Table of Contents:
Prepare your Retently Survey
Retently allows you to include the survey button links in your own template, with custom HTML and CSS, and deliver the survey via another email service, or you can collect feedback from your web apps' chat.
To do so, you will need to create a "Link" channel survey campaign. It may be NPS, 5-STAR, CSAT, or CES.
Make sure to customize the survey template, because when a customer will click a score in your own survey, they will be redirected to a webpage with additional questions that will pull the style and content from the survey template in your campaign.
Optionally, you can configure some other settings, such as notifications, autoresponders, and webhook notifications. Learn more about the survey by link campaign setup here: https://help.retently.com/en/articles/3710522-set-up-and-distribute-surveys-by-link.
In your campaign's Setup section, you can copy the unique survey link for this particular campaign. The link will have the following structure:
Setting up in Intercom
Go to the Outbound tab and start creating your message. For this example, we will be using a "New Email" message type, but you can use also "New Post" or "New Chat".
Start by configuring all the details as usual, and customize accordingly, also, don't forget to include the first survey question, as it won't be visible to the respondents unless you type it in and the scores. For the NPS survey, the draft will look something like this:
Note: you can also edit all the text through HTML code.
The email variable in Intercom looks like this {{personalization_token('contact.email')}}. Once this is out of the way, we can add the desired score to the corresponding survey buttons, so in the end, your hyperlinks should look like this:
Now double-click on the corresponding digit and include the hyperlink from below.
NPS Campaign:
CES Campaign:
CSAT Campaign:
Now that you are all set, just save this email as a template and you're good to go.