Avg. 6 min read Message Scheduling and Prioritisation¶
Product Agents do not send emails immediately for every trigger.
Instead, they continuously evaluate eligibility, timing, relevance, and safety rules before scheduling or sending a message.
This article explains:
- How Product Agents decide if a message should exist
- How they decide when it should be sent
- Why messages can be delayed, replaced, or canceled
- What happens when messages are handed over to your email channel
How message scheduling works¶
When a trigger occurs, such as a purchase, a product view, or a price drop, Product Agents do not send an email straight away.
Instead, each trigger goes through a structured decision process:
- Evaluates whether a message makes sense
- Determines the best time to send it
- Checks whether another message is already scheduled
- Schedules, delays, or skips the message accordingly
This allows Product Agents to send fewer, more relevant emails instead of reacting blindly to every signal.
Why messages are sometimes delayed¶
Delays are intentional and expected behavior.
Messages may be delayed because:
- A later time is determined to be more relevant
- Another Product Agent message already occupies the preferred time window
- Global frequency limits would otherwise be exceeded
Delaying messages helps prevent customers from receiving multiple emails too close together.
Frequency limits¶
To protect customer experience and deliverability, Product Agents enforce global frequency limits.
In simple terms:
- A customer will not receive more than one Product Agent email within a day
- Frequency limits apply across all Product Agents
- If multiple messages compete, only the most relevant one is allowed to send
Lower-priority messages may be postponed or canceled as a result.
Message prioritisation¶
It is possible for multiple Product Agents to want to message the same customer around the same time.
When this happens:
- Messages are compared based on relevance and priority
- Only one message can occupy a given time window
- Lower-priority messages are postponed or canceled
This prioritisation happens automatically and does not require manual setup.
Why not every trigger becomes an email¶
Not every trigger results in a message.
Common reasons include:
- The customer or product is no longer eligible
- A higher-priority message replaces it
- Frequency or safety rules prevent sending
- The message becomes outdated before send time
This filtering is intentional and prevents Product Agent emails from feeling spammy or repetitive.
Frequency limits¶
To protect customer experience and deliverability, Product Agents enforce global frequency limits.
In simple terms:
- A customer will not receive more than one Product Agent email within a a day
- If multiple messages compete, only the most relevant one is sent
Lower-priority messages may be delayed or skipped as a result.
Consent and email availability¶
Product Agents respect your existing email setup and consent rules.
A message will not be sent if:
- The customer does not have an email address
- The customer has not given the required consent
- The selected channel does not allow sending
These checks happen automatically and cannot be overridden by Product Agents.
Klaviyo smart sending¶
If you use Klaviyo, smart sending rules also apply.
This means:
- Test or live emails may be blocked if a recipient was emailed recently
- Messages blocked by smart sending are treated as expected behavior
- Smart sending settings are controlled in Klaviyo, not in Product Agents
If a message does not arrive during testing, smart sending is one of the most common reasons.
Delivery and channel handover¶
When a message reaches its final scheduled time:
- Any related messages are automatically skipped
- No follow-up email is sent for that product
This prevents customers from receiving irrelevant reminders or promotions.
Message prioritisation¶
It is possible for multiple Product Agents to want to send a message to the same customer around the same time.
When this happens:
- Product Agents evaluate which message is most relevant
- Only one message is scheduled or sent
- Lower-priority messages may be postponed or skipped
This prioritisation happens automatically and does not require manual setup.
Incomplete or blocked setup¶
Messages may also fail to send if setup is incomplete.
Common setup-related reasons include:
- The email channel is disconnected
- The Klaviyo flow or email is not live
- Required template fields are missing
In these cases, Product Agents will not send messages until the issue is resolved.
What to do if you are unsure¶
If you are unsure why a message was delayed or not sent:
- Check the Messages or Schedule view in the dashboard
- Verify consent and smart sending settings in Klaviyo
- Confirm that the relevant agent is enabled
In most cases, the behavior is expected and designed to protect relevance and deliverability.
Next step¶
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