamp
Email marketing subscription details: consent status (subscribed / unsubscribed / never subscribed), whether the Customer can receive marketing email, and the consent timestamp
Email Events
Recent marketing emails sent to the Customer (the "Received Email" events from Klaviyo), newest first
For each email: subject line and send timestamp
What actions can an Agent take
Unsubscribe from Marketing
Removes the Customer's email marketing subscription consent in Klaviyo
The team member selects an email address from a dropdown (only currently subscribed addresses are shown)
On success, the Customer's consent status changes to Unsubscribed in Klaviyo
How does Customer matching work?
Klaviyo finds the right Customer by matching data from their Customer Profile:
Email search – Searches Klaviyo using all email addresses from the Customer Profile.
No match – If no Klaviyo profile is found, the Card displays empty and Guides receive no Klaviyo data for that Customer.
Key use cases
1. Honor an unsubscribe request instantly
Use case: A Customer emails support asking to stop receiving marketing emails. The team member handles it end-to-end without leaving Gladly.
Example Customer flow
Customer: "Please stop sending me your promo emails."
Gladly:
Surfaces the Customer's Klaviyo profile and current consent status (Subscribed) in the Klaviyo Card.
The team member opens the + menu, selects Unsubscribe from Marketing (Klaviyo), and chooses the Customer's email address.
Klaviyo updates the Customer's consent to Unsubscribed.
Responds: "Done — I've unsubscribed you from our marketing emails. You won't receive any more promotional messages."
Business impact: Unsubscribe requests are honored immediately and accurately, reducing compliance risk and the number of follow-up complaints.
2. Give Agents marketing context before they reply
Use case: A Customer reaches out confused about a recent email. The team member already has the full picture.
How it works:
The Agent opens the Klaviyo Card and sees the marketing emails the Customer recently received, with subject lines and send dates.
They can immediately reference the exact email the Customer is asking about – no need to ask the Customer to forward it.
Business impact: Faster, more personal replies because the team member already knows what the Customer received.
3. Personalize automated responses with subscription status
Use case: Guides tailors a response based on whether the Customer is subscribed to marketing.
How it works:
A Data Pull retrieves the Customer's consent status during the Conversation.
Guides uses that status to decide how to respond – for example, inviting an unsubscribed Customer to opt back in, or confirming an unsubscribe was already processed.
Business impact: Automated Conversations reflect each Customer's real marketing relationship without team member involvement.