Transactional surveys are sent when an external event is triggered. In simpler words, when something happens outside of Retently, a survey is triggered.
Retently email and in-app transactional surveys can be triggered by multiple external services.
In this article, we will cover how you can trigger a survey via Zapier.
Set up a Zapier automation in another app
Access your Zapier account and create a new zap. Start with choosing a Trigger app where you are tracking your customers’ events. For this tutorial, we will be using Shopify as an example.
Next, you'll have to choose a specific trigger you want to track, such as New paid order.
The next steps will ask you to connect your Shopify account and test your trigger. Once you've done that, move to the Action section and choose Retently as your action app.
You will be given a few possible actions, but the one that you need is "Create customer and send survey".
This action means that every time a contact fires the trigger in the first app, which in our case is New paid order in Shopify, then they will be automatically created in Retently and surveyed. However, if you already have that customer in Retently, then they will simply get surveyed without actually being added the second time.
On the next step, you will be asked to connect your Retently account. Click on Add a new account and a pop-up window will ask you to authorize Retently.
The next step will ask you to map your Zap template.
The first thing you should do is choose an active transactional email campaign from your Retently account (ideally, it would be the campaign that you have configured at the beginning of this tutorial). All the customers that will fire the trigger in the first app, will receive a transactional survey in the selected campaign.
Next, map the email address of your contacts. When clicking the email input field, you will be given a list of properties that were pulled from the first app. Find the Email property and select it.
IMPORTANT: Retently has only one required filed - email address. If your customer doesn't have an email address assigned, then they will not be imported to your Retently account, as the email has the same role as a unique ID. All the other properties are optional.
Feel free to map other properties as well such as name, company, country, etc. You will be able to use them for a further audience and survey data segmentation in Retently.
By default, Zapier will display a list with basic customer properties that you can map. However, if you're missing a particular property (e.g., Subscription, MRR, Signup date), then you can create it as a custom property in Retently.
Once the custom property is created, back in Zapier, click the "Refresh fields" button and the new properties will be available for mapping.
Assigning and updating properties:
When a new customer is created in Retently, they will be imported with the set of properties that you have mapped in Zapier.
When a customer is identified as a duplicate, their record will be updated, which means that the values in their properties will be updated with the new data provided by the "Trigger" app.
And finally, you'll have to test your Action step to make sure that everything works fine, and enable your Zap so that it runs automatically next time.
Note: In order to perform the test, Zapier 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 this.
Click here to learn about other trigger services that we’re supporting.