How to create a After purchase automation?

After a customer completes their purchase, it's a perfect opportunity to continue the conversation, build trust, and increase retention. This type of automation allows you to instantly engage with first-time buyers via Viber (or email or SMS) — whether it’s to thank them, offer helpful information, or incentivize the next purchase with a promo code.

In this guide, we’ll walk you through setting up an after purchase automation triggered by a customer's first order. The automation will send a personalized Viber message and can be further enriched with additional steps based on your goals.

Before you start, make sure you have:

• Created segment (e.g. “All customers that purchased X product”)

In case you are not sure how to create a segment or a form here are the links which will help you

• When using email as the communication channel, ensure your message template is ready before proceeding.

If you need help with creating email template here you can learn more.

Step-by-step: Creating After purchase automation 

Step 1: Start a New Journey

Navigate to Marketing Hub > Journey Builder and click Create New Journey. This is where you’ll set up the structure for your birthday automation and define the flow your customers will follow.

Step 2: Name Your Journey

Give your journey a clear and recognizable name, like “After purchasing X product”, so you can easily identify it later among your other journeys.

Step 3: Select the Entry Source

Select the Product Event that will trigger the automation. This defines which customer action starts the flow—for example, buying a specific product, or making any purchase at all. Choosing the right event ensures that your message is sent to the correct customers at the right time.

Step 4: Select Actions

Now it’s time to define what will happen in your journey. Choose the actions you want to take, including the communication channel. In our example, we’ll send after-purchase messages via Viber for a personal and timely touch. 

You can also choose SMS, email, or push notifications, depending on your goals and audience.

Step 5: Finish and Save the Journey

Always include a Journey End block to properly “close off” your journey. Once the journey is complete, save your work (click Publish) so it’s ready to be used.

Once you click “Publish”, you’ll be automatically redirected to the Journey Builder page, where your newly created journey will appear at the top of the list.

Step 6: Building the Automation Flow

To start building the flow, you can either:

• Click on + Create new flow directly from that page Journey Builder, or

• Navigate to the Automation tab and click + Create new flow there.

Step 7: Add Flow details 

Make sure that all fields are populated to your desired liking as well as making sure that appropriate Journey is chosen. 

In case you want to learn more about goals and actions check out Automation Studio.

Step 8: Select Type, Segment and Schedule

At this step, you’ll define three key settings for your after-purchase automation:

1. Type → Choose After Purchase to make sure the automation is triggered by a completed purchase.
2. Segment → Select a pre-made segment of customers you want to target. This allows you to personalize messages for specific groups.

     👉 If you want to learn more about creating segments, check out this link.

1. Schedule → Decide when the message should be sent, ensuring it reaches your customers at the optimal time after their purchase.

Step 9: Customize your message 
At this stage, you will create the message that will be sent to your customers. The options depend on the communication channel you selected when setting up the journey:

• Email → You can either use a pre-made template or create a new one on the spot.
• Viber / SMS → You can compose the message directly within this step.

In our example, we’ll continue with Viber and create a personalized message for the birthday automation.

👉 While composing the message, you can:

• Insert placeholders to personalize your text. Simply type / and a dropdown will appear with available fields (such as the customer’s first name). This way, each customer receives a message tailored to them.
• Add an image to make the message more engaging. You can either upload the image directly or paste a link to the image.

👉 Before saving, make sure to test your Viber message to check how it looks on the recipient’s device and confirm that placeholders, images, and links display correctly.

Once you are satisfied with the results, save your message. Then click Continue to move forward and complete your flow.

Step 10: Last step – Set the flow configuration

Now that your journey structure is ready, it's time to fine-tune the flow behavior and communication settings.

• Schedule 
  Define when the flow should start and end, so everything runs exactly when you need it to.
• Entry limits 
  Decide how many times a profile can enter the flow.

Now, click “Create Flow.” 

You’ll be redirected to the Automation page. Depending on your user level, the automation first has to be approved before it can be activated. Once approved and activated, your automation is ready to use!

However, in case you prefer a video tutorial, check out the video below.

Now you’re all set—good luck! If you have any questions, feel free to reach out to us.