Why does Klaviyo API trigger differently for two identical flows?

Hi, one of our clients is using Klaviyo for their email marketing, and they are having issues with the Shopify integrated flow trigger (via API).

So they have 2 different Klaviyo accounts set up (1 for each store since it does not allow you to connect more than 1 Shopify store per Klaviyo account).
Shopify US store → Klaviyo US account
Shopify International store → Klaviyo INTL account

The flows are identical on both accounts, and are using this trigger (integrated with Shopify https://help.klaviyo.com/hc/en-us/articles/115005080447#checkout-started4). But despite having larger amount of traffic to the checkout on the US store, we are sending out fewer emails in that flow (despite triggers being the same).

The client made some troubleshooting of their own and found that there seems to be 1 more “action” required in the US store/flow for it to trigger. Entering email AND pressing something else (the next text input or clicking a button). Instead of only entering email like on INTL flow. So only entering email in the input is not enough on US. It does not pick up the email to the flow.

I have spoken to Klaviyo support, and they can’t solve/find the issue since the trigger is via API. See chat transcript below.

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SUMMARY: I have an issue with the triggers we use for our 2 accounts with Shopify integration.

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(4:51:34 AM) Gio F: Hi Annika, I hope you are well today, my name is Gio and I will be assisting you on this chat

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(4:52:47 AM) Annika: Hi! We have 2 Klaviyo accounts, one for our US shopify store (this account), and one for our International shopify store (a different account). For one of our email flows, we are using the trigger “Checkout Started” from the shopify integration you have here in Klaviyo.

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(4:53:36 AM) Annika: We have large difference in how many emailss are being sent out in these feeds. We found that there seems to be a difference in the trigger between the stores

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(4:54:34 AM) Annika: On our International store, the trigger activates when customer has entered their email in the shopify checkout. On US store, it triggers when customer has entered their email AND done something else

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(4:54:57 AM) Annika: not sure if i should write to you guys about this or shopify, since it’s a shopify integrated trigger

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(4:55:19 AM) Gio F: Thanks for clarifying

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(4:55:22 AM) Gio F: Happy to check on this!

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(4:55:23 AM) Annika uploaded: Screenshot-2023-01-20-at-10.55.09.png

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URL: https://klaviyo.zendesk.com/attachments/token/AhGAcO78C0j6emCeGtgr7lKp9/?name=Screenshot-2023-01-20-at-10.55.09.png

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(4:55:43 AM) Annika: this is the flow https://www.klaviyo.com/metric/YjbRCP/checkout-started

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(4:55:44 AM) Gio F: Is this regarding the bbhugme US account?

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(4:55:47 AM) Annika: yes

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(4:55:58 AM) Gio F: Please give me a moment while I pull up your account information and take a look at it

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(4:56:37 AM) Annika: here is the url for the store connected https://us-bbhugme.myshopify.com/

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(4:58:44 AM) Gio F: thanks for the link!

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(5:03:04 AM) Gio F: Is this the international account “bbhugme INTL”?

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(5:03:10 AM) Annika: yes

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(5:03:18 AM) Gio F: Thanks for confirming

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(5:04:08 AM) Annika: Flow on INTL account is called “Abandoned Cart Reminder - High Value Cart vs. Low Value Cart”

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(5:05:36 AM) Gio F: Thanks

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(5:06:00 AM) Gio F: Please give me a few minutes to troubleshoot your issue and I will get back to you with an update. Thank you for your patience in the meantime!

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(5:11:18 AM) Gio F: Thanks for waiting

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(5:12:12 AM) Gio F: I’ve checked the setting and I can confirm the Checkout Started event for both Store/Account are recorded correctly.

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(5:13:34 AM) Gio F: Currently, everything is working as expected within the settings. The Trigger and the Flow Filter are the same for both Flows.

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(5:14:36 AM) Annika: Hm, our issue is that despite having larger amount of traffic to the checkout on the US store, we are sending out fewer emails in that flow (despite triggers being the same)

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(5:15:54 AM) Annika: And in our troubleshooting we saw that there seems to be 1 more “action” required in the US store/flow for it to trigger.

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(5:16:27 AM) Annika: Entering email AND pressing something else (the next text input or clicking a button). Instead of only entering email like on INTL flow

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(5:17:49 AM) Gio F: Is this an action on your Shopify store?

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(5:18:03 AM) Annika: yes, in the checkout on the store

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(5:19:08 AM) Gio F: Which is the additional step?

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(5:19:30 AM) Annika: Entering email AND pressing something else (the next text input or clicking a button). Instead of only entering email like on INTL flow

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(5:19:41 AM) Annika: So only entering email in the input is not enough on US

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(5:19:51 AM) Annika: It does not pick up the email to the flow

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(5:20:55 AM) Gio F: I tested it both by clicking the button after entering the email. Unfortunately this is not something we can control in Klaviyo.

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(5:21:20 AM) Gio F: This has to do with Shopify setting when the Event is recorded

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(5:21:57 AM) Annika: That’s what I suspected. And the trigger we are using here in the Klaviyo flow is an “integrated” one from Shopify

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(5:22:05 AM) Annika: So I guess I have to contact Shopify support?

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(5:22:10 AM) Gio F: Correct!

