Ask the architects: solutions to your toughest tech questions

User Roles/Permissions to Resend Emails

I need my customer service team to be able to resend emails to my customers, usually order confirmation emails and other similar transactional emails. I don’t see a way to give permissions to my customer service representatives to allow them to resend an email without giving them greater permissions that I don’t feel comfortable with, such as editing flows or creating campaigns. Any chance a resend message permission could be provided to the Support user role?

Transaction Emails not Sending

Another issue I have struggled with is Klaviyo not sending Transactional Emails to customers that at one point marked an email as Spam. I understand the importance of not being able to send emails to customer’s that have marked an email as Spam both from the customer’s point of view and not wanting to receive spam emails and from a business’s perspective of protecting sender reputation; however, I think there is a case for allowing emails that Klaviyo approved a Transactional Emails to be sent regardless of the profile. Isn’t the essence of a transactional email something important and triggered by the customer? We have some customer’s looking for their order confirmation or subscription rebill emails and asking us to send them again, but we have no way of doing so through Klaviyo even on emails that Klaviyo approved as transactional. Do you have any suggestions for what to do in these cases? Our customer demographic skews older at around 70+, so they are not the most computer savvy cohort.

Any help would be greatly appreciated!

It would be nice to have an API for vTiger CRM.

​@spineman for platforms that don’t have a developed integration, our API integration guides give a great overview. It looks like vTiger offers webhooks, so you could send those to Klaviyo to create a new event. Depending on the webhook payload, it may need to be modified to meet our requirements. This can be done many ways, including Zapier, make.com, or middleware on napkin.io, AWS or Google Cloud Platform.

​@ChocolateBabka we don’t currently have plans on adding or adjusting additional roles, but this is great feedback. If you are looking for a more technical solution for resending emails, one option you have is resending the event to Klaviyo under a different name, such as “order confirmation - email resend”. You could then use this event to trigger an email resend Flow. You’d have to develop functionality for your support team to input information about the customer like their email address, but if you could resend the event it could be used to trigger a Flow with an identical email template. We recommend using a different metric name so that your placed order attribution, etc isn’t effected by this Flow.

As for transactional emails going to spam, it is possible for this to happen but we do have measures in place to ensure that transactional messages land in the inbox. Questions on deliverability usually fall on our Deliverability & Compliance team rather than the Solution Architect team. I recommend reaching out to our support team with this question and asking for the support ticket to be routed to the Deliverability & Compliance Specialists. They can provide more information! You can use this guide to contact support: https://help.klaviyo.com/hc/en-us/articles/115001002272

We pull customer lists from Netsuite and upload them into Klaviyo. It would solve a lot of problems for us if Klaviyo added an option to honor a profiles subscriptions status, while subscribing new profiles when creating or updating a list. Without this feature, what would be my best option to achieve this same outcome right now?

​@andreaj Are you asking how you can backfill profiles with their subscription status?
If so, you can use this endpoint: https://developers.klaviyo.com/en/reference/bulk_subscribe_profiles
“This endpoint now supports a historical_import flag. If this flag is set true, profiles being subscribed will bypass double opt-in emails and be subscribed immediately. They will also bypass any associated "Added to list" flows. This is useful for importing historical data where you have already collected consent. If historical_import is set to true, the consented_at field is required and must be in the past.”

What is the best practice to collect multi language profiles for a list (multi language) to use smart translations?

Currently I can configure only one double opt-in page/confirmation emails per list and no translations are possible. So how can I collect profiles of customers with different languages and use pages/emails with the correct language?

Support told me, that the smart translation feature is rather new and not supported in all features of Klaviyo. So if I want to collect profiles with different languages, I should use different lists to properly translate the confirmation emails/pages.

Isn’t that a chicken-egg problem? If I have all profiles in different lists, then the smart translation feature is kind of “useless”. For smart translations I would expect to have all profiles in one list...

Do I miss something here? I am a new Klaviyo user, moving over from Shopify Mail. Thanks for the help :)

Hi,

Is there any way to organize profiles more effectively? 

• I would like to search by location in order to group and send an email to just those clients.

• I would like to be able to manual change/update a profiles location
• Can I edit/ add information to a profile without having to delete and start over?
• Can I update “subscribed” without having to delete and make a new profile.

Thanks!

Hi ​@Occipital -

I would like to search by location in order to group and send an email to just those clients.

Yes - you can create a location-based segment and use this for a campaign.

I would like to be able to manual change/update a profiles location

While this isn’t currently available in the UI at the profile level, you can manually change a profile’s location with an API call, .csv import or SFTP profile update.

1. API call - the quickest way to do this is with our Postman collection, and making a call to the Create or Update Profile endpoint. You can set the location properties in the body of that call. You’d need to create and use a Private API Key for this.
2. .csv import - import a CSV file with the new location data, and map the columns accordingly.
3. SFTP Profile Update - Configure SFTP import, and then import a property formatted Profile file with the new location information.

I think #1 is probably the easiest for a single profile update.

Can I edit/ add information to a profile without having to delete and start over?

Yes - you can add a custom profile property in the UI. You can also click on an existing one and edit it.

Can I update “subscribed” without having to delete and make a new profile.

You can do this by “Quick Adding” the email address to a list and consenting them to marketing. Just make sure this reflects the user’s marketing consent, for example if you are manually updating it from another provider.

​@ArmagnacDE Hello! It is true that Smart Translation is a new feature and is still evolving. We do have plans to expand and improve upon it.

Right now, if you are a brand that serves multiple different languages, we recommend separating your profiles so that each major language is associated with its own distinct list. Once you separate your profiles into language-specific Lists, you can create consent/manage preference pages for each of those Lists in the appropriate language. This article will show you how to translate consent pages for your different Lists: https://help.klaviyo.com/hc/en-us/articles/360049498631#01H8PPQZ5HTP0WC1BT4G9NP7C1