Build a Journey to thank customers post-purchase

Strengthen customer relationships after purchase with timely follow-ups.

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).

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.

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.

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.

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.

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.

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