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Keeping Welcome Flow Email & SMS in 1 Flow

  • July 16, 2025
  • 5 replies
  • 49 views
K
Contributor I
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  • kkmcd
  • Contributor I
  • 2 replies

Hi! 

We currently have our welcome flow as two different flows (one for email and one for SMS). We are considering making it one Flow to improve the customer journey, clean up our reporting, and number of flows...

The split flows, specifically the SMS flow we have set up, have been great since they allow existing email subscribers to go through the SMS ‘welcome’ flow at a later point (if they have not purchased it already).

Since the welcome flow is supposed to serve as a ‘one-time’ flow if we combine the flows - customers who provide us an email and not sms at that time, but later sign up for SMS, they would not get an SMS welcome flow.  Is there a way to set up the welcome flow with different triggers or conditional splits to get those email subscribers, no SMS, into the welcome flow without creating a SMS only flow??? 

Best answer by zacfromson

Hi ​@kkmcd - At this time, Klaviyo does not support a single flow with multiple starting triggers, so you cannot start a flow with either an email or SMS subscription trigger. You have to choose one.

That said, you can keep email and SMS in the same welcome flow by using a workaround:
    •    Trigger the flow with the email subscription.
    •    Use a conditional split to check if the person is also subscribed to SMS ($consent.sms = true).
    •    If they are, send SMS messages in that branch of the flow.
    •    If they’re not, continue the email-only path, or even add a prompt encouraging SMS opt-in.

If someone signs up via email only, they won’t receive SMS until they later subscribe and pass through a new trigger (or enter another flow).

So in short: yes, you can technically house both email and SMS in the same flow, but you must trigger it from only one entry point (typically email), and use conditional logic to deliver SMS only to those who are already subscribed.

    5 replies

    rqcha
    Expert Problem Solver I
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    • rqcha
    • 2025 Champion
    • 41 replies
    • July 16, 2025

    Hi ​@kkmcd! Thanks for posting! This is a great question – I believe because a flow can only have one initial trigger to begin the flow unfortunately you cannot merge the two flows into one. I know that Klaviyo is currently working on omnichannel marketing for campaigns but I will definitely look into if they’re planning omnichannel marketing for flows as this would solve your problem! 

    Sorry I don’t have a better answer! If anyone else has a workaround I would love to hear about it.

    Raquel Caticha 🌱 Marketing elf with design opinions at Hazel Village 🌰
    K
    Contributor I
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    • kkmcd
    • Author
    • Contributor I
    • 2 replies
    • July 16, 2025

    I am more so wondering how email subscribers can stay in the welcome flow until they sign up for SMS?

    zacfromson
    Expert Problem Solver III
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    • zacfromson
    • 2025 Champion
    • 82 replies
    • Answer
    • July 17, 2025

    Hi ​@kkmcd - At this time, Klaviyo does not support a single flow with multiple starting triggers, so you cannot start a flow with either an email or SMS subscription trigger. You have to choose one.

    That said, you can keep email and SMS in the same welcome flow by using a workaround:
        •    Trigger the flow with the email subscription.
        •    Use a conditional split to check if the person is also subscribed to SMS ($consent.sms = true).
        •    If they are, send SMS messages in that branch of the flow.
        •    If they’re not, continue the email-only path, or even add a prompt encouraging SMS opt-in.

    If someone signs up via email only, they won’t receive SMS until they later subscribe and pass through a new trigger (or enter another flow).

    So in short: yes, you can technically house both email and SMS in the same flow, but you must trigger it from only one entry point (typically email), and use conditional logic to deliver SMS only to those who are already subscribed.

    Zac Fromson | Co Founder @ Lilo Social - a full-funnel ecommerce growth agency | lilosocial.com | 2025 Klaviyo Champion
    StefanUE
    Expert Problem Solver III
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    • StefanUE
    • Champion & Partner
    • 100 replies
    • July 17, 2025

    ​@kkmcd just to add to what Raquel and Zac mentioned here (they are both right in saying that, basically, you can’t do what you wanted to do):

    Your main query doesn’t seem to be as much about keeping email and SMS subscribers in the same flow and potentially triggering SMS and email at different times depending on subscription (which we’ve established that you can’t do, sadly), but about keeping your reporting clean, flow volume under control and your customer journey as tight as possible.

    Using the Klaviyo Analytics dashboard, or even the Advanced KDP, you should be able to get real-time reports on any general, or individual flow metrics, in a super-clean, highly customizable way. 

    Controlling your flow volume (i.e. how many flow emails you’re sending per service month) is as easy as keeping only the highest converting messages in each flow live. In my organization, all sequences start with a default 3-message length and additional messages are added only if the 3rd message in a sequence converts above 1% Placed Orders. The length beyond the 3rd message is determined by that 1% threshold.

    Tightening up your customer journey is actually a great use case for creating a Figma or a Miro mind map, where you will need an X-axis timeline (with T-0 being the moment of subscription) and a Y-axis level of intent (with T-0 being the homepage landing moment). From there you can fine tune how many messages are sent from how many different sequences at any point in time. 

    Hopefully this adds a bit more value to what you’ve already received from Zac and Raquel!

    Get in touch at https://www.linkedin.com/in/stefan-milicevic-706331137/
    rqcha
    Expert Problem Solver I
    Forum|alt.badge.img+8
    • rqcha
    • 2025 Champion
    • 41 replies
    • July 17, 2025

    ​@kkmcd Oh I see! I think the only way you could do that is to put a time delay and then do a conditional split for whether or not they are subscribed to SMS, but that would not send out any messages immediately after they subscribe to SMS. 

    Raquel Caticha 🌱 Marketing elf with design opinions at Hazel Village 🌰


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