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Build a Journey to thank customers post-purchase

Strengthen customer relationships after purchase with timely follow-ups

Video guide

Video guide

Video guide

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

Step by step guide

Step by step guide

Step by step guide

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.

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.

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.

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.

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The complete AI-native platform that scales with your business.

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© 2025 Bird