Skip to main content
Question

send email conditional on previous emails sent to that user?


Forum|alt.badge.img
  • Contributor I
  • 1 reply

Does Klaviyo have a way to conditionally send an email to a person depending on whether (or how recently) you have already sent that email to that person?  I have only figured out how to condition on how recently you have sent any email to that person, or on whether or how recently the person has been in that Flow as a whole.

 

My use case is, there are users with accounts (each user may have many accounts), and when an account is inactive I want to send periodic email notifications to the user.  I don't want to send the notification if I have already sent the user a notification about that account in the past N days, but I do still want to send the notification even if I have already sent the user a notification about a different account in the past N days.

 

The events and profile properties that I use to implement this will be custom, so there is flexibility there, but I would prefer not to have to keep track of Klaviyo-related state/logic outside of Klaviyo - I want to be able to give updates to Klaviyo saying that a given account of a given user has been inactive for a given number of days, and for logic within Klaviyo to determine whether that warrants sending a notification that day or not.

Did this topic or the replies in the thread help you find an answer to your question?

4 replies

Christiannoerbjerg
Expert Problem Solver II
Forum|alt.badge.img+12

Hi ​@a22 

Thank you for posting in the Community!

I would love to help you with this kind of problem - Can you elaborate further on the issue? :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov


Byrne C
Community Manager
Forum|alt.badge.img+10
  • Community Manager
  • 75 replies
  • February 11, 2025

Hey ​@a22,

I looked over your question, and while we don’t have the ability to accomplish exactly what you’re asking about, you can design a very similar system within a flow.

You’re looking to periodically send emails to customers with inactive accounts, correct? If you have an event that triggers when an account becomes inactive, you can set this up using a metric-triggered flow. If not, but profile properties get updated when an account becomes inactive, you can set up a segment-triggered flow based on whether people have these profile properties.

From there, you’ll send reminders periodically, separated by time delays. The length of these delays and amount of delays/emails is up to you. The time delays are key here - they determine how long somebody waits since receiving that specific email, to receive another one.

You’d need to filter people out of the flow if their account becomes active again. Do you have an event that sends when this occurs? If so, you’ll add it as a profile filter on the flow, to check that the event has happened zero times since starting the flow. Those who record that event will fail the flow filters, and won’t be sent any remaining emails.

Let me know if this makes sense! In short, accomplishing this is dependent on the length of time delays you add to the flow, and the filters you set up. Happy to answer any additional questions.

-Byrne


Forum|alt.badge.img
  • Author
  • Contributor I
  • 1 reply
  • February 12, 2025

@Byrne C Thanks for the reply, but I don’t think it addresses the question.  As I tried to explain in my original post, the scenario is about inactive accounts, not inactive users, and each user may have many accounts.  In the case of a flow with time delays, if the flow starts when a particular account becomes inactive, it should stop when that account becomes active, but shouldn’t stop when some other account associated with the same profile becomes active.  If I were to add a profile property to track this - say, a list of IDs of the user’s inactive accounts - then the filter in the flow would need to check whether the account ID that triggered the flow is in the profile’s list of inactive accounts, but there doesn’t seem to be a way to make filters that check a property of the event against a property of the profile, is there?


Byrne C
Community Manager
Forum|alt.badge.img+10
  • Community Manager
  • 75 replies
  • February 12, 2025

@a22 

Thanks for clarifying your question! Now that I have a better picture of your goal, I can say that I don’t believe it’s possible to create a flow that does what you’re describing.

If a single user can have multiple accounts on your website, and those accounts share the same email address, then all of those accounts will send data to the same profile within Klaviyo. There isn’t a way to add splits/additional filters to flows that check if a piece of event data in a new event (Like an account ID in “Reactivated Account”) matches that piece of event data in the trigger. The same goes for checking to see if a profile property value matches what’s in the event data.

I apologize for this limitation. Let me know if I can help out with anything else.

-Byrne