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Enabling Data Enrichment: Sonar Send + Klaviyo

First steps for setting up Sonar Send x Klaviyo

Alejandro Flaquer avatar
Written by Alejandro Flaquer
Updated today

Overview

Sonar Send enhances Klaviyo's ability to collect and connect onsite user activity by leveraging Triple Whale's first-party pixel data. This feature aims to fill the gaps left by the Klaviyo web pixel by connecting more events back to your existing Klaviyo profiles.

By connecting more events to existing profiles, eCommerce marketers can send more effective "Abandon Browse" and "Abandon Cart" flow emails, capturing otherwise lost revenue and optimizing your email marketing strategies.

For customers who leverage Triple Whale Post-Purchase Surveys, Sonar Send can also send survey responses to Klaviyo for building segments based on survey responses.


How It Works

Sonar Send leverages the Klaviyo Events API to send Triple Whale's event stream, server-side, as custom events. These custom events can be used to set up additional flows that target users not caught by the default Klaviyo flows.

By default, Sonar Send will send the following events to Klaviyo:

  • "Active on Site - Triple Pixel" - sent every time the Triple Pixel detects a new session

  • "Viewed Product - Triple Pixel" - sent every time the Triple Pixel detects a view of a product page

  • "Added to Cart - Triple Pixel" - sent every time the Triple Pixel detects an "Add to Cart" action on your site

  • "Checkout Started - Triple Pixel" - sent every time the Triple Pixel detects someone initiating a Checkout

  • "Survey Answer - Triple Pixel" - sent every time a customer completes a post-purchase survey (for customers who use Triple Whale's Post-Purchase survey app)

In cases where the Triple Pixel is able to connect an event with a known visitor, Sonar Send will automatically send the Klaviyo profile associated with the action to help Klaviyo connect the event to an existing profile.

Sonar Send for Headless Shopify stores, BigCommerce stores, and WooCommerce stores

Please note that Headless Shopify stores as well as stores built on BigCommerce or WooCommerce will require developer implementation in order to enable Sonar Send. See the relevant documentation:


Setting Up Sonar Step By Step Guide

This Step By Step Guide covers the full setup process, including:

  • Connecting Klaviyo to Sonar

  • Selecting enrichment events

  • Confirming events are delivered and received

  • Best practices for testing and optimization

Step 1: Open Sonar Settings

  1. In Sonar, go to Data → Enrichment Settings.

  2. Under Sonar Send, click Set Up next to Klaviyo.

  3. Click Begin Setup to start the process.


Step 2: Connect Klaviyo

  1. Confirm that Klaviyo is fully integrated with your Triple Whale account. This connection must be established before Sonar can send events to Klaviyo.

  2. Verify the Triple Pixel is properly installed on both site and checkout:

    • Site Pixel → Captures site-level activity (product views, add-to-cart actions, browsing).

    • Checkout Pixel → Captures checkout activity (checkout started, completed orders).

  3. Once confirmed, click Save and Continue in Sonar.

Important: If either piece of the Triple Pixel is not installed, Sonar cannot capture or enrich events.


Step 3: Select Events for Enrichment

  1. Choose which Sonar events should be passed into Klaviyo. These appear as custom events (e.g., Added to Cart – Triple Pixel) and can be used as flow triggers. Common events include:

    • Active on Site

    • Viewed Product

    • Added to Cart

    • Checkout Started

    • Survey Response

  2. Configure how Sonar should handle customers with multiple email addresses:

    • Send to the Klaviyo session profile (recommended): Events map to the most recent email used by the customer.

    • Send to all email profiles: Sends events to every associated profile (may cause duplicates).

  3. Click Save and Continue.

Best Practice: Use the session profile option to avoid duplicate or fragmented event data.


Step 4: Confirm Events Delivery

  1. Confirm events are being sent from Sonar.

    • Go to Klaviyo Delivery Overview and check the Total Events Sent column.

    • Allow up to 24 hours for events to appear.

    • Confirm that your selected events (Active on Site, Viewed Product, Added to Cart, Checkout Started, Survey Response) show as Enabled.

  2. Confirm Klaviyo is receiving events.

    • In Klaviyo, go to Analytics → Metrics to verify that all selected Sonar events are listed.

    • Click into each event to confirm recent activity is showing. This ensures Sonar is sending and Klaviyo is capturing correctly.

  3. Once validated, click Save and Continue in Sonar.

Note: “Survey Response - Triple Pixel” will only be delivered if you are using Triple Whale’s Post Purchase Survey.


