With Klaviyo Flows, you are able to automate timely touch points with your customers and subscribers without losing any of the relevance & personalization required to build an impactful marketing strategy. For example, an Abandoned Cart flow doesn't just send a generic follow up email to all cart abandoners -- with Klaviyo, all shoppers will receive an email personalized with each item they left behind.
Flow branching helps you take this personalization to the next level. Once people enter your flow, you may want to send individuals down different parallel paths depending on what you already know about them. Klaviyo supports two unique "Splits" that offer powerful ways to branch your flows.
The Trigger Split & the Conditional Split
With both the Trigger Split and the Conditional Split, you create a logical statement that will either be true or false for each recipient entering your flow. In this way, these splits look similar to flow filters and they use the same logic you see in our Segment Builder. Unlike with flow filters and segments, however, with splits aren't keeping certain people in your flow and completely filtering the rest out -- you are instead creating two parallel paths for these recipients where you can better customize the journey for each group.
In the Visual Flow Builder, these splits are a configurable component. After you define your split, you will then see a YES path and a NO path on your canvas. Those that meet the definition of your split (where the statement evaluates true) will go down the YES path, whereas those that don't meet this definition (the statement evaluates false) will go down the NO path.
A Trigger Split is a flow component that creates two distinct paths in your flow, branching based on a defined characteristic of the Flow Trigger. Trigger Splits branch flows at the event level, meaning only metric-based flows can have trigger filters.
Example: For an Abandoned Cart flow triggered by a Started Checkout event, you can create two parallel paths in your flow split around a shopper's Cart Value -- where high-value cart abandoners receive an email with a discount, and lower value cart abandoners do not.
A Conditional Split is flow component that creates two distinct paths in your flow, branching based on defined recipient profile properties and/or activity.
Example: For a Welcome Series, you can create two parallel paths in your flow split around whether a recipient has purchased from you before in the past -- existing customers may not need the same introductory content you might otherwise send to new subscribers that have never bought before.
Trigger Splits are only supported in event-triggered flows, where the flow is triggered off a given event metric in your account. This component is not available in list or segment-triggered flows.
Key Ways to Leverage Branching
Abandoned Cart Reminder. Use our "Conditional Split" to create unique paths for those that have purchased before vs. those that would be first-time customers.
When someone starts a checkout, but doesn't complete their purchase, following up is a no-brainer. If this person has never, ever bought from your before, however, this is big moment. This shopper found you and is close to becoming a first-time buyer, but something is holding them back. You might know the largest pain-points for shoppers that are new to your brand and have just the right message. You may want to offer an eye-catching discount to get this new lead to convert.
Either way, how you'd engage with this new person that's never bought from you before is different than the interaction you might have with an existing customer that's come back and abandoned a cart. For repeat customers, you may want to follow up with a reminder, but may focus more on the cart items and less on warming them up to your brand; you may not even want to offer a discount of any kind.
Abandoned Cart Reminder. Use our "Trigger Split" to create unique paths for those that have over a certain value left behind in their cart.
For those that left behind high value carts, you may want to offer a greater incentive for recovery -- for example, free shipping or a percentage off their order if they complete their purchase. For shoppers that left less valuable carts behind, you certainly want to follow up but you may not want to offer a discount given the expected ROI.
By adding a "Trigger Split" into a single Abandoned Cart Flow, you can immediately create two paths for cart abandoners based on their cart. This data-point (cart value) is captured in the Checkout Started event that serves as the flow's Trigger.
Post-Purchase Thank You. Use our "Conditional Split" to create unique paths for first-time buyers and repeat purchasers.
When someone purchases from you, this is a great time to reach out and strengthen your relationship.
When people buy from you for the first time, it is important to recognize they've just gone through a process of discovering your business, evaluating your products, and making a decision to purchase from you. Follow up that validates this choice and fosters a positive customer experience is paramount.
For those that place an order but have already ordered before in the past, they're farther along in their relationship with you. In the customer lifecycle, you're working to retain them and inspire them to become not only loyal customers but also a loyal promotors/advocates. Your content in a post-purchase series will be different for these repeat purchasers than for your first-time buyers.
By adding a Conditional Split within a single Post-Purchase Flow, you can maximize your engagement with customers the first time they buy while also nurturing your repeat customers strategically based on where they are at in their lifecycle with you.
Browse Abandonment. Use our "Conditional Split" to create unique paths for those that viewed under 3 products in the last several days vs. those that viewed 4+ different items.
For visitors that land on your website, they likely either know what they want – and will find their way to the right product page quickly – or they are there to browse. Targeting your site visitors with the right messaging based on their browsing behavior can yield high returns.
For those that only visited a single product page, it's possible they arrived through a direct search or otherwise knew how to land right where they wanted – your follow up should focus mainly on that specific item, with the goal to get that shopper to come back and buy it (or a similar recommended item). For those that have viewed over 4 items, however, they may be window shopping – don't focus as much on the most recently viewed individual item, but use this as a chance to promote your most popular items, show more of a specific collection, or provide "social proof" for why this shopper should come back and take a second look at your store. The stakes are higher to spark interest in what you have to offer more broadly, as the visitor hasn't indicated they know exactly what they want.
If you create a single Browse Abandonment series, but add a "Conditional Split" to target these two primary types of visitors, you can put your data to work early to drive deeper engagement starting with the very first page view.