If customers sign up through your Alia popup but don't receive your Attentive welcome journey, the issue usually comes down to one of the following. Work through each check below to diagnose and resolve the problem.
1. Check that the integration is connected in Alia
Before diving into Attentive settings, confirm that the Attentive 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 Attentive appears as a connected integration.
If it's disconnect, here's the article on how to connect your Attentive account to Alia.
2. Journey signup unit does not match
Attentive journeys are triggered by specific signup units. If the signup unit doesn't match the one in Alia , the journey will never fire. Make sure the journey trigger is linked to the correct Attentive signup unit, the one associated with your Alia popup.
To check the sign up unit on your popup. Navigate to the campaigns section on the Alia dashboard, Open you campaign, and check the integration settings.
3. Signup unit wasn't set up through the white glove team
Attentive API signup units are created through their white glove team. When creating a specific sign up unit, You'll have to reach out to their white glove team to create this unit. The journey will not fire if the sign up unit wasn't created as an API unit by Attentive's team.
Here's a detailed article on how to create the API signup unit.
4. SMS marketing is not set up yet
If your Attentive account isn't fully activated for SMS marketing, welcome messages won't go out regardless of how the journey is configured.
Confirm that your Attentive account has completed the onboarding process and is approved to send SMS marketing messages.
Check that your brand's SMS program has been fully launched. Attentive requires legal and compliance steps before sending is enabled.
5. Sending issues
Account-level or technical issues can prevent messages from going out even when everything else looks correct.
Credits: Attentive charges per message sent. If your account has run out of credits or has a billing issue, sending will stop.
Carrier filtering: Mobile carriers can filter or block SMS messages that trigger spam signals. If messages are being sent but not delivered, contact Attentive support.
Still stuck?
If you've worked through all the above and the welcome journey still isn't firing, contact our support team and We'll help you get to the bottom of it.