Subscription settings

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Subscription settings are used to manage your subscription and control the behavior of your web and mobile apps. Only Pendo Admin users can view subscription settings. For information, see Roles and permissions.

To access subscription settings, navigate to Settings > Subscription Settings from the bottom of the left-side menu. The Settings tab is open by default. In this tab, you can find the following sections:

  • OAuth Apps. OAuth apps use a token created by Pendo to sign in to another application using Pendo credentials, without the need for a separate username or password for that app.
  • Support access. This is used to allow Pendo Support access to your subscription for a defined timeframe should you ever need support. The maximum timeframe is 90 days.
  • Extension settings. This is relevant to browser extension implementations using the Pendo Launcher.
  • InformationHere, you can find various subscription-level details, options, and settings, including display name, time zone, and MAU.
  • Security and privacyHere, you can find various subscription-level settings for security and privacy, including sign-in method, session length, and retention period.
  • AI featuresThis is where you control if and when you make use of Pendo's AI-powered features.

You can access your application settings from the Applications tab of your subscription settings aby opening the application from the list of apps. For more information, see Application settings.

OAuth Apps

With the Bevy setting, Pendo Admins can turn on OAuth, which allows Pendo users in the subscription to sign in to Pendo Community events using their Pendo login credentials. Access is blocked by default.

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Support access

Grant automatic approval for Pendo support agents to access your subscription. This saves time by removing the asynchronous back-and-forth that would otherwise be required between you and an agent to grant them access before they can investigate a problem.

Support Access is turned off by default. Enabling Pendo Support Access creates a new user role in your subscription that identifies support agents, allowing them to investigate issues in your subscription.

The setting turns off automatically on a date that you specify. The maximum access duration is 90 days. Admin users can reset the duration and turn off access at any time.

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Extension settings

If you have a browser extension implementation of Pendo, deployed using the Pendo Launcher, this section of subscription settings shows your API key and a setting for identifying visitor metadata through browser scripting.

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Install instructions

This section of your subscription settings shows you the API key needed for a Pendo Launcher (browser extension) implementation and provides a link to the relevant documentation.

The API key is your unique subscription identifier used to connect your subscription to the Pendo Launcher Extension. It looks something like the following:

{
  "APIKey": {
      "Value": "c022bb1e-676d-4c58-731c-caf13fe12a89"
  }
}

For more information about how to use this key to link your extension implementation to your subscription, see the IT guide to deploying the Pendo Launcher.

Advanced settings

This setting is an alternative method of setting the Visitor ID for the Pendo Launcher browser extension. This method redirects visitors to a login page that's created, set up, and maintained by your team. This method requires the ability to modify the JavaScript code for all apps where this method is used. For an example using Salesforce, see Identify visitors using a Salesforce component.

Selecting Set visitor metadata through browser scripting reveals more information and options:

  • Code snippet. This is the JavaScript code needed to identify your users for Browser Scripting.
  • Identification app URL. This defines the URL of the application you’re setting up browser scripting for. 
  • Show privacy awareness banner. This reveals further options for communicating with your visitors with a privacy message, including: HeadlineBody TextLogo URLBackground ColorLearn More Text, and Learn More URL.

SubSettings_ExtensionSettings_BrowserScripting.png

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Information

Display Name

The name you see for your subscription throughout Pendo. A subscription Admin can change this at any time.

Time Zone

The time zone to which the subscription is set. 

Changing the time zone reprocesses all events to reflect the selected time zone. For this reason, Pendo recommends choosing an appropriate down time, like the evening or weekend, to change this setting. You won't have access to all events until processing is complete.

Show anonymous visitor data

Collect usage data for visitors that don't have a Visitor ID.

If you have parts of your application don't require your visitors to sign in, you can use this setting to generate anonymous IDs for them. These anonymous visitors are then counted as part of your monthly active users (MAU).

For more information, see Anonymous visitors.

Click event Properties

Allow data to be collected from elements in the UI or events during a Feature click event. For more information, see Click event properties.

Maximum rows for Salesforce push

The number of rows that the Salesforce integration attempts to push from Pendo in each batch. "Not set" is the default because this setting requires that you have Salesforce as part of your subscription. For more information, see Salesforce integration with Pendo.

Email functionality for NPS

The ability to send an email version of the NPS survey to all visitors who didn't see the NPS survey as a guide during the distribution window. Turning on this feature doesn’t automatically create NPS surveys with email backup. Rather, turning on this setting allows you to create NPS surveys that have email backup.

This setting is on by default. To change this setting, contact Pendo Support.

Monthly Active Users

The number of visitors for your contracted MAU plan, which can be calculated individually for each application or for your subscription as a whole.

