Connect a Google Form to Listen using Zapier

This article walks you through a use case for setting up a Google Form that allows you to submit customer feedback to Listen without signing in to Pendo. This is useful in situations where you have non-Pendo users, such as customer-facing teams who don't sign in to Pendo, and want them to be able to send customer feedback to Pendo Listen for your Product teams to consider.

Prerequisites

• Admin permissions in Pendo. For more information, see Roles and permissions.
• A Pendo integration key. This key is different from the application key that appears in your Pendo install script. For instructions on how to create an integration key, see Pendo Integration Key.
• API access, which allows you to use the Create new feedback endpoint in Listen. For more information, see our API documentation.
• Ability to use JavaScript code. This is needed for mapping values in Zapier.
• Access to your end-users' Visitor IDs and Account IDs.
• Access to Google Forms (or similar).
• A Pro subscription in Zapier.

Step 1. Set up a Google Form

First, you must create a Google Form with fields that match the required fields in your feedback form. The following instructions only cover recommended and required fields. Other fields, like labels and Product Areas, can be added to incoming feedback as part of your internal Listen workflow after the feedback reaches Listen.

Start a new Google Form and then:

1. Enter Submit feedback as the title for your form.
2. Optionally, add a description.
3. For the first question in the form, enter a prompt that instructs the form submitter to provide the Visitor ID of the end user.
   • Tailor the prompt so that the entry matches the format of the Visitor IDs that you send to Pendo. For example, if you send email addresses as Visitor IDs to Pendo, the prompt could be Customer email address.
   • Choose Short answer from the dropdown menu.
   • Make this question required using the toggle in the bottom-right corner of the card.
4. Select the plus icon (+) to add a new question and enter a prompt that instructs the form submitter to provide the Account ID of the end user. 
   • Tailor the prompt so that the entry matches the format of the Account IDs that you send to Pendo. For example, if you send company names that match the subscription display name in Subscription Settings as Account IDs to Pendo, the prompt could be Subscription display name.
   • Choose Short answer from the dropdown menu. 
   • Make this question required using the toggle in the bottom-right corner of the card.
5. Select the plus icon (+) and enter Title as the third question.
   • Choose Short answer from the dropdown menu.
   • Make this question required using the toggle in the bottom-right corner of the card for this first question. 
6. Select the plus icon (+) and enter a prompt that instructs the form submitter to provide more information.
   • This could be as straightforward as Description, but you could also be more specific to evoke more useful answers, such as What is the customer trying to achieve?
   • Choose Paragraph from the dropdown menu.
7. Select the plus icon (+) and enter Importance as the fifth question.
   • Choose Multiple choice from the dropdown menu.
   • Enter two options: Must have and Nice to have.
   • Make this question required using the toggle in the bottom-right corner of the card.
8. Select the plus icon (+) and enter Application as the sixth question.
   • Choose Dropdown from the dropdown menu.
   • Add the available applications that customer feedback can relate to.

Step 2. Create a Zap in Zapier

You now need to create an automated workflow (Zap) in Zapier. First, sign in to Zapier, select Create and then New Zap. Then, build your Zap with the following three cards, in order.

• A Trigger card, which defines the event that starts your Zap and runs the workflow. In this case, the trigger is a Google Form submission. For instructions, see Select a Trigger in this article.
• The first Action card that defines what takes place after the workflow is triggered. In this case, the first action is to add custom code to your workflow. For instructions, see Add custom code in this article.
• The second Action card that connects the form submission to the Pendo Listen product. For instructions, see Connect to Pendo Listen in this article.

Select a Trigger

Add a trigger card to start the automated workflow whenever you receive a Google Form submission.

1. Select the Trigger card. This opens a panel on the right side of the screen, where the App & event tab is open by default.
2. Select Google Forms and then choose New Form Response as the Event that starts your Zap.
   
   
   
   
3. Select Continue in the bottom-left corner of the panel to open the Account tab and authenticate to your Google account.
4. Select Continue in the bottom-left corner of the panel to open the Trigger tab.
5. Choose the Google Form that you created in Step 1 to add to the Zap.
6. Select Continue in the bottom-left corner of the panel to open the Test tab and then test responses from the form.

Add custom code

Add an action card that allows you to transform the data collected in the Google Form to the data needed for Pendo Listen.

1. Add an Action card by selecting the plus icon (+) under the first card created in Step 2. The App & event tab is open by default.
2. Choose Code by Zapier.
3. For the Event, choose Run Javascript in Code by Zapier.
   
   
   
   
4. Select Continue in the bottom-left corner of the panel to open the Action tab. Map the following form entries to numerical values.
   • For Importance, map a 1 and a 2 to the form entries, Nice to have and Must have, respectively.
   • For Application, map the application IDs, which you can find in the Engineer settings section of your application settings, to the appropriate application names in your form.
     
     
     
     
5. Select Continue in the bottom-left corner of the panel to open the Test tab and then validate the step.

Connect to Pendo Listen

Add another action card that sends data (JSON) to the Listen API endpoint, which then updates Listen with the feedback submission.

1. Add an Action card under the first action card, created in Step 3. The App & event tab is open by default.
2. Select Webhooks by Zapier.
3. For the Event, choose Custom Request.
   
   
   
   
4. Select Continue to open the Action tab. In this tab:
   • Select POST as the Method.
   • Enter the Listen API endpoint as the URL: https://app.pendo.io/api/v1/feedback
5. Leave the value for Data Pass-Through? blank.
6. Under Data, enter the JSON body required to required to create a new feedback item in Pendo. For information about the JSON body, see the API documentation. Map the values for the fields in the JSON body based on the outputs from the Google Form. 
   
   
   
   In our example:
   
   • accountId would map to the Subscription display name form field.
   • visitorId would map to the Customer email address form field.
   • title would map to the Title form field.
   • description would map to the What is the customer trying to achieve? form field.
   • appIds would map to each of the applications that you added in step 9.
   • importance would map to the two importance levels that you added in step 9.
7. Choose Yes for Unflatten.
8. Leave Basic Auth blank.
9. Under Headers, add the following:
   • Enter x-pendo-integration-key on the left and your integration key on the right.
   • Enter content-type on the left and application/json on the right.
10. Select Continue to open the Test tab and then validate the step.
11. Select Publish in the top-right corner.