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Customising Your Email Templates

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calendar Last updated on May 5, 2026

Customising Your Email Templates

By default, Product Agents generate dynamic text for your emails using AI, including the subject line, headline, body text, and calls to action.

If you prefer to write this text yourself, you can replace these fields directly inside the Hello Retail content blocks in your Klaviyo template. No coding experience is required.

The Hello Retail content blocks

During setup, Hello Retail added one or more universal content blocks to your Klaviyo email template. Each block serves a different purpose:

Block name What it contains
Hello Retail – Full template Headline, body text, CTA button, primary product cards, and secondary product cards
Hello Retail – Text and Call to Action Headline, body text, and CTA button only
Hello Retail – Other Products Secondary product section with title, description, and CTA button
Hello Retail – Primary Products Primary product cards only (no editable text fields)

The text fields that Product Agents fill with AI-generated content are found in the Full template and Text and Call to Action blocks. The Other Products block also contains AI-generated section titles and descriptions.

Option 1: Edit the Hello Retail content block directly

The Hello Retail content blocks are HTML blocks inside Klaviyo's drag-and-drop editor. When you click on one, you can edit the code inside it directly.

  1. In Klaviyo, go to Templates and open the email template used for your Product Agent flow
  2. Click on the Hello Retail content block you want to edit

  3. Click the HTML or source code button that appears in the block settings to open the code inside it

    The HTML source code button in Klaviyo's block editor

  4. Use your browser's find function (Ctrl+F on Windows, Cmd+F on Mac) to locate the variable you want to replace

  5. Delete the variable and type your own text in its place
  6. Save your changes

Tip

If you are not sure which block to open, look for the label at the very top of the code. The Text and Call to Action block, for example, is labelled Hello Retail - Text and Call to Action.

Text variables you can replace

These are the AI-generated text variables inside the Hello Retail content blocks. Use your browser's find function to locate each one, then delete it and type your own text.

What it controls Search for Example replacement
Main headline event.headline Time to reorder!
Body text event.body Based on your purchase history, we think you might be running low.
Main CTA button event.callToAction Shop now
Secondary products section title event.otherProductsTitle You might also like
Secondary products description event.otherProductsText Here are a few more products we think you'll love.
Secondary products CTA button event.otherProductsCallToAction View product

When you find the variable in the code it will look something like {{ event.headline|safe }}. Delete the entire variable including the surrounding curly braces and type your replacement text directly.

Option 2: Use a native Klaviyo text block

If you would rather not edit any code at all, you can add a native Klaviyo text block for your copy and use one of the Hello Retail blocks that contains only product cards.

To do this:

  1. In your email template, use one of the Hello Retail blocks that contains only product cards: either Hello Retail – Primary Products or Hello Retail – Other Products. These blocks have no text fields, so there is nothing to edit in the code.
  2. Add a native Klaviyo Text block above the Hello Retail block using the drag-and-drop editor
  3. Type your own copy directly into the Klaviyo text block
  4. To include product details, paste variables like {{ event.primaryProducts.0.title }} directly into the text block. Klaviyo will fill them in automatically when the email is sent.

A native Klaviyo text block placed above a Hello Retail product block

This keeps everything in the visual editor. Your copy lives in a standard Klaviyo text block that you can edit the same way as any other email element.

Updating the subject line and preview text

The subject line and preview text are not part of the content block. They are set directly in the Klaviyo flow.

To update them:

  1. Open your Product Agent flow in Klaviyo
  2. Click on the Email action inside the flow
  3. Find the Subject and Preview Text fields at the top
  4. Replace {{ event.subject }} with your own subject line
  5. Replace {{ event.previewText }} with your own preview text

Using product details in your own text

Even when writing your own copy, you can include real product information to keep emails relevant without relying on AI.

The following variables can be placed inside your headline or body text. They will automatically be filled in with the correct product data for each email that is sent.

There are two sets of product variables available:

  • inputProduct — the product that triggered the email, for example the product the customer last purchased or viewed
  • primaryProducts.0 — the main recommended product selected by the agent
Variable What it shows Example output
{{ event.inputProduct.title }} Name of the triggering product Daily Shampoo 500ml
{{ event.inputProduct.price }} Price of the triggering product 12.99
{{ event.inputProduct.currency }} Currency code EUR
{{ event.inputProduct.brand }} Brand of the triggering product Garnier
{{ event.primaryProducts.0.title }} Name of the recommended product Running Shoes Pro
{{ event.primaryProducts.0.price }} Price of the recommended product 49.99
{{ event.primaryProducts.0.currency }} Currency code EUR
{{ event.primaryProducts.0.brand }} Brand of the recommended product Nike

Copy the variable exactly as shown and paste it into your text. For example:

We think it's time to restock your {{ event.primaryProducts.0.title }}.

This produces a headline like: "We think it's time to restock your Daily Shampoo 500ml."

For a full list of available variables, see the Hello Retail Developer Documentation: Klaviyo Integration.

Adjusting AI content instead of replacing it

If you still want to use AI-generated content but adjust how it sounds, you have full control over the output.

You can:

This allows you to keep the benefits of dynamic content while aligning it with your brand voice.