Klaviyo Abandoned Cart Flows and Phone Calls: A Timing Plan

Call first and email second: let Loop Voice call about ten minutes after the checkout is abandoned (its default delay), keep Klaviyo's first abandoned cart email at its 4-hour default, and let exactly one of the two systems send the cart's reminder text. Both sides stop on the same Shopify order (Klaviyo through the flow filter "Placed Order zero times since starting this flow", Loop Voice through its stop-on-order rule), so a shopper who buys after the call hears nothing more.

The rest of this post is the detail: who sees what, the timeline, the double-text problem, stop rules, consent, calling Klaviyo segments, and how to measure without counting the same order twice. If you have not built the email side yet, start with our abandoned cart email guide.

Be precise about the connection, because it shapes everything else. Loop Voice is not a step inside your Klaviyo flow, and Klaviyo does not trigger the calls. Loop Voice runs its own flow from Shopify's abandoned checkout event; Klaviyo runs its flow from its own Started Checkout metric. Each sends on its own clock.

• Klaviyo starts the flow when a shopper enters contact details at checkout and moves to the next step, then checks its flow filters before every message (Klaviyo's abandoned cart flow guide).
• Shopify counts the checkout as abandoned once it stays incomplete for more than ten minutes after the shopper enters an email (Shopify Help Center).
• Loop Voice's default abandoned-checkout flow waits about ten minutes after the checkout is abandoned, then calls, inside the shopper's local calling window. You can change the delay.

The two meet in three places: the Shopify order that stops both, Klaviyo segments that Loop Voice campaigns can call, and call outcomes that Loop Voice syncs back to Klaviyo. Anything else, such as who already got a text, you coordinate with timing and ownership rules, not with a live handshake.

Example: one abandoned checkout, default settings on both sides, no order until the end.

Klaviyo's pre-built abandoned cart flows wait 4 hours before the first message, and Klaviyo recommends 2 to 4 hours for the first email and a second one 20 to 48 hours later, with 2 to 3 messages in total and no coupon in the first. That spacing leaves the first hours to the call. If your first email goes out after 30 minutes, push it to at least an hour so the call has happened and any order has synced before Klaviyo checks its filter.

Keep one offer across both channels. Shoppers carry offers between them: in one of the calls in our public call library, the shopper asked early on for the extra 10% that a message from the store had promised. If the last email offers 10%, the agent's code should be 10% too, ideally as its own code so you can see which channel closed the order.

Double texting is the easiest collision to create, and for US shoppers it can also break the rules for cart texts. Klaviyo's US cart SMS compliance article lists one SMS per recipient in a cart abandonment flow, sent within 48 hours, to subscribers who came through double opt-in, among the requirements it attributes to the TCPA, CTIA or carriers.

Klaviyo will not catch the duplicate for you. Smart Sending (default windows: 16 hours for email, 24 for SMS) counts the marketing messages Klaviyo itself tried to deliver, so a text Loop Voice sent five minutes earlier does not exist as far as Klaviyo is concerned. Pick an owner per cart:

Option A is usually the better trade. The text arrives right after the shopper says yes to "Do you want me to text you a direct link back to your cart so you can finish faster?", which is the moment it is most useful, and only one system ever texts about that checkout. The real recovery calls we published show the agent offering the cart link at exactly that point.

Watch the morning, too. Klaviyo holds flow texts that fall in quiet hours until the next sending window (Klaviyo SMS quiet hours), and Loop Voice holds calls until the shopper's local calling window opens. A cart abandoned at 11 p.m. can produce a queued text and a queued call at the same minute next morning. Start the Loop Voice calling window at a different time from your Klaviyo SMS window, and remember that some states are stricter than 8 a.m. to 9 p.m.: Klaviyo's own guide notes Florida limits texts to 8 a.m. to 8 p.m.

Each system enforces its own rules. Line them up so the same events end the sequence everywhere.

Two gaps need a human decision. First, check whether an opt-out recorded in one tool reaches the other. If it does not, treat a stop in either channel as the end of that cart's sequence in both, and add the number to the Loop Voice do-not-contact list by hand. Second, Klaviyo only knows about a bad call through the outcomes Loop Voice syncs back, so check which call results appear on the Klaviyo profile before you build a filter on them.

Then test it with your own phone. Start a checkout with your number, abandon it, take the call, buy, and confirm two things: Klaviyo shows you skipped for failing the profile filter on email 1, and the Loop Voice flow shows you as stopped with the order attached. Our guide to Shopify abandoned checkout recovery covers checking the Shopify side.

