Build a Journey to thank customers post-purchase
Strengthen customer relationships after purchase with timely follow-ups
Learn how to create a post-purchase thank you journey in Bird. In this guide, you'll learn how to:
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.
1. Create a new journey
Go to Marketing > Journeys in the left navigation.
Click Create 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 the template.
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.
