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.

In the campaign editor, start with choosing the survey template that your customers, who match this campaign, will receive in their Inbox. You can select an existing email template, or create and customize a new one. A

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.

As a rule, your campaign audience will be defined by the events triggered in another app, which you will be tracking using Make, and only the customers 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 configured Make automation with another CRM service and you have set up an event to trigger every time you have a new customer, and you are also storing their country. Using Make, you will be able to pass the customer’s country as a tag in Retently, and this would allow you to add some extra filters to your campaign’s audience and survey only customers 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.

The first thing to do in the Schedule section is to specify how your surveys will be triggered. Since we are configuring this campaign to be used with Make, choose API from the drop-down menu.

Next, you have three options that will help you configure how and when your surveys will be sent to your campaign’s audience:

Reminders will help increase your survey response rate. For instance, if a customer 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 customers once more when they might be more likely to answer the survey.

Moreover, you can choose a different survey template for your reminders, with 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.

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.

In this section, you can create a set of email auto-responders meant to engage with customers 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 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 customer. Don't forget to save each created webhook and make sure they're enabled.

In the Setup section, you will find the API endpoint.

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 another app’s events using Make yet. We will do this next!

Access your Make account and create a new Scenario. Start with choosing a Trigger app where you are tracking your customers’ events. For this tutorial, we will be using WooCommerce as an example.

You can use this Make template to Create a new Customer in Retently and send a survey to this customer.

Below, we will create a Connection from scratch. As a trigger, choose a WooCommerce event, such as Watch Orders. Connect WooCommers according to these instructions. Once Connected, click Add another module and select Retently. Connect Retently following the instructions in this article.

In the Module settings, add your connection and from the dropdown menu choose your transactional campaign.

Following this, click on subscribers and match the listed fields to matching fields from WooCommerce.

Here, you can also choose to add new properties and tags, or you can skip this step.

Save your changes and click Run. If everything works fine, you can adjust the run schedule, turn your Scenario on and save it.

Note: In order to perform the test, Make will send an actual survey to a test customer from your trigger app. To make sure that no real customers will be surveyed during the test, please filter your audience in your transactional campaign. Learn more about how this was accomplished with Zapier.