In our latest Ask Me Anything (AMA), Community members brought thoughtful questions about segmentation, integrations, deliverability, and compliance. Below is a roundup of the most common questions and answers from the session, so you can catch up on what was discussed and use these insights in your own programs.

Tracking purchases by “Attributed Channel” after the August 2024 update

Q (from @lahtalion):

With the August 2024 Attribution update, some dimensions (like Attributed Channel) were removed from Segment Builder. We used these to track long-term account health and retention. Recently, our existing segments that relied on this dimension were archived. Is there another way to monitor purchases via email marketing channels?

A (Ryan, Klaviyo):
Yes. While the Attributed Channel dimension is no longer available in Segment Builder, you can still access attribution data via the Klaviyo API.

• Use the Get Events API, filtering to your Placed Order metric and including attributions.

• From the response, locate the attributed-event object to determine the originating event (for example, a campaign email with a recipient’s address).

• With that data, you can create a custom event (e.g., “Order Attribution”) and pass it into Klaviyo with order details and the customer profile. This new event can then be used in segments and reports.

You can also export attribution data into a warehouse or .csv for analysis outside Klaviyo. If your account qualifies for Custom Actions, you can set up this flow to run automatically when a Placed Order event occurs.

Resource: Klaviyo API documentation

Displaying product feeds in multiple languages

Q (from @SERMILITAR):
Our Shopify store is translated into several languages, but Klaviyo only pulls product info in the default language. How can we make product feeds dynamic so customers get titles/descriptions in their language?

A (Alex, Klaviyo):
Currently, the Shopify integration only imports your default store language. To support multiple languages and/or prices, you’ll need to set up a custom catalog in Klaviyo using a Catalog Feed or the Catalog API. This allows you to structure products with localized data and display the correct version for each customer.

Resource: Guide to catalog feeds in Klaviyo

Adding brand data to “Recently Viewed Products”

Q (from @sperezclavier):
Can we add extra product data (like brand name) to the Recently Viewed Product event from our website? Also, where does this data come from?

A (Alex, Klaviyo):
Yes!

• On Shopify, Magento, or WooCommerce, Klaviyo’s tracking snippet automatically records Viewed Product events, including product name, ID, SKU, categories, image, URL, brand, and price.

• On BigCommerce, you’ll need to install the script manually.

• For custom sites, you can send Viewed Product events with additional properties (like Brand) using klaviyo.track("Viewed Product", {...}) or klaviyo.trackViewedItem({...}).

This data will then appear in profiles and can be used in segmentation and personalization.

Resource: Track Viewed Product activity

User roles & transactional email resends

Q (from @ChocolateBabka):
Our support team needs to resend order confirmations without having full Flow or Campaign permissions. Is there a way to give them resend-only access?

Also, transactional emails aren’t being delivered to customers who previously marked us as spam — even though those emails are critical (e.g., order confirmations). Any workarounds?

A (Jeffrey, Klaviyo):

• We don’t currently have a “resend only” Support role, but we’ve shared this feedback internally.

• As a workaround, you can resend the order confirmation event under a new metric name (e.g., “Order Confirmation – Resend”). This can trigger a Flow with an identical template, without affecting your reporting.

• If transactional emails are still going to spam, reach out to Klaviyo Support and request escalation to the Deliverability & Compliance team, who can investigate further.

 Resource: Contacting Klaviyo Support

Expanding Zenoti data sync and keeping systems aligned

Q (from @Sana):
We use Zenoti, but the integration is limited. Can we pass more fields (like next appointment time)? Also, can we sync subscribers both ways between Zenoti and Klaviyo?

A (Nina, Klaviyo):

• Right now, the Zenoti integration only supports the metrics listed in our Zenoti integration guide. Our partnerships team is actively reviewing requests for more data fields.

• If Zenoti supports webhooks, you can use Flow webhooks in Klaviyo to send subscription data to Zenoti.

• If you qualify for system webhooks, you can automatically pass subscription/unsubscription events to Zenoti as well.

Resource: Add a webhook action to a flow

Collecting multilingual profiles with Smart Translations

Q (from @ArmagnacDE):
We want to use Smart Translations with opt-in pages and confirmation emails. Right now, it looks like only one language is supported per list. What’s the best practice for collecting multilingual profiles?

A (Jeffrey, Klaviyo):
For now:

• Create separate lists for each major language (English, French, Spanish, etc.).

• Set up consent/manage preference pages for each list in the right language.

• If you need to send to everyone, create a Segment that pulls from all those lists (e.g. “Person is in English List OR French List OR Spanish List”).

Smart Translations already work in campaigns, flows, and SMS. Expanding support for opt-in and preference pages is on the roadmap, though no timeline is available yet.

Resources:

• Enable Smart Translations

• Customize content by language

• Translate consent pages

Organizing and updating profiles

Q (from @Occipital):
How can I better organize profiles, search by location, and update profile details without deleting/re-adding them?

A (Ryan, Klaviyo):

• Use location-based segments (e.g. “Properties about someone → Country equals X”).

• To update a profile’s location, you can:

  • Use the API (Create or Update Profile),

  • Upload a CSV with updated properties, or

  • Configure an SFTP profile update.

• To update subscribed status, you can “Quick Add” an email to a list (with proper consent) rather than deleting/recreating a profile.

Resource: Create and manage segments

Cleaning unengaged profiles and preventing spam issues

Q (from @BoxeryMarketing):
What’s the best way to clean unengaged profiles? And how do we avoid sending to HelpScout-created contacts who have never engaged with our site or emails?

A (Alex, Klaviyo):

• Cleaning unengaged profiles: Set up a sunset flow or build a segment of people who haven’t engaged in the past 90 days (e.g., no opens, clicks, or purchases). Suppress these profiles regularly.

• HelpScout contacts: HelpScout syncs metrics like Started Conversation, Sent Message, Received Reply, and Closed Conversation. You can segment those who have any of these but zero times for Placed Order, Started Checkout, or Active on Site. Be sure to use the AND operator for exclusions.

• Spam prevention: Send only to engaged subscribers, clean your list regularly, and ensure you’re collecting explicit consent.

Resources:

• Deliverability best practices

• Grow your list with Klaviyo sign-up forms

• HelpScout integration data sync

Getting access to a Customer Success Manager 

Q (from @ts2000):
How do we know if we qualify for a Customer Success Manager, and who should we reach out to?

A (Nina, Klaviyo):
Eligibility for a dedicated CSM depends on your account’s billing level. If you’re not sure, reach out directly to Klaviyo Support. They can review your account and direct you to the appropriate team.