Retently allows you to survey your customers via email or in-app (web) when an event is triggered in your Kustomer account.
In this article, we will help you configure the survey event and map customer data so that it's successfully imported to Retently for survey results segmentation and analysis.
Set up a transactional survey campaign
To get started, go to the Campaigns page and create a new email or in-app transactional campaign.
Do not forget to assign a survey template to the campaign in the campaign editor. Next, access the Trigger section and choose "Kustomer" in the "Survey triggered via" field. A Retently webhook URL should have been generated below the "Kustomer" trigger. That link is unique to this campaign, and you will always be able to find it here or in the campaign's Setup section.
IMPORTANT
If you've created an in-app campaign, please check the Setup section, as it includes extra instructions on installing the in-app script in your web application or online store; otherwise, you cannot deliver the in-app survey to your customers.
Finally, make sure to check other sections and configure them to fit your needs. When you're done, save your campaign's settings and switch it ON. No surveys will be sent out just yet because the campaign is not connected to an external source of events; we'll cover this in the next chapter.
Configure a Kustomer Outbound Webhook
Now, you need to connect your Retently survey campaign with Kustomer events. In your Kustomer account, go to Settings > Platform > Outbound Webhooks and select “Add Outbound Webhook”.
In the webhook builder, fill in the Destination URL, which is the Retently webhook URL you can copy from your Retently campaign’s Trigger or Setup sections.
Next, choose which Kustomer events trigger the webhook to send data. Use the Webhook Trigger Events to set any number of the following Kustomer events:
Conversation Create
Conversation Update
Customer Create
Customer Update
Message Create
Message Update
Team Create
Team Update
User Create
User Update
NOTE
If you need to survey customers that trigger different events in different survey campaigns in Retently, you will simply need to create a Retently campaign for each survey that you need to send and create a separate Kustomer Outbound Webhook for each event.
Finally, select Save Changes in the bottom toolbar.
Map Kustomer data with Retently properties
By default, when Kustomer sends some data via the Retently webhook, our system will be able to automatically map a couple of default properties, such as the email address and customer's name.
NOTE
Since a contact can have multiple email addresses in Kustomer, but in Retently, a contact can have only one, Retently will import and associate only a contact’s first available email address, and the other ones will be dismissed.
But you might want to import your customers with additional properties. To do so, you must first identify the properties you want to import.
Below, we will publish a list with links to Kustomer's official documentation with the data it sends to outbound webhooks, depending on the triggered event. Retently supports only properties sent in the "attributes" object:
Now that you've decided on the attributes that you want to import to Retently, you will need to create them as contact properties in Retently using the exact name of the Kustomer attribute and appending to it the source of the event. For example, if you wan to import a message's channel along with the customer, then you will need to create the following Retently property: "mess_channel".
Here's what the appended source is based on the event:
Customer events: cust_
Conversation events: conv_
Message events: mess_
User events: user_
Team events: team_
When creating the properties in Retently, make sure that their data type (text, number, date, boolean, collection) is compatible with the data that Kustomer will send stored in that field.