Take a tour of Pendo

Pendo is a product management and user experience platform that provides businesses with the quantitative and qualitative insights they need to better understand and enhance customer and employee interactions with their applications. 

Functionality

Pendo offers the following functionality to empower businesses to understand and optimize user experiences with their applications. Key functionality includes:

• Analytics for insights into user behavior. Track and visualize user journeys, paths, funnels, application usage, feature adoption, and overall product health. Go further by creating your own custom reports and defining core events that are most important to your business.
• In-app guidance to deliver messages and guided walkthroughs that enhance engagement and understanding. Create guides and build the Resource Center for direct and targeted communication with your users.
• Surveys for capturing sentiment. Pendo supports multiple survey templates, including NPS, CSAT, and PMF to collect and understand user thoughts, feelings, and preferences to drive product improvements.
• Listen to make informed product decisions by capturing feedback, validating ideas, and planning next steps in roadmaps.
• Session Replay to see how your visitors navigate your applications with video playbacks of their behavior, capturing events such as cursor movements, scrolling, clicks, and Track Events.
• Orchestrate to deliver targeted cross-channel messages that drive product adoption and retention. Use Orchestrate to build journeys that combine in-app guides and emails to reach visitors at the right time and in the right place. You can also create standalone emails to increase engagement outside your application.
• Collaboration tooling that allows you to communicate with other Pendo users in dashboards, Listen, and Session Replay. Comment on individual items in Pendo and mention other users to start a conversation. 
• Integration capabilities, which allow you to integrate Pendo with other tools for a smoother workflow, including Salesforce and HubSpot. You can also push Pendo data into your data lake or warehouse and BI tools using Pendo Data Sync.

User interface

This section explains how to navigate Pendo and what you’ll find in each part of the interface.

Navigation structure

You can navigate through Pendo using the left-side menu, shortcut panel, and account-level controls in the top-right corner. The page you're currently viewing is highlighted in the left-side menu to help you stay oriented.

Shortcuts in the left-side menu

These options provide quick access to commonly used tools:

• Create new. Quickly start a new dashboard, segment, report, guide, Orchestrate journey, survey, feedback item, or tag.
• Home. Return to your default dashboard or landing page.
• Dashboards. View and manage your dashboards. Each dashboard is customizable and can be set as your home view.
• Go to page. Use this search shortcut, Cmd+K,  or Ctrl+K, to open any page in Pendo.
• Quick access. Access your 10 most recently viewed items and favorites in Pendo.

Tip: Collapse the left-side menu using the hamburger icon in the top-left corner to show only icons. This gives you more space while still letting you move quickly using Go to page.

Learn and Act modules

The main navigation is divided into two groups based on user goals:

• Learn. Explore how users interact with your product, including tools for analytics, user data, feedback, and sentiment.
• Act. Engage users through in-app guides, emails, and roadmaps based on the insights you uncover.

Each module is described in detail in the sections that follow.

Top-right tools

The top-right corner of the page includes account-level tools:

• Subscription switcher. Navigate between subscriptions (if applicable).
• Product switcher. Switch between Pendo and classic Feedback (if applicable)
• Settings. Manage settings at the application, subscription, or organization level.
• Notifications. View access requests, comment mentions, and other messages.
• User profile. Select your initial to change your theme (light or dark mode), view your account preferences, and sign out.

Resource Center

The Resource Center gives you quick access to support tools, onboarding checklists, tutorials, community links, and more from within the Pendo app. Select the pink question mark icon in the bottom-right corner to open it.

The modules you see in the Resource Center vary based on your usage and account type. For more information, see Navigate the Resource Center.

Product

This section of Pendo focuses on what your users do in your applications. This is where you define the application data types that you want to organize by and track over time, including Pages, Features, Track Events, and Product Areas. Pages and Features capture data retroactively, from the day you install Pendo.

• Pages represent URLs in a web application or screens within a mobile application. You need to tag (define) Pages to track how many people use your application, where they spend most of their time, and how frequently they return. Tagging Pages is also important for tagging Features in Pendo and creating guides.
• Features represent the individual UI elements in your application, such as buttons and text fields. You need to tag (define) Features to uncover usage patterns in your application, such as what visitors are clicking on and how frequently elements are being used. You can also use Features to anchor guides to specific elements.
• Track Events are custom events sent to Pendo through an API. You can use Track Events for non-taggable elements in your UI, such as error messages or server-side events, which might be needed if you want to know who and how many users get success versus error messages after interacting with something.
• Product Areas are needed for data visualization and organization. You can use Product Areas to filter your data by key locations in your product and can apply them to Features, Pages, and Track Events, as well as guides.

It's important to define these data types for Pendo to analyze and report on, and so that you can answer questions like:

• What is the user journey starting from a given location in the application?
• How did a user find a feature?
• How long does it take for users to adopt a key feature?
• What does my usage look like this quarter compared to other quarters?

People

This section of Pendo offers detailed insights into user behavior for product and process analytics. Here, you can:

• Analyze user journeys with paths, funnels, workflows, and journeys to evaluate completion rates, friction and drop-off points, and identify opportunities for improvement.
• Create retention and Data Explorer reports to see customizable data about accounts, visitors, and their behavior.
• Explore NPS and PES insights to understand user sentiment and product health.

