Identify visitors with the Visitor Identification LWC

Use the Visitor Identification Lightning Web Component (LWC) in the Pendo Toolkit for Salesforce to identify visitors and update visitor metadata in Pendo. This gives you a flexible, admin-configurable way to identify known users and send visitor metadata from Salesforce when that data isn't available as part of your Pendo Extension deployment.

This method is useful when visitor metadata exists in Salesforce but isn't yet connected to Pendo through browser extension.

How it works

The component runs in the browser and executes when the page loads. It reads the configured Visitor ID and metadata fields from the Salesforce User object. If values are present, it updates the visitor through the Pendo extension with this information. All future events for the user are associated with this new Visitor ID. 

If the selected field for Visitor ID is empty for a user:

• The Visitor ID isn't updated in the Pendo Extension.
• Any related metadata isn't updated.
• The current visitor remains anonymous or uses the previously set Visitor ID. 

Note: This prevents incomplete Salesforce records from overwriting valid visitor data in Pendo.

Prerequisites

Before using the Visitor Identification component, make sure you have:

• Pendo installed and configured on Salesforce using the Pendo Launcher browser extension.
• The Pendo Toolkit for Salesforce installed and configured. For instructions, see Set up the Pendo Toolkit for Salesforce.
• Admin access in Salesforce.
• Your subscription setting Visitor metadata through browser scripting turned on.

Step 1: Configure the Visitor ID and metadata fields

1. In Salesforce, open the App Launcher and search for the Pendo app.
2. In the Pendo app, open the Pendo Track Event Configuration tab.
3. Select the User object.
4. Select the fields you want to include as visitor metadata in Pendo.
5. Choose the field to use as the Visitor ID with the checkbox on the right side of the screen.
6. Select Save.

Step 2: Add the component to page layouts

Place the Visitor Identification LWC on any Lightning page layout where you want Pendo to collect visitor ID and metadata.

Once the component is loaded on the page, it sends the configured field values via the Pendo Extension. These values are used to identify the visitor and enrich their metadata for segmentation and analytics.

You can then view your updated visitor metadata in Pendo through People > Visitors or Settings > Metadata.