Custom Properties For Abandonment Flows Question

Question

I'm attempting to prevent people going through my abandonment flows—Browse Abandonment, Checkout Abandonment, and Cart Abandonment—from receiving campaign emails. The goal is to keep the messaging super targeted and prevent customers who are nearly about to purchase from getting distracted.

Plan:

To achieve this, I'm planning to update the profile property at the start and end of these flows. These profiles will then populate a segment that I will use to exclude from campaigns.

Question:

Do you know if a customer going through any of the abandonment sequences will have their profile property updated by Klaviyo if they leave the flow via a filter on the trigger or profile, versus leaving the flow by completing it naturally (reaching the end and passing the conditional split)?

I'm asking because when the customer enters the flow, their profile property will be updated. However, if they are filtered out (e.g., if they complete a purchase), they don't complete the flow path naturally and don't pass the update profile property section at the end of the flow. This means they could remain tagged as going through an abandonment flow and still be included in my exclusion segment from the campaigns.

Does this make sense? If it does work like this, do you have any solutions or workarounds to ensure these profiles, tagged as going through a certain flow, aren't stuck like this?

Side question: Could I group all of these flows into one segment and just label it as a "Going Through Abandonment Flow" segment?

bluesnapper · Accepted Answer

Hi @GV123If you apply a profile filter at the flow level, it is evaluated before each step in the flow. Profiles in the flow will be skipped from any step they reach(and the subsequent steps) if they fail the conditions of the filter while in the flow.For example, if you add a profile filter to a checkout abandon flow of ‘placed order zero times since starting this flow’, a contact will progress through the flow steps until they place an order. After that, they effectively exit the flow (to be more specific, they skip the steps as they arrive at them).So, to your point, if you update a custom property immediately uponentering the flow and exiting the flow, thecustom property will not be updated on exit for a contact if they fail the flow filter set at the flow level. So you will end up with some contacts permanently flagged asbeing in the flow.The solution is to add a conditional split for each email in the flow. Again, using the example of the abandoned checkout with a filter of‘placed order zero times since starting this flow’ the NO branch (placed order) would update the exit custom property (see below).Yes, you can segment based on the values of the custom propertiesyou choose.You could also create the custom property as a list data type, say ‘inflow’ and add/remove values from that list across multiple flows e.g inflow = [‘checkout_enter’,’browse_abandon_exit]Does that help?RegardsAndy

GV123 · Answer

Hi @bluesnapper,Yes this helps massively, thank you.Just to cliarify -- the conditional split and the profile property are working in tandem at theemail levelto remove the profiles and update the properties?Because at the flow level -- this would be overlooked.

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