A custom integration that automatically captures SMS replies from Klaviyo marketing campaigns, intelligently filters for genuine support requests, and routes them into Kustomer as tickets. Support responses sync back to the customer’s SMS thread, enabling seamless two-way conversations without requiring customers to switch channels.
SMS is one of the fastest ways brands reach customers, but responding to those messages isn’t always as seamless. While platforms like Klaviyo power large-scale SMS campaigns, customer replies often don’t reach the teams responsible for helping them. Questions, issues, and requests sent via SMS can remain isolated within marketing tools, disconnected from support workflows managed in Kustomer. This creates gaps in visibility, slower response times, and avoidable customer frustration.
Solvative built a custom Klaviyo × Kustomer integration to bridge this divide, automatically identifying genuine support-related SMS replies and routing them into Kustomer as actionable conversations. Customers continue engaging over SMS, while support teams gain real-time visibility and control, without adding new channels or operational complexity.
The Challenge
Support teams lacked visibility into customer replies generated from SMS campaigns sent through Klaviyo. As a result, legitimate questions and issues reported via SMS often went unseen, leaving customers without timely responses.
The Solution
To address these issues, a comprehensive integration layer was built between Klaviyo and Kustomer.
The Result
The Klaviyo × Kustomer integration is fully built, tested, and ready for deployment with SMS message support routing as the first completed phase.
By automating message classification and routing, internal teams can focus on real support issues while avoiding noise and dropped messages.
Customers receive timely, clear responses seamlessly within the same SMS thread they used, making support feel native and immediate.
This integration fundamentally changes how brands think about SMS.
Instead of treating SMS as a one-way marketing channel, Solvative enabled it to function as a support-aware, customer-first communication touchpoint. Marketing can scale outreach with confidence, knowing that replies, especially critical ones will reach the right teams.
The solution demonstrates clear business value: protecting customer trust, reducing operational blind spots, and aligning marketing engagement with service accountability.
Looking ahead, this foundation enables advanced capabilities such as intent-based SMS routing, priority handling for VIP customers, and deeper lifecycle insights that connect marketing outreach with real customer needs turning conversations into long-term loyalty.
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