Klaviyo Flow Not Triggering for Landline SMS Unsubscribes

Question

I’d like to describe an issue I’m having with the “Unsubscribed from Text Messaging” metric.

I noticed that when a landline number is automatically unsubscribed, the flow is not triggered at all. However, in Preview mode, the profile appears as if it has been added to the flow, but the flow itself never actually triggers.

Some notes:

The flow status is Active.
The profile appears in Preview mode as eligible for the flow.
However, no flow execution is triggered for the landline unsubscribe.

does Flow event exclude method: landline_phone_number ?

Meghan F. · Accepted Answer

Feedback from our team on this:To confirm, when Klaviyo detects that a phone number is a landline, our system will automatically remove SMS consent. This is expected behavior, and is designed to prevent you from wasting SMS sends to a number that isn't able to receive them.I reviewed our backend logs, and can confirm that the test profile did enter the flow, but the webhook failed. Klaviyo did attempt to execute the webhook, but the destination endpoint failed repeatedly during the retry period, so the action ended in WEBHOOK_FAILING_TOO_MUCH.It seems that this particular response may be why the failure wasn't recorded in the webhook activity.While backend flow logs do exist, I am happy to pass on your feedback for additional documentation or logs to be available for flow triggering. I do think this would be useful for many customers.

Meghan F. · Answer

Hi Ali,Thank you for outling these details! Flows would not automatically exclude themethod: landline_phone_number, this would need to explicitly be indicated.In order for us to best address this, we will need to include these details in a ticket with our support team. I will follow up with you directly to obtain your account details to create that ticket!

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