How to Integrate Klaviyo with Gorgias

What the Klaviyo–Gorgias integration actually does

The integration runs in two directions, and it helps to keep them separate in your head from the start. In one direction, Gorgias pushes support events into Klaviyo — when a ticket is created, closed, or a satisfaction survey is sent or answered, Klaviyo records it against the customer's profile. In the other direction, Klaviyo can surface profile and marketing data inside Gorgias — either as fields synced onto the ticket or as a live widget in the sidebar.

Per Gorgias' Klaviyo 101 documentation, the events that flow from Gorgias into Klaviyo are Opened ticket, Resolved ticket, Satisfaction survey sent, and Satisfaction survey responded. That small set is more powerful than it looks: once those events live in Klaviyo, you can build segments and flows off them. Gorgias' own launch note for the Klaviyo event sync spells out the retention plays it unlocks — suppress customers with an open ticket from a promotional send, win back anyone who left a poor CSAT with a targeted coupon, or upsell customers who just had a great support experience.

If you sell on Shopify, this pairs naturally with the order and customer context Gorgias already pulls in — see Gorgias for Shopify for that side of the picture, and what Gorgias is if you're still mapping the platform.

Step 1: Choose which side you connect from

You can start the connection from either app, and the end state is the same. Most ecommerce teams connect from Klaviyo because that's where the sync options and channel toggles live.

From Gorgias:

1. Go to Settings → All apps.
2. Search for and click Klaviyo.
3. Select Connect app.
4. Enter your helpdesk URL in the format yourdomain.gorgias.com.
5. Toggle the sync options you want (SMS, Reviews, customer profiles), then Authorize and Complete setup.

From Klaviyo (per the Getting started with Gorgias help article):

1. Open the Integrations tab and choose Explore apps.
2. Search for Gorgias and click Install.
3. Enter your Gorgias helpdesk URL and select Connect to Gorgias, logging in if prompted.
4. Click Authorize to grant Klaviyo access.

The screenshot above is the connect page — the App Store card and its Setup → Connect panel, before any Shopify store or live tickets are wired in. What you configure here is the plumbing; the populated widget and synced profile fields only appear once a real store, SMS, or Reviews product is connected on a paid Klaviyo account.

Step 2: Decide what syncs — all tickets or tagged only

During setup Klaviyo asks whether to sync all new Gorgias tickets or only tickets carrying specific tags. This choice matters more than it seems, especially for anyone running multiple brands. Klaviyo's guidance is to scope by tag for multi-brand accounts, since each Klaviyo account should map to one brand — tagging keeps Brand A's tickets out of Brand B's flows.

You also toggle the channels you want to bring across, and enable an optional profile sync from Klaviyo back into Gorgias.

Step 3: Build a flow or segment off a support event

Syncing events is only useful if you act on them. Once Opened ticket and Resolved ticket are landing in Klaviyo, head into Klaviyo and build the retention logic:

1. Create a segment — for example, "customers with an open ticket in the last 3 days" — and use it as a suppression filter on your next promotional campaign so you don't market to someone who's mid-complaint.
2. Build a flow triggered by Satisfaction survey responded, branching on the rating: a thank-you-plus-loyalty-nudge path for happy customers, a service-recovery path (apology, coupon, human follow-up) for unhappy ones.
3. For a WISMO-heavy store, tag "shipping" tickets in Gorgias and sync only those, then trigger a proactive shipping-update flow in Klaviyo for anyone who's asked.

One behaviour to design around: profile creation is passive. Gorgias' docs are explicit that if a synced event has no matching Klaviyo profile, one is created but not subscribed, and the integration only creates profiles — it does not add them to lists or segments. That's deliberate (it keeps you compliant), but it means a support-only contact won't magically start receiving marketing until they've actually consented.

Step 4: Read Klaviyo data inside the Gorgias sidebar

There are two ways Klaviyo data shows up in Gorgias, and they're easy to confuse. The profile sync (Step 2) writes fields onto the ticket. The Klaviyo widget is a richer, live panel — but it has a specific gate. Per Gorgias' documentation, the widget is available only for accounts with Klaviyo SMS or Klaviyo Reviews, and it is only visible inside a Klaviyo SMS or Reviews ticket.

