Retently connector

Set up the Retently connector in Kaivo: authentication, configuration, the 8 BigQuery tables it syncs, and answers to common questions.

Written By Lauri Raivio

Last updated 16 days ago

Kaivo is a fully managed data platform that syncs your Retently data into a Google BigQuery warehouse and keeps it up to date automatically. There is no pipeline to build and no infrastructure to run, so you can spend your time analysing your customer support data instead of moving it.

What is the Retently connector

Sync your Retently survey data into BigQuery with Kaivo to analyse NPS and customer feedback over time.

Category	Customer Service
Authentication	API key
Setup	Self-service

Getting started with the Retently connector

Sign up for Kaivo and create a workspace.
Connect your Retently account.
Choose which tables to sync.
Wait for the initial sync to finish.
Query your data in BigQuery or your favourite AI or BI tool.

Authenticating Retently

Authenticate with your API Token.

Field	Description
API Token	Retently API Token. See the docs for more information on how to obtain this key.

Tables and columns synced from Retently

Kaivo syncs 8 tables from Retently into a dedicated dataset in your BigQuery warehouse. Click any table to see its columns and types.

campaigns (9 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`	The type of the campaign (e.g., feedback request, promotional offer).
`channel`	`STRING`	The communication channel used for the campaign (e.g., email, SMS, in-app push notification).
`id`	`STRING`	The unique identifier of the campaign.
`is_active`	`BOOL`	Indicates whether the campaign is currently active or not.
`metric`	`STRING`	The metric associated with the campaign (e.g., NPS score, CSAT score).
`name`	`STRING`	The name or title of the campaign.
`template_id`	`STRING`	The ID of the template used for the campaign.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

companies (12 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`company_name`	`STRING`	The name of the company.
`contacts_count`	`FLOAT64`	The number of contacts associated with the company.
`created_date`	`STRING`	The date and time when the company was created.
`cx_metrics__ces`	`FLOAT64`	Customer Effort Score for the company.
`cx_metrics__csat`	`FLOAT64`	Customer Satisfaction Score for the company.
`cx_metrics__nps`	`FLOAT64`	Net Promoter Score for the company.
`cx_metrics__star`	`FLOAT64`	STAR rating for the company.
`domain`	`STRING`	The domain of the company.
`id`	`STRING`	Unique identifier for the company.
`industry_name`	`STRING`	The industry to which the company belongs.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: companies__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`	Individual tag related to the company.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

customers (9 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`company_id`	`STRING`	The unique identifier of the company the customer belongs to.
`company_name`	`STRING`	The name of the company the customer belongs to.
`created_date`	`STRING`	The date and time when the customer record was created.
`email`	`STRING`	The email address of the customer.
`first_name`	`STRING`	The first name of the customer.
`id`	`STRING`	The unique identifier of the customer.
`last_name`	`STRING`	The last name of the customer.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: customers__properties

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`	The data type of the custom property.
`label`	`STRING`	The label for the custom property.
`name`	`STRING`	The name of the custom property.
`value`	`STRING`	The value of the custom property.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: customers__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

feedback (26 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`assigned`	`STRING`	User or team assigned to handle the feedback
`campaign_id`	`STRING`	ID of the campaign associated with the feedback
`campaign_name`	`STRING`	Name of the campaign associated with the feedback
`channel`	`STRING`	Communication channel used to collect the feedback
`checkbox`	`BOOL`	Checkbox responses provided in the feedback
`city`	`STRING`	City of the feedback provider
`comment`	`STRING`	Open text comment provided as feedback
`company_id`	`STRING`	ID of the company receiving the feedback
`company_name`	`STRING`	Name of the company receiving the feedback
`country`	`STRING`	Country of the feedback provider
`created_date`	`STRING`	Date and time when the feedback was created
`customer_id`	`STRING`	ID of the customer providing the feedback
`email`	`STRING`	Email address of the feedback provider
`first_name`	`STRING`	First name of the feedback provider
`id`	`STRING`	Unique identifier for the feedback entry
`is_bogus`	`BOOL`	Flag indicating if the feedback is deemed bogus
`job_title`	`STRING`	Job title of the feedback provider
`last_name`	`STRING`	Last name of the feedback provider
`metrics_type`	`STRING`	Type of metrics used in evaluating the feedback
`rating_category`	`STRING`	Category under which the feedback is rated
`resolved`	`BOOL`	Indicator of whether the feedback has been resolved or not
`score`	`FLOAT64`	Numeric score assigned to the feedback
`state`	`STRING`	State or region of the feedback provider
`status`	`STRING`	Current status of the feedback entry
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__additional_questions

