ceven

Retently

Syncs customer feedback and NPS scores into your CRM, triggers follow up tasks for low scores, and manages your customer lists based on survey responses.

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Why use Ceven?

  1. AI native Retently integration

    • Describe the outcome and Ceven picks the right Retently calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Retently data, across all 15 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Retently access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Retently, when, and on whose behalf.
    • The agent pauses and asks when Retently is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Retently.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Retently action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Retently, and when to use it.

Add Feedback Tags
Use this to attach specific category tags to feedback items for better organization and reporting.
Add Feedback Topics
Assign specific topics to feedback entries to group common customer pain points.
Create or Update Customers
Use this to add new customers or update existing profiles with emails, names, and custom properties.
Delete Customers
Remove customer records from the workspace using their unique ids.
Get Campaigns
Pull a list of all active and past campaigns to analyze survey reach.
Get Customer By ID
Retrieve the complete profile and history for a specific customer using their id.
Get Customers
Pull a list of customers with optional filters for email or date ranges.
Get Feedback
Retrieve a list of all customer feedback entries for sentiment analysis.
Get Feedback by ID
Pull the full details of a single feedback submission, including the raw text and score.
Get Latest Score
Retrieve the most recent overall NPS score for the entire account.
Get Outbox
Check the queue of surveys that are scheduled to be sent to customers.
Get Reports
Pull NPS trends and campaign performance data for executive reporting.
Get Templates
List available survey templates to use for new transactional sends.
Send Transactional Survey
Use this to trigger a survey immediately after a specific user event or with a set delay.
Unsubscribe Customers
Remove customers from the survey mailing list via their email addresses.

15 actions · scroll to see them all

Frequently asked questions

Ceven implements a sophisticated queuing system to ensure your workflows do not hit Retently rate limits. When the agent performs bulk operations, such as updating thousands of customer tags or pulling massive feedback reports, it automatically throttles requests to stay within the allowed API window. If the system receives a rate limit error from Retently, the agent pauses the execution and uses an exponential backoff strategy to retry the request. This means your workflows will not fail during high volume periods, although you might notice a slight delay in processing extremely large datasets. You can monitor the progress of these bulk updates in the workflow logs to see exactly when each batch completes.
Yes. You can build a workflow where Ceven monitors Retently for any score below a 6. When a detractor is identified, the agent can pull the customer email, look up the account owner in your CRM, and create a high priority task for that owner. It can even draft a response in your email client that references the specific comments left in the Retently survey. This ensures that negative feedback is addressed in minutes rather than days. You can set these triggers to only fire during business hours or route them to different team members based on the feedback tags assigned by the agent.
The limit is primarily determined by your Retently subscription tier rather than Ceven. Retently often gates the number of customer contacts you can maintain in your workspace. If you attempt to create or update a customer via Ceven and your Retently account has reached its contact limit, the API will return an error. Ceven will capture this error and notify the workflow owner via a system alert. To resolve this, you can either prune old customers using the delete customers action or upgrade your Retently plan to increase your contact capacity.
Absolutely. This is one of the most powerful ways to use the integration. You can set up a workflow where a specific event in Shopify, such as an order being marked as delivered, triggers the send transactional survey action in Retently. You can also add a delay, such as waiting seven days after delivery before the survey goes out. This allows you to capture feedback at the moment of maximum relevance, which typically leads to higher response rates and more accurate NPS data compared to generic monthly or quarterly survey blasts.
Ceven uses a combination of keyword matching and LLM analysis to categorize Retently feedback. When a new response arrives, the agent reads the text and compares it against a list of your predefined topics, such as bugs, feature requests, or billing. If a match is found, the agent uses the add feedback tags action to label the entry. This allows you to create automated reports in Retently based on these tags without having to manually read and categorize every single response. You can refine these tagging rules in the workflow editor at any time.
Yes. If a customer requests to be removed from all communications via an email or a different preference center, you can trigger a workflow that calls the unsubscribe customers action in Retently. This ensures that you remain compliant with email regulations and do not frustrate customers by sending surveys after they have opted out. You can sync this across multiple tools so that an unsubscribe in your main marketing tool automatically triggers an unsubscribe in Retently, keeping your customer experience consistent across all touchpoints.
Ceven can retrieve your existing Retently templates to ensure that transactional surveys sent via the API match your brand voice and formatting. By using the get templates action, the agent can identify the correct template ID for different customer segments. For example, you might use a different survey template for new users than you do for long term power users. The agent handles the mapping of the template ID to the specific transactional send, ensuring the right customer gets the right questions at the right time.
Ceven can refresh your NPS score on a schedule or in response to a specific trigger. You can set up a daily summary workflow that calls the get latest score action every morning and posts the result to a Slack channel. Alternatively, you can trigger a refresh whenever a new batch of feedback is processed. Because the agent makes a direct API call to Retently, the score is always the most current version available in your account. This eliminates the need to manually log into the Retently dashboard to check your current standing.

Alternatives to Retently

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

Delighted logoDelightedSurveyMonkey logoSurveyMonkeyTypeform logoTypeformQualtrics logoQualtrics

Try Ceven on your stack

Plug Ceven on top of the tools you already run. Connect Retently and the rest of your stack, describe the outcome, and its agents handle the work end to end, days of it in minutes.

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