Retently
FormsConnect AI agents to Retently customer feedback. Agents send NPS surveys, read feedback and scores, and create or update customers so follow-up runs the moment a detractor responds.
What This Integration Enables
Retently earns its keep when a score becomes an action, and that handoff is exactly what most teams never wire up. The survey platform measures NPS, CSAT, and CES cleanly; what it cannot do alone is notice that the customer who just scored you a 2 has a renewal in forty days. FlowRunner agents close that gap: they trigger surveys from real lifecycle moments in other systems, sweep responses into the tools where your team already works, and keep customer profiles synced so the right survey reaches the right segment. - Send transactional surveys the moment a purchase, onboarding, or support resolution happens in another system - Sweep new feedback on a schedule and route detractors to the people who own the account - Upsert customers with tags and custom properties from your CRM or billing system, keyed on email so nothing duplicates - Pull the current NPS with promoter, passive, and detractor counts for reporting and trend alerts - Gate the operations that reach customers or erase their history behind [human-in-the-loop](/concepts/human-in-the-loop) review
Without FlowRunner
With FlowRunner
Use Case Scenarios
The post-resolution survey that respects the quiet window
A ticket closes in the helpdesk. The agent calls List Feedback filtered on the customer's email to check when they last responded, and List Customers to read their current tags. If the customer was surveyed inside the team's quiet window, the agent logs the skip and stops. Otherwise it calls Create or Update Customer to refresh their properties, then Send Survey through the post-support campaign with a one-day delay so the survey lands after the fix has settled. The team measures the support experience without training customers to ignore survey emails.
Detractor triage that ends with a person
Every hour, a sweep runs List Feedback for responses since the last run. Promoters append to a log in [Google Sheets](/integrations/google-sheets). Passives get tagged for the newsletter team. Detractors take the third path: the agent writes the score and comment to the customer's record in [HubSpot](/integrations/hubspot), then posts the full context to [Slack](/integrations/slack) with the account owner mentioned. The owner decides the response: a call, a credit request, or a note for the renewal conversation. The agent moves the feedback; the human decides what it costs.
The NPS trend report nobody has to assemble
On Monday mornings, the agent calls List Campaigns to enumerate active campaigns, then Get NPS Score for each with a trailing 30-day window. It compares the distribution of promoters, passives, and detractors against last week's snapshot in Google Sheets, appends the new row, and posts a digest to the leadership channel with any campaign that moved more than the team's threshold called out. When the onboarding campaign's score slips, the team finds out Monday, not at the quarterly review.
Human-in-Loop Highlight
Delete Customer removes the customer's profile and their associated data from Retently, and in a feedback platform that data is the point: it is the survey history your NPS trend is computed from. So when a data hygiene sweep or an erasure request queues deletions, the agent never executes them unattended. It assembles the case: "Erasure request for [email protected]. Retently holds 4 survey responses since 2024, including one detractor comment cited in the Q3 churn review. Confirm deletion?" A person confirms, the agent calls Delete Customer, and the audit log records who approved it. The deletion itself takes a second. Knowing you meant to lose that history is the part worth a pause.
Agent Capabilities
7 actionsFeedback
1- List Feedback Retrieves NPS survey feedback and responses, including scores, comments, tags, and topics. Supports pagination and filtering by campaign, date range, customer email, and customer ID. The sweep step behind every detractor-routing and feedback-logging workflow.
Customers
3- List Customers Retrieves customers tracked in Retently along with their profile fields, tags, and custom properties, with pagination and filtering by email and date range. Used to read a customer's current state before surveying or syncing.
- Create or Update Customer Creates a new customer or updates an existing one, matched by email address. Sets name, company, tags, and custom properties. An upsert, so sync workflows cannot create duplicates.
- Delete Customer Deletes a customer from Retently by email address, removing their profile and associated data. The irreversible operation this page's human gate exists for.
Campaigns
1- List Campaigns Retrieves all survey campaigns in the account, including name, metric type (NPS, CSAT, CES, star), channel, and status. Used to resolve the right campaign ID before sending or reporting.
Surveys
1- Send Survey Sends a transactional survey to a customer through a chosen campaign, creating or updating the customer by email first, with an optional delay in days. The step that ties a survey to a lifecycle moment instead of a calendar.
Reports
1- Get NPS Score Retrieves the current Net Promoter Score with total responses and the distribution of promoters, passives, and detractors, filterable by campaign and date range. The reporting step behind trend digests and threshold alerts.
Frequently Asked Questions
What can FlowRunner do with Retently?
FlowRunner agents can run List Feedback, List Customers, and Create or Update Customer in Retently, plus 4 more actions.
Does connecting Retently to FlowRunner require OAuth?
No. Retently connects to FlowRunner with an API key, no OAuth flow required.
Can Retently trigger a FlowRunner workflow automatically?
Retently doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
Start building with Retently
$100 in credits. No card required. Connect in minutes.