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Set up Klaviyo delivery flows with Sendcloud

Kristie
  • Updated

Purpose: This article explains how to connect Sendcloud to Klaviyo and activate delivery flows to automatically notify customers based on real-time shipment data.

The Klaviyo integration is available for free on Lite and Growth plans. For Premium, Pro, and Enterprise plans, contact your Customer Success Manager to activate
The CRM integration is currently in beta. If you’d like to participate or need access, please contact Customer Support or reach out to your Customer Success Manager.

How to set up your Klaviyo integration

Step 1 Connect Sendcloud to Klaviyo

For the full CRM setup instructions, see Set up your CRM integration. To connect Klaviyo specifically:

  1. In your Sendcloud panel, go to Settings > Support Automation > CRM Settings.
  2. Follow the on-screen authorisation flow to connect your Klaviyo account. 
  3. Once connected, Klaviyo appears under Connected integrations with the toggle enabled.
Step 2 Configure delivery event filters

Delivery event filters control which shipment events are sent from Sendcloud to Klaviyo. Click Configure to set them up. You can filter by exception type, phase type, carrier, origin country, and destination country.

Note: Conditions within a single filter use AND logic, all conditions must match. Multiple filters use OR logic, a shipment only needs to match one active filter. It can take up to 10–15 minutes for new filters to take effect after saving.
💡 Tip: You can create multiple filter groups to cover different scenarios. For example, one for delayed parcels via DHL and another for all pick-up point expirations regardless of carrier.
Step 3 Activate a Klaviyo flow

Sendcloud provides ready-to-use flow templates in Klaviyo for each delivery event. When you activate a template, it is automatically populated in your Klaviyo account, you then customise the content and branding to match your brand.

  1. In Klaviyo, go to Flows and click Create flow to find the Sendcloud-triggered flow templates.
  2. Open the template for the flow you want to activate.
  3. Customise the message content and branding.
  4. Set the flow to Live.
💡 Tip: Start with the Pick-up point expiring flow. It targets a time-sensitive situation where the customer needs to collect their parcel before it is returned, and typically produces a quick reduction in WISMO contacts. Once live, add the remaining flows from the table below.
Note: Once your Klaviyo flows are live, consider disabling the equivalent Sendcloud branded tracking emails to avoid customers receiving duplicate messages for the same event.

Available flows

The following flows are available as out-of-the-box templates. You can also create your own flows in Klaviyo based on any of the available events.

Flow Purpose Trigger Filter value
Parcel shipped Notify customers when their order is on its way Sendcloud Parcel In Progress phase = in_transit
Parcel delayed Notify customers when their order is delayed Sendcloud Parcel In Delivery ⚠ confirm 
Pick-up point expiring Remind customers to collect before the deadline to prevent the parcel being returned Sendcloud Parcel Exception exception = pup_expiration
Return to sender Inform customers when a shipment is being returned and guide next steps Sendcloud Parcel Exception exception = returned_sender
Off-the-radar Alert customers when no tracking updates have been received for 72+ hours Sendcloud Parcel Exception exception = off_radar
Address error Alert customers of a failed delivery due to an incorrect or incomplete address Sendcloud Parcel Exception exception = address_error
Out for delivery Notify customers when their order is out for delivery Sendcloud Parcel Delivered ⚠ confirm
Parcel delivered Confirm delivery — can be combined with review requests, upsells, or lifecycle campaigns Sendcloud Parcel Delivered phase = delivered

Troubleshooting

No events are appearing in Klaviyo

Check the following:

  • The Klaviyo integration is connected and toggled on in Sendcloud.
  • At least one filter group is configured and enabled.
  • The shipment event matches your configured filter conditions.
  • Allow up to 10–15 minutes for newly saved filters to take effect.
My Klaviyo flow is not triggering

Check the following in Klaviyo:

  • The flow is set to Live (not Draft or Manual).
  • The trigger is set to the correct Sendcloud metric — see the Available flows table above.
  • The trigger filter value matches exactly what Sendcloud sends — for example, exception equals pup_expiration.
  • The customer profile has a valid email address or channel identifier.
Customers are receiving duplicate notifications

This usually means both Sendcloud's carrier email notifications and a Klaviyo flow are active for the same event. Once your Klaviyo flows are validated, disable the corresponding notifications in Sendcloud.

Confirm the exact path in Sendcloud to disable carrier email notifications.