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 a message is handed over to a 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.

Message Limits¶

Product Agents include built-in rules that control how often a single recipient can receive messages. These rules protect your customers from being over-contacted and help maintain a healthy sender reputation.

There are two layers of control: a fixed system rule and optional custom limits you configure per channel.

Fixed system limit (always enforced)¶

A hard limit of 1 message per recipient per day is always enforced across all channels. This cannot be disabled or overridden.

Custom limits (optional)¶

You can add additional limits per channel to further restrict how many messages a recipient can receive within a given time window.

Each custom limit requires:

Channel — which channel the limit applies to
Message limit — the maximum number of messages allowed within the period
Period (days) — the rolling time window in days

Example: Setting a limit of 3 messages over 30 days means a recipient who has already received 3 Product Agent emails via Klaviyo in the past 30 days will not receive another until the window clears.

To add a custom limit, go to Settings → Message Limits → + Add limit.

What happens when a limit is reached?¶

Messages blocked by a frequency rule are skipped, not queued. Skipped messages do not consume credits.

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
Frequency, consent, 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.

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.

Channel handover¶

When a message reaches its scheduled send time, Product Agents hand it off to the connected channel for delivery. At that point:

Any related follow-up messages for that product are automatically skipped
No further reminders or promotions are sent for that item

This prevents customers from receiving redundant messages after a send has already occurred.

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¶

If you want to understand how usage is calculated and how billing works, continue with:

Billing & Usage