Smart Sending allows you to limit the number of emails or text messages someone can receive from you in a given period of time. This is a good way to prevent your subscribers from receiving too many messages at once if you have many active flows and campaigns.
When an email or SMS message has Smart Sending enabled, Klaviyo will automatically check to see if that recipient has received a message from you within your account's Smart Sending period before it is sent. If this person has received another message from you too recently, they will be skipped from receiving the current message.
Your email and SMS message Smart Sending windows are configured separately in your account settings.
When a message is skipped due to Smart Sending, it will not automatically be rescheduled to send at a later time. This is because most messages are time-sensitive. If you would like to resend an email that was skipped due to Smart Sending, you can do so from either an individual’s profile or from View all Analytics > Recipient Activity (for more details, check out this guide to resending flow emails). You can also do so manually by cloning the campaign or, for flows, recreating the message as a campaign and then sending the new version.
Currently, it’s not possible to resend a text message to someone who was skipped due to Smart Sending except by doing so manually.
Once a customer enters a flow triggered by a specific event and either gets a message or is skipped (or is processed in the flow with a different outcome), the customer cannot be re-queued for the flow.
How to Disable Smart Sending
Smart Sending can be adjusted by clicking the Review tab for an email or SMS message within a flow. Then, find the Smart Sending section at the bottom of the window. Here, you can turn Smart Sending on or off. If you would like to turn off Smart Sending for an entire flow, you'll have to do this for each message individually.
Change the Smart Sending Timeframe
Email Smart Sending Window
You can adjust the Smart Sending timeframe for your account by navigating to Account > Settings. Here, if you click to Settings > Email Settings, you will be able to adjust your Smart Sending period within the Email Conversions & Smart Sending area. If you use Klaviyo to send transactional emails, you can also specify whether or not you would like Smart Sending to apply to transactional emails as well. In almost all cases, Smart Sending should remain disabled for transactional emails, as these are messages that customers anticipate receiving and search for in their inboxes.
SMS Smart Sending Window
You can adjust the Smart Sending timeframe for SMS messages sent from your account by navigating to Account > Settings. Here, if you click to Settings > SMS Settings, you will be able to adjust your Smart Sending period within the SMS Sending Settings area. By default, this window will be set to 24 hours. Klaviyo will automatically send transactional text messages regardless of your Smart Sending window.