All survey campaigns, except anonymous link campaigns, let you configure survey reminders.
Reminders are an effective way to reach out again to contacts who received your survey and did not answer.
Each campaign has a "Reminder" section. To access it, open the Campaign's page, click a campaign widget to enter edit mode, and go to the "Reminder" section in the navigation bar. By default the Reminder option is OFF. Turn the toggle ON to activate it.
Who receives a reminder
Choose at least one of these conditions:
Contacts that received the survey but did not open it (available only for email campaigns, because with in-app or link surveys our system has no way to know when the survey was delivered, only when it was opened or responded to).
Contacts that opened or saw the survey but did not respond (if the respondent answers at least the rating question, that counts as a response and they will not receive a reminder).
Multiple reminders
You can configure up to five reminders per campaign. Each reminder has its own schedule (the number of days to wait) and its own survey template, so you can vary the timing and the wording from one reminder to the next.
A single reminder works on any plan with no extra setup. To configure more than one reminder, you first need to verify a custom domain or connect a Google or Microsoft email account to Retently, which keeps deliverability healthy across a longer sequence. In-app and inline (website) campaigns are exempt from this requirement.
Reminder channels
A reminder can be sent over email or as an in-app survey, independently of the campaign's own channel. For example, an email campaign can send an in-app reminder, and an in-app campaign can send an email reminder.
In-app reminders are delivered only while you have at least one active in-app campaign, since that is what loads the in-app survey on your site or app. If your last active in-app campaign is turned off, any reminders set to use an in-app template will not be shown.
How reminders are scheduled and cancelled
A reminder is scheduled as soon as the original survey is sent and fires after the delay you set. If the contact responds before it fires, the reminder is cancelled automatically. Reminders are created one at a time: the next reminder in the sequence is only scheduled after the previous one is sent and the contact still has not responded. On the Queue page, a pending reminder shows a badge such as "Reminder 1/3" indicating its position in the sequence.
Important mentions
The waiting days are counted from the date the contact received the previous survey or reminder in the campaign.
Reminder surveys are counted against your available survey credits. Each reminder consumes one credit, the same as a normal survey.
Reminders respect your campaign's daily limit (if set in the Schedule/Trigger section). A very low daily limit may delay reminders to a later day.
If a campaign is paused, pending reminders are not sent. If a campaign is deleted, or a contact unsubscribes or their email bounces, pending reminders are cancelled.
Imported contacts (for example via CSV) do not trigger reminders.