Hello, I got a problem that some people are not receiving the discount mail (first mail in welcome serie).
They are not from Germany/DE I checked this. After signing up they should immediately receive this email.
We use single optin.
As you can see events below, they are subscribed but no mail is being send. How can I make sure everything is getting this email, because now some people are contacting support about this and its not good for conversions offcourse.
Best answer by In the Inbox
Hi
Can you check the Viewed Messages under a few of the recent contacts who have signed up for the list and see if there are any indicators for why the message was skipped? Go to the contacts who have signed up, click on their profile, and on the first page click on the “Viewed Messages” button.
Then toggle it to Skipped Messages (for example):
This might help see why someone was added to the list, but not sent a specific message. I would look at the Status Column and the Failed Filter column for insights.
This might not result in anything, but its worth checking as a next steps to continue troubleshooting.
Feel free to let us know what you find and we can go from there!
Best,
+36Hey
From your screenshot I see that profiles are coming to klaviyo from the form they submit on your website.
Can you make sure that the form is connected to your list that is triggering this flow? click on the button that submits/ subscribes them to your list as shown below
I hope this helps and thank you for sharing your question here in the community.
Cheers
Arpit
Hello, thanks for your response. Yes, I check all of them (mobile/desktop & on page) they all show same list to submit. It almost always works so that makes it a bit weird. But yes, look like all forms are connected to the correct list that is triggering this flow.
Any other ideas?
+36Hey
I would suggest you talk to support here - https://www.klaviyo.com/support - they would be able to further investigate this by accessing your account.
Cheers
Arpit
+31Hi
Can you check the Viewed Messages under a few of the recent contacts who have signed up for the list and see if there are any indicators for why the message was skipped? Go to the contacts who have signed up, click on their profile, and on the first page click on the “Viewed Messages” button.
Then toggle it to Skipped Messages (for example):
This might help see why someone was added to the list, but not sent a specific message. I would look at the Status Column and the Failed Filter column for insights.
This might not result in anything, but its worth checking as a next steps to continue troubleshooting.
Feel free to let us know what you find and we can go from there!
Best,
Hello,
Thank you, this helps, it was skipped because of failed filter:
→ Has Added to Cart zero times since starting this flow
But that's kinda weird because I want the first mail with discount to be send immediately after signing up. So it should be always send.
Later if they add something to the cart the other mails of this flow could be skipped because we have abandoned cart mails for this.
How can we fix this? Because after signing up its impossible they already added something to the cart within 10ms :)
+31Hi
Glad you were able to uncover some insight as to what might be happening with your messages not sending. That is strange to see the Added to Cart is causing the email to be suppressed. I suppose it is possible depending on your site and where users are signing up, that they could be seeing and adding products to their cart fairly quickly, but I would have expected to see that event fire in the activity log for the user you shared earlier in the thread.
That said, if you want everyone to receive the first email of the series and only suppress messages later in the flow if they have added something to your cart, instead of using a flow filter, you can add a filter at the message level to suppress them from receiving that specific message of the welcome flow.
Give that a shot and hopefully its a reasonable workaround.
Thanks,
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