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__custom_props

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__feedback_tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__feedback_tags_new

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__feedback_topics

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__notes

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: feedback__tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

nps (12 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`detractors`	`INT64`	Array of responses falling under the detractor category.
`detractors_count`	`INT64`	Total count of detractor responses.
`metrics_type`	`STRING`	Type of metrics being used (e.g., Net Promoter Score).
`passives`	`INT64`	Array of responses falling under the passive category.
`passives_count`	`INT64`	Total count of passive responses.
`promoters`	`INT64`	Array of responses falling under the promoter category.
`promoters_count`	`INT64`	Total count of promoter responses.
`score`	`INT64`	Calculated Net Promoter Score based on the responses.
`score_sum`	`INT64`	Sum of scores received from all responses.
`total_responses`	`INT64`	Total count of responses received for NPS calculation.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

outbox (24 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`campaign`	`STRING`	Name or identifier of the campaign associated with the outbox data.
`campaign_id`	`STRING`	Unique ID of the campaign associated with the outbox data.
`channel`	`STRING`	Communication channel used for sending the outbox message.
`company_id`	`STRING`	Unique ID of the company sending the outbox message.
`company_name`	`STRING`	Name of the company sending the outbox message.
`customer_id`	`STRING`	Unique ID of the customer who received the outbox message.
`detailed_status__has_feedback`	`BOOL`	Indicates if there is feedback for the outbox message.
`detailed_status__is_bounced`	`BOOL`	Indicates if the message bounced.
`detailed_status__is_opened`	`BOOL`	Indicates if the message was opened.
`detailed_status__is_opted_out`	`BOOL`	Indicates if the recipient opted out of receiving messages.
`detailed_status__is_responded`	`BOOL`	Indicates if the recipient responded to the message.
`detailed_status__opened_date`	`STRING`	Date and time when the message was opened.
`detailed_status__responded_date`	`STRING`	Date and time when the recipient responded to the message.
`email`	`STRING`	Email address of the recipient who received the outbox message.
`first_name`	`STRING`	First name of the recipient who received the outbox message.
`last_name`	`STRING`	Last name of the recipient who received the outbox message.
`mandrill_message_id`	`STRING`	Unique ID assigned by Mandrill for the outbox message.
`sent_by`	`STRING`	Identifier of the user or system that sent the outbox message.
`sent_date`	`STRING`	Date and time when the outbox message was sent.
`status`	`STRING`	Overall status of the outbox message delivery.
`subject`	`STRING`	Subject of the outbox message.
`survey_template_id`	`STRING`	Unique ID of the survey template associated with the outbox message.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: outbox__additional_recipients

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: outboxattributescustom_props

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`type`	`STRING`	Type of the custom property data.
`label`	`STRING`	Label for the custom property.
`name`	`STRING`	Name of the custom property.
`value`	`STRING`	Value of the custom property data.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: outboxattributescustomer_tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: outbox__person_tags

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`value`	`STRING`
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

reports (13 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`campaign_id`	`STRING`	Unique identifier for the campaign.
`delivery_stats__is_bounced`	`FLOAT64`	Number of emails that bounced.
`delivery_stats__opened`	`FLOAT64`	Number of emails that were opened.
`delivery_stats__opted_out`	`FLOAT64`	Number of recipients who opted out of receiving further emails.
`delivery_stats__responded`	`FLOAT64`	Number of recipients who responded to the campaign.
`delivery_stats__total_count`	`FLOAT64`	Total count of delivered emails.
`last__detractors`	`FLOAT64`	Number of detractors in the feedback.
`last__passives`	`FLOAT64`	Number of passives in the feedback.
`last__promoters`	`FLOAT64`	Number of promoters in the feedback.
`last__score`	`FLOAT64`	Overall feedback score calculated based on detractors, passives, and promoters.
`last__total`	`FLOAT64`	Total count of feedback received.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: reports__questions_stats

