Brevo#

Steps#

1. Open Brevo & navigate to SMTP & API#

Navigate to your Brevo instance and click on SMTP & API in the main navigation.

2. Create API Key#

In the API Keys section, click on Generate a new API key to create new API access.

Name your API key "Karla Integration" and select the necessary permissions.

See Create and manage your Brevo API Keys.

3. Copy the API Key#

Copy the generated API key from Brevo.

In our portal, navigate to Settings > Integrations, look for Brevo.

Paste the API key into the Private API Key field and click on Save.

Building Brevo Automations#

Our Brevo integration will automatically create custom events prefixed with karla_ for all delivery journey events.

From there, you can create automation workflows relying on these events to configure your own email flows.

Recommended Flow Priority#

To cover the most important delivery journey events, we recommend first creating automations for the following event groups:

1. karla_shipment_in_transit
2. karla_shipment_carrier_delay
3. karla_shipment_damaged
4. karla_shipment_out_for_delivery
5. karla_shipment_delivered_all_events
6. karla_shipment_not_picked_up_returned
7. karla_shipment_failed_returned

By creating these 7 automations you will be able to cover standard events happening for every order (karla_shipment_in_transit, karla_shipment_out_for_delivery), all delivered cases (karla_shipment_delivered_all_events) and the events that hopefully do not happen too often, but where it is most important to be proactive with your customers (karla_shipment_carrier_delay, karla_shipment_damaged, karla_shipment_not_picked_up_returned, karla_shipment_failed_returned).

Pickup Reminder Automation#

Create an automated workflow that triggers pickup reminders for packages delivered to parcel shops or lockers that haven't been collected within a specified timeframe.

Inserting the tracking page link#

To include the tracking page link in your Brevo transactional emails you should use dynamic content with order_number and zip_code variables, so that your customers always receive their personalised link:

For emails triggered through Brevo:

Karla events#

https://app.gokarla.io/track/slug?orderNumber={{ params.order_number }}&zipCode={{ params.zip_code }}&ref=karla

https://yourshop.com/pages/tracking?orderNumber={{ params.order_number }}&zipCode={{ params.zip_code }}&ref=karla

Shipping Confirmation#

Triggered by external events from your shop system.

https://app.gokarla.io/track/slug?orderNumber={{ params.context.order.order_number }}&zipCode={{ params.context.order.address.zip_code }}&ref=karla

https://yourshop.com/pages/tracking?orderNumber={{ params.context.order.order_number }}&zipCode={{ params.context.order.address.zip_code }}&ref=karla

Testing the automations#

Once you've set up the automations and the respective emails it is important you make sure that the integration is working as expected.

In the Email Template Editor go to Preview & Test functionality.

There make sure that in the contact data you see the information from the profiles from your shop and not from Karla's test events. These should be infos like customer name, order number, shipping address etc.

If you want to see how your customers will receive the emails, you can send a test email to your email address.

Putting the automations live#

After you have tested your automations, you can put them live upon the agreed go-live date.

Event Groups#

Karla provides the following event groups to your Brevo instance for building automations. These are business-friendly groupings that make it easier to create targeted campaigns without dealing with individual event names.

Claims#

For any processed claim (e.g. damaged package, package not found...). See Claims.

• karla_claim_created
• karla_claim_updated

Shipments#

For any processed shipment update:

Recommended Automation Priority#

High Priority (Essential automations):

1. karla_shipment_in_transit - Keep customers informed
2. karla_shipment_out_for_delivery - Delivery readiness
3. karla_shipment_delivered - Delivery confirmation
4. karla_shipment_carrier_delay - Proactive communication
5. karla_shipment_delivered_all_events - Any delivery event

Medium Priority (Enhanced experience):

1. karla_shipment_delivered_to_parcel_shop - Pickup instructions
2. karla_shipment_delivery_failed - Retry coordination
3. karla_shipment_damaged - Customer service escalation

Lower Priority (Edge cases):

1. karla_shipment_not_picked_up_then_returned - Return processing
2. karla_shipment_failed_returned - Return confirmation
3. karla_claim_created - Claims management

Common Use Cases#

Post-Delivery Review Request#

Event Group: karla_shipment_delivered Timing: 2-3 days after delivery Content: Thank you message + review request

Pickup Reminder#

Event Group: karla_shipment_delivered_to_parcel_shop Timing: Immediate + daily reminders Content: Pickup location, hours, deadline

Delivery Issue Resolution#

Event Group: karla_shipment_delivery_failed Timing: Immediate Content: Failed reason, next steps, support link

Proactive Delay Communication#

Event Group: karla_shipment_carrier_delay Timing: As soon as delay detected Content: New ETA, apology, compensation if applicable

Best Practices#

1. Email Content Guidelines#

• Be Specific: Reference the exact delivery status
• Include CTAs: Add tracking links and next steps
• Personalize: Use customer and order data available from the event
• Mobile-Optimize: Most tracking emails are read on mobile

2. Testing Recommendations#

1. Test each event group automation separately
2. Verify dynamic content populates correctly
3. Check email rendering across devices
4. Monitor delivery rates and engagement

Troubleshooting#

Events Not Triggering Emails#

1. Verify event group name matches exactly (case-sensitive)
2. Check integration credentials are active
3. Confirm automation is published in Brevo
4. Test with Karla test events

Missing Data in Emails#

1. Ensure all dynamic content variables match the event data
2. Check parameter syntax ({{ params.field_name }})
3. Verify contact data mapping

Email Delivery Issues#

1. Check Brevo sending logs
2. Verify customer email addresses
3. Review spam folder placement
4. Check domain authentication (SPF/DKIM)

Support#

• Karla Integration Support: [[email protected]]
• Brevo Technical Support: Refer to your Brevo account manager
• Technical Documentation: Karla Events

Next Steps#

1. Identify which event groups align with your communication strategy
2. Create automations for your priority events
3. Design and test email workflows
4. Monitor performance and optimize