Catch unhappy customers early (Product Reviews)
Last updated on October 13, 2026
A 1 or 2 star review is often a customer you can still win back, if someone on your team reaches out the same day. This flow sends your support inbox an alert from Klaviyo every time Vitals Product Reviews receives a low rating, with the review and a link to it. Nothing is sent to the customer.
💡 Before you start: Klaviyo must be connected through the new connection. If you have not set up Klaviyo events yet, read Send Vitals events to Klaviyo first.
1. Turn on Product Reviews events in Vitals
Go to Integrations, find the Klaviyo card, and under Klaviyo events turn on Product Reviews events. Select Save.
The metric Review Submitted appears in Klaviyo after the first new review. Imported reviews do not send events.
2. Create the flow in Klaviyo
- In Klaviyo, go to Flows and select Create flow. Build it from scratch and name it, for example "Unhappy reviewer alert".
- Choose Metric as the trigger and pick Review Submitted (it has the Vitals icon).
- Add a trigger filter: rating is at most 2.
3. Add an internal alert
Instead of an email to the customer, add the Internal alert action and enter your support inbox's address. It goes out right away, with no delay.
Example alert:
Subject: {{ event.rating }}★ review on {{ event.product_title }}
{{ event.reviewer_name }} ({{ person.email }}) left a {{ event.rating }}-star review:
"{{ event.review_text }}"
Verified buyer: {{ event.verified_buyer }}
See it with the product's other reviews: {{ event.review_admin_url }}
Your team can then reply to the customer personally, before the review is published, and decide whether to publish it.
Useful properties on Review Submitted
- rating (1 to 5), review_text, reviewer_name
- product_title, verified_buyer
- order_id: filled for reviews written from a review request email
- review_admin_url: the product's reviews in your Vitals admin
Good to know
- An internal alert is not a marketing email, so it reaches your team for every low rating, whether or not the reviewer is subscribed.
- If Who appears in your Klaviyo is set to Subscribers and people already in your Klaviyo, reviews from anyone else are not sent to Klaviyo and do not raise an alert. Choose Any identified shopper to catch every low rating.