SMS automation
Engage every customer in the moment with data-driven, automated text messaging
What is SMS automation?
SMS automation is the use of technology to send automated, personalised text messages to customers based on specific triggers—like signing up, texting a certain keyword, making a purchase, or abandoning a cart—without manual effort.
Marketers set the rules and content in advance, and the system takes care of the rest, delivering messages like welcome texts, order updates, or appointment reminders. These automated messages ensure consistent, relevant communication that feels personal and well-timed, helping brands boost engagement, conversions, and customer satisfaction at scale.
Why does SMS automation matter for marketers?
Automated SMS stands out for its speed, personalisation, and impact. Texts are hard to ignore—most are read within minutes, making them one of the most immediate ways to reach customers. Because automated SMS flows are triggered based on real-time behaviour, they hit at just the right moment, boosting both engagement and customer satisfaction. Whether it’s a welcome text, a reminder, or a limited-time offer, automation ensures messages feel timely and relevant.
It’s also a major efficiency win, especially for lean teams in industries like retail, hospitality, or wellness. Once you set them up, SMS flows run in the background, delivering consistent communication to every customer without extra effort. And with access to customer data, each message can be personalised based on behaviour or purchase history—making it feel like a one-on-one conversation. The result: less manual work, better experiences, and more revenue through timely, targeted messaging.
Why choose Klaviyo for SMS automation?
1. SMS flows
Klaviyo makes it easy to build multi-step SMS flows that run automatically based on customer actions—like purchases, sign-ups, or cart abandonment—so you can deliver timely, relevant messages without the manual work.
Here are two features that make Klaviyo’s SMS automation so powerful:
– Automated flows: Create flows for key moments, like welcome texts, order confirmations, and re-engagement.
– Logic: Use branching logic to personalise follow-ups based on customer behaviour.
2. Two-way conversations, powered by automation
Klaviyo’s two-way SMS makes it easy to turn texts into real conversations—whether they’re handled by a human or powered by automation. With Klaviyo’s automated SMS conversations, you can automatically respond to common questions, collect preferences, and send personalised recommendations—no manual follow-up required. It’s a smarter way to be responsive at scale while keeping your brand voice intact.
Here are two ways Klaviyo helps you build better SMS conversations:
– Reply to subscribers effortlessly: With automated SMS conversations, set up intelligent, auto-triggered responses based on keywords or customer actions—like answering “Where’s my order?” or recommending a product.
– Live 1:1 dialogue: Jump in to answer questions directly, gather feedback, or engage customers in personalised, human conversations when it matters most.
3. Advanced targeting
With Klaviyo, SMS targeting is fully automated and always up to date—no manual list curation required. Customers enter or exit segments the moment they meet (or no longer meet) specific criteria, so your messages are always timely, relevant, and personalised. Whether you’re targeting VIP shoppers, re-engaging lapsed buyers, or triggering product recommendations, segmentation and automation work hand in hand to make sure each text hits the mark.
Here are two ways Klaviyo powers smarter SMS targeting through automation and AI:
– Dynamic segments: Build segments based on real-time data—like purchase behaviour, location, or churn risk—and let Klaviyo automatically manage who belongs where.
– Predictive optimisation: Use AI to forecast next order dates, adjust send times, and personalise content—so every message is sent when it’s most likely to convert.
Key features of Klaviyo’s SMS automation
|
Feature |
Description |
Available on Klaviyo |
|---|---|---|
|
Flows |
Behaviour-triggered messages: Send SMS based on customer actions. | |
|
SMS conversations |
Automations: Ask questions, get and store customer replies, and provide recommendations. Quick replies: Save time by storing the answers to frequently asked questions that you can use again and again. | |
|
Integration |
Multi-channel coordination: Sync SMS with email and other channels. | |
|
Personalisation |
Advanced segmentation: Target specific groups based on detailed criteria. | |
How to get started with SMS automation
1. Sign up for a Klaviyo account. If you aren’t a Klaviyo customer, get started with SMS automation by signing up for a free Klaviyo account.
2. Set up SMS in Klaviyo. Enable SMS features within your Klaviyo account.
3. Build automated flows. Create SMS automations triggered by customer behaviours or specific times.
4. Integrate with other channels. Ensure your SMS campaigns and flows align with email and other marketing efforts.
5. Monitor and optimise. Use Klaviyo’s analytics to track performance and refine your strategies.
Klaviyo’s SMS marketing automation empowers businesses to automate, personalise, and optimise their SMS messaging, leading to enhanced customer engagement and increased revenue.