Welcome series setup

Thanks.

I set it up according to the tutorial and ordered a monthly rent of $60. I don't know what's wrong.

Could you help me?

Hello @Esther,

Thanks for your note. Sorry to hear about your trouble so far, let's get you back on the right track.

Keep in mind that when a user subscribes to a list (that triggers your welcome flow) by default, the user will have to confirm their subscription as per our double opt-in process in Klaviyo. Only after they confirm their subscription, will they be added to the list and receive the welcome flow email. If you’d like users to skip this double opt-in step entirely, and get added directly to the list and trigger the flow immediately upon filling the form, see our guide on enabling single opt-in for your list.

Also, in the flow message, make sure you don’t have “Smart Sending” turned on.  Smart Sending prevents emails from being sent if they’ve received another email in the time period you set in your Account Settings.  (Typically, it is 16 hours).

I also recommend double-checking any existing flow filters on the flow, that may be precluding profiles from entering the flow.

Lastly, you can click on any message in a Flow and review its Recipient Activity. To do this, select the message, and in the left hand side, click on “View All Analytics.”  Then click on Recipient Activity on the top.  At the top of this page, you can see all the emails that were sent. This is where you should be lookign to see if emails were sent or skipped for other reasons:

Sometimes emails are not sent because they are skipped because a user unsubscribed, emails bounced, or marked as spam, etc.  More details about “Recipient Activity” is in this doc: Flow Analytics : Review Recipient Acitivity.

These potential flow issues (and more) are also outlined the thread below

I hope that is helpful!

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Hi @andrey skorev,

Thank you for bringing this to our attention!

I have updated the link in David’s post. We have integrated the video tutorial into the article, you can also find that link here: https://help.klaviyo.com/hc/en-us/articles/115002775172-How-to-Create-an-Email-Welcome-Series.

Thanks for being a member of our community.

I seem to have to 2 welcome series flows set up, one is just welcome series and the other is called welcome series - customer vs non-customer” 

What is the difference and which one should I use?

Hi @Sunil,

Thanks for sharing this with us.

The difference is that the standard welcome series will send to everyone who joins your list regardless of their order history, whereas the customer vs non-customer welcome series will use a conditional split to distinguish users who have already placed an order (your customers) from those who have not yet placed an order, and sends each group a separate email. The latter type of flow is depicted in the screenshot below. Which one you use is totally up to you, however I recommend you use one flow or the other (not both at the same time), otherwise users who join your list will receive emails from both flows which may confuse them.

I hope that is helpful!

@Dov so is it best to start with the customer vs non customer welcome flow first?

I am not sure what the advantages are of just using the welcome flow which doesn’t distinguish between customers and non customers. 

@Dov in addition, there are only 2 emails in the welcome flow series (customer vs non customer). How do I add a 3rd email into that flow?

This is a very short flow so when that flow is complete, how do we stay in touch with them? Add more emails to that flow? put them into another flow?

I want to stay in touch with non customers for as long as possible through promotions and product tips, and obviously want to maintain contact with customers. 

@Dov thirdly, I am confused by the welcome email in that flow to a customer. The only way to trigger that flow at the moment is with the £50 discount pop up 2 seconds after they enter the site, and on the exit pop up if they haven’t already subscribed. 

How can an existing customer see that pop up if I am only targeting the pop ups for non existing subscribers? So how could a customer possibly trigger the welcome series (customer vs non customer) if the pop up wouldn’t show up for them in the first place? Is it if they haven’t somehow subscribed to any list at all despite being a customer? I find that highly unlikely. 

Ok let’s say that somehow they haven’t subscribed to any list despite being a customer (which I find hard to believe) and they receive that 1st welcome email from the £50 discount pop up, should I be sending them the discount code promised in that pop up? 

At the moment, the 1st welcome email to a customer in that flow is very vague, saying we’ll be sending more product promotions, announcements and recommendations so it’s just fluff and nothing of actual value. 

So what do I send existing customers in the 1st email from the discount pop up, the discount code itself?

Shouldn’t those customers be segmented into a customer newsletter, and not a welcome flow, from where I can stay in touch with them more long term?

Yours confusedly. 

Hi @Sunil,

Thank you for your follow-up notes.

On your first question, users use the standard welcome flow template as an introduction to their brand. A user may choose this template (rather than the customer vs non-customer template) if they do not care to target users with separate messaging based on their past purchase history. Or they may have already supplied a discount to their users outside of Klaviyo, and thus don’t want to include additional discount code-related messaging in the welcome flow. 

Also, keep in mind that these are flow templates are built for ease of use, and are completely customizable. In theory, you can modify these templates to include additional or alternative messaging, remove conditional splits, add emails, discount codes etc. to accommodate your goals (i.e. sending them a welcome discount). For more information on these topics I recommend checking out the articles below:

How to create a welcome series

Add a conditional split to a flow

How to manage messages within a flow

On your second question (adding emails to a flow), I recommend reviewing this article: how to add an email to a flow that explains this process. And in terms of keeping in touch with customers in general, that is a great question. There are many ways to achieve this. As I mentioned above, a welcome series is meant to be an introduction to your brand. While you can add additional emails to this flow, once a user reaches the end of this series they will exit the flow. Adding additional emails after a user exits a flow will not queue them up for those emails. In order to keep in contact with these users after they exit your welcome flow, you  should look into setting up additional flows and sending campaigns. Specifically from the flows library (the same place you found the default welcome flows), you will see a tiled list of essential flows. These are the initial flows that Klaviyo deems critical for customer nurturing and overall success. I strongly recommend reading through our article getting started with flows for more information. 

You’re also going to make use campaigns. An email campaign is a one-time send to a pre-established target group of contacts — think regular newsletters, sale announcements, or promotional sends. Here, you can specifically target non-purchasers or any other group. Campaigns can be sent to lists or segments or a mix of both. For some ideas on segments to target non-purchasers see our guide here. And also check out our guide on creating segments. 

On your third point, your point is well taken and yes it’s very well possible to have customers who placed orders and haven’t explicitly subscribed to one of your mailing lists. Typically, people do not offer discounts to existing customers. If you’re looking to filter out users from the flow who have previously placed orders, you can add a flow filter to your flow: what somebody has done > placed order > zero times over all time. That will filter out anybody from the flow who has previously placed an order.

Then, you can create a segment to target users who have previously placed an order using similar criteria: what somebody has done > placed order > at least once over all time Then you can set-up a discrete flow (triggered off of this segment) or send a campaign to that segment. The possibilities of flows and segments are endless, which is what makes Klaviyo such a dynamic platform.

I hope that is helpful!