Klaviyo has agreed to acquire the team and proprietary technology of AI customer success firm Agency to strengthen its customer relationship management (CRM) platform. Under the terms of the deal, Elias Torres will become Chief Product Officer at Klaviyo, where he will lead the company’s agent product line, including Composer and Customer Agent. The transaction is expected to close in Q3 2026. This move positions Klaviyo to accelerate its development of an autonomous B2C CRM for the AI era by integrating Agency’s expertise in conversational commerce with Klaviyo’s extensive consumer data infrastructure.

Leadership and Strategic Alignment

Torres will report to Andrew Bialecki, co-founder and co-CEO of Klaviyo, who will continue to oversee the company’s overall vision and business strategy. The leadership pairing draws on a long-standing professional relationship between the two executives. Torres previously hired Bialecki as one of his first engineers at Performable, a company acquired by HubSpot in 2011. Following that acquisition, Torres co-founded Drift, a pioneer in conversational commerce, and later founded Agency, applying similar principles to AI agents. Bialecki co-founded Klaviyo.

"Elias and I have always believed every customer should be treated like they're the only one. Agents give us a powerful new way to deliver on that belief," said Bialecki. "Elias has been at the forefront of AI agents for support and sales for years, and he’s exactly the kind of technologist and builder I’ve always respected. Together we’re going to build on that momentum and enhance the experience our agents can provide for the businesses Klaviyo serves."

Product Integration and Data Infrastructure

The acquisition aims to bolster Klaviyo’s existing agent offerings: Composer, a marketing agent that analyzes performance and optimizes campaigns, and Customer Agent, which provides direct, real-time interaction with consumers. Klaviyo asserts that its competitive advantage lies in the depth of context available to these agents. The company’s data infrastructure stores more than nine billion consumer profiles and ingests and indexes more than a quarter of a trillion data points every quarter.

"An agent is only as good as the context behind it, and Klaviyo has spent more than a decade building that context with a real-time, unified view of consumer behavior across every business it serves," the company stated. This scale allows Klaviyo’s agents to move beyond simple question-answering to understanding customer intent and delivering personalized experiences.

Transaction Details

Klaviyo will acquire Agency’s proprietary software and related intellectual property. Torres and other members of the Agency team are expected to join Klaviyo following the closing of the deal in Q3 2026. Financial terms of the acquisition were not disclosed.

Torres highlighted the strategic value of combining Agency’s proactive engagement tools with Klaviyo’s data capabilities. "At Agency, we built agents that proactively surface what customers need before they ask. But that's only half the picture. By joining Klaviyo, I get the other half, an understanding of consumer behavior that nobody else has, and the ability to scale faster," Torres said.

Klaviyo, Inc. will release its second quarter 2026 financial results following the close of the U.S. financial markets on Wednesday, August 5, 2026. The announcement will provide insights into the company's performance for the quarter, which stakeholders can access via its investor relations website.

To discuss the results, Klaviyo will host a live audio webcast at 4:30 p.m. ET / 1:30 p.m. PT on the same day. A replay of the webcast will be available on the company’s investor relations website after the call concludes.

Event Details

Klaviyo operates as an autonomous B2C CRM, powering customer experiences for over 196,000 paying customers. The company’s platform unifies data, intelligence, and action across marketing and service to help businesses drive personalization at scale.