The SMS checkbox at Shopify checkout covers texts. To collect it, turn on SMS under Settings > Checkout > Marketing options in Shopify, then in Klaviyo go to Integrations > Shopify > Sync settings and check "Sync your Shopify SMS subscribers to Klaviyo" (Klaviyo's setup steps). Klaviyo strongly recommends double opt-in on that list, and for US cart reminders its compliance article lists double opt-in and consent that covers cart reminders as requirements.

Calls are a different permission. AI-generated voices count as "artificial" voices under the TCPA (FCC declaratory ruling 24-17), and for artificial-voice telemarketing the federal rules define prior express written consent as a signed written agreement that clearly authorizes calls with an artificial or prerecorded voice to a specific number, with a disclosure that signing is not a condition of purchase (47 CFR 64.1200). A box that says "Text me with news and offers" says nothing about calls.

In practice: word your phone consent so it names calls as well as texts, store the consent record next to the number, and keep the SMS and call permissions as separate fields in both tools. On the call itself, Loop Voice agents name the store at the start and never claim to be human. Read our guide to the rules for calling shoppers before you switch calls on.

Flows handle speed: the call ten minutes after abandonment. Campaigns handle sweeps. In Loop Voice you can point an agent at a Klaviyo segment, set the campaign time zone, daily calling window and pace, see a credit estimate before launch, and let do-not-contact numbers drop out automatically; the campaign pauses if credits run out.

Klaviyo's segment builder combines "what someone has done (or not done)" conditions with a frequency, a timeframe and event property filters. Three segments worth calling:

1. Clicked but did not buy. Started Checkout at least once in the last 2 days, and Clicked Email at least once in the last 2 days, and Placed Order zero times in the last 2 days. These shoppers came back once and still stalled.
2. High-value abandoners. Started Checkout at least once in the last 3 days, filtered to a checkout value at or above your threshold, and Placed Order zero times in the last 3 days.
3. Returning customers who stalled. Placed Order at least once over all time, and Started Checkout at least once in the last 2 days, and Placed Order zero times in the last 2 days.

Klaviyo calculates these timeframes in UTC, so check the boundaries against your own time zone before you rely on a "last 2 days" cut-off. Frequency caps are set per agent, so run the campaign on the same agent as your recovery flow with a weekly cap, and a shopper the flow already called should not be called again by the sweep.

Both tools will claim the order. By default Klaviyo uses last-touch attribution with lookback windows of 5 days for email clicks, 5 days for email opens, 5 days for text clicks, 1 day for text opens and 12 hours for text deliveries (Klaviyo's attribution model). Loop Voice ties revenue to the Shopify order number, with an attribution window you set per workspace. A shopper who opens the 4-hour email and then buys during the next-day call lands in both dashboards.

So do not add the two numbers together. Instead:

• Count orders, not channel revenue. For each week's abandoned checkouts, count how many became orders within your window, whatever the dashboards say.
• Match the windows. Set the Loop Voice window to the same length as your Klaviyo email window so the overlap is easy to see. Klaviyo's attribution settings also let you exclude Apple Mail Privacy Protection opens, which keeps machine opens from claiming orders.
• Run a holdout. Leave a random share of abandoned checkouts uncalled and compare their order rate with the called group; our holdout test guide walks through the setup.

For a baseline, Klaviyo's 2026 benchmarks put the average abandoned cart email at $6.77 in revenue per recipient and the average text at $4.48, with click rates of 6.0% and 10.3%. The call has to add orders on top of what your flow already earns, which is exactly what the holdout measures. For how email, text and calls divide the work in general, see our guide to running email, SMS and calls together.

1. Shopify: turn off Shopify's own abandoned checkout email if Klaviyo sends yours (Apps > Messaging > Automations > Abandoned checkout emails by Shopify > Edit settings). Klaviyo's guide also says to turn off default platform messages to avoid duplicates.
2. Klaviyo flow: trigger on Started Checkout, add the filter "Placed Order zero times since starting this flow", and keep the first email at 4 hours (an hour at the very least).
3. Klaviyo SMS: remove the SMS step from the Started Checkout flow (Option A) or keep exactly one inside 48 hours (Option B).
4. Klaviyo offer: no coupon in the first email; put any discount in the last one, at the same value the agent can offer.
5. Loop Voice flow: keep the default ten-minute wait, confirm the stop conditions (order, do-not-contact list, negative call), set the calling window and the frequency cap, and give the agent its own discount code. The call script template covers what the agent should say.
6. Quiet hours: offset the Loop Voice calling window from the Klaviyo SMS sending window so the morning queue does not land all at once.
7. Test end to end with your own phone: abandon, take the call, buy, and check that both systems stopped.
8. Measure with a holdout before you add a second call or a campaign.