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Cannot identify why user skip emails

  • 24 January 2023
  • 2 replies
  • 11 views

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Hello

I have an unusual instance where a user is skipping emails they shouldn’t skip, and I cannot understand why even if:

  • I can see the event “Email Skipped” in their profile but there are no details about what email they’re skipping
  • I checked the email flow they should be in, but I cannot see their email in the Recipients Activity list of “Skipped”
  • Emails in the flow don’t have skip conditions

Not sure how to diagnose this further, any suggestions?

Thank you

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Best answer by Omar 25 January 2023, 00:11

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Userlevel 7
Badge +57

Hello @Simone Furlani ,

Please provide screenshots showing an example case where a user is skipped as well as your flow analytics to show this matching data. Providing your flow setup example and showing the # skipped is helpful as well.

 

Thanks,

Alex

Userlevel 6
Badge +33

Can you check if you have Smart Sending turned on for those emails in that flow?

If so this might be causing it! Either disable it or change the settings in your account to a shorter timeperiod to skip emails.

https://www.klaviyo.com/account#email-tab

 

Else please go to the flow, click the specific email and click on skipped.

This brings you in the reports section, click on Skipped and check if it's there

Hope this helps,

 

Omar Lovert // Polaris Growth // Klaviyo Master Platinum Partner

We help with e-commerce growth through CRO, Klaviyo and CVO

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