How are you managing two-way WhatsApp conversations with Klaviyo

How are you managing conversational WhatsApp with Klaviyo + Gorgias?

Hi everyone,

I'm currently working on our Klaviyo WhatsApp strategy, and one of our main goals is to make the channel as conversational as possible, rather than using it only for one-way marketing communications.

Our setup would ideally look like this:

Klaviyo WhatsApp message → Customer replies → Conversation becomes a ticket in Gorgias → Customer Care replies via WhatsApp

Our Customer Care team already works in Gorgias, so ideally we would like them to manage WhatsApp conversations there just like any other customer service ticket.

At the moment, I can successfully get customers' WhatsApp replies into Gorgias. The issue is that our Customer Care team cannot reply to the customer via WhatsApp from Gorgias — they can only reply by email.

I'm therefore curious to hear from brands that are already using WhatsApp conversationally:

• How are you managing incoming WhatsApp replies?

• Is your Customer Care team handling conversations directly in Gorgias or through another platform?

• Have you found a way to enable two-way WhatsApp conversations between Klaviyo and Gorgias?

• Are you using an additional WhatsApp provider or integration to make this work?

• If you use Klaviyo for outbound campaigns but another platform for conversations, how do you manage the customer experience and conversation history?

I'd love to understand how others have structured their setup, especially if you're using Klaviyo + Gorgias + WhatsApp at scale.

Thanks!