Send feedback from Microsoft Teams to Listen (beta)

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

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

Prerequisites

To set up the Microsoft Teams integration with Listen:

• You must have Listen as part of your Pendo subscription.
• You must be a subscription admin in Pendo.
• You must have the Teams Administrator role for your Microsoft tenant.

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

How it works

To connect Microsoft Teams with Listen, an admin must:

• Enable Microsoft Teams in the Listen product line settings.
• Connect Microsoft Teams to Pendo through the Pendo integrations tile.

After setup, and once the Pendo app is installed in Microsoft Teams, users can send messages and threads as feedback to Listen from any message they can access.

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

• Title. The text of the Microsoft Teams 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 Microsoft Teams user to an internal user or external visitor based on your configuration.

Note: Once the Pendo app is installed, you can send feedback from messages in any channel, chat, or direct message you can access in Microsoft Teams, including private channels.

Step 1. Enable Microsoft Teams for Listen

You must enable the Microsoft Teams 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 Microsoft Teams.
4. Select Save.

Step 2. Connect Microsoft Teams to Pendo

After enabling the integration, connect to Microsoft Teams and configure which apps, Product Areas, and users you want to make available to the Microsoft Teams integration with Listen.

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

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

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

   Field	Description
   Apps available in Microsoft Teams	Select which Apps from Pendo you want to show in the feedback submission form in Microsoft Teams (maximum 100). Submitted feedback must be associated with an app from this list.
   Product Areas available in Microsoft Teams	Select which Product Areas you want to show in the feedback submission form in Microsoft Teams (maximum 100).
   Anonymous users	Enable this setting to allow Microsoft Teams 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 Microsoft Teams tile in the Pendo integrations catalog by selecting Settings.

Note: If your organization connected Microsoft Teams using the Enable all option, the individual integration toggles are locked. Select Manage Features in the tile header to manage them. See Connect Microsoft Teams to Pendo.

After the integration is set up, all Microsoft Teams users in the connected tenant can send messages to Listen as feedback.

Step 3. Install the Pendo app in Microsoft Teams

Before you can send feedback from Microsoft Teams to Listen, the Pendo app must be installed in Microsoft Teams. A Teams Administrator installs it for your organization from the Microsoft Teams marketplace — see Connect Microsoft Teams to Pendo. Once the app is installed, you can send feedback from any message you can access in Microsoft Teams — in any channel, chat, or direct message, including private channels. You don't need to add the Pendo bot to each channel separately.

Step 4. Send feedback from Microsoft Teams to Pendo

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

1. In Microsoft Teams, open a message or thread in a channel.
2. Select the More actions menu.
3. Select 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. For a channel message, select whether to send Just this message or Full thread.
6. (Optional) Select an Application and Product Area to associate with the feedback.
7. Select Send.

The Microsoft Teams message is sent to Listen as a feedback item with the source type of Microsoft Teams 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 Microsoft Teams. Verify the Microsoft Teams feedback is visible in Listen if you don't receive a confirmation message in Microsoft Teams.

Step 5. View Microsoft Teams feedback in Pendo

After submitting a message from Microsoft Teams, 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 Microsoft Teams message section.
• Who sent the Microsoft Teams 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 Microsoft Teams 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 Microsoft Teams message section of the feedback item.