Retention is a visitor identification and retargeting platform. It identifies anonymous website visitors and tracks cart abandoners for up to 2 years, allowing you to send targeted campaigns to shoppers who didn't submit a form.
Connect Retention.com to Omnisend to sync identified contacts and send email or SMS campaigns.
Key Benefits
Once the integration is enabled, you can:
Sync identified visitors – Retention.com sends contacts identified through their Grow (anonymous visitor identification) and Reclaim (cart abandonment tracking) features to Omnisend
Suppress existing contacts – Prevent Retention.com from sending contacts you already have in Omnisend, avoiding duplicate charges
Filter contacts by source – Use custom filters to send contacts from different domains or campaigns to specific Segments
Retarget abandoners – Send email or SMS campaigns to shoppers who abandoned carts up to 2 years ago
Note: Use of third-party apps for contact collection without explicit, informed consent violates email best practices, our Anti-Spam Policy, and data protection laws, including the GDPR and other applicable regulations, depending on the jurisdiction.
Setup Process
Step 1. Create an API Key. In Omnisend, go to → Apps → Search for "Retention" → Click on "Connect Now" → Copy an API Key.
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We also recommend that you create the Tag name in your Retention account for the contacts you’d like to sync with Omnisend before finalizing the integration.
Step 2. Proceed to your Retention account now. Click on the Integrations tab from the left navigation panel. Then, click Available Integrations at the top and choose the Omnisend icon.
Step 3. Enter your Omnisend API Key, toggle Activate Grow and/or Activate Reclaim, and then click Connect.
Step 4. Set up your Contact Suppression. Once you turn on automatic suppression, Retention.com will sync your regular, opt-in list from your ESP and add it to your Retention.com suppression list. This prevents you from paying for contacts you already have. Once you’ve enabled this option, the sync will run daily at 6 p.m. EST.
Choose either YES or NO to suppress contacts. If you choose to automatically suppress your contacts (YES), you'll need a Segment ID for this step. Instructions for getting one are below.
Step 5. You will also need your Recent contacts Segment ID. From your Omnisend dashboard, click Audience. Then, click Create segment → find 'Date of addition' filter and select it → Set the day value to '2' days → Then click 'Save & show contacts' button.
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Step 6. Name your segment, and click Save segment.
Step 7. Go to the segment you created (found under Audience → Segments). Copy all the text in the URL after /segments/editor/. This is your Segment ID.
Step 8. Paste the text you copied from the Omnisend URL into the Segment ID text box. Click Next.
Step 9. Then choose whether to upload your collected contacts by selecting Yes or No. If you choose to sync your contacts, you must select a Tag to sync them to. Pick a Tag from the dropdown menu. Then, decide whether you want to enable custom sync options.
If you check the box to enable custom sync options, you'll see four options: filter by email domain, full or partial URL of a landing page, landing page domain, and state.
This feature lets you filter your Retention.com contacts before sending them to your ESP. For example, you can send all contacts who hit different landing pages to separate lists. Or send all your California leads to one ESP and your Texas leads to another.
Email domain: This field auto-fills with email domains (e.g., Gmail, Yahoo Mail, AOL) from your collected contacts.
Full or portion of a landing page URL: If you've put the script on several pages or the entire site, this field allows you to pull out contacts who have only hit Landing Page A or Landing Page B. This option does not auto-populate, so you will have to add in the exact URL.
Landing page domain: If you added a script to both Retention.com and yourwebsitehere.com, for example, the landing page domain would be either Retention.com or yourwebsitehere.com. This field will auto-populate.
State: This filter lets you pull out contacts from one or more states.
Referrer URL: We can't always get the referrer URL for a contact, but when we do, it will be from sources like Google, Facebook, etc.
* Does not apply to all plans
When you're done, click Next.
Step 10. If you are using Reclaim, toggle RECLAIM SYNC to YES and click Next.
Step 11. Finally, enable the integration. Once you enable the integration, your suppression and collection sync settings will apply and begin. Then, click Finish.
Once the integration is complete, you will see the integration date, API details, contact suppression, and the option to set/change the Tag it's synced to. You can also remove the integration from the top of this page.
Step 12. In Omnisend, check the box to confirm that all steps are complete, then confirm the changes.
What Data Syncs to Omnisend
Retention.com syncs the following information to Omnisend:
email address (subscribed status)
clicked_at
landing_page_url
landing_page_domain
referrer
data_source
Use in Automations
Set up Reclaim for Add to Cart in Omnisend: This feature can identify abandoned cart contents for both unknown, non-logged-in users (Grow contacts) and known, non-logged-in customers (emails in your Grow suppression list). If you use this feature, Retention will send you all of those Add to Cart events.
Set up Reclaim for Viewed Product in Omnisend: This feature can identify abandoned browse contents for both unknown, non-logged-in users (Grow contacts) and known, non-logged-in customers (emails in your Grow suppression list). If you use this feature, Retention will send you all of those Viewed Product events.
Retention must turn on these features for you. If you’ve not already spoken with someone on the Retention team, please ensure you request that they enable this for you.
Using Integration
Edit or Update Integration Settings
To change any of your Integration settings, go to Integrations → Your integrations → click the 3 Dots → Settings.
1. Change or add Tag
Click the pencil icon next to Grow Sync. If you haven't already, click Yes next to Upload collected contacts. Then, choose a new Tag from the dropdown menu. You can also adjust your custom sync options here. Click Save.
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2. Change Suppression
Click the pencil/edit icon next to Suppression to change your contact suppression preferences.
Click Yes to automatically suppress your contacts. Once you're done, click Save.
Remove Integration
To remove the integration, click Integrations → 3 Dots → Remove.
Sync Summary
You can view your daily sync history under Sync Summary on your integration page. It will show you the date, the number of completions, whether there are any failures, and the number in the queue.
To access your sync history, click View Full History under Sync Summary. If there's a failure, it will show the email address, the type of failure under ESP Feedback, and the date and time of the failure.
If you have questions about the error message in your Retention account, you can contact the Retention team at [email protected].