Developer's guide to installing Feedback

This article describes the process for existing Engage (Insights & Guidance) customers who’d like to add Feedback to the Pendo product. Before continuing, we recommend that you first read the Developer's guide to installing Pendo.

Pendo Feedback works with different information to Pendo Engage, and typically involves editing the install script (“snippet”) in your application so that you can:

    • Pass additional metadata, for example, a field for email address.
    • Create auto-tags for segmentation in Feedback.

For more information on this process, view the Installing Pendo Feedback via the Snippet video in Pendo Academy.

If you’re a legacy Feedback customer that wants the most up-to-date experience, or a new customer of both Engage and Feedback, follow the process for new Pendo customers, summarized in the Developer's guide to installing Pendo, and consider the additional metadata and auto-tagging setup advice detailed under Step 1: Identify changes to the initialize method in this article.

Feedback installation process

First, if you self-host Pendo, ensure you have the most recent version of the Pendo agent–compare the version number deployed under Settings to the latest version listed in the Pendo Web Agent Archives. Alternatively, use the pendo.getVersion()command in the console.

Then, identify any changes you want to make to the initialize method in the installation code. For more information, see Step 1: Identify changes to the initialize method.

Finally, add Feedback by updating the code with your changes to metadata fields. For instructions, see Step 2: Reconfigure the install script. Pendo then enables Feedback as part of the onboarding process.

Step 1: Identify changes to the initialize method

Pendo Feedback works best with different information to Pendo Engage (Insights & Guidance). This includes:

    • Unique Account IDs (required)
    • Email address as Visitor metadata (strongly recommended for communication)
    • Full name as Visitor metadata for additional context
    • Visitor and Account-level auto-tags
    • Whether or not the Account is a paying customer
    • Account value (typically the monthly or annual recurring value)

FeedbackSnippet.png

Account IDs in Feedback

Unlike Engage (Insights & Guidance), Feedback requires Account IDs. Visitors must have an Account ID associated with them to create their unique records in Feedback. This is what provides the key details about the users submitting requests.

For accurate Feedback usage data, Account IDs mustn’t change.

Currently, Pendo Feedback doesn’t map Visitors to a parent Account. If an end-user belongs to multiple Accounts with the same Visitor ID, Feedback counts them as unique Visitors.

Multiple accounts can impact your reporting, so it’s important to check the Visitors that a request is associated with. Although we create duplicate users in Feedback, we display both the Visitor and Account, allowing you to associate feature requests to a Visitor and Account.

Anonymous Visitors aren’t supported in Pendo Feedback.

Email address metadata

We strongly recommend also passing email addresses in the metadata fields of the install script ("snippet"). This is different from using email addresses as Visitor IDs.

Email metadata is accessible in Pendo reports, can be used to create custom segments, and are a central part of Pendo Feedback. By including Visitor email address in the install script, you can optionally send email notifications to your users, informing them of updates to requests that they’re subscribed to, and send engagement and product emails.

You can be selective about email notifications, and Visitors can unsubscribe to a request when they create, vote on, or comment on it. For more information, see Feedback email notifications.

Auto-tagging in Feedback

You can add tags in the Feedback UI to Requests, Team Users, Visitors, and Accounts. The most efficient way to tag at the Visitor and Account levels is with auto-tagging.

Auto-tagging can be used to:

  • Create reports of requests in Feedback based on Account-level and Visitor-level tags. After adding auto-tags to the install script, you can go to Feedback > Reports > Advanced and select tags found under User Filters and Account Filters to filter on.
  • Solve situations arising from metadata fields for Engage (Insights & Guidance) not correlating one-to-one with metadata fields for Feedback. For example, if you have Visitor metadata such as user permissions, role, and departments in Engage, you can set these up as auto-tags in Feedback.

You can auto-tag requests that originate from a specific Visitor or Account. You can't auto-tag requests from specific URLs or based on other criteria.

Similar to metadata, you must decide what to send as auto-tags based on your organization’s policies, keeping PII concerns in mind.

For more information on auto-tagging, see Auto-tagging in Feedback.

Step 2: Reconfigure the install script

You can reconfigure the install script (snippet) using the instructions laid out in Step 2: Install Pendo on your application in the Developer's guide to installing Pendo, or by doing the following:

  1. From the app.pendo.io in your browser, navigate to Pendo Products > Feedback > Product Settings.
  2. Select Install Feedback and then Install Snippet in Pendo Settings.
  3. Hover over your app’s card and select View App Details.
  4. Select Install Settings.
  5. Copy the code into a text editor and edit it.
  6. Set the field names within the Visitor and Account object of the Snippet.
  7. Populate the code with metadata and tags in your app.
  8. Copy the code to your app code by pasting it into the Head tag of your HTML template, which is present on all pages of your application.

Additional configurations

Disable Feedback for a subset of end-users

To block Feedback access to a subset of your users, you can use disableFeedback:true, which prevents Feedback from initializing for those users. This means that Feedback doesn't collect data for those users, which means their Visitor record isn’t created and they have no way of accessing Feedback.

This doesn’t prevent the user from being tracked by Pendo Engage.

Troubleshooting

Auto-tags not appearing in Pendo Feedback

Feedback receives Visitor and Account tag values that are written to the initialize method. To show metadata values collected from the Pendo agent in the Feedback UI, add key value pairs for Visitor and Account tags in array format.

Learn more about auto-tagging in Feedback.

Code Template

visitor:{
  id:'VISITOR-UNIQUE-ID'// Required if user is logged in// email:        // Recommended if using Pendo Feedback, or NPS Email// full_name:    // Recommended if using Pendo Feedback// role:         // Optional
// tags: // Recommended if using Pendo Feedback // You can add any additional visitor level key-values here,// as long as it's not one of the above reserved names.}, account:{// id: 'ACCOUNT-UNIQUE-ID' // Highly recommended// name: // Optional// monthly_value:// Recommended if using Pendo Feedback// is_paying: // Recommended if using Pendo Feedback// planLevel: // Optional// planPrice: // Optional// creationDate: // Optional
// tags: // Recommended if using Pendo Feedback // You can add any additional account level key-values here,// as long as it's not one of the above reserved names.}

Code Example with Metadata

visitor:{
  id:              $user.ID,
  email:'$user.email',
  full_name:'$user.full_name',
  role:'$user.accessLevel',
  creationDate:    $user.creationDate,
tags: ['$user.accessLevel','$user.creationDate'] }, account:{ id:'$account.ID', name:'$account.name', is_paying:'$account.is_paying', monthly_value:'$account.monthly_value', planLevel: $account.subscriptionCost, isFoo: $account.isFoo,
tags: ['$account.subscriptionCost','$account.isFoo'] }

Code Example sent to Pendo

visitor:{
  id:62343,
  email:'john@doe.com',
  full_name:'John Doe',
  role:'admin',
  creationDate:1404326949156},

account:{
  id:17,
  name:'Acme, inc',
  monthly_value:'99.99',
  is_paying:true,
  planLevel:995,
  isFoo:false}