This integration is available on Classic plans and above, and requires a Klaviyo Social Marketing account, on top of the standard Klaviyo account.
In this article:
Overview
Instagram rewards in Klaviyo let your customers earn points for Instagram activity: linking their Instagram account, mentioning your brand in a post, posting your hashtag and commenting on your posts. Klaviyo tells us about each activity, and we award the points to the matching customer in your loyalty program.
How Instagram rewards work
Instagram rewards match Instagram activity to your customers through their email address. A customer links their Instagram by sending your brand's Instagram account a keyword in a direct message. Your Klaviyo auto-reply asks for their email, and Klaviyo saves their Instagram username to the profile with that email. From then on, we can match their Instagram activity to their account in your loyalty program.
Instagram rewards use 4 rules:
Link an Instagram account: customers earn points the first time they link their Instagram. This rule switches Instagram rewards on and off.
Mention a user on Instagram: customers earn points when they mention your Instagram username in a post.
Post a hashtag on Instagram: customers earn points when they post your hashtag and tag or mention your Instagram username.
Comment on an Instagram post: customers earn points for commenting on your posts, once per post.
Customers can only earn the mention, hashtag and comment rules once they've linked their Instagram, so those rules stay off until the linking rule is on.
How Instagram rewards can help you
Every mention, hashtag and comment puts your brand in front of your customers' followers. Rewarding that activity gives your customers a reason to post about you, and gives you more content from real customers to share.
Before you start
Check you have the following in place before you set up Instagram rewards:
Klaviyo connected to LoyaltyLion using OAuth. If you haven't connected it yet, follow the Klaviyo integration manual.
Klaviyo Social Marketing, with your brand's Instagram account connected to Klaviyo.
An Instagram auto-reply in Klaviyo that's triggered by a keyword and asks the customer for their email.
Gatsby disconnected, if you use it. Both would award points for the same posts.
Fewer than 10 webhooks in your Klaviyo account. Instagram rewards add 1.
How to set up Instagram rewards
Create the linking rule
The Link an Instagram account rule switches Instagram rewards on, so set it up first.
In LoyaltyLion, go to Program, and then Rules.
Click Create rule, and choose Link an Instagram account.
In Your Instagram username, enter your brand's Instagram username.
In Auto-reply keyword, enter the trigger word of your Klaviyo Instagram auto-reply, exactly as it is in Klaviyo.
Set the Points customers earn for linking, turn the rule on, and save it.
You'll see Rule created. Instagram rewards are now on.
If the rule shows a red banner, follow its link before you save:
Grant permission in Klaviyo: LoyaltyLion needs permission to manage your Klaviyo webhooks. Klaviyo brings you back to the rule once you've granted it.
Switch to OAuth: your Klaviyo integration uses an API key, and Instagram rewards need OAuth.
Go to integrations: Klaviyo isn't connected yet.
Add the mention, hashtag and comment rules
With the linking rule on, add the Instagram rules you want your customers to earn.
In Program, and then Rules, click Create rule, and choose Mention a user on Instagram, Post a hashtag on Instagram or Comment on an Instagram post.
Enter your brand's Instagram username. For the hashtag rule, also enter the Hashtag.
Set the Points, turn the rule on, and save it.
What your customers see
Instagram rules show on your loyalty page and on the loyalty page in Shopify customer accounts. Until a customer links their Instagram, the mention, hashtag and comment rules show Link Instagram to start, and each rule tells them to send your keyword to your Instagram account.
Instagram rules don't show on Shopify POS, because it can't show the linking steps.
Turning Instagram rewards off
To turn Instagram rewards off, turn off the Link an Instagram account rule. Customers can only earn the other Instagram rules once they've linked, so this also turns off your mention, hashtag and comment rules. We ask you to confirm first, and name the rules it will turn off.
Turning the linking rule back on doesn't turn the other Instagram rules back on. Turn each one on again from Program > Rules.
Disconnecting Klaviyo also turns off Instagram rewards and every Instagram rule that depends on them.
If customers stop earning points
Klaviyo sends Instagram activity to LoyaltyLion through a webhook. If Klaviyo can't deliver to it for 48 hours, Klaviyo turns the webhook off and doesn't turn it back on. The same happens if someone deletes the webhook in Klaviyo. Either way, Instagram rewards stop until you reconnect.
When we find this, the Link an Instagram account rule and the Klaviyo integration page show the date Klaviyo stopped sending Instagram events. To reconnect:
Turn the Link an Instagram account rule off, and then on again.
Turn your mention, hashtag and comment rules back on.
FAQ
Do customers who linked before I created the linking rule earn points for it?
No. Customers earn linking points only if the Link an Instagram account rule existed when they linked. They can still earn your other Instagram rules.
What happens if the keyword doesn't match my Klaviyo auto-reply?
Your customers can't link their Instagram. Your Instagram rules tell customers to send the keyword from the linking rule, so if your Klaviyo auto-reply uses a different trigger word, it won't reply. Make sure both match exactly.
Can I use Gatsby and Klaviyo for Instagram rewards at the same time?
No. Disconnect Gatsby before you turn on the Link an Instagram account rule, because both would award points for the same posts.
Why does it say my Klaviyo account already has 10 webhooks?
Klaviyo allows 10 webhooks per account, and Instagram rewards need 1. Remove a webhook you no longer use in Klaviyo, and save the linking rule again.
Do customers earn points for every comment?
Customers earn points once per post, however many comments they leave on it. Only comments on posts from the Instagram username in your comment rule count.