Pendo Integration

Import surveys, responses, and user data from Pendo into BuildBetter

What You Can Sync

From Pendo to BuildBetter:

• Guides (in-app surveys) → Surveys
• Poll responses → Survey responses
• Visitors → People
• Accounts → Companies

The Pendo integration is one-way: data flows from Pendo to BuildBetter only.

Setup Instructions

Prerequisites

• Active Pendo account with admin access
• Pendo Integration API key
• BuildBetter organization admin access

Connection Steps

1. Get Your Pendo API Key

   • Log in to your Pendo account
   • Go to Settings → Integrations
   • Generate or copy your Integration Key
   • Keep this key secure

2. Connect in BuildBetter

   • Go to Settings → Integrations in BuildBetter
   • Find Pendo in the BI & Analytics category
   • Click “Connect”
   • Paste your Pendo Integration Key
   • Click “Save”

3. Configure Which Guides to Sync After connecting, you must configure which Pendo Guides (surveys) to import (see Configuration below)

Configuration

Guides to Surveys Toggle

Toggle: Guides to Surveys

Enable this to sync Pendo Guides as surveys in BuildBetter.

Selecting Guides & Polls to Sync

You need to specify which Pendo data to import. The configuration has three levels:

Level 1: App ID

• Your Pendo App ID (find this in Pendo settings)

Level 2: Guide IDs

• The specific Guides you want to sync from that app
• Find Guide IDs in Pendo under Guides

Level 3: Poll IDs (Optional)

• Specific polls within each Guide
• Leave blank or set to null to sync all polls in the Guide

Configuration Format:

In BuildBetter Settings → Integrations → Pendo → “Guides & Polls”:

[
  {
    "appId": 12345,
    "guides": [
      {
        "guideId": "guide-abc-123",
        "pollIds": null  // null = sync all polls in this guide
      },
      {
        "guideId": "guide-xyz-456",
        "pollIds": ["poll-1", "poll-2"]  // only sync specific polls
      }
    ]
  }
]

How to Find These IDs:

• App ID: In Pendo, go to Settings → App Details
• Guide ID: In Pendo Guides list, click on a guide and check the URL (e.g., /guides/abc-123)
• Poll ID: In the guide editor, inspect each poll’s settings or ID

If you don’t configure any guides, the sync will run but won’t import any data.

Supported Poll Types

BuildBetter imports all Pendo poll types and maps them to survey questions:

Pendo Poll Type	BuildBetter Question Type	Description
PositiveNegative	Single Select	Yes/No questions
NumberScale	Rating	Numeric rating scales (1-5, 1-10, etc.)
FreeForm	Text	Open-ended text responses
NPSRating	NPS	Net Promoter Score ratings (0-10)
NPSReason	Text	NPS follow-up explanations
PickList	Single Select	Single choice from options
Vote	Single Select	Voting questions
VoteVocItemId	Text	Text-based voting responses

How It Works

Sync Schedule

The Pendo integration syncs hourly (every hour):

• Incremental Sync: Only fetches new responses since the last successful sync
• Full Sync: Can be manually triggered to re-import all historical data

What Gets Imported

For Each Configured Guide:

1. Guide Information

   • Guide name and ID
   • All polls (questions) in the guide
   • Created as a Survey in BuildBetter

2. Poll Responses

   • Individual visitor responses
   • Response timestamps
   • Aggregated by visitor and time

3. Visitor Data

   • Email addresses (from metadata)
   • Full names
   • Custom metadata fields (agent and auto)
   • Associated account IDs
   • Created as People in BuildBetter

4. Account Data

   • Account ID and name
   • Custom metadata
   • Linked to visitors
   • Created as Companies in BuildBetter

Data Matching

Visitors → People:

• Matched by email address
• Creates new person if not found
• Links to company via Pendo account ID
• Metadata fields preserved as additional data

Accounts → Companies:

• Matched by account ID or name
• Creates new company if not found
• Metadata stored as custom fields
• Personal domains allowed (unlike CRM integrations)

