Overview
KnoCommerce integrates with Postscript, a Shopify SMS marketing platform, through Shopify Flow. By using survey responses to tag customers or orders in Shopify, those tags become available as triggers and filters inside Postscript — enabling you to launch targeted, personalized SMS automations based on how a customer answered a Kno survey question.
Example use cases include:
Sending an SMS welcome series to customers who said they discovered you via a friend or social media
Triggering a product recommendation flow based on a customer’s survey answer about their goals or preferences
Suppressing win-back SMS flows for customers who indicated they had a negative experience
Segmenting customers into SMS lists by their self-reported product interests or demographics
How It Works
This integration works through a three-step chain:
A customer completes a KnoCommerce survey on the Shopify checkout/thank-you page.
Shopify Flow is triggered by the Kno “New Survey Response” event. A workflow applies a customer tag or order tag based on the survey answer (e.g., kno-channel-instagram, kno-goal-weight-loss).
Postscript reads the customer or order tag and uses it to enroll the customer in an SMS automation, add them to a segment, or filter them into or out of a flow.
No code is required. All configuration is done through KnoCommerce, Shopify Flow, and Postscript’s visual builders.
Prerequisites
Before setting up the Postscript integration, make sure you have the following:
KnoCommerce on a Pro plan: Shopify Flow integration is only available on Pro plans.
Shopify Checkout Extension survey: Your Kno survey must be deployed via KnoCommerce’s Checkout Extensibility (on the order confirmation/thank-you page). Surveys via direct link or custom embed will not trigger Shopify Flow.
Shopify Flow app installed: Available for free on Shopify Basic plans and above. Install it from the Shopify App Store if you haven’t already.
Postscript account: An active Postscript account connected to your Shopify store.
Setup Guide
Step 1: Enable Shopify Flow in KnoCommerce
In KnoCommerce, navigate to Settings > Integrations > Shopify and confirm your base Shopify integration is connected.
Then navigate to Settings > Integrations > Shopify Flow and click Enable Integration.
Confirm both the base Shopify integration and the Flow integration are active before proceeding.
Step 2: Enable Flow Sync on Survey Questions
Go to Surveys in KnoCommerce and open the survey you want to connect.
For each question whose responses you want to use as tags, open the question’s Advanced Settings.
Under the Integrations section, toggle on Flow Sync. Repeat for every question you want to pass to Shopify.
Save and publish your survey.
Step 3: Build a Tagging Workflow in Shopify Flow
This is where you translate survey answers into customer or order tags that Postscript will read.
Open Shopify Flow from your Shopify admin (Apps > Shopify Flow) and click Create workflow.
Select KnoCommerce as the trigger source and choose the New Survey Response trigger.
Add a Condition to check the survey answer value (e.g., if question label equals “How did you hear about us?” and answer equals “Instagram”).
Add an Action: use Add Customer Tag or Add Order Tag (depending on how Postscript will consume the data). Set a consistent, descriptive tag name (e.g., kno-channel-instagram).
Repeat conditions and actions for each answer value you want to handle, or build separate workflows per question.
Name the workflow and turn it on using the toggle in the top-right corner.
Step 4: Use the Tag in Postscript
Once customer or order tags are being applied by Shopify Flow, you can use them in Postscript in several ways:
Automation trigger: In Postscript, create an automation that fires when a customer tag is added. Set the tag condition to match your Kno tag (e.g., kno-channel-instagram).
Subscriber segment: Build a Postscript segment filtered by customer tag to target existing subscribers for a campaign.
Flow filter: Use a tag-based condition inside an existing Postscript flow to branch or suppress messaging for specific customer groups.
Tag Naming Best Practices
Consistent tag naming makes it easy to manage your data across Shopify and Postscript. We recommend using a kno- prefix for all survey-generated tags:
Survey Question | Survey Answer | Recommended Tag |
How did you hear about us? | kno-channel-instagram | |
How did you hear about us? | Friend / Word of mouth | kno-channel-referral |
What is your primary goal? | Weight loss | kno-goal-weight-loss |
What is your primary goal? | Muscle gain | kno-goal-muscle-gain |
How was your experience? | Poor | kno-nps-negative |
Are you a new or returning customer? | New customer | kno-customer-new |
Troubleshooting
Tags are not appearing on customers in Shopify
Confirm the survey is deployed to the Shopify checkout/thank-you page (not a standalone link or embed).
Confirm the Shopify Flow integration is enabled in KnoCommerce Settings.
Confirm the Flow Sync toggle is turned on for the specific question in KnoCommerce.
Confirm the Shopify Flow workflow is turned on (not left in draft).
Postscript automation is not firing
Verify the tag name in Postscript exactly matches the tag being applied by Shopify Flow (case-sensitive).
Confirm the customer is an active Postscript subscriber (SMS consent is required for automations).
Check Postscript’s automation logs to see if the trigger was received but filtered or suppressed.
Some answers are not being tagged
In Shopify Flow, make sure you have a condition and action branch for every answer value you want to handle. Unhandled answers will pass through without a tag.
Check for trailing spaces or punctuation differences between the answer text and your Flow condition.
Frequently Asked Questions
Can I use both customer tags and order tags?
Yes. Customer tags persist on the customer profile and are generally better for long-term segmentation and automations. Order tags are scoped to a specific order, which is useful for post-purchase flows tied to that transaction.
Does this work for all Kno question types?
Yes. Any question type in KnoCommerce can have Flow Sync enabled, including multiple choice, open-ended, NPS, and dropdown questions. Open-ended answers will be passed as-is, so you may want to use Postscript segments rather than exact-match automations for those.
Will existing customers be tagged retroactively?
No. Tags are only applied to new survey responses after the Flow workflow is turned on. Historical responses are not reprocessed.
Is there a limit to how many tags can be applied per customer?
Shopify does not enforce a hard tag limit per customer, but it is good practice to keep tags clean and purposeful. Each enabled question can generate one tag per response, so a 5-question survey could add up to 5 tags per customer.
Additional Notes
Shopify Flow integration requires an Analyst or higher plan.
Surveys must be deployed via the Shopify Checkout Extension to trigger Flow.
Postscript’s tag-based triggers require that the customer has opted into SMS marketing.
For help with Postscript-specific configuration (automation setup, segment filters, etc.), refer to Postscript’s support documentation or contact their support team.