Main article: Audience Page


The customer records grid will list by default all your customers in Retently, or you can apply a filter in order to view a particular subset of your audience.

In this tutorial, we will list all the columns of the audience grid.

Customer's personal information

In this column, you will see all your customer's personal information, such as:

  • Full name, or only the first or the last name of the customer, depending on the data that you have stored. If the customer doesn't have a first name and last name stored, then you will see their email address instead.

  • Job title and company name.

Customer statuses

Depending on your customer's engagement with the survey, or their email address deliverability, you may see one of the following labels attached next to a customer's personal name:

  • At Risk: this status is applied automatically by Retently based on our proprietary algorithm that analyzes a customer's survey engagement. Learn more about the "At Risk" status.

  • Unsubscribed: this status will be applied if the customer has opted out of receiving further surveys from you, or if you have unsubscribed them manually.

  • Bounced: this status will be applied if the last email survey has bounced and did not reach the customer's inbox.

  • Non-deliverable: before sending email surveys, our system will check an email address for deliverability. The "Non-deliverable" status will be applied if our algorithm has deemed the email address as non-valid or nonexistent. If needed, you can perform a re-check of a customer's email address, but keep in mind that this will consume a survey credit.

Customer attributes

You can assign attributes (you may know them as "traits") to your customers for further segmentation. An attribute is a general term that incorporates customer properties and customer tags.

For instance, you can have a property named "Customer status", and assign this attribute to each customer, with a different value, such as "Customer status: active", or "Customer status: canceled". Or, you can assign them tags, such as "active", "canceled".

All the assigned attributes will be displayed per customer on the Audience page in the following order:

  • Properties

  • Tags

There's a limited number of attributes that can be displayed in a row. If you have multiple properties and tags assigned, then they will be hidden from your view, but you can easily display them by clicking the unfold icon.

You can use these attributes to filter your customers and view only a specific segment of your audience. Learn more about filters.

When needed, you can assign new attributes, or manage existing ones of one or more customers individually, or in bulk. Learn how.

Last survey status

This column will display the status of the last survey that a customer has received. You may see one of the following statuses:

  • Sent

  • Opened

  • Responded

You can hover your cursor over the status icon to view more details about when the survey was sent, opened, or responded.

Responses trends widget

Each row will also display a small responses trends widget that will display a customer's last five survey responses.

Based on the color of each trend bar you will be able to understand if the response was positive, neutral, or negative.

Also, if a past response has been ignored so that it's not counted on your Dashboard and reports, then it will be colored gray.

Next survey schedule

This column will display brief information about when the customer is due to be surveyed again. You may see one of the following schedule statuses:

  • Queued: this means that the customer will receive their next survey any time between now and in up to one day (as it depends on your campaign's time frame configurations). This status will appear if the customer is about to be surveyed in a recurring email campaign.

  • Scheduled: this status appears if the customer matches a recurring in-app campaign. This is the in-app equivalent of the "Queued" status and means that the customer will see the survey the next time they log into their account in your web application.

  • Next survey in X days: you will see this schedule status for customers that match a recurring campaign, that sends surveys automatically on a recurring basis. this status will basically inform you when the next survey will be sent out.

  • Upon transaction: this status appears if the customer matches a transactional email or in-app campaign. It means that the survey will be sent our when the customer will trigger an event that is associated with your survey campaign. Since there is no way for our system to know when the said event will occur, we are displaying a general status.

  • No matching campaign: this status will be displayed if the customer is not currently matching any of your recurring or transactional email or in-app campaigns. This status will also appear even if you survey your customers constantly in an Intercom campaign or if you send them surveys by link. Since the survey delivery is totally handled by you, there is no way for us to know whether or not the customer will receive it.

Individual actions menu

The last element in the row is the Actions menu, which gives you the possibility to perform a specific action per customer, such as sending an email survey manually or managing attributes.

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