The transactional email campaign gives you the possibility to survey your contacts based on events triggered in your HubSpot workspace.
Follow the step by step tutorial to learn how to configure a transactional email campaign in Retently, and how to connect it to HubSpot workflows using a webhook link.
Note: The Retently webhook link can be added only in HubSpot workflows. The Workflows feature is supported in the following HubSpot subscriptions: Marketing Hub Enterprise, Sales Hub Enterprise and Service Hub Enterprise.
Set up a transactional email campaign in Retently
To create a new campaign, go to the Campaigns page, choose a survey metric (NPS, CSAT, CES, 5-STAR), next select email as your survey channel, and from the dropdown list with campaign types, select the Transactional option.
Assign a survey template
In the campaign editor, start with choosing the survey template that your contacts, who match this campaign, will receive in their Inbox. You can select an existing email template, or create and customize a new one.
Make sure the survey template has your company’s logo, otherwise you will not be able to select and use it.
When everything looks ok, hit the Assign button to add it as the main survey template in your campaign.
Filter your audience
As a rule, your campaign audience will be defined by the HubSpot event and only the contacts that trigger the event will be surveyed in this campaign.
However, you can apply an additional layer of filters to narrow down your audience.
Let’s assume that you have a HubSpot workflow that is fired when a deal is closed, and you are also storing the country of your contacts as a tag. This would allow you to add some extra filters in Retently and survey only the contacts that live in a particular country.
Your audience filters would look as in the example below:
In most cases, there is no need to adjust the audience filters at all. But, if you have to, we recommend checking our article to learn more about the audience segmentation in campaigns or you can request assistance from our support team.
Edit the survey schedule
The first thing to do in the Schedule section is to specify how your surveys will be triggered. Since we are configuring this campaign for Zendesk, choose this service from the drop-down menu.
NOTE: It’s important to select the needed service because the content on the Setup page will adjust based on your choice. For our goal, we will need a webhook link that will be automatically generated and available for you to copy in the Setup section.
Next, you have three options that will help you configure how and when your surveys will be sent to your campaign’s audience:
Sample audience: Choose what percentage of triggered events will be surveyed. When switched off, all triggered events will result in a survey.
Delay survey: Send the survey at a later date from the triggered event. When switched off, the survey will be sent immediately.
Throttle survey: Throttle helps avoid over-surveying customers if they have been surveyed recently in this campaign. When switched off, customers will be surveyed in this campaign every time they trigger an event. This option won’t affect the schedule in other campaigns.
Reminders
Reminders will help increase your survey response rate. For instance, if a contact didn't respond to your survey within three days after opening it, our system will send them a reminder email survey. This way, you will be reaching your contacts once more when they might be more likely to answer the survey.
Moreover, you can choose a different survey template for your reminders, with a different wording or style, that might be more appealing to your survey respondents. You can create a new email survey template in the Templates section of your campaign, or on the Templates page.
Notifications
In the Notifications section, you can create custom notifications and keep track of your progress.
When creating a new notification you will be asked to choose one or more event types you want to be notified about, the notification frequency (immediately, daily or weekly digest), and the channel (email or Slack).
Don't forget to save your notifications and make sure they are enabled.
Autoresponders
In this section, you can create a set of email auto-responders meant to engage with contacts who did not leave any text feedback, left a Detractor score or simply to ask Promoters to leave their reviews on specific platforms and spread word-of-mouth. Autoresponders will be sent to respondents with a random delay between 5 and 60 minutes from the moment they've answered the survey.
Webhooks
Webhooks allow you to send HTTP requests to another web application every time an event is triggered, be it new feedback, a bounced survey or an unsubscribed contact. Don't forget to save each created webhook and make sure they're enabled.
Setup
In the Setup section, you will find a unique webhook link that will be used to receive contacts data from HubSpot and trigger the transactional survey. Make sure to keep this link handy because you will need it soon when configuring the HubSpot event.
NOTE: If the webhook link is not displayed, then go back to the Schedule section and make sure that HubSpot is selected in your services drop-down menu.
Activating your campaign
The final step is to activate the transactional email campaign by switching the toggle button ON.
No surveys will be sent just yet because we haven’t connected the campaign to a HubSpot event. We will do this next!