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Triple (!?) Opt-in with Magento?

  • 17 February 2023
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Hi all, we’re testing the newsletter subscription with Magento, and we’ve come across a strange behavior:

When we configured the Klaviyo extension to send the opt-in email from Klaviyo, but we also have the standard Magento opt-in confirmation email being sent, we come to this strange situation that a logged in customer has to first confirm subscription in the email from Magento, and only then Klaviyo will send it’s own confirmation email.

When we disable the standard Magento opt-in, Magento will show the user as subscribed as soon as he/she saves the changes, not waiting for the Klaviyo email to arrive..

This seems quite inconsistent.

Is this the intended behavior or did we get something wrong?

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Best answer by Ashley I. 17 February 2023, 18:11

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Hi @slawo,

Welcome to the Community! Thank you for your question about Klaviyo’s Magento integration.  

First, to confirm the recommended setup of the integration:

When we disable the standard Magento opt-in, Magento will show the user as subscribed as soon as he/she saves the changes, not waiting for the Klaviyo email to arrive..

After connecting your Klaviyo account to your Magento store, Klaviyo should override the default Magento configurations, and you can use Klaviyo as the source of truth for a subscribers opt-in status. That is to say, even if a customer is marked as “Subscribed” in your Magento backend, this will not impact their true opt-in status in Klaviyo if you are only sending emails through that platform, and not from your website’s backend. 

First, please confirm that your subscribers are being properly recorded in Klaviyo, and are receiving the double opt-in notification from Klaviyo successfully. You will also need to go into your Magento 2 integration settings you have selected the option to subscribe new customers to Klaviyo:

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You can then select the list users can be added to in Klaviyo. As your list has double opt-in enabled, the user will first need to confirm the opt-in message in order to be added to your list. You can also find some more information on this in this Help Center article: Understanding the Double Opt-In Process

It is possible that someone who has not completed double opt-in will still have a profile created for them in your Klaviyo account. If someone subscribes to a list via a Klaviyo signup form on your ecommerce site and the list is set to double opt-in, but fails to confirm this in the double opt-in message, Klaviyo creates a blank profile for this individual. That means that this contact is not added to a list and has no further information or activity listed on their profile other than the form’s general properties (such as first name, last name, email address, and phone number).

This is the correct functionality for this feature. 

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Hope this helps! 

-- Ashley Ismailovski

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