Topics started by wei.he

19 Topics

wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

What are Klaviyo’s SPF and DKIM records?F.A.Q.

Klaviyo automatically applies the necessary SPF (sender policy framework) and DKIM (DomainKeys Identified Mail)records when you have a dedicated sending domain set up for your account. When the CNAME records are added to your DNS, a subdomain is created and delegated over to Klaviyo to control and make use of. At this point, Klaviyo automatically adds the necessary SPF/DKIM records to set your account up to send emails using your own dedicated domain. On your end, you only need to add the prescribed CNAMEs; no records are required.For additional resources, you can learn How to Set up a Dedicated Sending Domain in this article.

2413723
kaila.lawrence
Community Manager
3 months ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

I have a very old list that I have not sent to in a while. How can I start sending to it again?F.A.Q.

Before sending to an old list, ask yourself Why?. What is the goal of sending to this list again and why are you doing it now? Oftentimes, emails that have not engaged for over a year are considered unengaged/invalid, and sending to them can put your deliverability at risk. If you decide that it is in your business’s best interest to send to these contacts again, here are some tips to help you get the most out of this list:  Start slow. As these contacts are old and have not engaged with your brand in quite a while, there is no rush to contact them all at the same time. Break your list down into smaller lists and gradually send to them over time. Don’t put them back into your regularly scheduled campaign sends where you send to those who are already engaged with your brand. This old list of contacts has not heard from you in quite some time and might’ve forgotten about your brand. The content you send to this old list should re-introduce your brand and try to grab the subscribers att

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Omar
Partner - Platinum
1 year ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Can the same dedicated sending domain be shared amongst other Klaviyo accounts? Does the new account need to warm up the domain again?F.A.Q.

Can the same dedicated sending domain be shared amongst other Klaviyo accounts? Yes, the same dedicated sending domain can be shared amongst other Klaviyo accounts. Does the new account need to warm up the domain again? If the domain is already warmed up by a different Klaviyo account, the new Klaviyo account does not need to warm up the sending domain again. However, it’s important to be cognizant of the performance of all Klaviyo accounts that are using the same sending domain, as it will affect the sender reputation of that one domain.

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David To
Klaviyo Employee
1 year ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Why are my open rates so low?F.A.Q.

There are many factors that can cause low open rates. The first thing to check is whether you are following deliverability best practices, as your open rates directly correlate to your sending practices. You can check out the following Community post to learn more about email deliverability best practices: Email Deliverability Best Practices. In addition, you can also check out this help guide on how to address low open rates: How to Increase Campaign Open Rates and How to Increase Flow Open Rates. If you are already following deliverability best practices and still getting low open rates, go through the following checklist to help you pinpoint the reason why your open rates are low: 1. Check the advanced reports of campaigns and flows to see if the account is having issues with any particular domain. If there is an obvious issue with a specific domain, cut down the sending volume to that domain for some time to improve open rates. Here is a guide on how to improve your sender reputati

15753
L
Contributor I
1 year ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Is there a way to know where an email lands (i.e., general inbox, spam/junk, or tabbed inbox) after it's sent?F.A.Q.

When an email is delivered to the recipient, it is up to the inbox provider (e.g., Gmail, Outlook, etc.) to determine where the email is placed. Email service providers, including Klaviyo, do not receive any feedback on where the email was placed. However, reviewing your open rates allows you to get a sense of where your emails landed. If you are seeing low open rates, that indicates that the email was placed in an inbox that has low visibility (e.g., spam/junk). 

6873
retention
Partner - Platinum
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

I am seeing an elevated number of bounces for the first time after setting up a dedicated sending domain, what happened?F.A.Q.

When you first set up a dedicated sending domain, the first thing you should do is warm up your new sending domain. Neglecting to do so can result in high bounce rates. Since you are on a new sending domain, inbox providers are keeping a very close eye on the domain to make sure you are a good sender. If you set up a dedicated sending domain and decide to batch and blast (send to your whole list at once), inbox providers will see this as a red flag and bounce the majority of the emails that are being sent to their server. This could also happen even if you sent to an engaged segment with a high recipient count. When you first set up a dedicated sending domain, we would suggest following this guide: Guide to Warming Your Sending Infrastructure to ensure that you properly warm up your new sending domain. 

