This article answers common questions about how Pendo Listen handles data for AI-assisted integrations, such as Zoom, Microsoft Teams, and Gong. These FAQs apply to integrations that pull data from external tools into Listen for analysis using Pendo AI.
Use this article to understand:
- What data is imported.
- How the data is protected.
- What controls you have when enabling or managing AI-assisted integrations in Listen.
For setup instructions and more detail about each integration, see the individual Listen integration articles.
AI-assisted integrations
Are the integrations bi-directional or unidirectional?
Unidirectional: data is pulled from external apps into Pendo. No data is pushed back to external apps.
How is the data between the systems encrypted in transit and at rest?
For more information on how data between the systems is encrypted, see Pendo’s Trust Center FAQ page.
Call transcript integrations
What specific data is shared between the solutions?
Call transcripts and meeting participants are imported into Pendo. Meeting participants must be identified by their external ID or email, and matched to visitors in Pendo by mapping this field to metadata in Pendo. For more information, see Metadata and data mappings.
The Gong integration pulls in and matches additional metadata from Salesforce, since that specific integration relies on Gong also being integrated with Salesforce. For more information, see Connect Listen to Gong.
How do you prevent sensitive calls from being imported?
By default, Pendo only considers items for import when they have at least one external participant, and only where the external participant is recognized as a visitor in Pendo. This ensures that you only track qualitative feedback data from the same users you’re also tracking through analytics. This is a configurable setting which can be disabled if needed. For more information, consult the articles in Listen integrations.
Have any other questions about Listen integrations?
Email us at listen.team@pendo.io.