Account: Your Retently workspace or tenant. Not a customer, company, or user.

Customer: The individual who receives surveys and submits feedback. People also say contact, person, recipient, or respondent.

Company: A grouping of customers by their employer or organization. Not the same as your account.

User: A team member or seat inside your account (the people you assign responses to). Not a customer.

Feedback: One survey response. It can be a single score or answers to several questions, along with tags, topics, and attributes. Also called a response, answer, rating, or submission.

Campaign: A survey campaign. Surveys are always sent inside a campaign, so when someone says "the NPS survey" they usually mean the campaign.

Outbox record: One survey sent to one recipient, with its delivery status (sent, opened, responded, bounced, opted out) and date. To answer "how many surveys did this customer receive?", count that recipient's outbox records.

Queue: Surveys that are scheduled or pending and not yet sent.

Tags: Tags exist on both customers and feedback, and the two sets are separate. Customer tags and feedback tags are managed independently.

Attributes vs Properties: Used interchangeably, with a subtle difference. "Attributes" is the umbrella term and covers both properties and tags. "Properties" usually means the custom fields only. Some people say "traits"; Retently has no such entity, so treat it as attributes or properties.

Topics: Themes detected on feedback, each with its own sentiment.

Score vs Rating: Not the same thing. A score is a computed metric for a group of responses (NPS, CSAT, CES). It follows a formula and is never a plain average. A rating is a single answer within one response (for example a 0 to 10 NPS answer or a 1 to 5 CSAT answer). When someone says "responses with a score of 6 or lower," they mean the rating. A per-response threshold refers to the rating; a single number for the whole account or a segment refers to the score.

get_campaign: Get one campaign by id, with its config and latest aggregate score.

list_campaigns: List the account's campaigns (name, metric, enabled or disabled state).

search_campaigns: Search campaigns by name, metric, and enabled state.

get_company: Get one company by id, with firmographics and CX metrics.

list_companies: List the account's companies with firmographics and CX metrics.

get_customer: Get one customer by id, with tags, source, and survey subscription status. Personal details (email, name, custom properties, location) appear only with PII read access enabled.

list_customers: List the account's customers, newest first, with tags, source, and subscription status. Personal details appear only with PII read access enabled.

search_customers: Search customers by company, tag, custom attribute, or name and email. Name and email search needs PII read access enabled.

create_customer: Create a new customer with email, profile fields, tags, and custom properties. If the email already exists, use update_customer instead.

update_customer: Update a customer's profile fields, tags, or custom properties. Tags and custom properties replace the existing set rather than adding to it.

unsubscribe_customer: Unsubscribe a customer from survey emails, with an optional opt-out reason. A customer who is already unsubscribed stays unchanged.

get_digest: Get one digest report by id: scores, deltas, themes, AI summary, and HTML or PDF links. Detractor comments and customer identity appear only with PII read access enabled.

list_digests: List generated digest reports, newest first, with scores and report links.

add_feedback_note: Add an internal note (not visible to the customer) to a feedback response.

aggregate_feedback: Aggregate feedback counts and average score by campaign, metric, channel, score, topic, tag, or company. The average is a plain mean, not an NPS, CSAT, or CES, so use get_score for the real score.

assign_feedback_user: Assign a feedback response to a team member, or unassign it.

get_feedback: Get one feedback response by id, with its answers, tags, and topics. Customer identity appears only with PII read access enabled.

get_feedback_replies: Get the reply thread for a feedback response, oldest first, with a last-reply summary. Reply sender identity appears only with PII read access enabled.

list_feedback: List feedback for the account, newest first, with score, answers, tags, and topics.

list_recent_feedback: List the most recent feedback, optionally within the last N days.

list_feedback_statuses: List the account's feedback workflow statuses.

reply_feedback: Send an email reply to the customer who left a feedback response (closing the feedback loop).

resolve_feedback: Resolve or reopen a feedback response, or set its custom workflow status.

search_feedback: Search feedback by comment text, campaign, metric, and score range.

set_feedback_topics: Replace the full set of topics on a feedback response.

star_feedback: Star or unstar a feedback response to bookmark it for later.

tag_feedback: Add or remove tags on a feedback response. Feedback tags are separate from customer tags.

import_feedback: Import a batch of historical or external feedback into a campaign, creating customers as needed. Imported feedback does not send emails or reminders.

apply_feedback_filter: Apply a filter (built from describe_filters) to the account's feedback.

describe_filters: List the available filter options (dates, campaigns, customer attributes, feedback fields) for filtering feedback.