Replay

This section of Pendo houses Session Replay, where you can watch video-based playbacks of user interactions in your web applications. Replays show cursor movements, scrolling, clicks, and form inputs to help you identify usability issues, bugs, or friction points.

You can:

• Save clips of key interactions to share or revisit later (retained for up to one year).
• Create playlists to group related clips and tell a story about user behavior.
• Create issues directly from a clip with auto-filled context to streamline bug tracking.

For an overview of what Session Replay does and how it works, see Overview of Session Replay.

Listen

Listen is a continuous discovery, validation, and roadmapping platform. For an overview of its key offerings, see Overview of Pendo Listen. It includes the following pages:

• Feedback. For submitting and managing customer feedback, including AI-powered insights and high-level trends.
• Ideas. For creating and testing ideas that are linked to feedback, allowing you to then prioritize what you build.
• Automation. For building automation rules to streamline feedback processing and decision making.

NPS

The NPS section provides tools for sending and analyzing Net Promoter Score surveys. Here, you can view response data, manage survey schedules, and analyze sentiment trends over time.

Note: If your subscription includes the Sentiment add-on (currently in beta), this section appears as Sentiment instead and includes tools for PMF and CSAT surveys in addition to NPS.

Guides

Pendo guides are in-app messages that you can use to alert visitors of features, walk visitors through tasks, poll visitors, onboard visitors, and so on. The Guides section of Pendo provides tools for:

• Creating and delivering guides, which can include text, images, videos, and polls.
• Creating branded themes to consistently style your guides in the Themes tab.
• Building a Resource Center, which can consist of a guides list, announcements module, onboarding module, feedback module, and integrations.
• View guide and Resource Center metrics from within the individual guide or Resource Center.

Orchestrate

Orchestrate allows you to create and manage cross-channel experiences using journeys that combine guides and emails. These journeys target specific segments of visitors and deliver a sequence of messages designed to help users complete product goals.

• Create a new journey using the Create journey workflow, where you define a target segment, journey goal, and the sequence of messages.
• Add guides or emails to your journey to engage visitors in-app and out-of-app.
• Monitor journey performance in real time, including message views, email opens, and the percentage of visitors who achieved the goal. For more information, see Monitor journey results.

All journeys require a goal and run automatically as new visitors qualify for the segment. Visitors progress through messages based on timing rules and message visibility windows, and exit the journey when they achieve the goal, leave the segment, or receive all messages.

Roadmaps

Roadmaps let you visually communicate upcoming product plans. You can create timeline-based or kanban-style roadmaps and organize work using initiatives, features, and (if enabled) ideas.

Use roadmaps to:

• Plan product work using templates and swimlanes.
• Nest and group related items.
• Update statuses and share progress with different audiences.

If you have the full Listen product, you can also add and promote ideas directly within your roadmap.

Settings

Pendo settings are structured around the organization, subscription, and application levels. The organization level is the highest level in Pendo, and can include one or more subscriptions within it. Each subscription can also have one or more applications.

Organization settings

Organizations are a concept in Pendo are a configuration level above subscription settings and can be used to connect multiple subscriptions within the same regional host (US, EU, JP, and so on). 

Organization settings allow you to share resources across these subscriptions, such as SCIM, CNAME, and guide themes and layouts. If organization settings are enabled, they're available whether you have a single subscription or multiple subscriptions across your business.

Access to organization settings is enabled by Pendo and granted to Pendo users with organization admin permissions. 

Subscription settings

Subscription settings allow subscription admin users to view and manage subscription-wide settings, which are settings that apply to all applications within a subscription.

Only subscription admins have access to subscription settings. For information about subscription admin user permissions, see Roles and Permissions.

AI access

AI access settings allow you to manage the AI features enabled for your subscription.

Application settings

Application settings allow users to view app-specific settings. Subscription admin users and users with administrative permissions can also manage these settings. For information about subscription admin user permissions, see Roles and Permissions.

Collaboration

You can collaborate with others in Pendo by adding comments to individual items in dashboards and Listen. Using this functionality, you can:

• Add and reply to comments.
• Share comments.
• Edit and delete comments.
• Mention others in comments to tag them.
• Filter comments.
• Add emojis to comments.
• Change the status of comments.

This allows you to share learnings and insights, ask questions, celebrate data, align as a team, and make key decisions faster. 

You can review and manage all new notifications as they come in from the notification center at the bottom of the left-side menu.

Integrations

Pendo offers a range of integrations for the rest of your technology stack. Possibilities include but aren't limited to:

• Syncing accounts and visitors in Pendo with CRM systems, such as Salesforce and HubSpot, so that your sales, support, and marketing teams can get a comprehensive view of customer engagement.
• Implementing Pendo Data Sync, which allows you to send your Pendo event data, in bulk, to your cloud storage so that it can then be pulled into your data lake or warehouse and business intelligence (BI) tools.
• Allowing your sales team to view and submit customer feedback directly in Salesforce by linking Salesforce with Pendo Listen.
• Displaying help resources like your live chat (for example, Intercom) and knowledge base (for example, Zendesk) inside the Pendo Resource Center.
• Adding third-party content, such as Qualtrics surveys and Figma prototypes, to Pendo guides.
• Building custom integrations with the Pendo API and webhooks.