Where to add SMS into your Klaviyo automated flows
21 Aug 2023 · 3 min read
Based on our video from 21 August 2023
Last updated 29 October 2026
Where to Start with Klaviyo SMS
When ecommerce brands turn on SMS inside Klaviyo, they often make the mistake of trying to put text messages everywhere at once. They draft SMS steps into browse abandonment, post-purchase, winbacks, and every seasonal promo. That is a mistake.
SMS is an intrusive channel. It delivers straight to your customer's pocket with nearly instant open rates, which means you have to treat it with respect. In my books, you should start by adding SMS into exactly two flows: your welcome series and your abandoned checkout.
These two automations carry the highest buying intent across your entire store. By dialling them in first, you build list familiarity and capture revenue without annoying your newest subscribers.
Welcome Flow: The Instant Confirmation Text
The first place I like to add SMS is right at the top of the welcome series. This assumes you are already capturing phone numbers alongside email addresses on your site pop-ups or signup forms. The moment someone submits that form, we split the flow based on SMS consent.
If they have consented to SMS, send them a text immediately. Do not add a time delay here. Deliver their welcome discount code and a clean link straight back to your store while your brand is fresh in their head.
Sending immediately accomplishes two things. First, the subscriber expects the message because they just typed their number into your form. Second, it establishes immediate familiarity with your SMS marketing channel.
Welcome Flow: The Unused Coupon Follow-Up
The second welcome series text belongs right near the end of the sequence. For most of our clients, this step sits roughly 3 weeks after the initial signup. Its entire job is to remind non-buyers that their welcome offer is waiting.
You must set strict conditional filters before sending this message. We split the path to require two conditions: the subscriber has consented to SMS, and they have placed zero orders since starting the flow. If they have already bought from you, they never see this text.
This is a purely commercial reminder, so keep the copy brief. Remind them of the code they have not used yet, give them a direct link, and let the message do its job.
Abandoned Checkout: The 10-Day Recovery Text
The next essential placement is your abandoned checkout flow. Many store owners mistakenly call this an abandoned cart flow, but checkout abandonment captures shoppers who got all the way to entering their details before dropping off.
In our standard flow architecture, we let the primary email recovery sequence run first. After a delay of around 24 hours, we add a conditional split specifically for SMS. We filter for subscribers who have consented to SMS and have received zero SMS messages in the last 10 days.
If they meet those criteria, we trigger a short recovery text: a simple note saying we held their items, paired with a dynamic link back to their saved checkout. That 10-day restriction prevents shoppers from receiving back-to-back texts if they start multiple checkouts in a single week. I prefer to keep brand SMS sends down to roughly 1 or 2 messages per month per contact.
Dialling in Quiet Hours and Smart Sending
Adding SMS blocks into Klaviyo requires careful attention to two specific settings: Smart Sending and Quiet Hours. How you configure them depends entirely on where the message sits in the journey.
Initial Welcome SMS: Turn Smart Sending OFF and turn Quiet Hours OFF. This is an immediate opt-in acknowledgement with an incentive. If someone signs up at 11:00 PM, they want their coupon code immediately, not the following morning.
End-of-Welcome SMS: Turn Smart Sending ON and turn Quiet Hours ON. This is an unexpected sales push. Sending a promotional reminder in the middle of the night will trigger instant unsubscribes.
Abandoned Checkout SMS: Turn Smart Sending ON and turn Quiet Hours ON. While the 10-day filter already restricts frequency, keeping both settings active guarantees you stay compliant and respectful.
Treating these settings deliberately protects your sender reputation and keeps opt-out rates manageable as your list grows.
Final Thoughts
SMS works best when used sparingly. By focusing solely on your welcome series and abandoned checkout, you capture the bulk of available revenue without burning subscriber goodwill. Nail the conditional splits and quiet hour settings first, then consider expanding further.
Let Us Build Your Flows
If you want a fully integrated Klaviyo email and SMS setup built for your ecommerce store, take a look at our email and SMS automation services to see how we can handle the technical build for you.
I would add one more check before handing out a welcome discount: has this person ever bought from us? Joining the SMS list does not necessarily mean they are a new customer. When SMS signup comes after email collection, existing buyers can enter the welcome flow too.
Zero orders over all time: Use the introductory discount in their welcome message.
At least one order over all time: Send a simple confirmation welcoming them to SMS updates, without an introductory discount.
I use the same distinction in abandonment messages. For someone who has never purchased, I can reiterate their introductory discount. For an existing customer, I send the reminder without a discount code. The point is to distinguish a first-order incentive from a returning-customer reminder, rather than give away margin just because someone has joined the SMS list.
Where I Would Take SMS After the Core Flows
I would treat SMS as an addition to email, not a replacement. If someone has consented to both channels, an SMS branch should not automatically remove them from the email sequence.
Once the core flows are in place, there are two other uses I would consider:
A founder thank-you after purchase: I would add a 20-minute delay after the Placed Order event to give the immediate order confirmation some breathing room. Keep it to a short note of appreciation rather than another discount push, and restrict it to first and second-time buyers.
A targeted winback: I would create a branch for customers with exactly one lifetime purchase and wait until their usual replenishment or reorder window has passed before sending an incentive. That might be 60 to 90 days, depending on the catalogue, rather than a fixed deadline for every store. I would schedule the text for around noon in the customer's local time.
I would also leave delivery-based cross-sells and educational sequences in email. Cross-sells benefit from showing the products, while brand stories and longer guides need more room than a text gives them.
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