Have you set up a WhatsApp template send from a Klaviyo flow (like an abandoned cart or a welcome message)? The next step is to make that experience interactive.
The "hybrid" approach lets you use Klaviyo's smart triggers to initiate contact, while using the power of Kanal automations to handle the dialogue and overcome purchase objections in real time.
When a message goes out from Klaviyo (via a Webhook), the conversation opens. As soon as the customer interacts (either by clicking a reply button or by typing a message), Kanal takes over completely.
That is the moment you can trigger an automated conversation flow, at no extra message cost, to guide the customer toward completing their checkout.
This article is the logical follow-up to the technical setup. You must have completed step 1 first:
For Kanal to know how to react to a customer reply, you need to create a dedicated flow.
Go to the Automations section of your Kanal account.
Click Create Automation to start from a blank canvas.
The Trigger: Choose the trigger named Template Response (also shown as Réponse à un template).
Template selection: This is the most important step. In the dropdown list, select the exact template you use in your Klaviyo Webhook.
Note: If you do not see your template, check that it is marked as "Approved" by Meta.
Once the trigger is set, you will define the journey the customer will follow. Let's use the example of a reply to an Abandoned Cart template.
If your template contains reply buttons (e.g. "I'm still thinking...", "I need advice"), each button can become the starting point of a specific branch.
Click Add an action to build your reply. We recommend using the Ask a question (List) node to offer the customer clear options:
Option A: Our customer reviews (to reassure on quality).
Option B: Our guarantees (to clear up doubts about shipping and returns).
Option C: Talk to an advisor (to add a human touch).
Feel free to insert a Send a message (media) node. A short product video or an image showing your commitments (sustainability, made in France) sent right after a customer reply is extremely powerful on WhatsApp.
As soon as the customer replies to your message sent from Klaviyo, the 24-hour conversation window opens.
No message fees: All messages sent by the Kanal automation in this flow cost nothing extra (session messages).
Gentle follow-up: If the customer interacts with your flow but still does not buy, you can add a Delay node (e.g. 2 hours) followed by one last reminder message before the 24-hour window closes.
Here is the typical structure of a winning flow after a Klaviyo send:
Klaviyo sends the "Abandoned Cart" template with a "See my perks" button.
The customer clicks the button.
Kanal detects the reply and immediately sends: "Great to see you again {{firstname}}! To help you choose, would you rather see our customer reviews or get a size guide?"
The customer picks "Customer reviews".
Kanal sends a selection of customer testimonials and closes with a link button: "Complete my order".
Instant engagement: The customer gets an instant response to their interaction, which is the expected standard on WhatsApp.
Zero friction: You answer questions before the customer even leaves their messaging app.
Profitability: You get the most out of the first paid message (Klaviyo) by creating a long series of no-cost session messages (Kanal).
By combining Klaviyo's segmentation intelligence with Kanal's conversational flow, you turn a simple cart reminder into a personalized assisted-selling experience.
