The Zoom integration with Pendo Listen allows you to analyze selected meeting transcripts alongside other feedback sources. Set filters to import meeting transcripts that contain only specific participants. For details on how Pendo handles transcript data, AI processing, and privacy controls, see the Listen integrations security, privacy and compliance FAQ.
Important: Listen doesn't automatically import all Zoom meeting transcripts from your organization. You control which meetings are imported through date ranges, participant-based filters, and eligibility rules described in this article.
Prerequisites
Make sure the following criteria are met before setup:
- You have admin permissions in Pendo.
- You have admin permissions in Zoom.
- Listen Explore is enabled for your subscription. For more information, see Enable Listen Explore.
Note: This integration is separate from any Zoom-to-CRM data integrations.
How it works
Transcripts are only imported if they meet the following conditions:
- The meeting falls within the historical date range you select, or occurs after the integration is enabled. You specify the date range for meeting import during the initial configuration and can modify this at any time.
- The meeting matches the participant filtering criteria. During initial configuration, you can specify inclusion and exclusion filters for meeting participants so that any meetings containing specific participants are always imported or never imported. These filters can be modified at any time.
- Pendo's AI classifier identifies relevant insights in the call.
Participant filters
The following participant information can be specified to filter out specific meetings from being imported into Listen. You can edit these filters at any time through the Zoom tile in the Integrations page in Pendo:
- Participant ID mappings. Select which metadata field is mapped to the meeting participant. The default selection is the metadata field you have selected for email in Settings > Metadata > Mappings.
- Participant exclusion list. Meetings that include participants listed here will not be sent to Listen.
- Participant inclusion list. Meetings that contain participants listed here will be sent to Listen.
- External participant only. Only meetings that include an external participant (for example, a customer) will be sent to Listen.
After setup, Zoom transcripts that meet the filtering criteria specified during configuration are automatically imported into Listen Explore as feedback items. Each item includes the full transcript, categorized insights, and a link to play back the original recording. You can view Zoom feedback alongside other sources or filter it separately.
Step 1. Configure Zoom
- In Zoom, go to Account Management > Account Settings > Recordings and Transcripts.
- Select Create audio transcript.
- Select Save closed caption as a VTT file.
Step 2. Access the integration
- In Pendo, go to Settings > Integrations.
- Find and select the Zoom integration.
- Select Set up and authenticate to open the Create a new authentication window.
- Enter a name for the authentication to identify it later, then select Create to open the integration configuration.
Step 3. Configure Zoom import
Data import won't begin until the following settings are configured.
- In the integration's configuration, choose a Historical date range to import past calls from up to one year ago, or select Analyze future meeting transcripts only to skip historical data.
- For Participant ID mappings, select the metadata field used to match meeting participants to visitors in Pendo. The default selection is the metadata field you have selected for email under Settings > Metadata > Mappings.
- To exclude transcripts that include specific visitors, enter their email addresses in the Participant exclusion list. This prevents any transcript from being imported if one of those visitors was present.
- To import transcripts only when certain visitors are present, enter their email addresses in the Participant inclusion list. Transcripts are imported only if at least one of those visitors attended the meeting.
- Select External Participant Filter to only import calls with at least one participant whose account is external to the tenant, for example, a customer.
- Select Save and continue. This initiates the import and returns you to the integration’s start screen. The initial import can take several hours. If needed, you can check the status in Listen > Listen settings > Feedback sources in Pendo. Statuses include:
- Initial sync. Import is in progress.
- Connected. Import is complete and a daily sync is active.
- Error. Import was unsuccessful. The system retries once daily. If errors persist, contact our support team.
Analyze Zoom feedback in Listen
After setup, Zoom transcripts appear in Listen > Feedback as individual feedback items. Each item includes a categorized transcript and a link to play back the original call recording. You can:
- Play back the full call by selecting Watch Zoom call on the feedback item.
- Select a timestamp in the transcript to view that moment in the call.
- Filter feedback using the source filter and selecting Zoom. If All source types is selected, Zoom feedback is included by default with other sources. You can also filter Zoom feedback alongside other sources in Explore to identify shared topics, compare timeframes, or narrow results by metadata such as Product Area or account, if available.