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

Subtable: reports__trend

Column	Type	Description
`_kaivo_parent_id`	`STRING`	Foreign key referencing _kaivo_id in the parent table. Auto-generated by Kaivo.
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`day`	`STRING`	Day for which the trend data is recorded.
`detractors`	`FLOAT64`	Number of detractors on the specific day.
`passives`	`FLOAT64`	Number of passives on the specific day.
`promoters`	`FLOAT64`	Number of promoters on the specific day.
`score`	`FLOAT64`	Overall feedback score calculated for the specific day.
`total`	`FLOAT64`	Total feedback count on the specific day.
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

templates (6 columns)

Column	Type	Description
`_kaivo_id`	`STRING`	Primary key that uniquely identifies the row. Auto-generated by Kaivo.
`channel`	`STRING`	The communication channel for the template (e.g., email, SMS, in-app notification)
`id`	`STRING`	The unique identifier of the template
`metric`	`STRING`	The key metric that this template is associated with (e.g., NPS score, CSAT rating)
`name`	`STRING`	The name or title of the template
`_kaivo_extracted_at`	`TIMESTAMP`	Timestamp that shows when the row was extracted. Auto-generated by Kaivo.

How the Retently sync works

After the first load, Kaivo keeps your BigQuery warehouse up to date for you. Where Retently supports it, each sync pulls only new and changed records so it stays fast; otherwise it refreshes the whole table. Every record keeps its original ID, so you won't get duplicate rows.

Frequently asked questions

How long does the initial sync take for Retently?

It depends on how much history is in your Retently account. Most initial syncs finish within minutes, while large accounts can take a few hours. After that, syncs only fetch new and changed records, so they're much faster.

Can I sync only some tables or columns?

Yes. You pick which tables to sync when you set up the connection and can change the selection later. Tables you don't select are never copied to your warehouse.

What happens when Retently's schema changes?

New fields are never added automatically. You choose which fields to sync, so data you haven't selected (sensitive personal data, for example) never lands in your warehouse. When a new field appears, it becomes available for you to add. What happens to removed or renamed fields depends on a table's sync mode: full-refresh tables always match what's currently in Retently, so dropped fields disappear, while incremental tables keep their existing columns and history, so an old field stays and newly added fields fill in over time.

Your data lives in your own Kaivo-managed BigQuery warehouse, so the most direct option is to delete or anonymise specific records right in BigQuery. If you delete data in Retently instead, full-refresh tables drop it on the next sync, while incremental tables keep it, so you would remove the row in BigQuery or ask us to run a full refresh. To remove everything, delete the Retently connector in Kaivo and all of its synced data is deleted with it.

Common use cases for Retently data

NPS trends

Use nps and feedback to track satisfaction over time and by segment.

Campaign view

Join campaigns with feedback to see which surveys drive responses.

Account context

Use companies and customers to connect feedback to specific accounts.

Use Retently data in your AI and BI tools

Once Retently data lands in your Kaivo-managed BigQuery warehouse, you can explore it with AI tools or any BI tool that connects to BigQuery. Here's how the most common destinations work with Retently data.

Claude

Use Kaivo's MCP server to give Claude secure, workspace-scoped access to your data. Setup guide →

Power BI

Microsoft's BI tool with a native BigQuery connector. Supports direct query and scheduled refresh. Setup guide →

Data Studio

Free Google BI tool with native BigQuery support. One-click connection to your Kaivo warehouse; great for SMB teams on Google Workspace. Setup guide →

Tableau

The premium analytics standard, with native BigQuery integration. Setup guide →

Google Sheets

Use Connected Sheets to query BigQuery directly from a spreadsheet, with no SQL. Setup guide →

Excel

Connect via Power Query's BigQuery connector. Setup guide →

Metabase

Open-source BI tool with strong BigQuery support. Setup guide →

See our pricing page for Retently connector pricing and plan details.

HubSpot: Sync HubSpot to BigQuery.
Dixa: Sync Dixa to BigQuery.
Freshservice: Sync Freshservice to BigQuery.
Genesys: Sync Genesys to BigQuery.
Gorgias: Sync Gorgias to BigQuery.
giosg: Sync giosg to BigQuery.

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