Hi @JennaMcNa ,

It sounds like you're dealing with a frustrating issue. Here are a few potential reasons and solutions that might help:

1. Segment Criteria: Double-check the criteria for your segment. Ensure that all 441 profiles meet the exact conditions specified in the segment. Sometimes small discrepancies can cause profiles to be excluded.

2. Subscription Status: Verify the subscription status of the profiles in your segment. Even if they are subscribed, there might be another layer of filtering affecting their inclusion.

3. Suppression Lists: Ensure that these profiles aren’t on any suppression lists. Klaviyo will automatically exclude profiles on suppression lists from receiving emails.

4. Flow Filters: Check any active flows, particularly the welcome flow you mentioned. Filters within these flows might be unintentionally preventing these profiles from receiving other emails. You can temporarily pause the flow to test if this resolves the issue.

5. Sending Queue: Sometimes, Klaviyo’s sending queue can experience delays, especially during peak times. While it’s been 4 hours, it’s worth checking the campaign’s status to see if emails are still in the queue.

6. Smart Sending Settings: Even though you’ve turned off Smart Sending, ensure that there are no other global or segment-specific settings that might be limiting email sends.

7. Klaviyo Support: If you’ve gone through these checks and the issue persists, it might be beneficial to reach out directly to Klaviyo support for a more detailed investigation.

By carefully reviewing these areas, you should be able to identify and resolve the issue preventing your emails from reaching the intended segment.

Best of luck, and I hope this helps!

Thank you.  I check all of this and couldn’t find an issue.  I cloned the email this morning and resent.  I’ve now found where it says how many people were sent the email and how many opened, skipped, bounced etc. 

This time it say it has sent to all people in the segment.  However the first one seemed to think there was only 1 person in the segment when there wasn’t.  Why would this have  been?  Could it be that I schedule these campaign before my segment was fully populated and it remembered the amount of people in the segment at the time it was scheduled?

Thanks.

Hello @JennaMcNa 
It’s great to hear that the cloned email sent correctly to your entire segment. Based on your experience, it’s possible that the issue was related to the timing of when the campaign was scheduled versus when the segment was fully populated.

When you schedule a campaign, Klaviyo captures the segment snapshot at that moment. If the segment wasn’t fully populated when you scheduled the initial campaign, it might have only recognized the profiles present at that time. This would explain why it initially sent to just one person.

To avoid this, here are a few tips:

1. Ensure Segment is Fully Updated: Before scheduling a campaign, double-check that your segment is fully updated and populated with all intended profiles.
2. Refresh Segments: Manually refresh your segments prior to scheduling to ensure they capture the most up-to-date information.
3. Monitor Segment Growth: If you anticipate significant changes to your segment shortly before a campaign, it might be best to wait until the segment is stable before scheduling.

Glad to hear the second send went well, and I hope this information helps as well!

Ok that makes sense.  So if a campaign was scheduled way in advance and the segment has grow between creation and sending, could I pause and reschedule? would that trigger it updating the amount the amount of people in the segment to send to?

Hi @JennaMcNa 

Yes, if you schedule a campaign well in advance and the segment grows significantly in the meantime, pausing and rescheduling can help ensure it captures the updated segment. Here’s how you can handle this:

Pause the Campaign: Before the scheduled send time, pause the campaign. This will stop the current send process.

Reschedule the Campaign: After pausing, reschedule the campaign. This will prompt Klaviyo to re-evaluate the segment and include all current profiles.

By doing this, you’ll ensure that your campaign is sent to the entire updated segment, reflecting any new subscribers or changes made after the initial scheduling.

This method is especially useful for dynamic segments that frequently change. It’s always good to check and confirm the segment's composition closer to the send time for the most accurate targeting.

I hope this helps!

Good to know this works, thanks.
It’s not very automated though… the purpose of my scheduling campaigns in advance is so that I can spend a day writing and scheduling each month and then leave them to send when the time comes.  
What we’ve chatted about suggests that if I want new subscribers included then I have to manually go into each campaign before sending to ensure the segment updates with those new subscribers?  

Hi @JennaMcNa ,

I understand the need for automation, especially when scheduling campaigns in advance to save time. While manually checking segments before each send can ensure they’re up-to-date, it does add an extra step. Here are a couple of automated solutions you might consider:

Recurring Campaigns: Instead of scheduling one-off campaigns, you could set up recurring campaigns. Recurring campaigns automatically re-evaluate the segment each time they are sent, ensuring all new subscribers are included without manual intervention.

Flows Instead of Campaigns: For certain types of emails, setting up flows rather than campaigns might be beneficial. Flows dynamically pull in new subscribers as they meet the criteria, ensuring they receive the intended emails without the need for rescheduling.

Segment Refreshing: If using campaigns, you could create a habit of refreshing segments shortly before the scheduled send dates. While it involves some manual work, it ensures accuracy and can be done periodically rather than daily.

Unfortunately, Klaviyo currently doesn’t have a fully automated solution for re-evaluating segments at the time of sending scheduled campaigns. However, combining these methods can help balance automation and accuracy.

I hope these suggestions help streamline your process!

Hi @JennaMcNa @Sales Impact 

It is possible to update segments prior to a scheduled campaign send (see below). Checking this ensures your sending segment is up-to-date before the campaign is sent.

Hope that helps

Andy

I’ve actually had this reply from support which figured out what I was doing wrong as they looked at my account.  Thanks for your help.  I’ll leave their reply below incase it helps anyone else.

I was able to identify that the email that was scheduled on Jul 31, 2024 at 8:08:20 AM EDT which Adding Recipients at Send Time was equal to false. I have pulled the following below from our guide which explains the process of this quite well:
 

When the Determine recipients at send time option is checked, Klaviyo takes a new snapshot of your target list or segment right before the scheduled campaign sends. This ensures that you are sending to the most up-to-date list. By default, determine recipients at send time is turned off.

 

When this option is not checked, Klaviyo takes a snapshot of your target list/segment the moment you click Schedule. If anyone is added to or removed from your list between the moment you schedule the message and when it sends, these changes will not be reflected in the send list.

 
Ultimately, when the selection is not chosen Klaviyo will not recalculate the number of recipients in the segment and will continue to send to the recipients which were located in the segment at the time of scheduling. When the option is chosen, Klaviyo will re-determine the number of profiles if new profiles joined the segment between the time of scheduling and sending. You can find more information regarding this here - Understanding campaign schedule and send options
 

Hi @JennaMcNa @Sales Impact 

It is possible to update segments prior to a scheduled campaign send (see below). Checking this ensures your sending segment is up-to-date before the campaign is sent.

Hope that helps

Andy

 

 

Ah! I saw this and thought it was something to do with time zones… thanks so much for clarifying.

No problem @JennaMcNa Glad it’s all clear now!

Regards

Andy