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Troubleshooting Common Klaviyo Issues
Troubleshooting Common Klaviyo Issues

Best practices for testing and troubleshooting Octane AI's integration with Klaviyo.

Mark Baek avatar
Written by Mark Baek
Updated over a week ago

This article includes a guide for when testing out your Octane AI content with an integrated Klaviyo account, as well as solutions to some common issues when it comes to Octane AI and Klaviyo.

πŸ’‘ What you'll learn

What to do when you experience one of the following common Klaviyo issues:

  • Emails are not appearing in the targeted Klaviyo list.

  • Profiles are syncing with the wrong data.

  • A double confirmation email is sent when opting into Octane AI.

  • Variables are not pulling in quiz data.

Best practices for testing Octane AI & Klaviyo

When testing out Octane AI's integration with Klaviyo, we recommend testing with one of the following methods:

  1. Clear browser cookies between each quiz & email submission.

  2. Start a new private/incognito mode session between each quiz & email submission.

This makes sure that you simulate the customer experience each time, and that your browser cookie doesn't attach old answers to the most recent quiz test.

πŸ’‘ Why is this important?

Quiz submissions & opt-ins are tracked by cookie. This means that:

  1. Quiz submissions will be remembered if a customer opts in later.

  2. Returning quiz takers can be remembered without an opt-in.

When testing the integration, data can appear to be syncing incorrectly if you submit different opt-ins through the same customer cookie.

Following the best practices for testing ensures you simulate the customer experience each time instead.

Common issues & solutions

While testing Klaviyo, here are some common issues you may encounter and possible solutions.

Emails are not appearing in the targeted Klaviyo list

When an opt-in is submitted through your quiz, the Klaviyo list selected in the integration's settings doesn't include all of the emails sent through the quiz.

πŸ”Ž Why is this happening?

The most common reasons why email opt-ins do not appear in a connected Klaviyo list are:

  • The API key has limited access

  • The list has double opt-ins enabled, which not all subscribers confirm

πŸ”Ž The solution

Checking your API key access settings

  1. In Klaviyo, go to Settings.

  2. Click on API Keys.

The API key you're using with Octane AI should be labeled "Full Access".

Checking list settings (for double opt-in)

A double opt-in list won't accept subscribers unless the double opt-in is approved, so while you will still receive the email profile with quiz data, they won't appear in the list until a double opt-in is manually confirmed.

A quick way to test if this is the culprit is to go to your list settings in Klaviyo and set the list to single opt-in, then testing another sync.

Profiles are syncing without quiz data

Emails submitted through a quiz are appearing in Klaviyo, but don't show quiz data in their profiles.

πŸ”Ž Why is this happening?

Profile properties synced from a quiz can take some time to appear.

πŸ”Ž The solution

Here's a general timeline of how Octane AI data shows up in Klaviyo:

  • Under 1 minute: the email profile and quiz completed event appear in Klaviyo.

  • 1-2 minutes: custom properties appear in the profile.

    • Profile will subscribe to the list (for single opt-in).

  • 2-3 minutes: profile will enter any targeted segments.

If the profile still doesn't have any quiz data 3-5 minutes after syncing, we recommend trying a new set of tests with our recommended best practices.

This simulates a blank slate opt-in that should be clear of any other complicating factors like cookies getting crosswired.

If it still isn't working, contact our team at [email protected].

Custom properties from the quiz aren't showing up in Klaviyo definitions

When creating filters & triggers in Klaviyo, the custom property value you're looking for isn't available.

πŸ”Ž Why is this happening?

Each custom property has to show up in Klaviyo at least once before it can autofill in Klaviyo definitions.

πŸ”Ž The solution

This can be fixed by:

  • Manually entering the property.

  • Submitting an opt-in through the quiz while selecting the answer you want to target.

Manually entering a property value once will allow it to autofill in the future.

Variables in emails are not pulling in quiz data

Variables added into Klaviyo emails are not dynamically turning into quiz data.

πŸ”Ž Why is this happening?

For variables to work, these requirements should be met:

  • The email is in a metric-triggered flow

  • The data must be present in the quiz completed event that triggers the flow

  • The Octane AI account is on the Octane Plus plan

πŸ”Ž The solution

If you haven't already, check out this video on how to set up a flow that can use event variables.

Emails can be built in the template editor, but they'll need to be previewed inside of the flow for variables to work.

If the flow is set up correctly, we also recommend checking the event data to make sure the data you're targeting is being passed. This can be done when previewing the email.

You can even view and copy specific variables.

Don't feel this guide helps with your questions? Contact our support team at [email protected].

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