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You can install the Retently in-app (web) survey in your web application so that your users will be surveyed on a recurring basis (e.g., every 90 days) and will provide you feedback without leaving their accounts.

📝 NOTE: Currently, the in-app survey does not support native mobile apps (iOS or Android). The survey is mobile responsive though and will adjust automatically to fit smaller screens.

📌 IMPORTANT: The in-app survey 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.

In this tutorial, we will cover all the steps required to configure and run an in-app survey.

Create an in-app survey campaign

To get started, you need to create an in-app survey campaign:

  1. Go to the Campaigns page and click the "+ Create new campaign" button;

  2. In the "Select survey type" section choose a survey metric for this campaign (e.g., NPS, CSAT, etc.);

  3. In the "Select survey channel" section choose the "In-app" option.

You will be automatically redirected to the new campaign's edit mode for further survey adjustments, which we will cover in the next few chapters.

In-app survey template

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 an "In-app CSAT" campaign, you will only see templates built for the in-app channel and with the CSAT metric as the Main Rating question.

📚 Learn about the in-app template customization

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.

Once a template is assigned to the campaign, it will be displayed in the special area designated for the assigned template.

Once the campaign is saved, your audience will answer the assigned template. When needed you can reassign a different survey template.

In-app campaign audience management

By default, your survey campaign is configured to display the in-app survey to all users that will access the page where you have installed the in-app survey in your web application.

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

📚 Learn about managing a campaign's audience filters

📚 Learn about managing contact properties via the in-app script

In-app recurring survey schedule setup

The in-app campaign will survey your users on a recurring basis. You can adjust the recurring schedule in the "Schedule" section of your campaign.

The schedule includes two main rules:

  • First survey: This is when a new user, that has never been surveyed before in Retently, will see their first survey.

  • Recurring survey: This is the number of days the campaign will wait before displaying the next (recurring) survey.

📚 Learn about configuring the in-app survey schedule here

In the "Schedule" section you can also choose whether you want the user to see the survey immediately, as soon as they access the page where the survey is installed, or add a delay (in seconds).

You can also specify how long should the survey stay on screen while the user is not answering or closing it.

Finally, you can configure a daily survey limit in your campaign, which means that once the daily limit is reached, no more surveys will be displayed on that particular day, but the surveys will resume the next day.

The "Daily limit" is a handy option if you have a large audience answering the survey, but not enough time or resources to follow up and process their feedback.

Other settings: Reminders, Notifications, Autoresponders, Analytics, Webhooks

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


Reminders are an effective way to reach out again to contacts that have seen your in-app survey and did not answer.

In the in-app campaign, reminders are also a great opportunity of sending cross-channel surveys, as reminders are sent over the email channel.

📚 Learn about survey reminders


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

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).


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.

📚 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

In-app survey script installation

In order to display in-app surveys to your users, you will need to add a Retently in-app script in your web application on all the pages where you want to survey your audience.

📝 NOTE: The in-app survey implementation requires technical skills and access to your web application's codebase. Feel free to forward this tutorial to your engineers as a reference for further implementation.

📚 Learn about the in-app script installation and how it works

Activate your in-app campaign

Once you've configured your in-app 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 web application users will not see the in-app survey.

Troubleshoot in-app campaigns

If you've encountered any issues with one of your in-app campaigns, please refer to our article on troubleshooting.

If none of the solutions described work, then do not hesitate to contact us and we will be glad to assist you.

📚 How to troubleshoot in-app campaigns

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