Send feedback from Slack to Listen (beta)

Send messages from Slack directly to Listen as feedback items to capture insights without needing to leave Slack.

This article explains how to set up and use the Slack integration with Listen, including how to send messages as feedback from Slack to Listen.

Prerequisites

To set up the Slack integration with Listen:

• You must have Listen as part of your Pendo subscription.
• You must be a subscription admin in Pendo.
• You must be an admin in your Slack workspace.

After the integration has been configured in Pendo, all allowed Slack users will be able to use the Send to Pendo functionality.

How it works

To connect Slack with Listen, an admin must:

• Enable Slack in the Listen product line settings.
• Connect the Slack workspace with Pendo through the Pendo integrations tile.

After setup, a Slack user can add the Pendo bot to a specific channel to begin sending messages and threads as feedback to Listen.

When you send a message from Slack to Listen, the integration automatically creates a new feedback item. The following information is included in the feedback:

• Title. The text of the Slack message is used to create the feedback title. If the message is long, the title is truncated to the first 100 characters. Pendo AI generates a title for the feedback if Listen Explore is enabled.
• Message contents. You can choose to send a single message or an entire thread of replies to Listen. Each message is presented with the sender name and timestamp.
• Submitter details. Pendo maps the Slack user to an internal user or external visitor based on your configuration.

Note: You can't send content from direct messages (DMs) to Listen. You can only send messages and threads that exist in a public or private channel where the Pendo bot has been added.

Step 1. Enable Slack for Listen

You must enable the Slack integration with Listen in your subscription settings.

1. In Pendo, go to Settings > Subscription settings.
2. In the Product Lines section, select Listen Settings.
3. Turn on Slack.
4. Select Save.

Step 2. Connect Slack to Pendo

After enabling the integration, connect to your Slack workspace and configure which apps, Product Areas, and users are available. If you want to enable all Slack integrations available through Pendo, see Connect Slack to Pendo for more information. The following steps only describe how to set up the data-in integration with Listen.

1. In Pendo, go to Settings > Integrations.
2. Select the Slack tile for Listen. This opens a panel with a list of available integrations with Slack.

3. In the Slack tile, go to Send feedback to Listen.
4. Select the toggle to enable the integration.
5. In the window that opens, choose a Slack channel to share feedback with Listen.
6. Select Allow to authorize the integration and return to Pendo.

6. Configure the Slack integration with Listen by completing the following fields:

   Field	Description
   Apps available in Slack	Select which Apps from Pendo you want to show in the feedback submission form in Slack (maximum 100). Submitted feedback must be associated with an app from this list.
   Product Areas available in Slack	Select which Product Areas you want to show in the feedback submission form in Slack (maximum 100).
   Anonymous users	Enable this setting to allow Slack users who don't have an associated Pendo user account to send feedback to Pendo.

7. Select Save and continue to apply the changes.

You can edit these settings at any time from the Slack tile in the Pendo integrations catalog by selecting Settings.

After the integration is set up, all Slack users in the connected workspace can send messages to Listen as feedback.

Step 3. Add the Pendo bot to a Slack channel

Before you can send feedback from Slack to Listen, the Pendo bot must be added to the channel you want to send messages or threads from. This allows you to control which channels, public or private, that Pendo can access.

To add the Pendo app to a channel:

1. In Slack, go to the channel you want to connect.
2. Type @Pendo in the channel, and select Enter. Slack adds the Pendo app to the channel.
3. Alternatively, you can add the Pendo app to the channel by selecting the channel name, then go to Integrations > Apps > Add apps. Search for the Pendo app, then add it.

After the Pendo bot is added, you can send messages and threads from the Slack channel to Pendo as feedback.

Step 4. Send feedback from Slack to Pendo

After the integration is enabled and configured, Slack users can send messages into Listen as feedback.

1. In Slack, open a message or thread in a channel.
2. Select the More actions menu (three dots).
3. Select Connect to apps > Send feedback. This opens a form where you can add details about the feedback item before submitting it.

4. Enter either a Visitor or Account name to associate with the feedback.
5. If the message is part of a thread, select whether to send Just this message or Full thread. This option is only available for messages that are part of a thread.
6. (Optional) Select an Application and Product Area to associate with the feedback.
7. Select Send. 

The Slack message is sent to Listen as a feedback item with the source type of Slack message. You also receive an automated message from the Pendo app confirming that the message was sent. 

Note: While the submission of feedback into Listen is usually fast, it may take a few minutes for the confirmation message to appear in Slack. Verify the Slack feedback is visible in Listen if you don't receive a confirmation message in Slack.

Step 5. View Slack feedback in Pendo

After submitting a message from Slack, you can view the feedback item in Listen.

In the Pendo (Send feedback) reply, select View in Pendo to open the feedback item directly in Listen. In this view, you can see:

• The contents of the message in the Slack message section.
• Who sent the Slack message and the timestamp when the message was posted.
• The account, app, and Product Area information is added to the feedback item.
• The Pendo user who sent the feedback to Listen is indicated by the Created by label at the bottom of the feedback item. If the user who submitted the feedback from Slack doesn't have an associated Pendo email, they're labeled as Anonymous.
• If you send a full thread to Listen, each message is listed in the Slack message section of the feedback item.