> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Retently

> Connect DialNexa calls to Retently for ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation workflows.

Retently is a customer experience management platform that enables businesses to collect, analyze, and act on customer feedback through surveys and integrations.

<Note>
  Use Retently with DialNexa when a caller needs help, escalation, callback, product triage, or a status update that support teams must own.
</Note>

## Where Retently fits in a DialNexa workflow

Retently should receive DialNexa output when the conversation affects a ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Close the loop" icon="check-circle">
    Trigger callbacks, status updates, or support replies with the exact promise made during the call.
  </Card>

  <Card title="Avoid repeat questions" icon="check-circle">
    Send the questions DialNexa already asked so agents do not restart discovery.
  </Card>

  <Card title="Create actionable tickets" icon="check-circle">
    Include the issue, affected product, customer expectation, what DialNexa already asked, and next owner.
  </Card>

  <Card title="Escalate VIP or angry callers" icon="check-circle">
    Flag sentiment, account value, SLA risk, repeat contact, and cancellation language.
  </Card>

  <Card title="Capture product feedback" icon="check-circle">
    Separate bugs, feature requests, usability confusion, and missing documentation.
  </Card>
</CardGroup>

## What DialNexa should capture for Retently

* Customer name, account, email, phone, plan, support ID, ticket ID, and owner
* Issue summary, product area, urgency, sentiment, SLA risk, and expected resolution
* Tags such as bug, refund, cancellation risk, VIP, repeat contact, angry customer, or callback needed
* Transcript link, recording link, DialNexa call ID, CRM link, order link, and conversation link
* Duplicate ticket check, escalation owner, due date, and customer-visible next step

## High-value Retently workflows

<AccordionGroup>
  <Accordion title="VIP caller needs urgent escalation">
    For this scenario, DialNexa should treat Retently as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="DialNexa detects cancellation language">
    For this workflow, DialNexa should send Retently a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Caller reports a product bug">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into Retently. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Support needs a callback task after no answer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Retently. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Customer asks for refund or billing help">
    Use Retently to keep the money-related context precise: reference number, amount if mentioned, customer claim, policy or approval need, and the safe follow-up path. Do not put private payment details into broad-access notes.
  </Accordion>

  <Accordion title="Repeated issue should become product feedback">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into Retently. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Angry caller needs manager review">
    For this scenario, DialNexa should treat Retently as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Customer calls about an unresolved ticket">
    For this workflow, DialNexa should send Retently a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Use create or update customers">
    Use create or update customers only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new support record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>

  <Accordion title="Use send transactional survey">
    Use send transactional survey only after DialNexa confirms recipient, consent, channel, message purpose, and the exact follow-up promised during the call.
  </Accordion>
</AccordionGroup>

## Workflows that pair Retently with other integrations

* [Retently](/integrations/retently) + [Google Docs](/integrations/googledocs): Google Docs for incident and QA notes.
* [Retently](/integrations/retently) + [Stripe](/integrations/stripe): Stripe for billing or refund context.
* [Retently](/integrations/retently) + [Shopify](/integrations/shopify): Shopify for ecommerce order context.
* [Retently](/integrations/retently) + [Intercom](/integrations/intercom): Intercom for conversation history.
* [Retently](/integrations/retently) + [Google Sheets](/integrations/googlesheets): Google Sheets for reviewing unresolved callbacks.
* [Retently](/integrations/retently) + [Gmail](/integrations/gmail): Gmail for customer-facing follow-up.
* [Retently](/integrations/retently) + [HubSpot](/integrations/hubspot): HubSpot for account value and renewal context.
* [Retently](/integrations/retently) + [Slack](/integrations/slack): Slack for urgent support escalation.
* [Retently](/integrations/retently) + [Jira](/integrations/jira): Jira for product bugs from calls.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Retently actions.
* Write a short operational summary into Retently and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>

  <Accordion title="What should stay internal?">
    Private account details, agent-only notes, escalation reasoning, and full transcripts should stay internal unless approved for customer messaging.
  </Accordion>

  <Accordion title="How should product feedback be captured?">
    Separate feature request, bug, confusion, missing documentation, and churn risk so product teams can use the signal.
  </Accordion>

  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>
</AccordionGroup>