Connect feedback sources

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You can add feedback responses to Listen at scale with CSV uploads and guide imports, and connect to other tools, such as Salesforce, to enable colleagues to submit feedback from other software they use. Specifically, you can:

  • Upload a CSV file containing your customer's feedback.
  • Import existing and future guide poll responses.
  • Allow customer-facing teams to submit feedback through Salesforce.

Upload a CSV file

To upload a CSV file of feedback into Listen, go to Listen > Feedback and select Add feedback source. Then:

  1. Choose Import a CSV file.
  2. Select Choose file. Alternatively, you can first download and edit the Template file, which provides the correct format for the CSV with annotations.
  3. In the preview that opens below the import box, check the columns and rows and then select Next step. This opens the Mapping page.
  4. Check that the existing fields in feedback (VisitorAccount, Title, and so on) map onto the expected columns in your CSV file.
    • For each destination field, you can manually set the the correct column in your CSV using the dropdown menus on each row. 
    • Visitor and Account are case sensitive. A CSV file upload will fail if the entries don't match exactly what is in the Pendo system already.
    • You only need a corresponding column for the VisitorAccount, Title, and App. The rest are optional. 
    • Although the Visitor and Account columns are required, each row in your CSV file can have one or both Visitor IDs and Account IDs. This means that a given row doesn't need to have an Account ID so long as it has a Visitor ID, and doesn't need to have Visitor ID so long as it has an Account ID.
    • If a Visitor ID does have an Account ID, the Account ID must be included.
    • The value entered under the App column must correspond with the Display name in your application settings. This can be renamed by a Pendo Admin user. For more information, see Web application settings.
    • If you add entries for Labels to your CSV that don't represent labels that already exist in Listen, new feedback labels are created in Listen.
    • If you don't create an entry for Submitter, the entries default to the person who uploads the CSV file.
  5. If any issues are identified with your CSV, review the Fix issues table for any rows that say Value required or Value invalid. Check the values in your file against the expected values for Listen. You can't progress until you fix all issues for Apps and Product Areas.

    Fix issues and Preview.png
  6. Select Import feedback in the bottom-right corner of the screen. This opens an import screen and then an import review where you san see how successful the upload was.
    • Successful imports on the left side shows you what percentage of your CSV was successfully uploaded. If this is 1% or more, you can select View insights to see the data that was successfully uploaded.
    • Unsuccessful imports on the right side shows you what percentage of your CSV weren't successfully uploaded. Select Download error CSV to review errors in your file.
  7. Select View insights to see a summary of your feedback.

This creates a new feedback view, filtered by your CSV source.

Import guide poll responses

Before continuing, we recommend turning on Enable feedback summaries, which you can find by going to Settings > Subscription Settings. This enables Pendo to automatically create titles based on the response description for each feedback item created. If this setting isn't enabled, all responses in a poll that are sent to Listen as feedback items are named after the guide that the poll was delivered in. For more information about this setting, see AI features in Listen.

To bulk-import guide poll responses as feedback items in Listen, go to Listen > Feedback and select Add feedback source. Then:

  1. Choose Import guide polls. This takes you to a list of guides to choose from.
  2. Choose an existing guide poll from the list and select Import in the panel that opens on the right side of the screen. This opens an import screen and then an import review where you san see how successful the upload was.
    • Successful imports on the left side shows you what percentage of poll responses were successfully uploaded. If this is 1% or more, you can select View insights to see the data that was successfully imported.
    • Unsuccessful imports on the right side shows you what percentage of your poll responses weren't successfully imported. Select Download error CSV to review errors in your import. The process doesn't import responses that already exist as feedback items in Listen. This means that if you've already manually imported a poll response from the guide itself, the same response isn't imported again here.
  3. Select View insights to see a summary of your feedback.

This creates a new feedback view, filtered by your guide source.

Connect Salesforce

You must be an Admin user in Pendo to connect Salesforce to Listen. To connect Salesforce as a source for feedback items in Listen, go to Listen > Feedback and select Add feedback source.

Choose Connect Salesforce. This takes you to the Integrations page in Pendo. Follow the instructions outlined in Integrate Salesforce with Pendo Listen

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