Connecting Pendo sends the NPS responses your visitors submit in Pendo to a Simplesat survey. You set it up in Pendo and Simplesat, then contact us. Responses start coming in only after we've connected the integration to your survey.
Before you start
The integration is available on every Simplesat plan.
In Simplesat:
You'll need the Manage integrations permission to connect Pendo and switch the integration on. Owner and Admin have it by default.
Pendo rates from 0 to 10, so the responses need a survey whose metric question is NPS.
In Pendo:
Creating the integration key and the webhook takes a Pendo admin.
The integration works only with Pendo's US region, at
app.pendo.io. If your Pendo address includeseu,us1,jpnorau, your subscription is in another region.Your app needs Pendo's web SDK 2.33.0 or later for Pendo to send NPS responses to a webhook.
Connect Pendo
Create an integration key in Pendo:
Go to Settings > Integrations > Integration Keys and click + Add Integration Key. Enter a description, for example
Simplesat, and click Create.Copy the key now. Pendo shows it only once.
Connect it in Simplesat:
On the Integrations page, open Pendo and click Authenticate. In the window that opens, paste the key into API Key and click Authenticate.
When the page shows Authenticated with Pendo, click Activate integration on Sync survey data from Pendo to Simplesat.
Copy the URL from the integration's Webhook URL field.
Add the webhook in Pendo:
Go to Settings > Integrations, open the Webhooks tab and click + Add Webhook.
Enter a name, for example
Simplesat NPS, set the type to URL, and paste the webhook URL. Simplesat doesn't check the Secret field, so enter any value there.Click Test to send a sample to the URL and check that it's accepted.
Choose NPS submitted as the event to send. To bring in only some of your Pendo NPS surveys, select them here.
Save the webhook.
Then contact us with the Simplesat survey the responses should go into, and they'll start coming in once we've connected the integration to it.
What arrives in Simplesat
Each time a visitor submits a Pendo NPS survey, a new response shows up in your Simplesat survey, dated when Simplesat receives it.
In Simplesat | From Pendo |
The metric rating | The visitor's NPS rating |
The follow-up answer | The reason the visitor gave |
The customer's email | The visitor's email, as your Pendo install sends it |
The customer's External ID | The Pendo visitor ID |
The customer's company | The name of the Pendo account the visitor belongs to |
A few more things to know:
The visitor's name isn't brought over.
Responses from Pendo count toward your plan's Monthly responses, like any other response.
The survey's other integrations don't run for responses from Pendo.
Only responses submitted after the webhook is set up come over.
Change the integration key
To connect with a new Pendo integration key, for example because the old one was deleted:
In Pendo, create a new integration key.
On the Pendo page in Simplesat, click Revoke access.
Click Authenticate and enter the new key.
Click Activate integration on Sync survey data from Pendo to Simplesat. Reconnecting leaves it off until you do, and responses submitted while it's off aren't added later.
The webhook URL stays the same, so the webhook in Pendo needs no change.
Warning: Reset integration clears the integration's setup, including the survey we connected it to, and gives it a new webhook URL. Contact us before you use it.
Troubleshooting
My Pendo responses don't show up in Simplesat
Check each of these:
Sync survey data from Pendo to Simplesat is active on the Pendo page.
The webhook in Pendo uses the URL from the Webhook URL field and sends NPS submitted. If you selected NPS surveys in the webhook, the Pendo survey the visitor answered is one of them.
We've connected the integration to your survey. If you haven't contacted us since you activated the integration, do that now.
Your Pendo address is
app.pendo.io.Your app runs Pendo's web SDK 2.33.0 or later.
The response was submitted after the webhook was set up.
If all of these are right, contact us with the visitor's Pendo ID and when they answered.
The Webhook URL field on my Pendo page is empty
The field fills in once Pendo is authenticated and Sync survey data from Pendo to Simplesat is active. If it's still empty after that, contact us.
My Pendo responses don't have the customer's name or email
The visitor's name isn't brought over. Responses come in with the visitor's email, as your Pendo install sends it, and the name of the Pendo account they belong to as their company. If your Pendo install doesn't send an email for a visitor, their response has no customer email.
My Pendo responses stopped after I reconnected Pendo
Reconnecting leaves the integration off. Click Activate integration on Sync survey data from Pendo to Simplesat.
If you clicked Reset integration, the webhook URL changed and the integration is no longer connected to your survey. Paste the new URL into the webhook in Pendo, then contact us so we can connect it again.
FAQ
Can I bring in Pendo responses from before I connected?
No. Only responses submitted after the webhook is set up come over. To add earlier ones, export them from Pendo and import them into your survey as a CSV, as Importing feedback describes.
Can I bring in only some of my Pendo NPS surveys?
Yes. In the webhook's settings in Pendo, select the NPS surveys that should send responses.
Do responses from Pendo count toward my monthly responses?
Yes, like any other response.