How to find a customer and read their history

Finding one person is what the directory is used for most. The search box reads Search name, email, or phone…, and it waits until you stop typing before it looks. For what the directory holds, start at What is the customer directory?.

Before you start

Opening a customer's panel needs the view customers permission, which is separate from being able to see the list.

Without it, rows still appear and the panel does not open. That is a dial an admin can raise, per How to work out who can do what in your workspace.

How do you search?

Type a name, an email address or a phone number. All three go in the same box.

Searching by email is the most reliable when you have it, because names are spelled more ways than people expect and a phone number may never have been recorded.

How do you open somebody?

Click their row. A panel slides in beside the list rather than navigating away, so your search results stay where they are behind it.

Close it with the X or the Escape key.

The same panel opens from the store dashboard when you click a customer's name on a recent order, covered in How to look up orders and check your fulfilment backlog.

What is on the panel?

Their name, contact line and city or region at the top, then the numbers.

• Total, Historic and Predicted CLV. Historic is what they have spent; predicted is Klaviyo's forecast of what they will spend.
• Average order value and order count, average days between orders, an expected next order date and a predicted order count.
• Churn probability and when they were last seen.
• Their value tier badge, email consent state and loyalty status, including points.
• Channel affinity and top interest tags, meaning what they respond to and what they care about.

Underneath, their orders from the last 60 days with status and total, and any Shopify customer note or staff comment.

View in Klaviyo opens them in Klaviyo in a new tab, which is where you go to act on any of this.

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 sorting people against each other.

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

Average days between orders plus the expected next order date is the other useful pair, because it tells you when a regular customer has gone quiet.

What does "New · no purchases yet" mean?

That the person is in Klaviyo but has not bought anything, so there is no spending history to compute from.

They are a subscriber rather than a customer. Nothing is broken.

Why do the stats say they are unavailable?

Because they could not be computed at the moment you looked, so the panel says so and offers Refresh rather than showing zeros.

Press Refresh to re-pull them. The same button appears when the panel judges the stats to be out of date.

This is the same rule as everywhere else in Tideswell: a blank means "could not read", and a zero means zero.

Why is there no Shopify note section?

Because customers are matched to Shopify by email address, and this person's email does not match any Shopify customer. The panel tells you that explicitly rather than leaving an empty area.

The usual cause is a customer who subscribed with one address and bought with another.

How do you act on what you find?

Hand somebody a call with a callback, which carries the customer, the number and the reason, and records each attempt. See How to log and work through callbacks.