Pendo Integration

​

Overview

• Import Pendo Guides as surveys for analysis
• Sync poll responses and user feedback
• Connect visitor data to BuildBetter’s people system
• Link account data to BuildBetter’s company system
• Analyze product feedback alongside conversation data

​

Features

• Survey Import: Import Pendo Guides as BuildBetter surveys
• Poll Syncing: Sync all poll types including NPS, rating scales, and free-form responses
• Response Aggregation: Import poll responses from visitors
• Visitor Mapping: Connect Pendo visitors to BuildBetter people
• Account Linking: Sync Pendo accounts to BuildBetter companies
• Incremental Sync: Only fetch new responses since last sync
• Granular Control: Select specific apps, guides, and polls to sync

​

Setup Guide

​

Prerequisites

1. Pendo Requirements:
   • Active Pendo account
   • Admin access to generate API keys
   • Integration key from Pendo settings
2. BuildBetter Requirements:
   • Active BuildBetter account
   • Admin privileges for integration setup

​

Quick Setup

1. Get Pendo API Key
   • Log in to your Pendo account
   • Navigate to Settings > Integrations
   • Generate an integration key
   • Copy the key securely
2. Connect in BuildBetter
   • Go to Settings > Integrations in BuildBetter
   • Select “Pendo”
   • Enter your Pendo integration key
   • Click “Connect”
3. Configure Sync Settings
   • Select which Pendo apps to sync
   • Choose specific guides within each app
   • Optionally select specific polls within guides
   • Save configuration
4. Start Sync
   • Click “Sync Now” to begin import
   • Monitor sync progress in the dashboard
   • Data will be processed and available for analysis

​

Supported Poll Types

​

Configuration Options

​

App and Guide Selection

{
  "guidesAndPollsToSync": [
    {
      "appId": 12345,
      "guides": [
        {
          "guideId": "guide-abc-123",
          "pollIds": ["poll-1", "poll-2"]  // or null for all polls
        }
      ]
    }
  ]
}

1. App Level: Select which Pendo apps to include
2. Guide Level: Choose specific guides within each app
3. Poll Level: Select specific polls, or sync all polls in a guide

​

Sync Modes

• Fetches only new poll responses since last sync
• Uses last_sync_at timestamp
• More efficient for regular syncing

• Re-imports all historical data
• Use when you need to refresh all responses
• Triggered via forceFullSync parameter

​

Imported Data

​

Guides (Surveys)

• Guide ID and name
• Associated polls/questions
• App ID and metadata
• Stored as surveys in BuildBetter

​

Polls (Survey Questions)

• Poll ID, name, and type
• Question text and options
• Question settings and validation
• Mapped to BuildBetter survey questions

​

Poll Responses

• Individual visitor responses
• Response timestamps
• Associated visitor and guide information
• Aggregated by visitor and time

​

Visitors (People)

• Email addresses
• Full names
• Custom metadata fields
• Associated account IDs
• Synced to BuildBetter’s people system

​

Accounts (Companies)

• Account ID and name
• Custom metadata (agent and auto fields)
• Associated visitors
• Synced to BuildBetter’s company system

​

Usage

​

Viewing Imported Surveys

1. Navigate to Surveys in BuildBetter
2. Pendo Guides will appear as surveys
3. Filter by source to see only Pendo surveys
4. View responses and analyze trends

​

Analyzing Responses

• Signal extraction and trend analysis
• Cross-referencing with call data
• Custom report generation
• Workflow automation
• Document creation

​

People and Company Enrichment

• Pendo visitor data enriches existing people records
• Email matching for deduplication
• Account data links to company records
• Custom metadata preserved and searchable

​

Limitations

• One-Way Import Only: Data flows from Pendo to BuildBetter, not vice versa
• Manual Sync Trigger: Sync must be initiated manually or via scheduled jobs
• No Real-Time Sync: Not webhook-based; uses polling/manual triggers
• Guide Configuration Required: Must explicitly configure which guides to sync
• API Rate Limits: Subject to Pendo’s API rate limiting

​

Troubleshooting

​

Connection Issues

• Verify your Pendo integration key is correct
• Ensure API access is enabled in your Pendo account
• Check that you have admin permissions
• Confirm key hasn’t been revoked or expired

​

No Data Being Imported

• Check that guides are configured in sync settings
• Verify guides have polls attached
• Ensure polls have responses in Pendo
• Confirm app IDs and guide IDs are correct

​

Sync Errors

• Check for sufficient storage space in BuildBetter
• Verify network connectivity
• Ensure Pendo API is accessible
• Review sync logs for specific error messages
• Contact support if errors persist

​

Missing Responses

• Verify sync mode (incremental vs full)
• Check last_sync_at timestamp
• Try forcing a full sync to refresh all data
• Ensure poll IDs are correctly configured

​

Use Cases

​

Product Analytics

• Combine in-app survey feedback with call insights
• Track NPS trends alongside customer conversations
• Correlate feature usage with qualitative feedback

​

Customer Research

• Analyze survey responses alongside interview transcripts
• Identify patterns between quantitative and qualitative data
• Build comprehensive user profiles

​

Feedback Management

• Centralize all customer feedback in BuildBetter
• Extract signals from both surveys and conversations
• Generate reports spanning multiple data sources

​

Security & Compliance

• API keys stored encrypted
• Data transfer over HTTPS
• SOC 2 compliant infrastructure
• GDPR compliant data handling
• Granular access controls

​

Support

• Email: support@buildbetter.app
• Visit our Help Center
• Schedule a setup call