# Build a Journey to thank customers post-purchase

A post-purchase journey is a great way to thank your customers after they’ve completed an order and encourage repeat purchases with a follow-up offer.

### What you will learn

* Connect your Shopify store to trigger messages after purchase
* Set up channel conditions for SMS and WhatsApp subscribers
* Create and customize message templates for each channel
* Configure and publish your automated customer journey

### Before you start

Make sure:

* You’ve already created the SMS and WhatsApp message templates you want to send.
* Your Shopify connector is installed.
* Both WhatsApp and SMS channels are installed and ready.

### Step by step guide

#### 1. Create a new journey

* Go to **Marketing** > **Journeys** in the left navigation.
* Click **Create journey** in the top right corner.
* In the Journey gallery, select the Post-purchase Thank You template for multi-channel (SMS and WhatsApp).

<figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2Fj90wnwAIanRu627XMFRV%2FScreenshot%202025-10-22%20at%2012.08.29.png?alt=media&#x26;token=ac103146-215c-4274-82cb-7b076d016380" alt=""><figcaption></figcaption></figure>

#### 2. Review requirements

* A checklist will confirm if all necessary integrations (e.g., Shopify, WhatsApp, SMS) are installed.
* If everything is set up correctly, proceed to **Use journey**.

<figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2FDz1ve8Wt9jK3gzlptPBy%2FScreenshot%202025-10-22%20at%2012.10.05.png?alt=media&#x26;token=5295c623-c3f2-49fd-be50-ecda0e00fe4d" alt=""><figcaption></figcaption></figure>

#### 3. Set up the trigger (Shopify connector)

* In the trigger step, select the event that will start the journey: choose **Order Confirmed** from the Shopify event dropdown.
* Select your connector instance (useful if you manage multiple stores).
* Click **Save**.

<div align="left"><figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2FQ5DFjTsbejfTZKe31iL1%2FScreenshot%202025-10-22%20at%2012.14.12.png?alt=media&#x26;token=54102a93-3f15-4e78-bc1c-8b8d6fa41781" alt=""><figcaption></figcaption></figure></div>

#### 4. Configure the condition step

* This step checks whether the contact is subscribed to WhatsApp or SMS.
* The condition includes:
  * Verifying the contact has a phone number.
  * Confirming they’ve opted in to either WhatsApp or SMS.
* There are two branches:
  * One for WhatsApp-subscribed users.
  * One for SMS-subscribed users.
* Click **Save**.

<figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2FCTf7c7QCi45ob1UxXHjr%2FScreenshot%202025-10-22%20at%2012.13.23.png?alt=media&#x26;token=630cc58b-fde1-4396-8a19-4ca95b9890b9" alt=""><figcaption></figcaption></figure>

#### 5. Add a WhatsApp message

* In the WhatsApp branch:
  * Click on the **Send a message** step.
  * Select your WhatsApp channel.
  * Choose your thank you template from the template library.
  * For example: a message thanking them for their order and offering a shipping discount on their next one.
  * Click Select Template, review it, and click **Save**.

#### 6. Add an SMS message

* In the SMS branch:
  * Click on the **Send a message** step.
  * Select your SMS channel.
  * Choose your SMS thank you message from the library (with similar content as the WhatsApp version).
  * Review, customize if needed, and click **Save**.

#### 7. End the journey

* Click the **End Journey** step at the end of both branches.
* Optionally, you can name this step (e.g., “Success”).
* Click **Save**.

<figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2FqZo8zvwBqJCm7X4dQ9ix%2FScreenshot%202025-10-22%20at%2012.23.13.png?alt=media&#x26;token=c28beccb-503a-47ad-90ef-bd577e88ce29" alt=""><figcaption></figcaption></figure>

#### 8. Publish the journey

* Click **Publish** in the top right corner.
* Enter a version name and an optional description to track this version of the journey.
* Click **Save** to confirm and go live.

<figure><img src="https://3861485111-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FU9kiDiTGVD8kkbnKKyEn%2Fuploads%2FkxMKFoGTA93wBseb4poL%2FScreenshot%202025-10-22%20at%2012.24.17.png?alt=media&#x26;token=c5d47bfc-f0e2-4c40-ab40-1293b1a7c34b" alt=""><figcaption></figcaption></figure>

Your post-purchase thank you journey is now live and ready to engage customers with timely messages on the right channels.