3172
A
Problem Solver II
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

How long does it take to warm up a dedicated sending domain?F.A.Q.

The time it takes to warm up a dedicated sending domain varies for each sender. Depending your list size, it can take up to 30 days to fully warm your dedicated sending domain. When you first set up a dedicated sending domain, it is recommended that you just have the high engagement flows (welcome series, abandoned cart, and browse abandonment) running for a few days. Once you are ready to send your first campaign, make sure you send to a highly engaged segment and aim for 30% in open rates. Afterwards, the subsequent sends should strive for 20%+ open rates.  For additional resources on how to warm up your sending domain, you can check out the Guide to Warming Your Sending Infrastructure article.

185210
Dov
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

I recently acquired a list from a third party — can I send to this list in Klaviyo?F.A.Q.

Sending to a list of contacts who have never consented to receive emails from your brand is never recommended. When you acquire a list through a third-party, you are not acquiring each individual email address owner’s consent. Sending to a list that was acquired from a third-party will result in elevated bounces, unsubscribes, and spam complaint rates.  Lastly, sending to a list that is acquired from a third party violates Klaviyo’s Acceptable Use Policy. 

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wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

What is Klaviyo's Acceptable Use Policy, and what is not allowed on Klaviyo?F.A.Q.

If you are interested in learning more about what is not permitted on Klaviyo, check out our Acceptable Use Policy. The Acceptable Use Policy will apply to both our email and SMS services. However, there is additional prohibited content for SMS. Learn more about prohibited SMS content. 

3830
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Why am I getting high bounces, spam complaints, and unsubscribe rates from a list I collected through a giveaway?F.A.Q.

When given the opportunity to win something for free by entering an email, people will take advantage of this opportunity as there is nothing to lose for them. However, as an email marketer, you are at risk of collecting emails that are either invalid or are not engaged with your brand. When sending to this list, there is a likelihood that you see lower than normal performance. To help minimize your bounce, spam, and unsubscribe rates, we recommend turning double opt-in on if it is not already. This will help you obtain a cleaner list through your giveaway promotion.Along with using double opt-in, the first campaign sent to this new list should remind the recipient of how their email was collected in the first place. This would help mitigate the likelihood of recipients marking your email as spam.

3580
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

I set up a dedicated sending domain before, but I notice that my emails are not sending from that domain. Why's that?F.A.Q.

After you’ve added in the CNAME records in your Klaviyo account settings, there are two more steps to the process of creating a dedicated sending domain. Once you’ve added your CNAME records, click on the “Continue to Verify” button to allow Klaviyo to confirm whether the CNAME records are present or not. If all the records are present, you will see the “Continue to Verify” button change to “Apply Domain”. Click “Apply Domain” and confirm that you would like to move forward to apply the dedicated sending domain. If you only verified the domain and did not apply it, you will continue to send on Klaviyo’s shared sending domain.  Another reason why you may see that your emails are no longer sent on your dedicated sending domain is due to your domain’s DNS. Make sure that the Klaviyo CNAME records are still present within your domain’s DNS. If they are no longer there, Klaviyo cannot make use of the dedicated sending domain. Also, outages can happen with DNS. During a DNS outage, the CNAME

5790
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

What is DMARC and can I set this up on Klaviyo?F.A.Q.

DMARC stands for “Domain-based Message Authentication, Reporting & Conformance” and it is a policy designed to give domain owners the ability to protect their domain from unauthorized use, commonly known as email spoofing. A DMARC policy allows a sender to indicate that their messages are protected by SPF and/or DKIM, and tells an inbox provider the actions to take if either of those authentication methods do not pass.  Inbox providers could either place the emails in the junk folders, block the message outright, or let the emails pass as normal depending on the policy in place. DMARC removes guesswork about the receiver’s handling of these failed messages, while limiting or eliminating the domain owner’s exposure to potentially fraudulent and harmful messages. DMARC also provides a way for email recipients to report back to the domain owner about messages that pass and/or fail DMARC evaluation.  If you have a DMARC policy in place on your domain, please make sure you are on a dedi

118770
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Will adding in Klaviyo’s CNAME and TXT record impact sending on other ESP platforms?F.A.Q.

Adding Klaviyo’s CNAME and TXT record will not impact sending on other ESP (Email Service Provider) platforms as long as the subdomain created for Klaviyo is different from the other ESP’s sending subdomain. Klaviyo’s CNAME is mainly aimed towards Klaviyo to make use of the subdomain, so it would not interfere with any sending on other ESPs. 

