Connect Klaviyo so that the emails shoppers give in the chat join a list in your Klaviyo account. This article is for store owners who use Klaviyo for email marketing.
Plans: Starter and higher, and the free trial · Where: Convi admin › Integrations › Email & SMS marketing, and your Klaviyo account · Who: the store owner, and team members whose role allows it · Time: about 5 minutes
Before you start: you need to be an Owner, Admin or Manager in Klaviyo to create an API key.
What does the Klaviyo connection do?
The Klaviyo connection adds the emails shoppers give in the chat to a list called "Convi" in your Klaviyo account. If you already have a list with this name, Convi uses it. If not, Convi creates it when it first adds an email.
Convi adds emails in two ways:
Past chats: when you connect, Convi also adds every email it has from past conversations, about two a second. This includes the account emails of signed-in shoppers, and the addresses of people who wrote to your store through the Email channel.
New chats: from then on, Convi adds each new email when a shopper gives it. For example, for Lead capture, to track an order, or to reach your team.
Klaviyo receives the email address only, with no name and no conversation. Convi adds the profile to the list and doesn't change its email consent in Klaviyo.
Create a private API key in Klaviyo
Convi needs a private API key that can read your account, and read and write your lists and profiles. Klaviyo calls these permissions scopes. To create it:
In Klaviyo, select your organization name at the bottom left.
Select Settings, then API keys.
Select Create Private API Key.
Enter a name, for example "Convi".
Under Select Access Level, choose Custom Key.
Under API Scopes, set the access in the table below.
Select Create.
Select Copy Key. Klaviyo shows the full key only on this page.
The table below shows the access to set. Leave the other rows on No Access.
Scope | Access |
Accounts ( | Read Access |
Lists ( | Read/Write Access |
Profiles ( | Read/Write Access |
You can't add scopes to a key later. If a scope is missing, create a new key.
Connect Klaviyo in Convi
You connect Klaviyo from its tile on the Integrations page. To connect it:
In the Convi admin, go to Integrations.
Under Email & SMS marketing, find Klaviyo and select Connect. The Configure Klaviyo window opens.
In Private API key, paste your key.
Select Test connection. You'll see "Connection successful!" You can't save until the test passes.
Select Save. You'll see "Klaviyo integration saved successfully."
The Configure Klaviyo window after a successful test. The help text lists the scopes.
The Klaviyo tile now shows Connected, and Convi starts adding the emails from past chats.
Check that emails reach Klaviyo
Emails show up in your "Convi" list in Klaviyo. To check:
Open your store in a private browser window.
Open the chat.
Give an email address, for example to ask for your team.
In Klaviyo, open your lists and find the list called "Convi". The email should be there.
A chat on your live store counts like any shopper's conversation.
What does Reconnect needed mean?
Reconnect needed means Klaviyo refused your saved key, so Convi has paused adding emails. This happens when the key was deleted, or when it lacks a scope. The test checks the key, but not every scope, so a key with a missing scope can pass the test and fail on the first email. To reconnect:
Create a new key in Klaviyo, with the scopes this article lists.
On the Klaviyo tile, select Reconnect. The Reconnect Klaviyo window opens.
In Private API key, paste the key.
Select Test connection.
Select Reconnect. You'll see "Klaviyo integration saved successfully."
The Reconnect Klaviyo window. Paste a new key to start again.
Each time you save or reconnect, Convi goes through past chats again. This also adds the emails from the paused time. It also adds back anyone you removed from the "Convi" list.
What if the test fails?
The test shows a message about your key. The table below lists each message.
What you see | What it means | What to do |
"This Klaviyo key is invalid. Check it and try again." | Klaviyo doesn't recognize the key, or it didn't answer | Copy the whole key again, or create a new one. If that doesn't help, wait a minute, and test again |
"This key is valid but missing required permissions. Recreate the key with the scopes profiles:write, lists:read, lists:write, accounts:read and try again." | The key can't read your Klaviyo account | Create a new key, with Accounts set to Read Access |
Disconnect Klaviyo
You disconnect Klaviyo from its tile on the Integrations page. A tile that shows Reconnect needed has no Disconnect button, so reconnect first. To disconnect it:
Select Disconnect on the tile.
Select Disconnect again to confirm. You'll see "Klaviyo integration disconnected successfully."
New emails stop going to Klaviyo. Emails already in your "Convi" list stay there.
What the Klaviyo connection doesn't do
The connection only adds email addresses to one list. It has these limits:
You can't choose the list. It's always "Convi".
It doesn't send any email. You create your own campaigns and flows in Klaviyo.
It doesn't remove anyone from Klaviyo when you disconnect.
If a signed-in shopper gives a different address in the chat, Convi keeps the one on their account and doesn't add the new one.
It doesn't capture email addresses entered in Shopify POS conversations.
Related
Collect shoppers' emails with Lead capture — ask shoppers for their email in the chat.
Convi's plans and prices — the plans that include Klaviyo sync.
Contact the Convi team — if emails still don't arrive.