Send survey responses to Slack

You can send Pendo survey responses to Slack channels in real time. Configure routing rules on a per-survey basis to control which channels receive responses, and optionally filter by sentiment so different teams see the responses most relevant to them.

Overview

When Slack notifications are configured for a survey, each new response is posted to your selected Slack channels automatically. You set up routing rules directly on the survey's settings tab, no additional integration setup is required beyond connecting Slack to Pendo.

Each routing rule specifies a Slack channel and an optional sentiment filter. You can add multiple rules per survey, for example to route negative responses to a customer success channel and positive responses to a product channel.

Note: This feature supports CSAT, PMF, and UX-Lite surveys. NPS responses are handled separately through the NPS Slack integration.

Use cases

• Act on negative feedback quickly. Route negative responses to a dedicated Slack channel so your team can follow up with affected users without delay.
• Share positive feedback broadly. Send positive responses to a company-wide channel to surface wins and build team morale.
• Monitor specific surveys in context. Post all responses from a post-launch survey to a product team channel so the team can track sentiment as it comes in.

Before you begin

• You must have subscription admin permissions in Pendo.
• Slack must be connected to Pendo. If you haven't done this yet, see Connect Slack to Pendo.

Configure Slack notifications for a survey

You configure Slack notifications on a per-survey basis from the survey's settings tab.

1. In Pendo, go to Sentiment and open the survey you want to configure.
2. Select the Settings tab.

3. In the Slack notifications card, select Edit Slack channels.

   

4. Select + Add channel, then select a Slack channel from the dropdown to send survey responses to.
5. You can choose which type of responses are sent to the channel. Choose:
   • All responses: Every response is sent to this channel.
   • Positive: Only positive responses.
   • Neutral: Only neutral responses.

   • Negative: Only negative responses.

     You can send multiple response types to the same channel.

6. Select + Add channel to set up another channel, for example, one to receive positive responses, and another to receive neutral and negative responses.

7. Preview the Slack message. You can preview different response types.
8. Select Save to apply your changes.

New responses are sent to Slack on an hourly cadence. Responses received before you configure the Slack notifications won't be sent to Slack.

Slack message format

All survey response notifications share the same basic structure: a header identifying the survey type, the account and visitor associated with the response, a color-coded left border indicating overall sentiment, a question and answer block for each survey question, and a View response in Pendo button that links directly to the response in Pendo.

For rating scale questions, the scale range is shown on the same line as the question — for example, How satisfied are you? (1 - 5). Long answers are truncated in the notification. If a visitor skipped an optional question, the answer displays as a dash (—).

Color coding

The color of the left border indicates the overall sentiment of the response. The thresholds differ by survey type.

Note: PMF color-coding may appear counterintuitive at first: "Very disappointed", meaning the visitor would be very disappointed if they could no longer use the product, is the strongest positive PMF signal and receives a green border. The color coding matches what you see in the Responses tab in Pendo.

CSAT

CSAT messages show each question and the respondent's answer. The satisfaction score appears as the answer to the first question block.

PMF

PMF messages show each question and the respondent's answer. The overall rating appears as the answer to the first question block.

UX-Lite

UX-Lite messages include a Score headline showing the calculated usability score (0–100) above the individual question responses.

Manage Slack notifications

To modify an existing Slack notification:

1. Go to Sentiment and open the survey you want to configure.
2. Select the Settings tab.
3. In the Slack notifications card, select Edit Slack channels.
4. Select + Add channel to configure another notification to your Slack workspace.
5. Select a destination channel and the response type you want to send to that channel.
6. Select Save to apply your changes.

To remove Slack notifications:

1. Go to Sentiment and open the survey you want to configure.
2. Select the Settings tab.
3. In the Slack notifications card, select Edit Slack channels.
4. Select the Remove icon next to the notification you want to remove.
5. Select Save to apply your changes.