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.

Setup Walkthrough Video

This video will walk you through each step of the process outlined below to ensure you are fully set up for success!

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:

Configuring Sonar Send

Head to Sonar settings > Klaviyo. Click Save and Continue to begin the self-setup.

1. Get Started

Begin your Sonar setup by enabling the following two Pixel components:

Theme App Embed
Web Pixel Extension

These components are required to send Checkout funnel events like "Initiate Checkout" or "Add Payment Info".

If you have an alternative Pixel installation (such as Headless), select that option to skip this step.

2. Connect to Klaviyo

Before we are ready to configure Sonar, let's ensure you have connected your Klaviyo account to Triple Whale.

Updated Klaviyo Connection

If you previously used an API key to connect your Klaviyo account, you will need to disconnect and reconnect Klaviyo to provide the required permissions for sending enriched session data.

3. Send Events

Sonar Send will send any events you select below as custom Klaviyo events with the name of the event appended with "Triple Pixel" (For example: “Added to Cart - Triple Pixel”).

These events can be used to build segments and trigger Klaviyo Flows. Each event is sent with relevant metadata properties that allow for segment filtering and personalizing the contents of any message triggered from these events. View the list of event properties sent with each event here.

Handling Customers with Multiple Emails

Often, a site visitor is connected to multiple email addresses from previous sign-ups and orders. Select one of the provided options to determine which profile(s) should receive the events.

Send to the Klaviyo session profile; or, in cases where Klaviyo did not recognize the visitor, send to the most recent email used by the customer.
Send events to all email profiles connected to the user

4. Confirm Events Delivery

Once you are satisfied with the configuration settings, click Save Configuration. Although we will automatically monitor and validate the setup for you, you can manually validate the setup in two ways:

Confirm events delivery from Triple Whale: View your Klaviyo delivery overview to see if the total events sent column is being populated with events. You may need to wait 24 hours or more to see if events are being sent.
Confirm Klaviyo is receiving events: Go to your Metrics page in Klaviyo to confirm you are receiving Sonar Send events. Once you confirm that Klaviyo is receiving events, you can proceed to enabling your new Sonar-triggered flows.
1. Verify each event is present: In the Metrics page in Klaviyo, confirm that each event you configured is present.
2. Confirm event activity: Click into each event and confirm that the activity is being tracked in Klaviyo.

Locating the Events in Klaviyo

Events will begin sending through the Events API and will appear in the Klaviyo Metrics page as:

"Active on Site - Triple PIxel"
"Viewed Product - Triple Pixel"
"Add to Cart - Triple Pixel"
"Checkout Started - Triple Pixel"

Configure New Abandonment Flows

If a user adds items to their cart but does not complete the purchase, Triple Whale's Sonar data can trigger an "Abandon Cart" email — even if Klaviyo's pixel did not capture the event or user profile.

This step will help you configure abandonment flows that will allow Sonar to match more events back to profiles, trigger more abandonment flows and increase your abandonment flow revenue.

To configure new abandonment flows, you will need to do the following for each flow.

Need Help Setting Up Flows?

Use the step-by-step guide below to configure your flows correctly. Or, book a call to get professional help from a Triple Whale expert

Here are the step-by-step instructions to configure these flows effectively.

1. Clone Flow

In your Klaviyo account, clone the relevant abandonment flow for the Sonar metric you want to configure.

For example, clone your “Abandon Cart” flow for creating the “Added To Cart - Triple Pixel” metric.

If you don't have an existing abandonment flow to clone, simply create a new flow and use the Sonar Send event as the trigger.

2. Rename the new, cloned flow

Give the flow a name that indicates it is related to Triple Whale or Sonar (e.g., “Abandoned Cart - Triple Whale”)

3. Modify Trigger Event

Replace the default trigger event, such as "Viewed Product" or "Added to Cart," with the corresponding Triple Whale custom event (e.g., "Viewed Product - Triple Whale")

4. Setup Profile Filters

Edit the flow by updating the profile filters to ensure only customers who have not received your original abandonment flow will receive your Sonar Send-triggered flow.

Exclude visitors whom Klaviyo has already tracked through the matching standard event
1. Add a new profile filter to ensure that users who have received the default flow are excluded from receiving the cloned flow. To do this, add a new profile filter condition +AND:
  1. What someone has done (or not done)
  2. Added to Cart (or any other corresponding standard event)
  3. Zero times
  4. Since starting this flow
Exclude visitors who have already received your original flow
1. Add another profile filter with the +AND condition:
  1. When someone has done (or not done)
  2. Received Email
  3. Where Flow = {choose your existing standard abandonment flow}
  4. Zero Times | in the last 1 days
Exclude visitors who have gone on to complete a purchase
1. If you cloned your standard flow, there should already be existing filters to exclude visitors who have gone on to Complete Checkout.
2. If this filter doesn't exist, add a new profile filter with the +AND condition:
  1. When someone has done (or not done)
  2. Placed Order
  3. Zero times
  4. Since starting this flow
Exclude visitors who viewed a product that is out of stock [Browse Abandonment / Product Viewed Flows]
1. Create a new Trigger Filter:
  1. 'Variant Inventory Quantity' Is Greater than 0

5. Update Dynamic Field Content

Update the dynamic contents of your flow messages to use the dynamic fields available with the Sonar Send events. This is important to ensure your message contents are displayed properly.

