In Retently you can use the Attributes to create reports, track different contexts in the customer's journey as well as customize the Surveys and the Sent From field in the Template editor.

To increase the reply rate it is generally recommended to send the surveys from someone that the customer is familiar with, this could be their Account Manager, Sales Lead, or a Customer Service Representative. As those can be various different people, the easiest way to manage such a scenario, besides creating multiple campaigns, would be to use customer properties.

Customer properties in Retently can be some values that were identified automatically by our system (such as Name, Email, City/Country, etc) or configured during a contact import via integration or CSV. For the example below we will use the property Account Manager.

Next, you will have to go to the survey template editor and input this field, so it will look like this:

As you can see, the properties in Retently are replacing spaces with underscores and are always lowercase. On top of that, it is highly recommended to use fallbacks. Fallbacks are essentially some values that will populate the field, in case the needed property doesn't have any values, or in the example above, if case there is no Account Manager associated with this account, the customer will receive the survey from "Support at Retently".