If customers are signing up through your Alia popup but not receiving your Klaviyo welcome flow, there are a few common culprits. Work through each of these checks to identify and resolve the issue.
1. Check that the integration is connected in Alia
Before diving into Klaviyo settings, confirm that the Klaviyo integration is properly connected inside Alia. A disconnected or misconfigured integration means subscriber data will never reach Klaviyo in the first place.
In your Alia dashboard, go to Integrations and confirm that Klaviyo appears as a connected integration.
If the integration is disconnected, reconnect it.
After reconnecting, choose the Email, SMS and WhatsApp list (only do it if WhatsApp marketing is configured in Klaviyo) it has to be connected to.
Test by submitting a signup through your popup and checking whether the subscriber appears in the Klaviyo list.
2. The flow trigger is not set correctly
The most common reason a welcome flow doesn't fire is that the trigger doesn't match how Alia adds subscribers. Alia adds contacts to a specific Klaviyo list, make sure your flow trigger reflects this.
Check if the welcome flow trigger is set to the right list. Typically, the common trigger used is "when a user is added to the list", and this is our recommended trigger as well.
3. Flow filters are kicking people out
Even if a subscriber successfully triggers the flow, Klaviyo's flow filters can silently exclude them before they receive any messages.
Go to your welcome flow in Klaviyo and review the Flow Filters (found at the top of the flow).
Check for conditions that might exclude new Alia subscribers, for example: filters based on custom properties or purchase history.
If you are using a conditional split on the flow based on the mini-quiz answers. Double-check if you're using the right custom property and answers.
4. Single vs. Double opt-in
If your Klaviyo list is set to double opt-in, subscribers won't enter the welcome flow until they confirm their email address for an Email flow, and similarly for an SMS flow. Many subscribers never complete this step, which means they appear in Klaviyo but never receive the flow.
Go to Lists & Segments in Klaviyo, select your Alia list, and check the opt-in setting.
If double opt-in is enabled and you'd like all Alia signups to enter the flow immediately, consider switching to single opt-in for this list.
If you need to keep double opt-in, ensure your confirmation email is compelling and clearly prompts subscribers to confirm.
5. Sending issues
Even when everything is set up correctly, Klaviyo may not send emails due to account-level issues.
Account sending suspended: Klaviyo may pause sending if your account has deliverability issues, high bounce rates, or pending review. Check your Klaviyo account for any alerts or warnings at the top of the dashboard.
SMS not configured: This is specifically for SMS flows. You'll need an active plan with Klaviyo that allows you to send texts with an active number connected to it.
Suppression list: Subscribers who previously unsubscribed or marked emails as spam will be on Klaviyo's suppression list and won't receive flows even after re-subscribing.
Still stuck?
If you've worked through all the above and the flow still isn't firing, reach out to the support team, and we'll help you track down the issue.