Build a Journey to thank customers post-purchase

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

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.