Active on Site & Viewed Product Not Triggering

Hi ​@castib.angie, welcome to the community!

For most people, you don’t need to add the script manually.  Unless there is a specific reason, I now recommend the built in method for most users.

Just a few things to check:

1. In your Klaviyo Integration → Shopify Settings, did you enable this:

2. 

   In your Shopify Theme (of your current Live Theme) settings → App Embeds, did you toggle this on? 

   

    

Also, like mentioned in the thread you referenced, only identified Klaviyo subscribers will have this metric.  Meaning, any anonymous (or unknown users), this metric will not fire as obviously Klaviyo doesn’t know who they are. 

Klaviyo identifies users based on these scenarios:

• If someone has, at some point, clicked through a Klaviyo email or SMS to your website.
• If someone has, at some point, subscribed/opted-in through a Klaviyo form.
• If someone has, submitted a Klaviyo form through a certain action.
• If someone has reached the success step of a form, or reached the final reachable step for tap-to-text (Subscribe via SMS) forms.
• Or any other way that you may have done identified a user via the API.

Try enabling/disabling the App Embed if you switched or updated Themes and give it a bit of time for your users who have been identified to “View Products” or return to your site.  I would recommend checking back after you have sent a campaign that had a large audience size. Let us know if that worked or not!

Hey ​@retention 

Thanks for answering! Already have all the settings you specified.

I tried to trigger the event multiple times after identifying myself (signing up to the newsletter, the app I’m using for the signup form is SmashPops) and using “https://mystore.com/?utm_email=myemail”, but that didn’t work either. I’ve also tried enabling/disabling the app embed.

Why would it be best to check after sending a campaign with a large audience?