Retentive Destination

Destination Info

Retentive makes your help docs searchable in product so go-to-market teams can act on data that each customer struggles with.

Retentive maintains this destination. For any issues with the destination, contact the Retentive Support team.

Getting Started

  1. From the Destinations catalog page in the Segment App, click Add Destination.
  2. In the Destinations Catalog, search for “Retentive” and select the Retentive destination.
  3. Choose which source should send data to the Retentive destination.
  4. Navigate to the Retentive integrations tab.
  5. Toggle the Segment integration on, and copy the API key presented.
  6. In the Retentive destination settings in Segment, enter the API key.

Supported methods

Retentive supports the following methods, as specified in the Segment Spec.


Send Identify calls to track user metadata alongside their search queries in the Retentive dashboard. For example:

analytics.identify('userId123', {
  email: ''

Customer data only displays once customers perform searches on Retentive.


Send Alias calls to merge customers from different destinations into a single customer in Retentive. For example:

    'previousId' // optional


You can send computed traits and audiences generated using Engage to this destination as a user property. To learn more about Engage, schedule a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Engage sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Engage sets that value to false.

When you first create an audience, Engage sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Real-time to batch destination sync frequency

Real-time audience syncs to Retentive may take six or more hours for the initial sync to complete. Upon completion, a sync frequency of two to three hours is expected.


Segment lets you change these destination settings from the Segment app without having to touch any code.

Setting Description
string. Copy your API key from the Segment section of your integrations tab.

This page was last modified: 24 Mar 2022

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