Few moments are more fragile than checkout.
The shopper is interested. They’ve added items to their cart.m They’re one step away from buying. Then they pause…
“Do you have a coupon?”
Sometimes that question turns into a site search. Sometimes it becomes a support ticket. Often, it’s the moment the tab gets closed entirely.
The problem isn’t discounts. It’s friction. When shoppers can’t easily access the offers already available to them, confidence drops, frustration rises, and sales quietly disappear.
That’s why Klaviyo introduced Coupon Retrieval, a new Customer Agent skill that lets shoppers ask for coupon codes directly in a conversation, and get the right offer instantly.
The most common checkout question shouldn’t slow anyone down
Coupon questions are deceptively simple. But for most teams, answering them requires one of three things:
- Digging through inboxes to find a code
- Waiting for a support agent to respond
- Abandoning the purchase altogether
At scale, this becomes a double hit:
- Lost revenue from shoppers who never complete checkout
- Increased support volume from repetitive, high-friction questions
And most AI support tools don’t actually solve the problem. They can explain promotions in general terms, but they can’t reliably return the right code for that shopper in that moment.
What is Coupon Retrieval?
Coupon Retrieval is a new Customer Agent skill that allows shoppers to ask for coupon codes conversationally and receive an applicable offer on the spot.
Whether it’s:
- A personalized discount
- A welcome offer
- A site-wide promotion
The Agent looks up the relevant promotion using Klaviyo’s customer data and promotion context, then delivers it directly in the conversation.
No handoffs. No waiting. No guesswork.
How it works in practice
From the shopper’s perspective, it feels simple: “Do you have a coupon I can use?”
Behind the scenes, the Customer Agent:
- Identifies available promotions tied to that shopper
- Determines which offer applies
- Returns the code immediately in the conversation
This turns a high-friction moment into a fast, confidence-building interaction right when purchase intent is highest.
How this is different from other AI support tools
Many AI support tools rely on static rules or generic knowledge bases. When it comes to promotions, that often means vague answers or a handoff to a human agent.
Coupon Retrieval is different because it’s connected to Klaviyo’s customer data and promotion logic. As a result, it can:
- Understand which offers actually apply
- Return specific, usable codes
- Resolve the issue end-to-end in one interaction
That’s the difference between answering a question and helping someone buy.
Turning friction into a conversion moment
Coupon questions aren’t going away, but lost sales because of them don’t have to be inevitable.
With Coupon Retrieval, brands can turn one of the most common points of checkout friction into a fast, helpful, conversion-driving interaction without extra agent effort and without compromising the customer experience.
And as Customer Agent continues to expand its skills, this is just the beginning of what conversational commerce can look like when AI is actually connected to your data.
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