In your flow, find any message with dynamic content. Click the three-dot menu icon and select Edit.
Locate any content with dynamic fields, such as the product feature field in the screenshot below. Any dynamic fields should be updated with the case-sensitive text related to the product associated with the trigger event.
For a list of available dynamic product fields, click Preview & Test and review the Event Properties in the righthand column. Click on the desired property to copy it.

Avoid Editing Universal Content

If the content in your emails features universal content, be sure to Unlink and edit independently to avoid altering the dynamic fields in unrelated flows where different fields are required.

Closing the preview and returning to the editor, replace the existing dynamic field/s with the properties you just copied. Once you have replaced all dynamic product fields, click Preview & Test again to ensure that the dynamic content is populating correctly. You may also want to send yourself a test email to verify that all links go to the desired destination.

Price & Currency Fields

Unlike some standard flows, Sonar sends the price and currency fields separately. In updating fields in your flow, ensure adding both dynamic fields so as to display the price along with the currency denomination, or use the currency format function: {% currency_format event.Price|floatformat:2 %}.

Once you are done, you can save the email. Continue to make the same updates for each message in your flow.

Updating Checkout Abandonment Flows

For checkout abandonment flows, the dynamic content of the email often contains dynamic tables (such as a list of the items in the cart). Because carts can contain any number of products, the field schema in the Sonar Send Checkout Started event differs from the other events so as to support loading the content into a dynamic table element.

To configure a dynamic table that displays a list of cart contents:

Click on the email element that contains the dynamic table
Go to Table Settings
In the variable list settings, paste the name of the row collection field
- For instance, for the list of products in the cart, use event.extra.line_items
Alias the row (in the case of an item list, you can leave the existing row alias of item)
Whenever you want to reference a property of an item in the list of cart contents, the dynamic field can now be appended with the alias "item" to allow iteration through the list of items.
- For instance: {{ item.product.title }} will grab the list of item product titles and display each instance in a table row.

6. Preview and Test

Preview and validate your flow messages to ensure that dynamic content and links work as expected. Make sure to Save your changes.

Klaviyo Dynamic Field List

For a complete list of Dynamic Field names for use in updating your Dynamic Field content, see the article: Klaviyo Dynamic Field List

Add some time buffer to your time delay step (optional)

You may also want to add an additional time-based action to delay the cloned flow by 10 minutes or more to ensure that your original flow has time to execute before sending emails from the cloned flow.

Previewing Segment for Projected New Customers

Before you configure your new Abandonment flow using Triple Whale’s enriched events, you may be interested in getting a sense of how many additional customers you might reach with your new flow.

To understand how many more visitors would have received abandonment emails once configured, you can use Klaviyo's Lists and Segments tool.

Create a new segment, and configure it with the following AND conditions:

Definition 1:
1. When someone has done (or not done)
2. Person has Added to Cart - Triple Pixel
3. At least once
4. In the last 7 days
+AND Definition 2:
1. When someone has done (or not done)
2. Person has Added to Cart
3. zero times
4. In the last 7 days

The segment builder will now give you a preview of the number of segment profiles that would have received the enriched Triple Whale abandonment flow in the last 7 days.

Building Segments from Post-Purchase Survey Responses

If you are using Triple Whale's post-purchase survey tool to collect survey responses from your customers, you can elect to have Sonar send customers' survey responses back to Klaviyo as an event. By doing so, you will have the ability to build segments from your survey respondents based on their answers to your survey questions.

In Klaviyo, survey responses will appear as the metric "Survey Answer - Triple Pixel". Any time a post-purchase survey is submitted, this event will be sent to Klaviyo. The properties of the event will correspond to the questions in your survey, and the values of those properties will be set to the answers provided by the customer.

To use this data for building a segment:

Go to Audience > Segments & Lists in Klaviyo
Click Create New > Create Segment
In the segment builder, configure the following conditions:
1. What Someone has done (or not done)
2. Person has
  1. "Survey Answer - Triple Pixel"
  2. At Least once
  3. in the last X days
3. Add a filter
4. Where {select your question} equals {select your desired response value}

Frequently Asked Questions

1. How does Sonar handle visitor opt-outs?

In cases where a visitor to your site has opted out of tracking, the Triple Pixel will not fire and collect any data about that user's visit, and Sonar Send will not send any data about that visitor to Klaviyo.

2. What if I already have a Klaviyo enrichment solution in place?

If you have an existing solution in place for enriching Klaviyo with additional visitor and event data, it is safe to run Sonar in parallel. Every event sent by Sonar Send to Klaviyo is sent as a custom event specific to Triple Whale and will not interfere with default Klaviyo event tracking or events from other providers.

3. We are hearing complaints about users receiving multiple emails. How can this be resolved?

If you receive complaints about sending duplicate emails to irrelevant email addresses, change the Sonar Send Settings to only send to the Klaviyo session profile or the last used email.