Klaviyo | Syncing your Contacts

Klaviyo > Sinch MessageMedia

• Phone Number
• First Name
• Last Name
• Email
• Opt-out status (Value in SMS consent property)

Sinch MessageMedia > Klaviyo

•  Opt-out status (Sync real-time to Klaviyo)

Handling opt-outs

When an opt-out request is received from a recipient, Sinch MessageMedia marks that contact as opted-out and also sends that status to the Klaviyo side. This update will then reflect in the 'SMS Consent status' of the Klaviyo contact.

There are a few bits and pieces to look at when it comes to setting up contact sync:

• How to configure contact sync and set-up the integration
• How to enable or modify contact sync for an existing Klaviyo connection
• How to manually trigger contact sync
• Learn about different types of SMS consents in Klaviyo

1. Go to Integrations in the Sinch MessageMedia Hub main menu and click on the Klaviyo tile.

2. To proceed with the Klaviyo integration, click on the “I agree” button..

2. Add the API Key from your Klaviyo account.

3. Choose which SMS Consent method is right for you : 

• Inferred Consent : Sinch MessageMedia Hub will sync customers that have actively opted-in to SMS Marketing as "subscribed by default," and unsubscribed contacts will be synced to the Hub as ‘unsubscribed’ for visibility.
• Explicit Consent : Select this option when a customer provides you with their phone number. There's a reasonable expectation that, in providing their number, they'll receive SMS Marketing without the need to expressly opt in. These profiles will therefore have the SMS consent status set as 'Never subscribed.' The Hub will recognize these contacts as "subscribed" and update their subscription status as such.

For more information on the various consent types in Klaviyo, click here.

4. Click Connect

To keep the syncing process as efficient as possible, the Sinch MessageMedia Hub allows you to isolate which groups you'll be using for SMS campaigns. This removes the need to consistently sync a high volume of data if you have a large contact database in Klaviyo.

Tick the checkbox next to the Klaviyo lists or segments you plan to utilize for SMS campaigns. Then click Next to sync only these chosen lists with the Sinch MessageMedia Hub.

5. Review the list and opt-in settings, and then click Update.

6. You'll get a notification alerting you when the connection is up and running, just click Got it!, and you're good to go as soon as the contact sync is complete:

1. Go to Integrations in the Sinch MessageMedia Hub main menu, and click on the Klaviyo tile.

2. Make sure you're in the Contacts tab.

3. Change your checkbox selection next to your contact lists.

4. Click on Update.

Because automatic contact sync only occurs every 24 hours, on occasion you may want to manually trigger contact sync with Klaviyo. This might be because you want to send an SMS campaign using contact information that was updated in Klaviyo after the most recent sync with the Sinch MessageMedia Hub.

There are two different locations where you can see your sync status and trigger a manual sync:

1. In the Campaign builder:

2. In Contacts & groups:

Whenever you trigger a manual sync, you'll get an alert:

You can only trigger one manual sync at a time, so once you click on Okay, continue with Manual Syncing, it'll become unavailable until the manual sync has finished.

There are 3 main types of SMS consent in Klaviyo

1. Subscribed - This symbol indicates that the profile is able to receive marketing because they have subscribed for the corresponding channel and are not suppressed.

2. UnSubscribed - This symbol indicates that the profile is unable to receive marketing through the channel.

3. Never subscribed - Means the profile has neither subscribed nor opted out of email marketing. They are able to receive emails (e.g., an abandoned cart flow email), but you should exercise caution when contacting them.

When syncing contacts with Klaviyo, there are several important factors to keep in mind to ensure a smooth and efficient process:

• Sync Duration: Due to Klaviyo API rate limits, syncing contacts can take approximately 4 hours per 100,000 contacts. Please plan your campaigns well in advance to accommodate this syncing time.
• Estimating Sync Time: The sync time is calculated based on the total number of Klaviyo profiles in your account, not just the contacts in the selected list from the MessageMedia side. Therefore, estimate the completion time based on the total number of contacts in your Klaviyo database.
• Avoid Manual Contact Uploads: If you have enabled Klaviyo contact sync, avoid performing manual contact uploads. Manual uploads can interfere with the sync process, resulting in manually updated numbers not syncing properly or failing to pass back their opt-out statuses.
• Duplicate contacts: Profiles with duplicate mobile numbers will be discarded because we use mobile numbers as our primary identifier. Only one profile will be synced per mobile number to ensure that each contact remains unique.
• Adding a New List: If you have made new lists since your last sync, follow these steps to modify the sync and tick those new lists before hitting the manual sync button.
• Sending While Syncing: You can continue to send messages to your current lists while a new sync is in progress. The sync process updates your contacts at the end, allowing you to continue your campaigns without interruption.