How to find a customer and read their history

Finding one person is what Customers › Customers is used for most. The search box reads Search name, email, or phone…, and clicking a name opens that person's panel beside the list. For what the list holds, start at What is the Customers area?.

Before you start

Klaviyo has to be connected, per How to connect Klaviyo, and the Customers module has to be on in Settings › Modules. Any member can see the list.

Opening a customer's panel needs View customers on Settings › Permissions, which leads and admins hold by default. The Recent orders section also needs View orders and a connected Shopify store. See How to set who can do what to change either row.

How do you search?

Type part of a name, an email address or a phone number into the one box. The list updates a moment after you stop typing and goes back to its first page.

Search by email when you have it. Names are spelled more ways than people expect, and not every profile has a phone number. For a phone number, type the digits with no spaces, dashes or brackets, such as 2145550123.

A US number in the Phone column reads like (214)-555-0123. On a phone, tap it to call.

How do you open somebody?

Click their name. A panel opens to the right of the list with their full history.

Opening someone starts the list afresh behind the panel. Use your browser's Back button to return to the search and filters you came from.

Close the panel with the X in its header or the Escape key.

Where else does the same panel open?

From two other places, so you rarely need to go looking.

• On Selling › Analytics, click a customer's name on a recent order. See How to look up orders and check your fulfilment backlog.
• On an outreach card in chat, rest the pointer on the customer's name to preview their card, or click it to open their panel. See How to log and work through outreach.

What is on the panel?

Their name, email and city or region at the top, with View in Klaviyo, which opens them in Klaviyo in a new tab. Then the numbers.

• Their tier badge (VIP, HIGH, MID or NEW), with their email consent and loyalty status beside it when Klaviyo has them.
• Total CLV, Historic CLV and Predicted CLV. Historic is what they have spent, Predicted is Klaviyo's forecast of what they will spend, and Total is both together.
• AOV × Orders (average order value times their number of orders), Avg days between orders, Expected next order and Predicted orders.
• Churn probability and Last seen.
• Loyalty points, Channel affinity and Top interests, when there is something to show. These say what they respond to and what they care about.

Below the numbers, Recent orders (last 60 days) lists each order's number, fulfilment status, date and total, or says No orders in the last 60 days. Shopify notes shows the note on their Shopify customer record and any staff comments.

How should you read the predictions?

As a ranking rather than a promise. Predicted CLV and churn probability are Klaviyo's estimates, and they are most useful for comparing people against each other.

The pairing that matters is high predicted value with high churn risk. That is somebody worth a phone call, and you can build that list directly, per How to build a list of your best or most at-risk customers.

Avg days between orders with Expected next order is the other useful pair. Together they tell you when a regular customer has gone quiet.

What does "New · no purchases yet" mean?

That Klaviyo has no lifetime value recorded for this person, so the panel shows that line in place of the numbers.

Usually they are a subscriber who has not bought yet. A contact your team added through outreach, before they had any Klaviyo history, reads the same way.

What do the Shopify notes messages mean?

Each one says why there is nothing to show, so an empty section never passes for "no notes".

• No notes or staff comments in Shopify. The Shopify customer exists and nobody has left a note.
• No Shopify customer matches this email address. Customers are matched to Shopify by email. The usual cause is somebody who subscribed with one address and bought with another.
• The store isn't connected. Connect Shopify, per How to connect your Shopify store.

How do you bring their stats up to date?

Press Refresh at the foot of the panel, beside Stats may be out of date. It pulls their latest profile from Klaviyo.

You rarely need it. The Customer sync automation refreshes every customer's stats each night, per How to see what runs in the background.

Can the Agent tell you about this customer?

Yes. With a customer's panel open, the Agent panel shows Using: and their name, and it reads their name, lifetime spend and number of orders to answer you.

It never gives out an email address or phone number, so read those from the panel. See How to ask the Agent about your tasks, chat and documents.

How do you act on what you find?

Log outreach. Press Create new (+) › Outreach, search for the customer, pick who should handle it and say what it is about, then press Create outreach.

It lands on Customers › Outreach, where anyone can claim it, and each attempt is recorded. See How to log and work through outreach.