list_recent_filters: List your recently used feedback filters.

list_saved_filters: List the account's saved feedback filters.

get_integration_status: Get one integration's connection health and last sync status.

list_integrations: List the account's integrations with their connection status and health.

get_account_plan_usage: Get the account's plan usage against its limits (surveys, campaigns, trends, customers).

list_account_attributes: List the account's custom customer properties.

list_customer_tags: List the customer tags in use on the account. Customer tags are separate from feedback tags.

list_feedback_topics: List the feedback topics defined for the account.

list_outbox: List sent surveys with their delivery status (sent, opened, responded, bounced). Can be filtered by campaign, tag, and date only (no per-recipient filter). Recipient email appears only with PII read access enabled.

get_outbox_stats: Get survey delivery totals (sent, opened, responded, bounced, opted out).

list_products: Rank your products by customer feedback: score, change versus the previous period, response counts, promoter, passive, and detractor split, and the top complaint topic for each product. Products with few responses are flagged so their scores are not ranked against the rest.

get_product_analysis: Get the full analysis for one product: score, response volume, negative rate, repeat-buyer rate, score distribution, ranked complaint topics, breakdowns by customer type, order count, shipping country, and campaign, plus the products most often bought with it.

get_product_trend: Get the negative-rate trend for one product over time, with spikes flagged against its usual baseline.

list_product_feedback: List the individual survey responses that mention one product, with score, comment, sentiment, date, campaign, and order details. Customer identity and shipping location appear only with PII read access enabled.

get_queue_status: Get how many surveys are queued and waiting to be sent.

get_monthly_stats: Get a metric's monthly trend over the last 12 months.

get_campaign_report: Get delivery stats and score trend for one campaign or all campaigns.

get_score: Get the true NPS, CSAT, or CES for the whole account or a specific segment, with the promoter, passive, and detractor breakdown. This is the only correct way to get a score. A plain average is not a valid NPS, CSAT, or CES.

get_topic_stats: Get each topic's volume, sentiment split, and change versus the previous period.

get_topic_analysis: Get the full analysis for one topic, as on its topic page: score impact and change, coverage, and breakdowns by score band, campaign, segment, related topics, and products. Includes the AI driver summary if one was already generated.

get_topic_trend: Get the daily trend for one topic: responses, mentions, sentiment split, and topic score against the account score.

list_topic_feedback: List the feedback responses that mention one topic, sorted by most recent, most negative, or severity.

get_topic_movers: Rank topics by how much their impact on your score moved compared with the previous period of the same length.

generate_topic_drivers: Generate the AI "What is driving this topic" report for one topic. The agent shows a preview first and generates only after you confirm. Requires the Generate AI reports permission.

get_geo_stats: Get the geographic breakdown behind the Geo report: score, response count, and promoter, passive, and detractor split per country, or per state within one country, with the most-mentioned topic in each location. Locations with fewer than 5 responses are grouped under "other".

get_trends: List the account's trends (name, metric, whether it is marked as default, item count).

get_trend_items: Get one trend and its scored items.

ping: Check that the Retently MCP server is alive.

get_suppressed_email: Get one suppressed (blocked) email record. Requires suppressions read access and PII read access enabled.

list_suppressed_domains: List the account's suppressed email domains and patterns.

list_suppressed_emails: List the account's suppressed email addresses. Requires suppressions read access and PII read access enabled.

send_survey: Send a survey to a list of recipients through one of your active transactional campaigns. Suppressed or unsubscribed addresses are skipped automatically.

get_account_user: Get one team member by id, with their role and status. Email and name appear only with PII read access enabled.

list_account_users: List the account's team members with their roles and status. Email and name appear only with PII read access enabled.

list_survey_templates: List the account's survey templates (name, metric, channel, subject) that can be used in survey campaigns.

search_survey_templates: Search survey templates (used in campaigns) by name, metric, and channel.

weekly-cx-review: A recurring check-in: score movement, new detractor themes, and what is still open.

summarize-detractors: Summarize detractor feedback over a recent period.

top-topics-weekly-digest: A weekly digest of the most-discussed feedback topics.

nps-for-segment: Get the true NPS, CSAT, or CES for a group of customers or responses.

compare-segments: Compare the score between two customer or feedback segments.

nps-delta-since: Compare the score between two time periods.

draft-feedback-reply: Draft a suggested reply to a feedback response.

product-complaints: Find the products customers complain about most, and why.

accounts-at-risk: Rank customer companies by churn risk and explain the reasons.

maintenance-feedback-review: Review feedback about maintenance and repairs, resolved versus still open.

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