1280
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

My IP reputation on Google Postmaster is poor, but my domain reputation is fine. Does the poor IP reputation affect my deliverability with Gmail?F.A.Q.

Gmail looks at the domain reputation more than they look at your IP reputation. They are aware that reputations of IPs can be impacted by multiple senders, as email marketing often uses  shared IPs at large ESPs like Klaviyo. Meanwhile, the reputation of the domain is in the control of the domain owner/sender. So, the IP reputation has very little impact as long as your sending domain reputation is strong.

3290
wei.he
Klaviyo Employee
2 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Why are emails sent to our internal team/organization getting blocked?F.A.Q.

If you see that emails sent to your internal team or organization are getting blocked, check to see if the account is on a dedicated sending domain or not first. If the account is sending on Klaviyo’s shared sending domain, your organization’s internal filter is most likely blocking the emails because of the From Address and sending domain address misalignment. This misalignment is often seen as spoofing by filters. We suggest setting up a dedicated sending domain for your account. For more information on How to Set Up a Dedicated Sending Domain, check out this article. If the account is on their own dedicated sending domain and emails are still getting blocked (happens with Mimecast quite often), we suggest allow-listing your dedicated sending domain on your filtering software.

7170
wei.he
Klaviyo Employee
3 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

An email was sent out, but the recipient never received it. They also checked their junk folders. Why did this happen?F.A.Q.

If we see the “Received Email” metric on the recipient’s profile, it means that the email was received and queued for delivery by the recipient’s server. This does not necessarily mean that the email reached the recipient’s inbox. If the recipient did not receive the message, or if there was a delay in receiving the email while it is showing “Received Email” on the profile, one possible reason could be a filtering program they make use of on their end. If their filtering program is preventing the email from reaching the inbox, they should try allow-listing their dedicated sending domain. Either way, any more information regarding the status of that email can only be provided by the recipient's ISP.

3560
wei.he
Klaviyo Employee
3 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

I ran a spam test on my account and it is saying that my emails are going to spam. What should I do?F.A.Q.

Spam test tools are a great way to quickly gauge the sender’s inbox placement; however, you should ultimately focus more on your Klaviyo data instead of over-relying on seed list test results. If your results indicated that there is a widespread spam issue for your account, you would see this reflected in open rates. We always recommend comparing the seed list test results with their Klaviyo data. For example, if the seedlist test reports that a high percentage of emails sent to Gmail were placed in spam folders, then we would expect the open rates to reflect that (i.e., lower open rates). Advanced reports of campaigns and flows are the best place to look within Klaviyo. For more information on  How to Monitor Deliverability Performance, check out this article. 

6400
wei.he
Klaviyo Employee
3 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

If I decided to halt sending for a period of time, do I need to re-warm my dedicated sending domain?F.A.Q.

If you halt sending for a period of time, it is recommended that you re-warm your dedicated sending domain before you go back to your normal sending cadence. Inbox providers like to see consistency (in both volume and engagement), and if they notice that a specific sender resumes sending after a while, they will potentially flag that sender as suspicious. Note that you don’t need to go through the whole warm up process again. Starting off with a 30 days engaged segment will work!  For additional resources on how to warm up your sending domain, you can check out the Guide to Warming Your Sending Infrastructure article.

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wei.he
Klaviyo Employee
3 years ago
wei.he
Klaviyo Employee
wei.heKlaviyo Employee
published in Analytics and Deliverability

Do bounces impact my sender reputation?F.A.Q.

Depending on the type of bounces you are receiving, it is possible that a bounce can have a negative impact on your sender reputation. Hard bounces are permanent errors that often signify the sender is employing poor practices, such as list purchasing, bad list hygiene, or a bad opt-in funnel. As hard bounces are something that the sender can control, elevated hard bounces will affect the sender’s reputation. Meanwhile, soft bounces are caused by  a temporary error (e.g., full inbox) that is out of the sender’s control. Thus, soft bounces are often forgiven and don’t strongly impact your reputation. For additional resources, you can learn more about Bounced Emails in this article, and how to Decrease Bounce Rates in this article. 

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wei.he
Klaviyo Employee
3 years ago

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