Why do I get a warning about unengaged users in my 'Highly Engaged' segments?

Question

I'm hoping you can explain why, when I go to send an email to my 14 and 30 Day Highly Engaged Segments, Klaviyo shows a suggestion to not send to a certain percentage of that segment because they "have not engaged in 30 days". This happens across multiple accounts that I manage. When I reached out to customer support via chat, the agent created a segment using Klaviyo's own "30 day engaged" segment builder and it still showed that message. The agent passed my issue to an email support agent, who sent me a canned response about Reputation Repair, and I never did get an explanation of why this happens, or how to fix it. I'd really appreciate any insights you have.

Byrne C · Accepted Answer

Hi ​@OMemail,What arethe definitions of your engaged segments? Has everybody in your engaged segments opened or clicked an email in the last 30 or 14 days? It would be helpful to know this info, as some engaged segments include people who may not have recently opened an email. For example, certain engaged segments might include new profiles that are yet to engage, or profiles that have purchased/been active on site, but haven’t interacted with emails.While these purchasers/site visitors/new subscribersare certainly engaged with your store in some capacity, they might not be engaged with youremails. Because of this, our reputation repair AI may recommend to exclude them from sends. Note that you can always uncheck the box to exclude unengaged recipients, and send to everyone in the segment if you choose. Reputation repair is a great suggestion, but is not mandatory.

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