Learn how to use Klaviyo’s integration with Gorgias to prompt the creation of Gorgias tickets when a customer messages you on WhatsApp. Then, replies to the ticket will be sent to the customer using your WhatsApp business number.
Before you begin, you’ll need to set up WhatsApp in Klaviyo. This involves connecting your WhatsApp Business account to Klaviyo, getting a phone number, and verifying your account.
These instructions are for customers who have already set up the Klaviyo + Gorgias integration and want to add WhatsApp functionality. Learn how to integrate Klaviyo with Gorgias.
First, you’ll need to enable WhatsApp in your Gorgias integration settings in Klaviyo:
In Klaviyo, click the Integrations tab.
Select Gorgias from the list of enabled integrations.
Under Conversations, check the box to Sync WhatsApp conversations.
For multi-brand accounts, we recommend adding a tag corresponding to the Gorgias brand you want to use with this Klaviyo account.
Click Save.
When a customer sends an inbound WhatsApp message, it opens a 24 hour service window. This window allows your brand to respond without needing the response pre-approved in WhatsApp. Every time the customer responds, this window refreshes and you again have 24 hours to respond.
Once 24 hours have passed, the window is closed, and you’ll need to follow up using a pre-approved template to prompt the customer to extend the conversation.
For your support agent to be able to follow up, you’ll first need to enable a setting in Klaviyo:
In Klaviyo, click your organization name in the lower left.
Select Settings > WhatsApp.
Under Follow up to extend conversation, check the box to Send a follow-up template to customers after 24 hours.
Select a template from the dropdown that you want to use for this message. Learn about creating WhatsApp templates through Klaviyo.