Application Unique Users

This plan counts each visitor on a subscription without eliminating redundant MAUs across multiple applications. This means that if a user uses two different applications on a single subscription, they are counted twice.

Subscription Unique Users

This plan counts any visitor in multiple applications on a single subscription once and eliminates redundant MAU across applications. This means that if a user uses two different applications on a single subscription, they're counted once.

Security and privacy

Sign-in methods

The sign-in methods that are currently available for your internal Pendo users. This is defined as part of your Pendo contract.

  • Username and password. This is the default sign-in method.
  • Google G-Suite. If the user's email in Pendo is a Google email account, they can use Google SSO to sign in to Pendo.
  • SAML SSO. This allows people to sign in using SAML providers like Okta. For more information, see SAML Single Sign-On (SSO) overview.

Retention period

The length of time that Pendo retains raw event data from the date of collection, after which the raw event data is deleted. The default is 84 months (7 years), which is the maximum retention period.

For more information, see Subscription data retention. To change the retention period, contact Pendo Support.

Maximum session length

The number of hours before Pendo users are automatically signed out of the subscription and required to re-authenticate. The default is 168 hours (7 days).

Text capture in web applications

Allows Pendo to collect innerHTML text as a part of auto-captured Click Events. This setting applies to web only. To change this setting, contact Pendo Support.

IP address and geolocation collection

Allow the recording of IP addresses and geolocation by Pendo servers. This data is only displayed in the Exclude List of the Pendo UI.

To change this setting, contact Pendo Support. For more information, see the Disable IP address and geolocation section in Data collection prevention strategies

Embedded integrations powered by Tray.io

Allow Pendo to leverage third-party integration Platform-as-a-Service (iPaaS) to power Pendo integrations with other systems. On by default, this powers some of our integrations, such as HubSpot.

Obscure staging server names

Render the hostnames of all staging servers loaded to the Pendo agent non-human-readable. This only applies to web applications.

By default, staging server names can be seen in the agent code that is pulled into your application when Pendo runs. This setting obscures those server names.

This setting doesn't affect data collection or distribution.

Allow Pendo to use subscription data for internal analytics

Allow Pendo to include data collected by your subscription in our internal analytics. We use this data for providing and improving the services that we provide. Such data is only used in an aggregated and anonymized form that doesn't reveal the identity of any person. 

For more information, see our Software Services Agreement. To change this setting, contact Pendo Support.

Roles and permissions version

The version of roles and permissions that you can set for internal users of Pendo. Most Pendo customers are on version 2. For more information, see Roles and permissions.

AI features

The settings in this section give you control over AI-powered features in Pendo, as well as information about which AI technology is in use and which third-party service provider (if any) is providing AI technology. For more information, see Security at Pendo in our Pendo Trust Center.

Pendo can't control any of the following settings on your behalf. Only an Admin user in your organization can turn the following settings on or off. AI features are automatically turned off and can't be turned on by you or Pendo if you:

  • Have signed a BAA (relevant to Open AI features only).
  • Have an EU-based subscription (relevant to all AI features).
  • Access Pendo through app.jpn.pendo.io (relevant to all AI features).

Automatic theme generation in NPS insights

Use the Pendo AI assistant to automatically generate NPS themes and assign responses to themes. Themes are automatically generated and assigned when there is at least one active NPS survey with a minimum of 600 textual responses in English. For more information, see Manage NPS themes and insights.

NPS summaries and theme name enhancement

Use Open AI to automatically generate and email survey summaries to subscribers. Theme summaries are generated when there is at least one active NPS survey. After subscribing, survey summaries are sent to subscribers by email. 

Use Google Generative AI to automatically enhance theme titles for newly generated themes. 

For more information, see Manage NPS themes and insights.

Guide-writing assistant

Use Google Generative AI to proofread and edit guides. The writing assistant checks for spelling and grammar errors, provides tone options, and enhances vocabulary. For more information, see Add guide content using building blocks.

AI guide creation

Use Google Generative AI to generate and build guides in Adopt Studio. This feature allows generative AI models to process your Pendo users' content.

Feedback summaries in Listen

Allow the Pendo AI assistant to:

  • Create an automatic summary of key themes emerging from your customer feedback. You can edit these summaries at any time. For more information, see View feedback insights.
  • Create titles for guide responses sent to Listen as feedback items. For more information about this feature and instructions for using it, see Collect customer feedback.

For a summary of all Listen AI features, see Overview of Pendo Listen.

Suggested ideas in Listen

Allow the AI assistant to suggest existing ideas that you might want to link to feedback items in Listen. You can accept or decline linking suggestions. For more information, see Link feedback items to ideas. For a summary of all Listen AI features, see Overview of Pendo Listen.

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