Quick Capture lets you log product feedback quickly, without completing the full feedback form. After you submit, Pendo's AI identifies and links the relevant account, visitor, and Product Area from the content you entered.
This article explains how Quick Capture works, how to submit feedback, and how to review and correct feedback after submitting.
Overview
In Listen, traditional feedback capture requires you to complete a feedback form with mandatory fields. Quick Capture lets you submit feedback by entering only the feedback content. When you type your feedback and submit it, Pendo's AI populates the additional metadata fields, including visitor and account attribution, automatically.
AI analyzes the submitted text and attempts to match it to an existing account, visitor, and Product Area in your subscription. Attribution results are applied to the feedback item so it stays in sync with the rest of Listen.
Quick Capture items appear in the Feedback items tab as their own source, separate from feedback submitted through other channels. This lets you filter, segment, and track Quick Capture submissions independently.
Use cases
Quick Capture is useful when you want to:
- Capture feedback in the moment. Log a customer comment right after a call or sales conversation with minimal effort, so nothing gets lost between the conversation and the feedback list.
- Reduce manual data entry. When the feedback text contains enough identifying detail, AI maps it to the right account and visitor automatically. You only need to intervene when attribution is missing or wrong.
- Submit feedback without a visitor or account ID. Quick Capture addresses the friction of visitor ID mapping that can cause missing data in standard Listen workflows. Feedback gets in first, and attribution is resolved afterward.
- Review AI attribution. Filter to feedback where AI couldn't identify a visitor, then correct the account and visitor directly from the feedback table.
How AI attribution works
When you submit a Quick Capture item, AI runs asynchronously in three steps:
- Account matching. AI analyzes the submitted text to find a matching account in your subscription.
- Visitor matching. If AI matches an account, it attempts to identify the specific visitor within that account.
- Product Area classification. AI analyzes the text against your subscription's configured Product Areas to classify which area the feedback relates to.
The feedback item appears in Listen immediately after submission. AI populates the attribution fields once processing completes, which can take up to a few minutes. Fields attributed by AI are marked with a sparkle indicator so you can distinguish them from manually entered values.
If AI can't identify a visitor from the submitted text, the Visitor column shows -- with an Unidentified visitor tooltip. You can find and review these items by filtering or sorting the feedback table. For more information, see Edit the account and visitor for Quick Capture feedback.
Requirements
To use Quick Capture, you must have the following:
- The Feedback summaries in Listen AI setting must be enabled for your subscription. This setting controls Listen's AI features, including both Quick Capture and Listen summaries. For more information, see Subscription settings.
- Your Default feedback form in user profile preferences must be set to Quick Capture. Your own preference always takes priority over the subscription default. To use the subscription default, set your preference to Follow subscription.
- To change the account or visitor on a Quick Capture item, you need permission to edit feedback items in Listen. For more information, see Roles and permissions.
Submit feedback using Quick Capture
- In Pendo, go to Listen > Feedback.
- Select Submit feedback. Quick Capture opens, unless the classic form is set as your default. For more information, see Requirements.
- In the text field, type the feedback. Include as much context as possible, such as specific account names, user names, and Product Area details, to improve AI matching accuracy.
- From the App dropdown, select the application the feedback relates to.
- For subscriptions with a single application, the app is selected automatically.
- To associate the feedback with more than one application, select additional apps from the dropdown.
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Select Submit.
The feedback item appears in the Feedback items tab immediately. AI attribution runs in the background and populates the account, visitor, and Product Area fields once complete.
Switch to the full feedback form
If you need to complete fields that aren't available in Quick Capture, you can switch to the full feedback form. In the Quick Capture modal, select the option to use the classic form.
The full feedback form opens in place of Quick Capture for the current session. This switch is one-directional. You can't return to Quick Capture in the same session without closing and reopening the form.
To open the classic form every time, change your default feedback form. For more information, see Requirements.
Edit the account and visitor for Quick Capture feedback
After AI processes a Quick Capture item, the attributed account, visitor, and Product Area appear on the feedback item, marked with a sparkle indicator. You can review these values from the feedback table and, if you have permission to edit feedback items, correct the account and visitor inline.
Inline account and visitor editing is available for Quick Capture items only. Feedback from other sources, including feedback migrated from Pendo classic Feedback, shows the account and visitor as read-only. The feedback details panel also shows these values as read-only; you edit them from the feedback table. Other feedback fields remain editable according to your Listen permissions.
Tip: Quick Capture items use a dedicated source value in Listen, separate from feedback submitted through the full feedback form or other channels. You can filter your feedback list by source to view Quick Capture items on their own.
To edit the account or visitor:
- In Listen, go to Feedback and select a feedback view or All Feedback.
- Find the Quick Capture item you want to edit. To show only Quick Capture items, filter by Source > Quick Capture.
- Select the value in the Account or Visitor column.
- Use the dropdown menu, or start typing, to select the account or visitor.
The change is saved immediately. If it can't be saved, the previous value is restored.
When you change one value, Pendo keeps the account and visitor consistent:
- If the item already has an account, the Visitor dropdown shows only visitors that belong to that account.
- If you select a visitor that belongs to exactly one account and the item has no account, the account is filled in automatically.
- If you select an account that the current visitor doesn't belong to, the visitor is cleared and the item shows as unidentified until you select a new visitor.
Changing the account or visitor also updates the votes on any ideas the feedback item is linked to. If you use the Salesforce integration, the feedback is moved to the new account in Salesforce.
When AI can't identify a visitor, the Visitor column shows --. To find these items, sort the feedback table by visitor.