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Requirements: Only Owners, Admins, and Managers can access this feature.

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You will learn

Find out about Automations in Klaviyo, which you can use to create automated 1-on-1 conversations with your SMS subscribers. Automations make it easy to ask questions, recognize responses, and provide personalized recommendations to your customers.

By building automations, you can:

• Create surveys to gather customer feedback.
• Build buying guides that provide personalized recommendations.
• Run quizzes to learn more about your subscribers’ and collect profile properties.

Before you begin

Please note the following:

• You must set up SMS before using automations.
• Automations only reply to SMS subscribers.
• SMS automations are not available for branded sender IDs, as this number type cannot receive text messages.
• Your outbound SMS messages use credits in your billing plan.
  • Inbound SMS (i.e., messages sent to your brand) do not cost credits.
• Each automation must include at least:
  • 1 message.
  • 2 choices.
  • 1 recommendation.

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Before you start using Automations, update your auto-responder for when no keyword is recognized.

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Flows vs. conversation automations

Automation example: survey

Say you are a pet shop wanting to gather information about your customers’ pets.

In this case, you can send an SMS campaign that asks subscribers to send the word “PETS” to enter a survey and receive a custom coupon.

When they text back “PETS,” the subscriber enters an automation. Then, you can ask what kind of pet they have (1. Cat, 2. Dog, etc.).