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(5:22:42 AM) Gio F: Basically, when the event is recorded in Shopify, is attached to the Klaviyo profile, see example here below

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(5:23:04 AM) Gio F uploaded: Test_US___Klaviyo.jpg

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URL: https://klaviyo.zendesk.com/attachments/token/JU9MAap3kVsd3QJBr7Ro9Tj3K/?name=Test_US___Klaviyo.jpg

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(5:23:36 AM) Gio F: And the Flow is triggered when the even is recorded in the profile

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(5:23:58 AM) Gio F: If there’s not event recorded the profile will not be queued for the Flow

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(5:24:06 AM) Gio F: I hope this will help

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(5:24:31 AM) Annika: hm okay

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(5:24:48 AM) Annika: is it possible for you to send a copy of this chat to annika@coiagency.co?

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(5:24:55 AM) Annika: it’s our shopify partner agency

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(5:25:44 AM) Gio F: The chat transcript will be sent to the email used to open the chat (annika@coiagency.co) automatically when we will end this conversation

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(5:25:52 AM) Gio F: also I wanted to mention

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(5:25:53 AM) Annika: amazing, thank you

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(5:26:08 AM) Gio F: not related with your issue but you might find it useful

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(5:27:29 AM) Gio F: both Flows have one Flow Filter “Placed order zero times since starting the Flow”

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(5:28:38 AM) Gio F: In our guideline we recommend also to add an additional Filter(no mandatory) to do not bombard customer with emails in case is watching multiple times the same items in a short time of period

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(5:28:42 AM) Gio F uploaded: How_to_create_an_abandoned_cart_flow_–Klaviyo-_Help_Center.jpg

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URL: https://klaviyo.zendesk.com/attachments/token/q4VCSaZNUVZ760ekc5D2786ro/?name=How_to_create_an_abandoned_cart_flow_%E2%80%93_Klaviyo_-_Help_Center.jpg

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(5:28:55 AM) Gio F: This is just a recommendation

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(5:29:13 AM) Gio F: You can find more information in this article: https://help.klaviyo.com/hc/en-us/articles/115002779411-How-to-create-an-abandoned-cart-flow

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(5:29:35 AM) Gio F: Is there anything else I can support you with?

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(5:29:52 AM) Annika: thank you!

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(5:30:07 AM) Annika: No, not at the moment. I will contact shopify support to see if they can help

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(5:30:13 AM) Gio F: You’re very welcome!

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(5:30:16 AM) Gio F: If you require further assistance, please don’t hesitate to reach back out via chat

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(5:30:21 AM) Annika: thanks!

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(5:30:21 AM) Gio F: Have a wonderful day!

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(5:30:35 AM) Gio F: :slightly_smiling_face:

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(5:30:40 AM) *** Annika left the chat ***

I also spoke to Shopify Plus support but they could not help me either because they do not have expertise about APIs, and suggested I post a message here. Transcript below.

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Full chat transcript below. All timestamps in UTC timezone.

10:34 Annika Tidén: Hi! I have an issue with the triggers we use for our 2 accounts with Shopify integration in Klaviyo. We use the same trigger, yet they do not actually trigger at the same time/action.

On our International store, the trigger activates when customer has entered their email in the shopify checkout. On US store, it triggers when customer has entered their email AND done something else

Have spoken to Klaviyo support on this, can attach the chat transcript of that

10:34 System: An agent has joined the chat

10:34 Michael (Plus Support Specialist): My name is Michael, a Support Specialist here at Shopify Plus. Thanks for reaching out.

10:35 Annika Tidén: Sent the Klaviyo transcript

10:35 Annika Tidén: i can forward you the email if you prefer to have it with correct formatting so it’s easier to read

10:36 Michael (Plus Support Specialist): Hi Annika, I hope you are keeping well today! I’m just having a look at the above information now.

10:41 Michael (Plus Support Specialist): Is the trigger being used as part of the API Annika?

10:44 Annika Tidén: Yes, we use this trigger supplied by shopify in klaviyo https://help.klaviyo.com/hc/en-us/articles/115005080447#checkout-started4

10:47 Michael (Plus Support Specialist): Thanks Annika. Just taking a look now.

10:52 Michael (Plus Support Specialist): Thanks for waiting Annika. I’ve had a look into this for you and at the moment our team is fairly limited when it comes to supporting the implementation of API as we don’t have the necessary training or expertise. If you have questions about how to achieve certain goals or about what’s possible with our documentation, it’s best to reference the developer community forum for help from other developers and the API community. They would be able to assist you better with API related queries!

10:54 Annika Tidén: Okay, so they might be able to answer the issue we are having with the API?

10:54 Michael (Plus Support Specialist): They would indeed. If you post your question in the forum, one of our developers will be able to look into this for you and offer the best solution for this,

10:55 Annika Tidén: Okay, thank you!

10:55 Michael (Plus Support Specialist): No problem at all Annika! Is there anything else that I can do for you today?

10:55 Annika Tidén: No, this was it for now

10:55 Annika Tidén: thanks for the quick response!

10:55 Michael (Plus Support Specialist): Thanks Annika, and no problem! Have a great rest of your day!

10:55 System: Chat ended by agent

Any help you can give would be appreciated as we can’t figure out the issue.

Hi. Have you found the solution? Looks like some kind of GDPR issue (different rules for US & INTL)

Hey, no we never figured it out. And now it was so long ago that there are probably new issues in the triggers with the new Consent Mode

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