Why set up this flow?
❤️ Collect new positive reviews on your review platform (TrustPilot, Judge.me, Avis Vérifiés, etc.)
👤 Collect new opt-ins for your WhatsApp club
👀 Our clients see WhatsApp opt-ins increase by up to 30% by encouraging satisfied customers to join their WhatsApp club.
How to set up this flow?
The structure for the NPS flow is available in your template library 👉 Go to Flow > Library > Post-Purchase NPS – WhatsApp Club to add it to your workspace and customize the messages.
Step 1️⃣: How to trigger this flow?
Via Shopify: with our native integration
The flow triggers automatically from Shopify orders, with no extra setup needed.
Via Klaviyo: with our native integration (simplified webhook)
👉 How to create a webhook between WAX and Klaviyo
Via another CRM: through our Webhook system
👉 For step-by-step setup (generating the URL and Bearer Token on the WAX side, creating the action on the CRM side, building the JSON body, testing the webhook), follow our dedicated guide: Setting up a trigger via an external tool.
⚠️ If the webhook fails (invalid URL, external tool unavailable, etc.), you can check "Trigger fallback path on error response" on the Webhook block to define an alternative path instead of leaving the contact stuck.
💡 Want to also send the NPS response back to your CRM? Check out our guide on sending data from WAX to your CRM, Zapier, or Make (outgoing webhook).
Step 2️⃣: Add a timer
Our recommendation 👀: This flow is usually sent 10 to 15 days after purchase, depending on the type of products you sell.
Step 3️⃣: Ask for your customers' feedback
Ask your customer about their order experience. Depending on their response, you can offer them a tailored scenario.
If positive feedback 💌: Invite your customers to share their review on your review-collection tool (TrustPilot, Judge.me...).
If negative feedback ❌: Offer reassurance messages, customized based on your customers' support feedback (delivery delays, quality, customer service, etc.).
Step 4️⃣: Collect new opt-ins
This NPS flow isn't just a chance to collect reviews, it's also a great moment to invite satisfied customers to join your WhatsApp club. After a positive response, add a WhatsApp club opt-in invitation to the scenario.
💡 To understand in detail how to build this opt-in collection into the Post-Purchase NPS flow (invitation message, best practices, examples), check out our dedicated guide: Collecting opt-ins via the Post-Purchase NPS flow
To avoid contacting people who are already subscribed, it's recommended to exclude customers who are already members of your WhatsApp club from this invitation. Use a Conditional Split block for this, which lets you segment customers based on their tags, contact attributes, and specific Shopify variables.
For this flow, it's recommended to exclude customers already signed up to the WhatsApp Club. To do this, apply the following condition:
To add the variable, click on the Conditional Split block.
👉 Learn more about the Conditional Split
👉 Learn more about Tags and Attributes
Tips & advice for the Post-Purchase NPS flow
❤️ Thank your customers: To express gratitude to customers who leave a review, offer them a reward (e.g., a discount on their next purchase, entry into a giveaway, etc.). These small gestures strengthen the relationship with your customers and show your appreciation for their feedback.
Examples of Post-Purchase NPS flows
Examples of Post-Purchase NPS flows
