Hello @Ian B,

Welcome to the Klaviyo Community!

Let me extend my apologies for the negative experience you had with our support team regarding trying to resolve your issue as to why contacts signing up from your Facebook lead ad campaign are not consistently going through your welcome flow. 

Since it sounds like this is only occurring periodically, it’s safe to assume that the Facebook integration with Klaviyo is still connected and we can rule out any integration issue. It’s also good to know that you reverted any changes you’ve previously made to the flow to further rule out changes and flow filters that may be impacting these contacts.

One question I did have pertaining to your flow set up, do you happen to have any time delays between the initial list trigger and the first email? If not then this may be the root of your issue caused by a race condition. From my experience, one of two things could be occurring. 

1. Klaviyo is trying to send an email "immediately" at the same time it's checking your Flow's logic and filters to determine if a Profile qualifies for the specific flow
2. There is a delay in the information synced from Facebook as it can take upwards of an hour for information to sync between Facebook and Klaviyo; mentioned in the How Often Integrations Sync Help Center article

In both scenarios the sending window is missed and thus excludes the contact from your flow. To alleviate this, I suggest adding in a short time delay between the flow trigger and the first email. This allows enough time Klaviyo to properly determine if a contact qualifies for a flow based on its conditions. Similarly, I would suggest waiting at least an hour to see if a contact entered the flow or not per the second scenario to account for Facebook’s sync frequencies. 

I hope this helps! Thanks for being a part of the Klaviyo Community!

David

Hi David,

Thank you for your response.

I will try your suggestion of a short time delay first and see how that goes. If that doesn’t work, I will build a separate flow for the Facebook Lead Ads and incorporate a delay of over an hour.

Thanks again.

Ian

So, I have now increased the delay to 2 minutes and have more Welcome emails failing to send than actually being sent. This is ridiculous that you can’t get this working correctly. 

Hey @Ian B,

If you’re still having trouble incorporating those users to your Welcome Series from from your Facebook Lead Ad, I would suggest using the alternate solution of having a new Welcome Series flow triggered by the Facebook Filled Out Lead Ad event. To make building this new flow out easier, you can save those email designs from your original Welcome Series flow as email templates if they aren’t already and re-creating your new flow with those saved templates.

In addition, I would suggest adding a flow filter to exclude those contacts who have triggered this Filled Out Lead Ad event from your original Welcome Series flow to ensure your customers are not receiving both flows accidentally. 

You can find a brief explanation of this flow from the The "Filled Out Lead Ad" Metric subsection of the How to Integrate with Facebook Advertising Help Center article.

David