Post-purchase upsells
Right after an order, customers are glad to hear from you. The post-purchase flow uses that moment for a friendly check-in and, if it fits, one more thing they’ll want.
The steps
- Address check. For a first order, or when the address looks new or incomplete, the opener checks the delivery address. It’s useful to the customer and earns the first reply. Regular customers with a known address skip it.
- First time or regular? The assistant asks how often they pick these up, so the next suggestion fits.
- Recommend. One product from your catalog: a refill or bundle for regulars, something that goes with their order for first-timers. Prices and stock come from your store.
- Code. If they’re interested and hesitate on price, a personal code from your discount ladder, with a link.
- Close. If they say no, the assistant thanks them and stops.
The first text goes out 10 minutes after the order by default. You can choose 5, 10 or 30 minutes, or 1 hour.
What it looks like
hey Ana, it's Mia from the Lumen team. thanks for your order! quick check, still sending to 12 Oak St?
yes that's right, thank you!
perfect. is this your first time trying the night serum, or are you a regular?
Good to know
- Recommendations only use your products, prices and the facts in your brand profile. The assistant never invents a deal.
- If something’s wrong with the order, the conversation goes to your team, not a sales pitch.