Viewing Imported Data

Surveys Section

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

People & Companies

• Pendo visitors appear in your People list
• Enriches existing people records via email matching
• Pendo accounts appear as Companies
• Custom metadata searchable and visible on records

Using Imported Data

Once imported, you can:

• Extract Signals from survey responses
• Cross-reference Pendo feedback with call data
• Create documents from survey insights
• Build workflows based on NPS scores or feedback
• Analyze product usage alongside customer conversations

Troubleshooting

Connection Issues

“Pendo authentication failed”

• Verify your Integration Key is correct
• Check that the key hasn’t been revoked in Pendo
• Ensure you have admin permissions in Pendo
• Try regenerating the API key

Sync shows “error” status

• Check the error message in Settings → Integrations → Pendo
• Verify Pendo API is accessible
• Reconnect with a fresh API key

No Data Being Imported

“No responses syncing”

• Make sure you configured at least one guide in “Guides & Polls to Sync”
• Verify the App ID, Guide IDs, and Poll IDs are correct
• Check that the guides have actual responses in Pendo
• Ensure guides are published (not in draft mode)

“Can’t find my Guide ID”

• In Pendo, go to Guides and click on your guide
• The Guide ID is in the URL: /guides/{guide-id}
• Copy the exact ID (case-sensitive)

“Visitors not creating People”

• Verify visitors have email addresses in Pendo metadata
• Check that visitor metadata includes agent.email field
• Visitors without emails will be skipped

“Accounts not creating Companies”

• Verify accounts have names in Pendo metadata
• Check the metadata.agent.name field in Pendo
• Accounts without names will use the account ID as the name

Configuration Issues

“Guides & Polls configuration invalid”

• Verify your JSON syntax is correct
• Check that all IDs are strings (wrapped in quotes)
• Ensure appId is a number (no quotes)
• Use null (not an empty array) to sync all polls

Example valid configuration:

[
  {
    "appId": 12345,
    "guides": [
      {
        "guideId": "abc-123-def",
        "pollIds": null
      }
    ]
  }
]

Example invalid configuration:

[
  {
    "appId": "12345",  // ❌ Should be a number, not string
    "guides": [
      {
        "guideId": abc-123-def,  // ❌ Missing quotes around guide ID
        "pollIds": []  // ❌ Use null instead of empty array for all polls
      }
    ]
  }
]

Sync Limit Issues

“Only some responses syncing”

• Default sync has no limit
• If configured with a limit, only that many responses will be imported per sync
• Trigger a manual sync to continue importing
• Check sync logs for the actual count

Important Notes

One-Way Integration

Data flows only from Pendo to BuildBetter. You cannot push data back to Pendo from BuildBetter.

Manual Configuration Required

Unlike some other integrations, Pendo requires you to manually specify which Guides to sync. This gives you control over what data is imported.

Incremental Sync

After the first sync, only new responses since the last sync are imported. This is more efficient and faster.

To re-import all historical data, trigger a “Full Sync” from the integration settings.

Multiple Apps

You can sync from multiple Pendo apps by adding multiple entries to the configuration:

[
  {
    "appId": 11111,
    "guides": [...]
  },
  {
    "appId": 22222,
    "guides": [...]
  }
]

Best Practices

Start with One Guide Configure and sync one guide first to verify everything works before adding more.

Use Guide Names for Organization Guide names become survey names in BuildBetter—use clear, descriptive names in Pendo.

Sync All Polls in a Guide Set "pollIds": null to sync all polls rather than specifying individual IDs (easier to maintain).

Review Imported Metadata Check that visitor emails and account names are populating correctly in Pendo’s metadata fields.

Monitor Sync Frequency Hourly sync is usually sufficient. Contact support if you need more frequent syncing.

Support

Need help with Pendo integration?

• Verify your Integration Key has proper permissions
• Check that Guide IDs and Poll IDs are correct
• Review configuration JSON syntax
• Contact BuildBetter support with your Pendo App ID and any error messages