Where it does appear, the widget is genuinely useful: it surfaces email, name, phone number, loyalty data, segments, lists, star ratings, review dates and reviewed products, image URLs, and Klaviyo's predictive properties — so an agent handling a review or an SMS thread sees the customer's full marketing profile without leaving the ticket. This is the same sidebar real estate other apps write into; if you're new to how that panel is composed, the Gorgias customer sidebar explained breaks it down, and the best Gorgias integrations round-up shows what else can live there.

The honest limits — and where an AI layer picks up

The native integration is well-built for what it's scoped to do: it moves events and profiles between two systems reliably and in real time. But it has real edges worth knowing before you rely on it.

• No historical backfill. Only messages and events created after setup sync — nothing before the connection is pulled in retroactively.
• Events, not attributes, on their own schedule. Ticket attributes are detected only after one of the synced events fires, so a tag you add mid-conversation may not reach Klaviyo until the ticket closes.
• Channel caveats. Branded SMS sender IDs can't receive inbound texts; images and GIFs don't render in synced SMS; WhatsApp media attachments don't transfer into Gorgias.
• Pick one reply surface. Replies you send from Gorgias won't appear in Klaviyo's Inbox, so you should answer from one platform to avoid a split thread.

And notice the bigger thing the integration structurally can't do: it moves data, not answers. A synced Opened ticket event tells Klaviyo a customer needs help; it does not read the ticket, look up order #4471's tracking, check the returns window on a subscription, and write the reply that resolves it. Every one of those events still lands on a human.

That's the seam an AI agent layer fills. The category of AI agents for customer service exists to do the reasoning-and-writing work the sync can't. Macha is one such layer, and the distinction matters: it runs on top of the Gorgias you already use through a native Gorgias connector — it does not replace Gorgias, Klaviyo, or their integration. It reads and writes the same tickets your Klaviyo events are timestamped against, drafting or posting grounded first replies for WISMO, returns, and subscription questions, and pulling order or account status through a custom tool that turns a REST API into something the agent can call and cite. Credits are consumed per AI action, not per resolution — the pricing page has the breakdown. The clean division of labour: let Klaviyo and Gorgias own the marketing and support data, and layer an agent on top for the part neither can do — actually answering fast enough to earn the good CSAT that then flows back into your Klaviyo win-back logic.

FAQ

Do I set this up in Gorgias or Klaviyo? Either — the integration is two-sided and lands in the same place. Start from Gorgias under Settings → All apps → Klaviyo → Connect app, or from Klaviyo under Integrations → Explore apps → Gorgias → Install. Both ask for your yourdomain.gorgias.com helpdesk URL and an authorization step. Most teams connect from Klaviyo because the sync and channel toggles live there.

Which Gorgias events sync into Klaviyo? Opened ticket, Resolved ticket, Satisfaction survey sent, and Satisfaction survey responded. You build Klaviyo segments and flows off those — for example, suppressing customers with an open ticket from a campaign, or triggering a service-recovery flow off a low CSAT response.

Why can't I see the Klaviyo widget in a ticket? The Klaviyo sidebar widget only appears for accounts with Klaviyo SMS or Klaviyo Reviews, and only inside a Klaviyo SMS or Reviews ticket. If you've only enabled event and profile sync (not SMS or Reviews), you'll see synced profile fields on the ticket but not the full live widget.

Will old tickets and subscribers sync retroactively? No. The integration only syncs messages and events created after you connect it — there's no historical backfill. Plan the connection before a big campaign or peak, not during it.

Can I add AI to Gorgias without disrupting my Klaviyo integration? Yes. An AI agent layer like Macha connects to Gorgias as a native connector and runs on top of your existing help desk — it doesn't touch or replace the Klaviyo integration. It helps resolve the tickets that generate your Klaviyo events by drafting grounded replies and looking up order or account data, while Gorgias and Klaviyo stay the systems of record.

Ready to turn synced support signals into answered tickets? Start a free trial of Macha and connect it to your Gorgias in minutes.