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I have a flow that sends an email to profiles after their first purchase. The flow is showing the profiles as having passed the conditional criteria, but the subsequent email is never sent.

Here is what I have checked so far based on my reading of the forums and help docs:

  • Smart Sending is turned off for this email
  • All of the four profiles that passed through the Yes have double opted in to email communication
  • Other emails in other flows are sending successfully
  • I have not exceeded my monthly email or profile limits
  • The details for the email show no profiles skipped

 

I would love some guidance on:

  1. Am I missing something re. how to troubleshoot this problem and solve it on my own?
  2. An actual solution to my issue

Thanks in advance for your insight. I very much appreciate the help.

 

 

Hi ​@gormacasap,

Thank you for your question in the Klaviyo Community. 

Hmm - you’ve checked a lot of the steps I would normally go for troubleshooting, especially smart sending.

What are the Flow Triggers and filters to start this flow? Could there be a Trigger Filter flowing people out here? 

Thanks
David

Hi ​@gormacasap ! 

Thank you for reaching out to the Community - can you confirm whether your flow emails were live at the time that these profiles entered your flow? If the flow emails in the Yes path of your flow were not live at the time these profiles went through the conditional splits, then they would have skipped that step and not received the email.

One suggestion would be to place a test order on your site so that you enter this flow, and then we can confirm if the flow is working as expected now that all of the emails are live! 

Hello ​@gormacasap ,

It seems you've already done a thorough job of troubleshooting your flow. Since the profiles have passed the conditional criteria and other flows are sending emails successfully, the issue might lie within the specific flow configuration or the email settings. Here's what you can further verify:

  1. Flow Trigger and Filters: Double-check the flow trigger and any filters to ensure they align with the expected conditions for sending the email after the first purchase. A mismatch here could prevent the email from being sent.

  2. Email Configuration: Confirm that the email is properly linked within the flow and that it is set to active. Sometimes, an inactive email or a misconfigured delay timer can cause issues.

  3. Profile Activity Logs: Check the activity logs for the affected profiles in Klaviyo. This can provide insights into why the email wasn't sent even though they passed through the "Yes" branch.

  4. Error Messages or Warnings: Look for any error messages or warnings associated with the flow or email. These could highlight specific issues preventing the email from being delivered.

If none of these steps resolve the issue, it might require more in-depth troubleshooting within your Klaviyo account or technical adjustments to the flow. Feel free to reach out if you'd like assistance with the setup or further investigation.

I think the problem is probably that the email was not live when the rest of the flow went live. Thank you all for your help and advice!

Glad you got this one sorted ​@gormacasap!

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