Listing 101: Exclude & Include Listing

Note: "Blacklist" and "Whitelist" was renamed to "Exclude List" and "Include List," respectively, on June 15, 2020. This rename only occurs in the UI at this time. Pendo will continue to work on updates to our API and code base language as a part of our efforts toward better inclusion.   

Exclude List Overview

Pendo offers multiple ways to exclude data to keep your analytics clean of unwanted data. Exclude list is a subscription-wide setting accessible by your Pendo Admins by going to "Settings," and then "Exclude & Include Lists."

Pendo calculates metrics using events collected. Exclude list filter out events from the metric and details calculation for all Segments (except "Excluded Accounts and Visitors") which match at least one of the filter settings: Server Hostname/Domain, Source IP Address, Visitor ID, and Account ID.

Note: Exclude list does not affect visitor guide eligibility - Excluded visitors will still be able to see and interact with guides, but those events will be filtered out of the metrics.

Exclude List - Types of Filters


Exclude by Host/Domain

The Server Host/Domain section allows you to block specific host/domains. You can also add wildcards such as "dev*" or "*:3000."

Exclude by IP address

The IP address will let you block off specific IP addresses of locations you know to be undesired - for example, your home or office. You can use the "Detect My IP" button after clicking on "Add IP Address."

Exclude by Visitor ID

You can Exclude any visitor by adding their ID from the Exclude List page, or by going to the Visitors detail page in Pendo, and clicking the "Exclude visitor" from the details section of that visitor. From the Exclude List page, you can also use wildcards. So for example, if your visitor IDs are email addresses, you could use * to Exclude all visitors who have an in their ID.

Exclude by Account ID

You can Exclude an entire account at a time. So for example, if your employees all log in under "YourCompany" account, you can Exclude the full "YourCompany" account to clean out all of that data. Similar to Visitor IDs you can use wildcards to Exclude a certain pattern of Account IDs, e.g. AcmeIndustries_*.

Note: Any Excluded event will not update the Account list, Account Last or First Visit time, or associate the Visitor event activity with the Account. This is the behavior only if the event matches at least one of the Exclude filters at the time it is received.

Metadata Processing for Excluded Filters

Pendo processes Metadata events immediately at the time of receipt. Unlike recalculating metrics when Exclude filters change, Pendo never "recalculates" Metadata. The following describes the Metadata processing behavior for events matching Exclude list filters. Even if the Exclude List filters change, the effect of the following will remain. This effect depends on the state of the Exclude List at the time Pendo receives the event.

  • Agent or API defined Metadata values for Visitors and Accounts always update immediately.
  • Metadata values applicable to guide segmentation will continue to affect Guide Eligibility.
  • First Visit and Last Visit Account (automatic) Metadata values will not update
  • If a visitor is not already associated with an AccountId, an Excluded event will not create an association between the VisitorId and AccountId. This affects AccountId and AccountIds of a Visitor and Visitor List in Account. Despite this potentially missing association, if an Exclude filter changes to expose previously Excluded events, the detail view of an Account will include the events in the metrics and list the visitorId, which could be missing the association in the Visitor Account Id field.

"Excluded Accounts and Visitors" Segment

This segment shows a list of Visitors or Accounts which have at least one event matching a current Exclude filter for the time range specified. The metrics on the Account and Visitor Summary pages (including Summary and columnar data) represent the values of the Excluded events of Visitors or Accounts listed. Even though these visitors are listed and you can navigate to the visitor detail page, the metrics still omit Excluded events.

Include List Overview

You can Include data according to the same dimensions. Include Lists performs the exact opposite operation. When turned on, data from only server hosts/domains you specify will be analyzed.

Note: Include List is currently for server hosts/domains. This excludes specific IP addresses, visitors and accounts. Subdomains have to be explicitly added to the include list to show up in Pendo analytics. 

To switch from Exclude List to Include List, click the ‘Convert toInclude List’ link next to the ‘+ Exclude Server Host/Domain’ button. You will then be prompted with two options for your current Exclude List settings.


Pendo encourages you to use Exclude Lists as there is a higher likelihood of discovering configuration issues. You can either clear your current settings by selecting "Clear List" (which will remove all Exclude List settings in that specific filter) or convert them to an Include List. This will reverse their behavior, but will allow you to keep a record of the current settings you have defined. Switching over will likely need additional adjustments.