I’ve set up a mini flow on my Shopify site that is triggered by a popup. The popup showed up fine when I tested from different devices etc. However, I cant seem to see a single popup appear on my heatmaps - is this normal?
Best answer by David ToView original
Thanks for sharing your question with the Klaviyo Community!
Can you provide more clarification on what you mean by “heatmaps”? Are you using your own custom method of analyzing or testing your forms?
From my experience, you may see a Klaviyo built form appearing on one device but not another due to having the Don’t show to existing Klaviyo profiles setting enabled within the form’s behavior settings. Using this setting allows Klaviyo to determine when to display a signup form to visitors based on if the browser is cookied with an existing email address/profile that is recognized within your Klaviyo account. If the profile is recognized, the form will be hidden. You can learn more about this setting from the Overview of the Signup Form Builder Help Center article and the Signup Form Best Practices Community Post created by
Some other troubleshooting steps I would suggest taking which are also found in the Signup Form Troubleshooting article are:
In addition to those resources, you may also find it helpful to browse other Community posts which touch upon this subject. I’ve also included some posts which other Community members have found helpful below to get you started:
I hope this helps!
Hello, thanks for that.
I use Shopify so far as I understand, there is no need to install the snippet?
The behaviour settings exclude those who have already opted in but as the site is new, there are no opt-ins and therefore no one should be excluded.
The heatmap is Lucky Orange and provides a recording of visitor behaviour meaning I can view what visitors do on my site - surely I should also be able to view any popups that come up?
Hope this clarifies it, thanks.
I would also suggest reaching out and getting more clarification from Lucky Orange regarding if their service is able to record popups or not; or if they are omitted.
Another thing that does come to mind is also keeping in mind that if you are using multiple Load Delay settings as part of the form’s Behavioral Display Timing settings, that those settings are considered AND statements, not OR statements. This means that contacts must meet all the settings selected under the Load Delay in order for the form to appear. If you were rewatching recorders of your site visitors, there may be a chance that these contacts are not meeting the Load Delay requirements in order for the form to form to appear for them.
Have a great day!