Zapier lets you connect Retently to 2,000+ other services and apps. The scenarios called Zaps, configured in minutes with no coding, can automate your day-to-day tasks and help you to build workflows between apps that otherwise wouldn't be possible.
Use Zapier to export survey feedback every time a customer leaves a new response. You can also apply built-in Zapier filters to segment the data that will be exported to other services.
Set up the "New survey response" trigger
1. In your Zapier account, create a new Zap.
2. Select Retently as your "Trigger" app.
3. From the list of available events, select the "New survey response" option.
4. Next, you will be asked to select a connected Retently account. If you haven't connected your account yet, then you will be asked to log into Retently.
5. Your trigger is almost configured. On the next step, you will be asked to pull a sample of data from your Retently account to make sure that everything is configured properly.
Click the "Test trigger" button and wait for Zapier to pull one or more responses from your account.
IMPORTANT: There are a couple of things to keep in mind when pulling the test sample:
Make sure that you have at least one response in your Retently account, otherwise, Zapier will not be able to find any data to display.
Keep in mind that it takes about 15 minutes for a received response to be available to external services (including Zapier). This is a system delay, to ensure that your survey respondents have enough time to answer all survey questions and provide text feedback.
6. If pulled successfully, your survey data will have the following structure:
Here's what data each field will store:
id: the unique response ID
email: customer's email address
first_name: customer's first name
last_name: customer's last name
company: customer's company name
tags: customer's tags
feedbackTags: tags assigned to the survey response
feedbackTopics: topics assigned to the response. Each topic will also have a sentiment expressed in numbers (1 for positive, 0 for neutral and -1 for negative sentiment)
score: the main rating score. This is the score that the customer has selected in the first survey question, which is considered the main one and is used in calculating the NPS, CSAT, CES, or 5-STAR scores.
comment: the text feedback that the customer left on the main open-ended question.
campaign_name: the name of the survey campaign
campaign_id: the ID of the survey campaign
rating_category: the category of the rating score (Positive, Neutral, Negative)
survey_channel: the survey channel where the customer took the survey (email, link, in-app, Intercom)
is_bogus: a true/false value which indicates if the initial score was automatically clicked by antivirus software in the customer's inbox. Learn more.
metrics_type: the survey's main metric type (NPS, CSAT, CES, 5-STAR)
multi_questions: if your survey template consists of multiple additional questions, this field will list all the answers to those questions.
default customer properties: the response sample will also list any default properties that your customer has in Retently, such as country, city, job title, etc.
consent_checkbox: if your survey template asks for consent, this field will contain the true/false value
customer_id: gives you the Retently customer ID.
custom customer properties: the response sample will also list any custom customer properties, that you have created additionally in Retently.
Apply Topics to the feedback response
After configuring the tool that analyzes the feedback and assigning the topic and sentiment, create another Action step for Retently. The event is called "Apply topic to response".
Depending on the format you received the data, there are several ways you can configure your action:
Set up Topics and Sentiments separately
Select the Response ID from the first step. Next, map the response topics one by one in their respective cells. In the second field, you can assign the sentiments separately as well on a one-by-one basis. Each Topic will be matched with a Sentiment in the same position.
Note:
1 - positive;
0 - neutral;
-1 - negative
Set up Topics and Sentiments in a single row
Select the Response ID from the first step. Next, you can have all the Topics in one row and their respective sentiment in another separate row.
Note:
1 - positive;
0 - neutral;
-1 - negative
Set up Topics and Sentiments as a string
Select the Response ID from the first step. The topics and their respective sentiments are in the same row as a string. The sentiment is in the brackets like in the picture below:
Note:
1 - positive;
0 - neutral;
-1 - negative
Apply Tags to a feedback response
After configuring the tool that analyzes the feedback and assigning the topic and sentiment, create another Action step for Retently. The event is called "Apply tag to response".
In the Action field, enter the Response ID from the first step, and the value of the tags from the tool that analyzed your feedback.
You can do it in a string separated by a coma:
Or you can insert each value in a separate field:
