Privacy Policy

1. Overview

This Privacy Policy describes how the Connect Service Cloud × Klaviyo integration (the "App"), developed and maintained by Solvative, collects, uses, stores, and shares data when installed and authorized by a merchant ("you" or "your organization"). The App operates as a Klaviyo Public OAuth App and integrates with Salesforce Service Cloud.

By installing and authorizing the App, you agree to the practices described in this policy.

2. Data We Access

The App accesses data from both Salesforce Service Cloud and Klaviyo solely to enable integration functionality. No data is accessed beyond what is necessary for the stated purposes.

From Salesforce Service Cloud:

  • Contact data: Email address, first name, last name, phone number, mailing address
  • Account data: Account name, industry, account type, account owner ID
  • Case data: Case Number, subject, status, priority, creation timestamp, last modified timestamp, resolution details
  • Consent fields: Email opt-in/opt-out status, SMS opt-in/opt-out status, consent source and timestamp
  • Identifiers: Contact ID, Account ID, Salesforce Org ID, Owner ID, Lead Source

From Klaviyo:

  • Profile data: Email address, phone number, external identifiers, profile properties
  • Consent/subscription status: Email marketing consent, SMS marketing consent, SMS transactional consent
  • Engagement metrics: Email open events, email click events, SMS delivery and response events (written back to Salesforce daily)

3. How We Use the Data

Data accessed by the App is used exclusively for the following integration purposes:

  • Syncing Salesforce Contact and Account records into Klaviyo as customer profiles to enable marketing segmentation and personalization
  • Transmitting Case lifecycle events (Created, Updated, Resolved, Escalated) from Salesforce to Klaviyo to trigger automated workflows
  • Synchronizing email and SMS consent bi-directionally between Salesforce and Klaviyo to ensure opt-outs are respected across both systems
  • Writing Klaviyo engagement data (email and SMS activity) back into Salesforce Service Cloud to provide support agents with marketing context
  • Performing historical data backfills (up to 90 days for Cases; up to 5 years for contact/account data where applicable) during initial setup
  • Providing monitoring, error handling, and customer support for the integration
  • Improving the reliability and performance of the App

We do not use your data for advertising, profiling outside the integration purpose, or any purpose not described here.

Important: The App does not directly collect end-user personal data (names, emails, phone numbers, or payment details). All customer data is accessed and processed through Salesforce and Klaviyo APIs under your organization's account authorization.

4. Data Sharing

Data is transmitted between Salesforce Service Cloud and Klaviyo as required by the integration. No data is sold, rented, or shared with any third party other than:

  • Klaviyo — as the destination platform for profile, consent, and event data synced from Salesforce
  • Salesforce — as the destination for engagement data and consent updates synced from Klaviyo
  • Hosting & Infrastructure Providers — such as AWS and Cloudflare, used for secure hosting and performance delivery of the App

No other third parties have access to your data. All data transfers occur over encrypted HTTPS connections using OAuth 2.0 tokens. No personally identifiable information (PII) is shared with Solvative's internal systems beyond what is required for operational logging and error handling.

5. Authentication & Security

The App uses OAuth 2.0 for both Salesforce and Klaviyo authentication. No API keys are stored in plain text.

  • OAuth tokens are scoped to the minimum permissions required for the integration to function
  • All API communication occurs over TLS-encrypted connections
  • Access tokens are stored securely and are never logged or exposed in application output
  • Connection health is monitored and alerts are generated on authentication failures

6. Consent Data Handling

Consent is treated with particular care:

  • The App only propagates opt-outs (unsubscribes). It never re-subscribes a profile automatically in either system
  • All consent changes are logged with a timestamp, source (Salesforce or Klaviyo), and direction of sync
  • The audit trail for consent changes is maintained to support GDPR right-to-erasure and CCPA opt-out requirements
  • Race conditions in bi-directional consent sync are prevented via timestamp comparison logic

7. Data Retention

The App does not independently store customer data. Data resides in Salesforce and Klaviyo per the retention policies of those respective platforms. Operational logs generated by the App (for error handling and sync status) are retained for a maximum of 90 days and do not contain full PII records.

8. Your Rights (GDPR & CCPA)

If your organization operates in jurisdictions subject to GDPR or CCPA, the following applies:

  • Right to Access: You can request a summary of data synced by the App at any time
  • Right to Erasure / Deletion: Deleting or suppressing a profile in either Salesforce or Klaviyo will propagate via the App's consent sync. Contact your account administrator to initiate deletion
  • Right to Opt-Out: Opt-outs recorded in either platform are synchronized bi-directionally. Customers can opt out via any channel and the change will be reflected in both systems
  • Right to Restrict or Object: You may restrict data processing by revoking the App's OAuth authorization within either platform at any time
  • Data Portability: Customer data remains within your organization's Salesforce and Klaviyo accounts. Export functionality is provided by those platforms natively

Since the App processes data on behalf of your Salesforce and Klaviyo accounts, requests related to end-user personal data should be directed to your Salesforce or Klaviyo account administrator. For App-specific data or operational log requests, contact: contact@solvative.com

9. Children's Privacy

This App is not intended for use by children under the age of 13. The App processes business-to-business integration data on behalf of merchant organizations and does not knowingly collect or process personal data from children. If you believe data from a child has been inadvertently synced, contact us immediately at contact@solvative.com so we can take appropriate action.

10. Cookies & Tracking

We use cookies to enhance your experience and ensure the proper functioning of the App. Cookies are small text files stored on your device that help us remember your preferences and maintain your session.

Types of Cookies We Use:

  • Authentication Cookies: These cookies store your authentication tokens to keep you logged in and provide secure access to your account features

We do not use advertising, tracking, or marketing cookies. We do not share cookie data with third parties for profiling or analytics purposes.

11. Changes to This Policy

We may update this Privacy Policy to reflect changes in the App's functionality or applicable law. Material changes will be communicated via the Klaviyo App Marketplace listing or directly to the email on file for the integration account. Continued use of the App after the effective date of any changes constitutes acceptance of the updated policy.

12. Contact

For privacy-related questions, data requests, or to report a concern:

Solvative

5752 Grandscape Blvd, Suite 225

The Colony, TX 75056

Email: legal@solvative.com

Website: www.solvative.com

© 2026 Solvative. All rights reserved.