The Feedback Button is a floating tab pinned to the edge of a page on your website or web application. When a visitor clicks the tab, a survey pop-up opens, and the visitor can leave a rating and feedback.

Unlike the other survey channels, the Feedback Button does not decide for the visitor when the survey appears. There is no schedule and no trigger. The button is always available on the pages where you install it, so visitors can share feedback about a specific page, feature, or experience whenever they have something to say.

📌 IMPORTANT: The Feedback Button implementation requires technical skills and access to your web application's codebase, as you will have to add our script to your web application. More details on the script installation.

Feel free to forward this tutorial to your engineers as a reference for further implementation.

📝 NOTE: The Feedback Button runs on the same script as the in-app survey. If you already have the Retently in-app script installed, the button can be displayed without any changes to your site. The survey pop-up is mobile responsive and will adjust automatically to fit smaller screens. Native mobile apps (iOS or Android) are not supported.

To get started, you need to create a Feedback Button campaign:

You will be automatically redirected to the new campaign's edit mode for further survey adjustments.

In the "Template" section of the campaign editor, you will see a list of survey templates that are compatible with this particular campaign.

📝 NOTE: In order for a survey template to be compatible with a campaign, the template must match the campaign's metric and channel. For example, in a "Feedback Button NPS" campaign, you will only see templates built for the Feedback Button channel and with the NPS metric as the Main Rating question.

From the list of compatible templates, you can choose and assign only one of them to the campaign. To assign a template you can either hover your mouse over the template widget and click the "Assign to campaign" button, or you can access the [•••] menu and choose the "Assign" option.

The template controls everything the visitor sees: the appearance of the floating tab itself (label, icon, colors, position) and the survey questions inside the pop-up.

📚 Learn about the Feedback Button template customization

By default, your campaign is configured to display the Feedback Button to everyone who accesses a page where the script is installed, including anonymous visitors.

If needed, you can adjust your campaign's audience settings to display the button to a specific segment of your users instead, based on their attributes (tags and properties) that you send via the script along with the user's information, or based on the attributes that the user already has in Retently.

📌 IMPORTANT: Audience filters work with identified visitors (those for whom you pass an email via the script). Anonymous visitors carry almost no attributes, so restrictive audience filters will typically exclude them. If you want to collect anonymous feedback, keep the audience open.

📚 Learn about managing a campaign's audience filters

The Feedback Button campaign has no schedule, delivery timing, or trigger settings. This is by design: the button is meant to be available at all times, so a visitor can open the survey whenever they want to share feedback, as many times as they visit your site.

This is the main difference from the in-app survey, which is displayed automatically based on the campaign's recurring schedule or trigger.

The Feedback Button is anonymous by default. Visitors do not need to be logged in or identified for their feedback to be collected. If you do not pass an email via the script, the response is saved in your Retently account under an anonymous contact.

You can also identify visitors by passing their email via the script, or collect their contact details directly in the survey using a Form question.

📚 Learn about visitor identification in the script installation article

You can run Feedback Button and in-app campaigns on the same pages. When a visitor is eligible for both on the same page view, the in-app survey takes priority: the in-app pop-up is displayed and the Feedback Button is not rendered on that page view. Once the visitor is no longer scheduled for an in-app survey, the button is displayed again.

While assigning the template and defining your campaign's audience are the most important things to set up before you activate your campaign, there are other sections that will get you to benefit more out of your survey results.

You can create custom notifications and receive immediate alerts, via email or Slack, for new responses or other custom events.

Autoreplies give you the possibility to send an automated email follow-up message to survey respondents if their feedback matches a specific set of rules. Autoreplies can only reach identified respondents (those with an email address).

📚 Learn how to configure autoresponders

Automatically analyze your text feedback and categorize it into industry-specific topics and identify the feedback sentiment.

📚 Learn about the automated topic and feedback classification

Use webhooks to send requests to web applications every time an event occurs. Events include: new feedback, unsubscribed customer, or bounced surveys.

📚 Learn how to configure webhooks

📌 IMPORTANT: A survey credit is consumed at the moment a visitor clicks the button and the survey is rendered. That is also the moment an outbox record is created for that survey.

Simply displaying the Feedback Button on a page does not use survey credits and does not create outbox records, no matter how many visitors load the page or how many times they load it. Only an actual click, which renders the survey, counts.

If a visitor closes the survey without answering it and then opens it again without reloading the page, no additional credit is consumed and no second outbox record is created: they are returned to the same survey.

Responses appear on the Feedback page, and the survey records appear in the Outbox with the "Button" channel label, where the delivery timeline shows when the visitor clicked the button.

In order to display the Feedback Button to your visitors, you will need to add the Retently script in your web application on all the pages where you want the button to appear.

The script and step-by-step instructions are available in the campaign's "Guide" section.

📝 NOTE: The Feedback Button requires SDK version 1.4.0 or newer. If Retently detects that some of your visitors are running an older cached version of the script, you will see a warning in the template editor.

📚 Learn about the Feedback Button script installation and how it works

Once you've configured your Feedback Button campaign to match your requirements, make sure to activate the campaign, which is basically a toggle switch to the ON position.

You can activate (or deactivate) a campaign from the campaign editor mode or from the Campaigns page.

If your campaign is switched OFF, then your visitors will not see the Feedback Button.