Klaviyo is now available as a skill inside Text Playbook, so you can move customer data from a chat or ticket straight into your Klaviyo account without any manual work.
Before you start
To use the Klaviyo skill in Playbook, you'll need:
A Klaviyo account, connected as a credential in Playbook.
A customer email available in the conversation — every Klaviyo skill that syncs a profile requires an email address to identify the contact.
If you're new to building automations in Text, start with the Playbook overview and Advanced Playbook usage before adding the Klaviyo skill to a flow.
Klaviyo skill available in Text
Once your Klaviyo credentials are connected, five skills are available in the Playbook builder:
Get profile — fetches an existing Klaviyo profile.
Create or update profile — creates a new profile or updates an existing one with data from the conversation.
Track event — logs a custom event against a profile, such as a product view or cart addition.
Subscribe — subscribes a profile to email or SMS marketing.
Unsubscribe — removes a profile from email or SMS marketing.
These can be combined with other Playbook skills — for example, Salesforce actions or a Slack notification — in the same flow.
New triggers that pair with Klaviyo
Alongside the Klaviyo skills, three new triggers give Playbook more ways to react to customer data:
Customer email set or identified — starts a workflow the moment a customer's email becomes known in a conversation.
Customer custom fields updated — starts a workflow when a customer's custom field values change.
Ticket custom field changed — triggers a workflow when a ticket custom field is updated.
There's also a new product card trigger that fires the moment a customer views a product or adds one to their cart in a chat — useful if you're already using Shopify order data in chats and tickets and want to react to browsing behavior, not just completed orders.
Example skill: sync an in-chat cart addition to Klaviyo
Here's an end-to-end example that mirrors a common use case:
Trigger: a shopper adds a product to their cart during a chat (product card trigger).
Action: save the product signal to the customer's profile.
Action: create or update the customer's Klaviyo profile, then subscribe them.
Action: post a note in Slack so your team sees the signal in real time.
All four steps run automatically once the playbook is published — no manual follow-up needed.
Frequently asked questions
Yes. You need an active Klaviyo account connected as a credential in Workflows before any Klaviyo action will run. Without a connected credential, the actions won't appear as usable steps in the builder.
Klaviyo identifies profiles by email address, so Workflows needs one to know which profile to create, update, or subscribe. If a conversation doesn't have a customer email yet, use the new "customer email set or identified" trigger to run the sync once it's captured.
Yes. Klaviyo actions work alongside any other built-in or app action in the same workflow — for example, syncing to Klaviyo and then posting a Slack notification, or combining it with Salesforce actions to update both systems from one conversation.
The new triggers react to customer-level data changes — an email being identified, a custom field updating — rather than message events. They let a workflow start the moment something changes about the customer or their ticket, not just when they send a message.