Retently Destination

Destination Info

Retently is a customer experience management service. Measure your customer satisfaction with your company, products, or services by sending NPS, CSAT, CES, or 5-STAR surveys and act on the received feedback.

This destination is maintained by Retently. For any issues with the destination, contact the Retently Support team.

This document is about a destination which is in beta

This means that the Retently Destination is in active development, and some functionality may change before it becomes generally available.

Getting Started

The Retently destination allows you to send transactional surveys when an event is triggered in Segment.

It takes only three steps to set everything up and start surveying your audience:

1. Add Retently Destination

  1. From the Destinations catalog page in the Segment App, click “Add Destination”.
  2. Search for “Retently” in the Destinations Catalog, and select the “Retently” destination.
  3. Choose which Source should send data to the “Retently” destination.

2. Enter the Retently API key

  1. In Retently, go to the API token page.
  2. Give the API key a name and click “Create”.
  3. Copy the API key and enter it in the “API key” section, on the Retently destination settings page.

3. Map survey campaign with Segment events

  1. In the Retently destination settings in the Segment app, go to the Map Retently campaigns with Segment events section.
  2. In the left input field, enter the ID of the survey campaign. Learn how to configure the survey campaign.
  3. In the right field, list the name of one or more Segment Track events that should trigger the survey in the specified campaign. Write the name of the event exactly as it’s written in the analytics.track method (more details in the section below). You can enter multiple Track events by separating them with a comma symbol (for example Order Placed, Dashboard Visited).

Save your changes to activate the Retently destination. After you complete these steps, Retently sends a survey in your transactional campaign every time one of the specified Track events is triggered in Segment.


When a Segment Track event fires, Retently performs the following actions:

  1. Identifies the Track event name, and attempts to match it with the campaign ID from the Retently destination settings in Segment. If no campaign ID lists this track event name, then Retently dismisses the event.
  2. If the Track event name matches a campaign ID, Retently looks for the properties object passed with the track event, and creates a new customer record in Retently using the properties listed in the object.

The only property that Retently requires is email. All other properties can be assigned as optional customer properties in Retently. To learn how to manage customer properties using Segment track events see the Retently documentation.

If you aren’t familiar with the Segment Spec, take a look at the Track method documentation to learn about what it does. An example call would look like:

analytics.track('Subscription Activate Button Clicked', {
    email: "",
    firstName: "John",
    lastName: "Doe",
    companyName: "ACME",
    tags: "foo, bar, baz",
    subscription_name: "Professional",
    signup_date: "01/30/2020"

Segment sends Track calls to Retently as a track event.


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 Retently 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. Insert your Retently API token.
Map Retently campaigns with Segment events
text-map, defaults to {}.

In the left field insert the ID of a Retently transactional email campaign. In the right field, list the events that will trigger the survey. You can add multiple campaigns.

This page was last modified: 08 Mar 2022

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