Send survey responses to Microsoft Teams (beta)

You can route Pendo survey responses directly to Microsoft Teams channels, so your team gets notified about customer feedback without leaving Microsoft Teams. Set up per-survey routing rules to control which responses go where and filter by sentiment to focus on the feedback that matters most.

Overview

Survey response notifications in Microsoft Teams are configured at the individual survey level. For each survey, you can:

• Route responses to one or more Microsoft Teams channels.
• Filter by sentiment. Receive all responses, or only positive, neutral, or negative ones.
• Create multiple routing rules for the same survey (for example, send negative responses to a support channel and all responses to a product channel).
• Share visitor, account, and survey metadata in the response.

Responses are sent on an hourly cadence. Responses received before a notification rule is created are not sent retroactively.

Use cases

• Act on negative feedback quickly. Route negative responses to a support or customer success channel so your team can follow up promptly.
• Celebrate positive feedback. Send positive responses to a shared team channel to build visibility around what's working.
• Monitor specific surveys. Keep a dedicated channel updated with all responses from a high-priority survey without checking Pendo manually.

Before you begin

• You must have subscription admin permissions in Pendo.
• The Microsoft Teams integration must be enabled. See Connect Microsoft Teams to Pendo.
• You can send survey responses to standard and shared Microsoft Teams channels in non-private teams. Private channels and channels in private teams aren't supported.

Step 1. Configure Microsoft Teams notifications for a survey

1. In Pendo, go to Sentiment from the left-side navigation.
2. Open the survey you want to configure.
3. Select the Settings tab.

4. Locate the Send responses to Microsoft Teams card, then select Edit Microsoft Teams channels.

   

5. Search for and select the Microsoft Teams channel where you want to receive responses. The channel picker shows standard and shared channels in public teams where the Pendo app is installed.
6. Choose which responses to send: all, positive, neutral, or negative survey responses.
7. Select + Add channel to set up more notifications for additional Microsoft Teams channels.
8. Preview the Microsoft Teams message. You can preview different response types, positive, neutral, and negative.
9. Optionally, select which visitor and account metadata to include in every survey response notification. These fields are added to the Preview.
10. Optionally, select which survey information to include in each survey response notification. You can include: Survey name, App, and Product Area. These fields are added to the Preview.
11. Select Save.

To add additional routing rules for the same survey, repeat the steps above and choose a different channel or sentiment filter.

Note: Survey responses are delivered on an hourly cadence. Responses submitted before a notification rule was created are not sent retroactively.

Step 2. Receive survey notifications in Microsoft Teams

Each notification appears in the Microsoft Teams channel as an adaptive card. The card header identifies the survey type and includes the account and visitor associated with the response. A color-coded left border indicates the overall sentiment of the response.

Each card includes:

• Survey type (CSAT, PMF, UX-Lite, or NPS).
• Account and visitor name.
• A color-coded left border indicating overall sentiment.
• The survey question and the respondent's answer.
• A View response in Pendo button that links directly to the full response.
• (Optional) Visitor and account metadata.
• (Optional) Survey name, App, and Product area. Survey name updates the card heading, while App and Product Area appear as separate fields. If a selected App or Product Area has no value, the message displays --. If Survey name is selected but unavailable, the default survey response heading is used.

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 (—).

Sentiment thresholds by survey type

Sentiment classification varies by survey type. The following thresholds determine the color of the left border (green for positive, yellow for neutral, and red for negative):

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

PMF

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

UX-Lite

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

NPS

NPS cards show the respondent's score (0–10), their category (Promoter, Passive, or Detractor), and their open-text reason.

Step 3. Manage existing notifications

To update or remove a Microsoft Teams notification rule:

1. Go to the survey's Settings tab.
2. Locate the Send responses to Microsoft Teams card, then select Edit Microsoft Teams channels.
3. Change the channel or sentiment filter, then select Save.
4. To delete a rule entirely, select the Remove icon next to it, then select Save.