Post-purchase follow-up

The moment after a purchase is when your customer is most engaged. This playbook confirms the order, helps them get value from it, and then earns a review or a second sale — all on autopilot.

Build it

1. Trigger on the purchase. Go to Campaigns → New and set the trigger to event on the purchase event. Make sure your checkout emits purchase with order properties like order_id, product_name, and total through the Events API.
2. Send an order confirmation. As the first step in the flow builder, add a send message step that confirms the order. Use WhatsApp or Email and personalize with {{ order_id }} and {{ product_name }}.
3. Help them use it. Add a delay of about 3 days, then a send message step with shipping status or a how-to-use guide so the product delivers on its promise.
4. Ask or cross-sell. Add another delay, then a final send message step that requests a review or recommends a complementary product based on what they bought.

Tips

• Pace the sequence to the product — a fast-consumed item warrants a quicker review ask than a durable one.
• WhatsApp works well for confirmations and shipping updates thanks to high open rates; keep those messages transactional and concise.
• Store order attributes on the contact so later steps can reference them without re-sending the event.

Next steps

• Send purchase data with events.
• Sequence the steps in the flow builder.
• Configure the WhatsApp channel.