I just created a flow. I also created the corresponding segment. The idea is that all our customers who last ordered from us 180 days ago receive a coupon, and if they still haven’t ordered after 30 days, we send a reminder. I set this up as a flow. However, I only just realized that only customers who are newly added to the segment will receive the email. Now I’ve read that I should create a campaign. How exactly do I set this up? I want only the customers who haven’t received the flow yet to get the email (from the existing segment). I’ve already asked AI, but I’m not getting anywhere. Can anyone help me with this? 🙂
Best answer by retention
@Lee Kocher - Welcome to the community!
If you just created the Segment, and then created the Flow, it doesn’t automatically add everyone from the Segment to the Flow because by definition, the Flow was created after the Segment already processed (and at the time the Segment Processed, the Flow didn’t exist).
And, as the documentation says, any updates to an existing Segment will only pick up new people that enters the Segment next. My best guess is that this prevents people from entering Flow accidentally as you adjust the definition of the Segment (you wouldn’t want it to keep triggers emails as you adjust the Segment)
When I manually update a segment, will new added members get scheduled for flows triggered by the segment?
No. When a flow is triggered by a segment, only those that get added to the segment organically based on behavior and activity will automatically get scheduled for connected flows. When you create, edit or update a segment, new populated members will not get scheduled.
However, Klaviyo let’s you “re-enter” folks into the Flow using the “Add Back Profiles” - it’s sort of tucked into the corner of the interface here:
You can then add people to the Flow by selecting the first option:
You’re very close here, the missing piece is how Klaviyo handles who gets enrolled when a flow is first activated.
A flow triggered by a segment will only send to people who enter that segment while the flow is active by default. That’s why you’re seeing only “new” people going through.
If you want existing segment members to receive it, here’s the correct way to handle it:
The right setup
Keep your segment exactly as it is Your “last ordered 180 days ago” logic is solid.
Use the segment as the flow trigger So: Segment → Flow
When you turn the flow on, make sure you enable back-population Klaviyo will then ask if you want to include people who already match the segment. You need to explicitly choose to include them (this is the step most people miss).
That’s what enrolls your existing audience.
Important nuance (this is where most people go wrong)
Once someone is enrolled in the flow, Klaviyo tracks them individually. So:
They won’t re-enter unless they leave and re-qualify again
Your reminder step works naturally inside the flow (no campaign needed)
One extra best practice
If this is a winback flow, I’d strongly consider using:
“Placed Order zero times since starting this flow”
This prevents edge cases where someone already converted but still gets later steps.
Simple mental model
Segment = who qualifies right now
Flow = what happens next
Back-population = include people who already qualified before you turned it on
That’s the piece you were missing.
Once you enable that, your existing segment will go through exactly as intended.
If you just created the Segment, and then created the Flow, it doesn’t automatically add everyone from the Segment to the Flow because by definition, the Flow was created after the Segment already processed (and at the time the Segment Processed, the Flow didn’t exist).
And, as the documentation says, any updates to an existing Segment will only pick up new people that enters the Segment next. My best guess is that this prevents people from entering Flow accidentally as you adjust the definition of the Segment (you wouldn’t want it to keep triggers emails as you adjust the Segment)
When I manually update a segment, will new added members get scheduled for flows triggered by the segment?
No. When a flow is triggered by a segment, only those that get added to the segment organically based on behavior and activity will automatically get scheduled for connected flows. When you create, edit or update a segment, new populated members will not get scheduled.
However, Klaviyo let’s you “re-enter” folks into the Flow using the “Add Back Profiles” - it’s sort of tucked into the corner of the interface here:
You can then add people to the Flow by selecting the first option:
Since you can’t add past profiles to flows with dynamic coupons in them, I recommend removing the coupons from the flow, and then adding a short time delay right under the flow trigger. The time delay should be 5-10 minutes, enough time to re-add the coupons that you removed from the email/sms templates in the flow. Add past profiles, and then add the coupons back.
Doing this will allow you to add past profiles to a flow while also ensuring they receive the coupons you were trying to send them.
