How Klaviyo’s new AI actually works
Generated by Klaviyo AI
The post explains Klaviyo’s latest AI release, centred on autonomous agents for marketing and customer service, along with new AI-powered optimisation features. Readers learn how these tools use Klaviyo’s data infrastructure to automate campaigns, support, personalisation and audience management across channels.
- Agentic campaign creation: Composer generates complete, on-brand campaigns and flows from a single prompt, using Klaviyo’s historical performance data and your own account data to determine audiences, content, timing and channels.
- Autonomous customer support: Customer Agent adds retail-specific skills, brand-controlled guidance, and support across chat, SMS, email, and WhatsApp to resolve common service requests with full customer context.
- AI-driven personalisation: Features like Personalised Send Time, Audience Optimisation, and Next Best Product extend individualised timing, risk-based audience selection, and product recommendations across email and mobile channels.
- New messaging channels: RCS messaging, Instagram social auto-replies, and Customer Hub on-site banners help brands reach and convert customers in richer, more interactive environments without separate tools.
- Data and identity upgrades: Multi-Email Profiles and expanded Customer Hub and WooCommerce support improve identity resolution and on-site experiences, reinforcing the data foundation behind Klaviyo’s AI agents.
For years, marketing technology asked you to do more. More campaigns. More A/B tests. More channels. More segmentation. And for the most part, “more” meant more hours from your team, more tools duct-taped together, and more manual work disguised as “automation.”
That era is ending.
Klaviyo's newest release of tools and features introduces the next generation of AI agents built to actually do the work of marketing and customer service, not just suggest what you should do next.
It’s the latest step in Klaviyo’s vision for the autonomous B2C CRM: a platform where real-time data, intelligence, and agents work together so your brand can grow faster with fewer manual steps.
Here’s what’s new, why it matters, and what it looks like in practice.
Composer: full campaigns from a single prompt
Composer is a new agentic experience that fundamentally changes how campaigns and flows are built. Describe what you want in plain language (e.g. ‘Run a win-back campaign for lapsed VIP customers with a 20% incentive’) and Composer will generate a complete, coordinated campaign.
Composer draws on over 14 years of marketing performance intelligence and data from billions of consumer interactions across more than 205,000 brands not just to generate campaigns, but to make decisions. It determines who to reach, what to say, when to send, how many messages to include and which channels to use – based on what is most likely to deliver results.
It also learns from your own business. Composer analyses your flows to identify what’s working and what’s not, then recommends optimisations to drive better conversion. It understands your brand voice, your visual assets, and your broader business context – so every campaign is both on-brand and optimised from the start.
Now, campaigns that used to take days and multiple steps to assemble can be created in minutes. The team that ran 3 campaigns a month can run 15. The idea that was shut down on Tuesday because nobody had capacity launches on Wednesday.
Composer is currently in private beta.
Customer Agent: smarter, more capable, across more channels
Customer Agent, built to autonomously answer customer questions and resolve issues, released three interconnected updates that make it a powerful solution for service teams.
Expanded pre-built retail skills
New out-of-the-box skills let you automate high-volume support from day one.
- Enhanced order tracking.
- Order editing.
- Subscription editing.
- Returns and exchanges.
- Loyalty lookup.
These are skills purpose-built for retail, and they run on the same data platform that powers your marketing, so every response has full context about who the customer is, what they’ve purchased, and how they’ve interacted with your brand.
A new Skills page gives your team visibility into what’s automated and how each skill is performing.
Agent Guidance
Your AI agent should sound like your brand, not a generic bot. Agent Guidance gives your team control over tone, conversational style, decision-making rules, and escalation criteria so your automated support feels as intentional as your marketing.
Omnichannel expansion to WhatsApp and email
Customer Agent now works across chat, text messages, email and WhatsApp. Your customers get help wherever they are, and you don’t need separate tools for each channel.
For brands trying to scale support without scaling headcount, you’re getting an AI agent with real customer context, real retail skills, and real brand controls across every channel that matters.
More features, channels, and ways to grow across the Klaviyo platform
Here’s what else is new to help your brand show up where your audience is.
RCS: branded, interactive text messaging
RCS brings rich, branded messaging into the native messaging app.
- Verified business profiles.
- Rich cards and carousels.
- Tappable buttons.
All of this is within the same flows and campaigns you already use in Klaviyo, so you need no new tools or separate setup.
RCS is generally available now.
Social auto-replies
Turn social engagement into growth for your own contact list with automated replies on Instagram. When someone comments or sends a direct message, respond instantly and convert them into a new subscriber.
Social auto-replies are available now.
Personalised send time
Every customer has a window when they’re most likely to open, engage and convert. Personalised Send Time identifies that window for each individual and delivers your message at exactly the right moment, automatically.
Top-performing campaigns in Klaviyo saw a 35% increase in click-through rate when using this feature. It is now generally available.
Audience Optimisation: Refine
Audience Optimisation uses a predictive model to decide who should receive each campaign before it’s sent. It scores every recipient’s likelihood of unsubscribing using real-time signals such as engagement and behaviour, then automatically removes high-risk profiles. No major competitor offers anything like it.
This is another layer of AI-driven personalisation, alongside Personalised Send Time, Next Best Product, and Channel Affinity, that ensures not just the right message, offer, and timing, but the right audience for every message.
Campaigns continuously adapt based on customer behaviour, rather than static segments. And with a built-in cooling-off period, previously excluded profiles can re-enter the audience over time – creating opportunities to re-engage with better timing and relevance.
This feature is currently available in beta.
Next best product in mobile channels
Personalised, dynamic product recommendations are no longer limited to email. Next-best product recommendations now work across text messages, mobile push notifications and WhatsApp, delivering personalised suggestions through the channels with the highest open rates.
Next best product is now generally available in email and mobile channels.
Multi-Email Profiles
A single Klaviyo profile stores up to 5 email addresses, each with independent consent, suppression and history. Fewer duplicate profiles, cleaner data and a complete view of every customer in one place.
This is the foundation for advanced identity resolution, and it will be generally available by the end of March 2026.
Customer Hub updates
Personalised onsite banners bring dynamic, individualised messaging to your storefront. They feature real-time, personalised content tailored to each visitor.
WooCommerce support for Customer Hub is coming at the end of Q1 2026, extending personalised on-site service experiences to a wider range of e-commerce platforms.
The AI gap is already widening
Software is moving from tools you operate step by step to systems where agents do the work. And agents need two things to perform well: the intelligence to make good decisions, and the infrastructure to act on them.
Klaviyo is building both. Composer and Customer Agent are the intelligence layer. Real-time customer data, 350+ integrations, and 14 years of marketing performance data are the infrastructure. Together, they create a flywheel: more customers, more interactions, more data, better agents, better outcomes.
If you’re still assembling campaigns by hand across 3 different tools, or managing support with a ticketing system that can’t see your customer data, this release should make you pause. The gap between brands that adopt this kind of technology and brands that don’t is widening, and it’s widening fast.
What’s next
Composer is in private beta now. Customer Agent’s expanded skills are generally available. RCS, Personalised Send Time, and Next Best Product in text are live today.
If you’re already on Klaviyo, explore these features in your account. If you’re not, this is a good moment to see what you’re missing.
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