Some Retently survey campaigns let you apply filters to control which contacts are eligible to receive surveys. When filters are available and the campaign is enabled, any contact in Retently that does not meet the filter criteria will be excluded from the campaign and will not be surveyed.
The Matching Contacts Counter
Below the filters (when shown), you will see a counter indicating how many of your currently existing contacts in Retently match the selected filter rules. This number is a snapshot of your present contact list only. It does not project how many future contacts (ones that will be added later through imports, integrations, or events) will qualify and eventually receive surveys. Because of this, the counter should be viewed as an estimate for your current data, not as a forecast of total survey volume.
When Filters Are Missing
In some campaigns, you will not see filter controls at all. This usually means the campaign’s audience is being defined upstream, before data reaches Retently. For example, the sending system on your end might already segment contacts and only pass eligible ones to Retently, making campaign filters unnecessary.
When the Counter Is Missing
You may see filters but no matching contacts counter. In cases where the in-app counter could be misleading (for example, if most eligible contacts will be added only after the campaign starts), we hide it to avoid confusion. Surveys will still go out to contacts that meet the campaign’s rules at send time, even if no counter is displayed.
Key Takeaways
Filters exclude non-matching contacts from being surveyed.
The counter (when shown) reflects only contacts that already exist in your Retently account.
Future contacts that meet the filters can still receive surveys, even if they are not included in the displayed number.
Filters or counters may be hidden when segmentation happens outside Retently or when the displayed count would be misleading.