Summer '26 release: The Retention Edition

A new Klaviyo integration.

Connect Klaviyo in one click and Firmhouse keeps your profiles, events and segments in sync. Every customer email becomes a Klaviyo event with full context, so you can build your own flows. Segments you create in Klaviyo come back into Firmhouse: use them to personalize the Customer Portal, target offers, and filter workflows. And offers now live on the Klaviyo profile with one-click accept links, so a winback or upsell email is a normal Klaviyo campaign. Your existing Klaviyo setup keeps working and there is a migration path for every event. Live with our first merchants, and we're looking forward to migrating you as we finish the documentation over the coming weeks.

What that looks like in practice:

• You already have a "VIP" segment in Klaviyo. It now shows up in Firmhouse, so your portal shows VIPs an early-access card, your offers target only VIPs, and your workflows run only for VIPs. Built once, in the tool you already use.

• The upcoming order email every subscriber gets can now say "your 6th order is coming up", show the product images, and include an offer to add something. It was a reminder. Now it's your best upsell moment, and it was already going out.

• A winback used to mean asking support to reactivate accounts one by one. Now the offer sits on the Klaviyo profile with an accept link. The campaign goes out like any other and the reactivations happen on their own.

This new integration is rolling out now, get in touch with the team to make the switch via support.

Offers.

We have talked with many of you regarding churn prevention and reduction. Offers are a flexible way to personalize and adjust subscriptions to the needs of your customers. Configure your offers for your customers and Firmhouse puts them in the right place, at the right time. Target them in the Customer Portal, so a customer who is about to cancel sees the offer they qualify for. Add them to your emails with action links, so a customer can accept an offer straight from the email without logging in. You decide who qualifies, what they get (a discount, a free product, a product or plan swap) and what they commit to. Live with our first merchants, and a good fit for anything you're planning for Black Friday.

A few examples of what you can achieve with offers:

• A subscriber cancels after order 2 with "I still have plenty left" and sees "skip a month and we'll add a free sample to your next box". Someone on order 9 with the same reason sees a switch to every 8 weeks. Same reason, different customer, different offer.

• A coffee subscriber on the 250g plan opens their portal and sees one card: "Switch to 500g and lock in 10% off for the next three orders." No campaign, no coupon code. It's there because they qualify.

• You send last winter's canceled subscribers one email: "Your dog's food, 15% off your next four deliveries." One click and the subscription is back on, discount applied.

We’re looking for merchants to help kick the tires on this, and test it before general availability. Get in touch with the team to set this up for your business.

Workflows.

Pick a subscription event and an action, and Firmhouse runs it for every subscriber who qualifies. Start from a template: reward every fifth order, set a custom property in Klaviyo, trigger a Shopify Flow, or call any API. The best part the Firmhouse Agent, what you need and it designs a custom workflow for you. No dragging and connecting boxes on a canvast. Live with our first merchants, opening up to more this month.

Some examples of common workflows we see merchants create:

• Every fifth delivery gets a free shave gel. Before: a spreadsheet someone checks on Fridays. Now: one workflow, and nobody checks a spreadsheet again.

• Someone skips twice in a row and Firmhouse sets "at risk" on their Klaviyo profile. Your email team builds the flow they always wanted, and the data is already there.

• You tell the Firmhouse Agent: "When someone in our VIP segment places their tenth order, add the discovery set for free and flag it for a handwritten note." Our agent builds it, you review it, done. That was an internal dev ticket before.

Workflows are rolling out in batches to customers on the Advanced plan. Contact the team to jump the queu and be part of our earliest batches.

A visual builder for your Customer Portal.

A big overhaul for your customer experience. The Customer Portal builder now has a visual editor, so you can fully customize the portal and make it native to your brand: select a component and change it, click a text and translate it, and see the result in the preview as you go. Native to AI with our agent, you tell it what you want and it makes the changes for you. Every change is a draft until you publish, so your customers only see what is finished and put live. Available now for merchants on Customer Portal v2, and if you're not on v2 yet we'll do the first conversion together.

What that looks like in practice:

• Autobrand your portal. Tell our agent "match my store" and it opens your storefront, picks up your fonts, colours and buttons, and applies them to the your customer portal. What used to be a two-week agency job is a conversation.

• Target offers and upsells. Add a card that only shows to your Klaviyo "VIP" segment: "Move to the 1kg bag and lock in 10% off for three orders." Another card, only for normal subscribers, offers a second blend. Same portal, every customer sees the offer that fits them.

Reply to get onboarded.

Four capabilities, one goal: turn this Black Friday into the your revenue foundation for 2027.