Agent Analytics helps you understand how your visitors interact with AI-powered agents in your application by capturing and reporting on visitor-submitted prompts and conversations.
This article outlines what data is collected, how it’s stored, and the privacy and security measures in place for Agent Analytics.
Prerequisites
The following prerequisites apply to Agent Analytics:
- You must be on agent version 2.300.0 or above. Data isn’t collected on earlier versions.
- You must be a subscription admin or have the AI Agent Admin role to view the actual prompt or conversation text that visitors submit to AI agents. Other users can still access analytics about prompts or conversations, such as counts and trends, without viewing the text contents.
What data is collected
Agent Analytics captures visitor-submitted prompts or full conversations from AI agent interactions in your application. Full conversation capture requires implementing the Conversations API.
Agent Analytics doesn’t capture or store the contents of files or attachments submitted during AI agent interactions. It captures metadata indicating whether a file was uploaded, including the file name and type.
Agent Analytics also respects your privacy and exclusion settings. Visitors and accounts marked as Do Not Process don't generate Agent Analytics data, and prompts from visitors and accounts on your exclude list aren’t included in your prompt counts and don’t count toward your monthly prompt limit.
Where data is stored
All data collected through Agent Analytics is stored using the same infrastructure and security practices as other Pendo product data.
Pendo uses Google Cloud Platform (GCP) to host customer data in a secure, multi-tenant environment. GCP services meet industry standards for security and compliance, including SOC 2 Type II and ISO 27001.
Customer data collected through Agent Analytics is never commingled with data from other subscriptions.
For details about data storage, encryption, and compliance certifications, see Data collection and compliance and Security and privacy at Pendo.
Data visibility by role
In addition to infrastructure-level protections, Pendo restricts access to raw conversation data based on user roles. Only subscription admins and users assigned the AI Agent Admin role can view visitor-submitted
prompt text, conversation transcripts, and visitor details. Other users in your subscription can access Agent Analytics reports, including aggregate metrics, use case summaries, and trend data, without seeing
individual prompt or conversation content.
For a full breakdown of what each role can access, see Who can access conversation data in the Agent Analytics overview.
Preventing sensitive data capture
Pendo applies multiple layers of protection to help prevent the capture and processing of sensitive or Personally Identifiable Information (PII).
Agent Analytics uses automatic data redaction at the point of capture when collecting prompt and conversation inputs from AI agents. Redaction uses regular expressions (regex) to detect and mask common data types, including:
- Email addresses
- Phone numbers
- Credit card numbers
- Social Security numbers
- IP addresses
- Physical addresses
- Dates of birth
Note: Because regex-based redaction only detects common formatting patterns, sensitive information entered in non-standard formats might not be sanitized.
Redaction occurs before captured data is processed by Pendo and applies to text in both visitor-submitted prompts (inputs) and agent responses (outputs). Some event metadata, like IP addresses, might still be collected automatically when a prompt is submitted as part of standard Pendo event collection.
We recommend configuring your AI agents to discourage visitors from entering sensitive or confidential information, such as PII or customer data. Because regex-based redaction can't detect every possible sensitive data format and some metadata is still collected, it's your responsibility to configure your agent's messaging and behavior to prevent sensitive data collection whenever possible.
For more information about how Pendo uses AI and protects customer data, see Artificial intelligence (AI) at Pendo. For general information about Pendo’s security and data privacy practices, see our Trust Center.