SMS flow not triggering for existing customers

1. Create a Separate SMS Signup List

• Separate Flow: Instead of merging SMS consent with existing email profiles, create a separate list or segment for SMS subscribers. This way, you can specifically target customers who have opted in for SMS.
• Use a Different Form: Consider using a different signup form or popup specifically for SMS, which can help differentiate between email and SMS consent.

2. Modify the Signup Form

• Custom Fields: Add a custom field to your existing signup form to collect SMS consent explicitly. This could be a checkbox that customers can select to opt into SMS marketing.
• Automate Follow-up: If a customer submits the form with their phone number, set up an automation to send them a follow-up SMS with the discount code.

3. Segment Existing Customers

• Create a Segment: Identify existing customers who haven't opted in for SMS. You can create a segment for these profiles and target them with a specific campaign encouraging them to opt in for SMS notifications, perhaps offering the same 10% discount as an incentive.

4. Use a Custom Flow

• Manual Trigger: Consider creating a custom flow that triggers when a customer inputs their phone number, regardless of their email status. You might need to set specific conditions to allow the flow to run if the phone number field is updated.

5. Promote SMS Consent in Communications

• Email Campaigns: Use your email campaigns to encourage existing subscribers to opt into SMS. Highlight the benefits, such as exclusive discounts or early access to sales.
• Incentivize Sign-ups: Make it clear that they will receive the 10% discount when they provide their phone number.

6. Test and Optimize

• A/B Testing: Experiment with different messages and calls-to-action to see what resonates best with your customers and drives them to opt in for SMS.

It sounds like you're encountering a common challenge with Klaviyo's SMS flows and profile merging. Here are some potential workarounds and solutions to help address this issue:

1. Create a Unique Flow for Existing Customers

You can create a separate flow specifically for existing email subscribers. When they enter their phone number, you can trigger a different action:

• Custom Field: Use a custom field to track SMS consent. If a customer is already in your database and enters their phone number, check this field to trigger the discount code email or SMS manually.

2. Use a Different Signup Form

Consider creating a separate signup form for SMS subscriptions that is not directly linked to email profiles. This way, when customers enter their phone number, it will treat them as new for SMS purposes:

• Hidden Fields: If you're using a custom form, you could add a hidden field that captures whether they're an existing customer, and use that information in your flow logic.

3. Incentivize Opt-In via Email Campaigns

Send out an email campaign encouraging existing subscribers to opt in for SMS notifications. You can include a link to a dedicated landing page where they can enter their phone number for the discount:

• Dedicated Landing Page: Create a page that clearly explains the benefits of opting in for SMS and provides the discount code upon submission.

4. Use Tags to Manage Profiles

Utilize tags or custom properties in Klaviyo to manage customer profiles better. If a customer opts in for SMS, tag them accordingly, and then use this tag to trigger the flow:

• Tagging Existing Customers: When existing customers enter their phone number, tag them to indicate they’ve opted in for SMS. This way, you can create a flow that specifically targets tagged customers.

5. Set Up Manual Overrides

As a temporary solution, consider setting up a process where customer service representatives can manually send discount codes to existing customers who encounter issues. This can help alleviate immediate concerns while you implement a more automated solution.

6. Feedback to Klaviyo

Since this behavior seems to be causing issues, consider providing feedback to Klaviyo regarding the profile merging and SMS flow triggering. If they hear from more users about this concern, they may consider adjustments in future updates.

Here are some additional strategies to address the issue of SMS consent for existing email subscribers in Klaviyo:

1. Segmented Flows

Create segmented flows based on customer status:

• New vs. Existing Customers: Set up separate flows where new customers receive the SMS discount automatically, while existing customers get a tailored message thanking them for their loyalty and offering them a special deal to opt into SMS.

2. Utilize a Consent Checkbox

Add a checkbox to your existing email signup forms where customers can opt into SMS marketing:

• Clear Messaging: Make it clear that opting in will grant them a discount. This can help capture consent without merging profiles.

3. Manual Entry Process

For existing customers who enter their phone numbers, establish a manual process where your team can quickly add them to a specific SMS list:

• Dedicated List: Create a specific SMS list in Klaviyo for these customers. When they opt in, your team can add them to this list, triggering the discount flow.

4. Dedicated Opt-In Campaign

Run a campaign specifically aimed at encouraging existing email subscribers to opt in for SMS updates:

• Special Promotions: Offer an exclusive promotion or early access to sales for those who provide their phone numbers, creating a compelling reason for them to opt in.

5. Dynamic Content in Emails

Use dynamic content in your emails to target existing customers who have not yet opted into SMS:

• Personalized Message: Include a call-to-action in your emails encouraging them to provide their phone number for SMS updates and the associated discount.

6. Feedback Loop

Encourage customers to reach out if they do not receive their SMS discount. This feedback can help identify gaps in your process and improve customer satisfaction:

• Customer Support: Ensure your support team is aware of the process so they can assist customers effectively.

7. Klaviyo’s Support and Community

Continue to engage with Klaviyo support for potential feature enhancements. You can also check the Klaviyo community forums to see if others have found effective workarounds.