This article explains how to connect Microsoft Teams to Pendo Listen so you can import transcripts from recorded Teams calls as feedback. This helps you consolidate customer insights from meetings directly into your feedback workflow.
How it works
Teams transcripts are imported into Listen as feedback items. Each item includes the full transcript, categorized insights, and a link to play back the original recording. You can view Teams feedback alongside other sources or filter it separately.
Note: Pendo doesn't import calls without transcripts or recording permissions.
You can filter, tag, and analyze imported transcripts like any other call in Listen.
Prerequisites
To set up this integration, you must:
- Be a subscription admin in Pendo.
- Be an admin in Microsoft Teams with access to the Microsoft Admin Center.
- Enable Listen Explore for your subscription. For more information, see Enable Listen Explore.
- Enable meeting recording and transcription in your Teams settings.
Step 1. Configure your Microsoft tenant
As the admin of the Microsoft tenant, you must configure your tenant so that data can be shared between Teams and Pendo. A tenant is an instance of your organization's Microsoft 365 environment. The Teams integration setup prompts you to carry out the following steps to configure the integration for the first time:
- Provide Admin consent in your Microsoft account. See the Microsoft article Grant tenant-wide admin consent to an application for more information.
- Connect Teams to Pendo.
You must select Provide consent in Microsoft before you can select Set up and authenticate.
Step 2. Configure the Microsoft Application Access policy
In Microsoft, make sure you configure the Application Access policy in the Admin Center to allow data sharing with Pendo. First, you run a command to create the policy, then you run a second command to assign each user whose meetings can be accessed by Pendo.
-
Create the application policy by running the following command:
New-CsApplicationAccessPolicy -Identity PendoListenPolicy -AppIds "0f8c3397-47ea-47af-a42f-e0d18dd4bc15" -Description "Allows Pendo to read meeting content"
where
"0f8c3397-47ea-47af-a42f-e0d18dd4bc15"is the app ID for Pendo. -
For each Teams user in the tenant whose data is to be shared with Pendo, run the following command:
Grant-CsApplicationAccessPolicy -PolicyName PendoListenPolicy -Identity "userId"
where
"userID"is the user's Microsoft ID.
For more information about this step, see the Microsoft article Configure application access to online meetings or virtual events. Contact Microsoft support if you encounter any issues.
Step 3. Authenticate with Microsoft
- In Pendo, go to Settings > Integrations.
- In the list of integrations, find Teams for Listen.
- In the tile, select Set up and authenticate.
- In the authentication window, enter the Tenant ID of your Microsoft account. You can find the Tenant ID in the Admin Center.
- Select Create.
- Sign in using your Microsoft credentials.
- Microsoft will ask if you want to allow Pendo to read your users' information. Confirm that you allow this to continue.
- The authentication is successful and redirects you back to the integration page in Pendo.
Step 4. Configure Teams 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 Teams feedback in Listen
After setup, Teams transcripts appear in Listen as individual feedback items. Each item includes a categorized transcript and a link to play back the original Teams call recording. You can:
- Play back the full call by selecting Watch Teams call on the feedback item.
- Select a time stamp in the transcript to view that moment in the call.
- Filter feedback using the source filter and selecting Teams. If All source types is selected, Teams feedback is included by default with other sources. You can also filter Teams 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.