Use case · VIP & concierge
Your best customers, handled by the people who know them.
Tag your VIPs from a Klaviyo segment, route their conversations to the people who know them, and keep them in their own view. Special requests go into a pipeline so nothing is left hanging.
Illustration: when a customer enters the brand's VIP segment in Klaviyo, a flow tags her vip. When she writes on WhatsApp, a second flow sees the tag and assigns the conversation to Clara on the VIP care team; the brand's usual first-reply target applies. Clara from the team replies and adds the request to the pipeline.
Illustrative demo · synthetic data
The problem
In a shared queue, everyone waits the same.
Your best customers write to the same number as everyone else. Without a signal, their message is just the next one in line.
No signal in the queue
Nothing tells your team that this message comes from someone who orders every season.
The wrong person answers
The people who know your VIPs' sizes and preferences aren't the ones who happen to be on shift.
Requests that slip
A reservation or a special order promised in a chat is easy to forget without somewhere to track it.
How it works in Kanesh
Two small flows and a saved view.
Built with flow steps and inbox features that exist now. You decide who counts as VIP.
TriggerBeta
Step 1: Start from your VIP segment
Use the Klaviyo segment entered trigger with the segment you already maintain. Or build an audience from contacts, tags and Shopify/Klaviyo data.
Set up
Step 2: Tag them vip
The same flow adds a tag, so every teammate can see at a glance who they're talking to.
Trigger
Step 3: Route their conversations
A second flow starts on Conversation created, checks the condition “has tag vip” and assigns the conversation to a person on your VIP team.
Set up
Step 4: Give them their own view
Save a view filtered by the vip tag, so your VIP team opens exactly the queue they work.
Set up
Step 5: Keep your SLA alerts on
Business hours and SLA targets with alerts apply to the inbox, so a VIP conversation that's waiting doesn't go unnoticed.
Handoff
Step 6: Decide what the AI leaves to people
Add the situations your VIP team should always take, such as reservations, private appointments or complaints. The AI hands those over with the reason.
Your team
Step 7: Track special requests
Internal notes and mentions keep the team aligned, and a sales pipeline tied to the conversation tracks reservations and special orders.
Illustration: a queue of four conversations, each with a progress bar towards the brand's first-reply target during business hours. One of them passes its target, an alert goes to the team, and someone picks it up and replies.
Illustrative demo · synthetic data
The flow assigns to the person you choose. Kanesh doesn't balance the load automatically across a team.
What you need
What to have in place.
A definition of VIP, a team that owns it, and targets that team can meet.
Connections and setup
Klaviyo
Native connection. Profiles and segment membership come in, and segment entry can start a flow.
Shopify
Native connection, so the team sees each customer's orders beside the conversation.
A VIP team
A team in Kanesh for assignment, with business hours and SLA targets.
AudiencesBeta
If you don't use Klaviyo segments, build an audience from contacts, tags and Shopify/Klaviyo data.
Good to know
- Klaviyo additions sync incrementally. Removals and consent changes are picked up in a full pass every 6 hours.
- The first Klaviyo sync takes a baseline: people already in the segment don't start the flow. Tag your existing VIPs yourself.
- You decide who is VIP. Kanesh doesn't build predictive or RFM segments.
- SLA targets are yours, with alerts when they're at risk. Kanesh doesn't commit to a response time.
- Assignment goes to the team or person you choose; there's no automatic load balancing within a team.
- Campaigns to your VIPs go only to people with WhatsApp permission.
What to measure
Check that VIPs get what you promised them.
Dashboard names, not promised numbers. You see your own figures; we don't publish benchmarks.
Support & operations
Open and resolved conversations and how fast your team replies.
Sales
How conversations and the orders that follow them move, day by day.
Custom dashboards
A view with the metrics your VIP team follows.
Digest by email
An hourly email digest, so the numbers come to you.
Related
The pieces behind this setup.
Product
- Inbox & helpdeskTeams, assignment, saved views, SLA targets and the pipeline.
- Campaigns & flowsThe Klaviyo segment trigger, conditions and actions.
- IntegrationsHow the Shopify and Klaviyo connections work.
Other use cases
VIP and concierge questions
How do I decide who is a VIP?
Does the AI still answer VIP customers?
How fast will VIPs get a reply?
What happens when someone leaves the VIP segment?
Can I send VIPs early access on WhatsApp?
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.