A custom integration that automatically captures SMS replies from Klaviyo marketing campaigns, intelligently filters for genuine support requests, and routes them into Kustomer as tickets. Support responses sync back to the customer's SMS thread, enabling seamless two-way conversations without requiring customers to switch channels.
SMS is one of the fastest ways brands reach customers, but responding to those messages isn’t always as seamless. While platforms like Klaviyo power large-scale SMS campaigns, customer replies often don’t reach the teams responsible for helping them.Questions, issues, and requests sent via SMS can remain isolated within marketing tools, disconnected from support workflows managed in Kustomer. This creates gaps in visibility, slower response times, and avoidable customer frustration.
Solvative built a custom Klaviyo × Kustomer integration to bridge this divide, automatically identifying genuine support-related SMS replies and routing them into Kustomer as actionable conversations. Customers continue engaging over SMS, while support teams gain real-time visibility and control, without adding new channels or operational complexity.
The Challenge
Support teams lacked visibility into customer replies generated from SMS campaigns sent through Klaviyo. As a result, legitimate questions and issues reported via SMS often went unseen, leaving customers without timely responses.
Disparate Systems – Klaviyo and Kustomer operated independently with no connection between outbound marketing and inbound support messaging.
Mixed Message Types – Klaviyo SMS replies included true support requests, automated keywords like STOP or UNSUBSCRIBE, and casual replies all mixed together with no native way to distinguish intent.
Filtering and Intent – The solution needed to differentiate genuine support needs from irrelevant or automation-triggered text, each requiring different downstream handling.
High Volume Reliability – During campaign peaks, messages needed to be processed without loss, dropped order, or incorrect classification.
These core challenges demanded an integration that could manage, classify, route, and sync massive volumes of user-generated SMS replies in a reliable and automated way.
The Solution
To address these issues, a comprehensive integration layer was built between Klaviyo and Kustomer.
Intelligent Message Capture –To prevent unnecessary ticket creation, an intelligent message-handling workflow was set up: if a user sends a casual or non-support message, they receive an automated SMS guiding them to reply with “support” if they truly need help. Only then does the integration initiate a ticket.
Reliable Queued Processing – All incoming SMS replies are first stored in a Cloudflare message queue to guarantee ordered, lossless processing regardless of campaign volume or peak traffic.
Seamless Two-Way Sync – Once routed to Kustomer, user replies become tickets or are appended to existing threads. Support agent responses in Kustomer are then synced back to the original Klaviyo SMS thread so customers continue the conversation without disruption.
Modern, Scalable Architecture – The integration is built on a Cloudflare-powered stack using Workers, the Hono framework, Cloudflare D1, and Cloudflare Queues, delivering global reliability, low latency, and scalable throughput.
Collaborative API Alignment – Throughout development, the team collaborated directly with Klaviyo and Kustomer to align API handling, map the correct data flows, and ensure complete technical compatibility.
The Result
The Klaviyo × Kustomer integration is fully built, tested, and ready for deployment with SMS message support routing as the first completed phase.
Reliable Support Routing – Every genuine support-related SMS reply will be captured and routed into Kustomer, eliminating unseen customer concerns and untracked issues.
Filtered Message Workflows – Keyword filtering ensures that only relevant messages reach support teams, preserving ticket quality and agent focus.
Automated User Experience – Non-support or casual replies are handled with courtesy and accuracy via automated SMS guidance, preventing unnecessary tickets and improving customer clarity.
Scalable and Resilient Processing – Cloudflare queue-backed processing and delivery ensure no messages are lost, reordered, or dropped even during high-traffic periods.
By automating message classification and routing, internal teams can focus on real support issues while avoiding noise and dropped messages.
Customers receive timely, clear responses seamlessly within the same SMS thread they used, making support feel native and immediate.
This integration fundamentally changes how brands think about SMS.
Instead of treating SMS as a one-way marketing channel, Solvative enabled it to function as a support-aware, customer-first communication touchpoint. Marketing can scale outreach with confidence, knowing that replies, especially critical ones will reach the right teams.
The solution demonstrates clear business value: protecting customer trust, reducing operational blind spots, and aligning marketing engagement with service accountability.
Looking ahead, this foundation enables advanced capabilities such as intent-based SMS routing, priority handling for VIP customers, and deeper lifecycle insights that connect marketing outreach with real customer needs turning conversations into long-term loyalty.
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