Prevent customers going through an abandoned cart flow from receiving other emails?

Question

I'm looking for advice on how to prevent subscribers who are going through this flow from receiving other types of emails, like campaigns or other automated flows.

Specifically, I'd like to know:

Preventing Overlap: What is the most effective way to ensure that people who are in the middle of a core flow (e.g., abandoned checkout) aren't also receiving other emails at the same time? How do you prioritize certain flows over others?
Exclusion Settings: Are there specific exclusion settings or techniques within Klaviyo that you find particularly useful for managing this?
Best Practices: Are there any best practices or common pitfalls to avoid when setting up these exclusions to ensure a seamless experience for the customer?
Testing: What methods do you use to test and verify that these exclusion rules are working correctly?

I want to make sure that the customer journey remains smooth and that they aren't overwhelmed with too many emails at once. Any insights or strategies you can share would be greatly appreciated!

liz.hayes · Accepted Answer

Hi GV123, thanks so much for the question - these are actually super important strategies to consider when creating a customer journey. You’ve addressed a few points so I’ve tried to summarise my advice on each but please let me know if I can provide any further insight.

1. Preventing Overlap

Use Conditional Split Blocks within your flows to manage and prioritize what content a subscriber should receive. For example, within an Abandoned Checkout flow, you can set conditions to check if a subscriber is currently in another flow (i.e. Welcome or Winback).
Create specific segment triggers for each flow and use these segments to control the entry points into different flows. This segmentation helps ensure that subscribers in one flow aren't eligible to enter another flow until they've completed the current one.

2. Exclusion Settings

Create segments based on subscribers' current flow status. For instance, if someone is in the Abandoned Checkout flow, place them in a segment (e.g., "In Abandoned Checkout Flow"). Then, exclude this segment from other flows or campaigns. You can set these exclusions in the flow entry triggers or campaign recipient settings.
Use flow filters at the entry trigger level to exclude subscribers based on flows they’ve recently received.
Make sure that the triggers for different flows are well-defined and categorised so they don’t conflict with each other. If multiple flows are triggered by similar actions, make sure the rules are clear on which flow should take precedence. For example ensure all your onsite-behaviour triggered flows have a cadence to them - this could look like setting a longer wait node on your Abandoned Browse flow before a conditional split that checks if that customer has already entered your Abandoned Checkout flow before proceeding. You’d prioritise the Abandoned Checkout flow experience over the Abandoned Browse because that content is designed for a customer that’s deeper into the funnel and more engaged and will speak to where the customer is currently at in their journey.

3. Pitfalls

Outline your entire customer journey through some sort of visual chart/medium, to give you an idea of how and when a customer can enter/exit the flows you have Live based on the set up strategies above. This will give you the most holistic view of how smooth your journey is and the rate at which customers are receiving flow and campaign emails.

4. Testing

Check the analytics for your flows and segments often to see if there are any overlaps or if subscribers are receiving unintended emails. You can also spot check profiles to gauge this on an individual, more ad-hoc level.

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