Step 5: Configure Your Flows

After events are flowing into Klaviyo, you need to configure automated flows to act on cases where our Sonar events trigger, but the standard Klaviyo events do not. This will be done by following the steps outlined in Creating your Sonar-Powered Flows in Klaviyo.

Note: Wait at least 30 minutes after confirming event delivery to ensure all Sonar events are fully syncing into Klaviyo - otherwise you cannot set up your flows.


Tracking Performance

Delivery Overview

Once you’ve completed setup, Sonar provides a Delivery Overview where you can track how Klaviyo-powered Sonar flows are performing compared to standard flows.

  1. Overview Panel

    • Status → Confirms if the integration is currently connected.

    • Active Flows → Total number of Sonar-powered flows running.

    • Lifetime Revenue → Total revenue generated from these flows.

    • Last Configured On → Date when Sonar was last configured.

  2. Key Metrics & Visualizations

    • Charts and data visualizations that highlight the incremental lift Sonar-powered events contribute to Klaviyo flows.

How to return to “Delivery Overview”?

  1. In Sonar, go to Data.

  2. Click Sonar Enrichment Settings.

  3. On the page that opens, click Send at the top.

  4. Click View next to Klaviyo.


Integration Settings

The Integration Settings page allows you to review and adjust the configuration you originally set up when connecting Sonar to Klaviyo. This is also where you can troubleshoot if events aren’t appearing as expected.

What can I adjust?

  1. Klaviyo Integration → Manage or disconnect your Klaviyo account connection.

  2. Pixel Settings → Confirm that the Triple Pixel (site + checkout) is active and properly configured.

  3. Event Controls → Toggle specific Sonar events on or off (e.g., Added to Cart, Checkout Started).

  4. Email Handling Rules → Update how Sonar should handle scenarios where a single customer is connected to multiple email addresses.

    • Send to the Klaviyo session profile (recommended): Events map to the most recent email used by the customer.

    • Send to all email profiles: Events are delivered to every associated profile (can result in duplicates).


FAQs

Q: Why aren’t my Sonar events showing up in Klaviyo?

  • Verify that the Triple Pixel is installed correctly on both site and checkout. Without it, no events will be captured.

  • Ensure Klaviyo is fully connected under Sonar → Enrichment Settings → Sonar Send.

  • Confirm the API key in Sonar is still valid.

  • Check Klaviyo → Analytics → Metrics to see if events are listed.

  • Allow up to 24 hours after initial setup for events to begin flowing.

Q: Why are events delayed?

  • Initial event syncing can take up to 24 hours.

  • For ongoing use, check Sonar → Delivery Overview to confirm events are being sent in real time.

  • If delays persist, recheck the Triple Pixel installation and confirm the API key is correct.

Q: Why are duplicate events or multiple profiles receiving the same event?

  • This usually happens when customers use multiple emails at checkout or signup.

  • In Integration Settings, ensure “Send to the Klaviyo session profile (recommended)” is selected.

  • If “Send to all profiles” is selected, events will be sent to every associated profile, which can create duplication.

Q: Why are some flows not triggering?

  • Confirm the flow’s trigger event is set to the correct Sonar event (e.g., Checkout Started – Triple Pixel).

  • Double-check that the flow filters don’t exclude the profile (e.g., excluding Placed Order may block test accounts).

  • Validate that the event is being received in Klaviyo → Analytics → Metrics → [Event] → Activity Feed.

Q: How do I confirm if an event is being tracked properly?

  1. In Sonar, go to Enrichment Settings → Delivery Overview to confirm the event is being sent.

  2. In Klaviyo, go to Analytics → Metrics, then click into the event to confirm recent activity is showing.

  3. If no activity is displayed, recheck the Triple Pixel installation and verify that the API key in Sonar is correct.

Q: How long does it take for Sonar events to sync to Klaviyo?

  • During initial setup, it may take up to 24 hours for events to begin appearing in Klaviyo. This is expected and not an error.

Q: What should I check before enabling live flows in Klaviyo?

  • Always validate that Sonar events are appearing correctly in Klaviyo Analytics → Metrics before activating any live flows. This ensures flows won’t misfire due to missing triggers.

Q: What if issues persist after I’ve validated everything?

  • If events still aren’t syncing correctly after confirming Triple Pixel installation, API key validity, and integration settings, escalate to Support 🌎.

  • Include screenshots from both Sonar and Klaviyo event logs in your support request for faster resolution.

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