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Documentation Index

Fetch the complete documentation index at: https://docs.dovetail.com/llms.txt

Use this file to discover all available pages before exploring further.

Pendo

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Overview

Automatically import open-text responses from your Pendo Guides into Channels in real-time, where they’re analyzed and grouped into themes so you can track trends over time. If your guide includes an NPS or CSAT poll alongside the free-text follow-up, Dovetail can pull the score across too — use Dashboards to visualize NPS and CSAT charts. When you set up the connection, you’ll pick one Pendo guide, choose which open-text polls to analyze, and optionally attach a single score poll. Learn more about Channels →

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Prerequisites

  • A Dovetail workspace with Channels enabled and your user has Can edit or Full access on the Channel you’re adding the source to.
  • A Pendo subscription with API access enabled.
  • A Pendo integration key with read access — generate or copy one from Settings → Integrations in Pendo. You’ll need an account that can manage integration keys.

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Set up the Pendo integration

You can set up the Pendo integration from Settings, when you create a new Channel, or when you Add source to an existing Channel.
1

Open the Connect data source modal

In Dovetail, open the Connect data source modal and select Pendo.
2

Copy your Pendo integration key

In a separate tab, sign in to Pendo, open Settings → Integrations, and copy your integration key. It looks like 47c78ed4-…us, where the suffix after the dot tells Dovetail which Pendo region to call (us, eu, us1, jpn, or au).
3

Paste the key into Dovetail

Paste the key into the Integration key field and select Next.
4

Pick a Pendo guide

Choose the Pendo guide you want to analyze. Only public guides that contain at least one open-text (FreeForm) poll appear in the list — drafts, disabled guides, and guides without an open-text question are filtered out.
5

Pick the open-text polls

Select one or more open-text polls inside that guide. If the guide has exactly one open-text poll, Dovetail selects it for you.
6

Optionally pick a score poll

Optionally pick a single NPS or CSAT poll as a score field. Only NPS (0–10) and CSAT (1–5 or another small numeric range) polls are eligible — other numeric scales aren’t supported as score fields.
7

Pick a backfill window

Choose how far back to import existing responses: Last 7 days, Last 30 days, Last 90 days, or Last 6 months.
8

Confirm setup

Confirm setup and select Finish.
Pendo 02

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Authentication and permissions

Pendo uses an integration key. The key is passed as the x-pendo-integration-key header on every request and Dovetail only ever issues read requests — guide metadata and poll responses are fetched; nothing is written back to Pendo. The key needs read access to:
  • The /guide endpoint, used to list guides and their polls.
  • The /aggregation endpoint, used to fetch pollsSeen aggregations (the response data).
Your Pendo plan must include API access in order to obtain a key. Pendo’s standard guide permissions still apply — Dovetail only sees what the key’s subscription is allowed to see.

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Configuration in detail

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Picking a guide

You can pick one guide per data source connection. Dovetail only shows guides that are publicly published and contain at least one open-text poll. If a guide doesn’t show up:
  • It might be a draft or disabled guide.
  • It might only contain rating, NPS, or other numeric polls without an accompanying open-text question.
  • It might not have been published to a Pendo segment yet.
To analyze polls across more than one guide in the same Channel, add Pendo as a data source again with a different guide selected.

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Picking open-text polls

Within the chosen guide, you can select one or more open-text polls to import. Every selected poll’s response becomes a turn in the same conversation per respondent, so if a guide has a “Why?” and an “Anything else?” poll, both answers from the same visitor land on the same data point as a multi-turn exchange.

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Picking a score poll (optional)

You can optionally pick one NPS or CSAT poll from the same guide. Dovetail adds the score as a field onto the same data point as the open-text answer, which allows the channel to be selected as a source for NPS and CSAT charts in Dashboards. Score polls outside the NPS (0–10) or CSAT (1–5) shape aren’t eligible.

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What gets imported

Every poll submission Dovetail imports becomes one Channels data point per visitor per submission, with the open-text answer (or answers) as the conversation content and metadata attached as fields you can filter and roll up by.

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Always imported

FieldSource
Guide IDPendo guide ID
Guide namePendo guide name (falls back to guide ID if missing)
Pendo visitor IDPendo’s visitorId for the respondent
Pendo account IDPendo’s accountId for the respondent’s account (only if set)
Question text and response textEach selected open-text poll appears as a Q+A pair in the conversation
Submission timestampPendo time field on the poll submission

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Imported when configured

FieldWhen
NPS score (0–10)When an NPS poll is attached as the score field
CSAT score (1–5)When a CSAT poll is attached as the score field

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Not imported

  • Polls or responses from a draft or disabled guide — they won’t appear in the picker and won’t sync.
  • Submissions where the visitor only answered a score poll and skipped every selected open-text poll — Dovetail needs at least one open-text answer to create a data point.
  • Other poll types (rating scales outside NPS/CSAT shape, dropdowns, multi-select) — only open-text polls land as conversation text, and only NPS/CSAT polls land as a score field.
  • Visitor or account metadata beyond IDs — names, emails, or custom Pendo metadata aren’t pulled.
  • Polls served through headless delivery — Dovetail filters those out at the API level.
  • Attachments or media — Pendo polls don’t carry these.
  • Derived analytics — Pendo’s own engagement metrics, segments, or NPS/CSAT roll-ups aren’t imported; Dovetail computes its own analysis on the raw responses.
Need a field that isn’t on this list? Let us know.

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Sync behavior

  • Backfill window. When you first connect, Dovetail imports responses received within the period you selected (7 days, 30 days, 90 days, or 6 months).
  • Ongoing sync. New responses sync in automatically after the initial backfill on the standard Channels cadence.
  • Pagination. Dovetail fetches responses in pages of 5,000 records and continues until the page is complete.
  • Rate limiting. If Pendo rate-limits a request, Dovetail backs off and retries automatically.

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Troubleshooting

The Pendo card doesn’t appear when I add a source. The integration is in early access and gated by a feature flag. Ask your Dovetail contact to enable Pendo Guides for your workspace. “Invalid integration key” when I paste the key. Either the key is wrong, the key has been deleted in Pendo, or your Pendo subscription doesn’t have API access enabled. Generate a fresh key under Settings → Integrations in Pendo and confirm with your Pendo admin that API access is on. My guide doesn’t show up in the picker. Dovetail only lists public guides that contain at least one open-text poll. Check that the guide is published (not a draft), is not disabled, and has at least one FreeForm question on it. My poll doesn’t show up in the score-poll dropdown. Only NPS (0–10) and CSAT (1–5 or another small numeric range) polls are eligible. Other rating scales and number inputs aren’t supported as score fields. My poll has responses in Pendo but Dovetail says nothing imported. Possible reasons:
  • Every response in the backfill window only answered the score poll and skipped every selected open-text poll. Dovetail needs at least one open-text answer to create a data point.
  • The responses were submitted outside the backfill window. Try connecting again with a longer window, or wait for new responses to come in.
  • The responses were captured via Pendo’s headless delivery, which Dovetail filters out.
I want to analyze multiple guides in the same Channel. Add Pendo as a data source on the same Channel once per guide.

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Disconnect or delete the Pendo source

There are two distinct actions on a Channels source. Disconnect. Stops Dovetail from ingesting any new data from this source. Anything already imported stays in the Channel. To disconnect, open the Channel, go to the sources list, click ••• on the Pendo source, and select Disconnect. You’ll see:
Are you sure you want to disconnect [source name] from [Channel name]? This will immediately stop the Channel from ingesting any new data. Any data already imported from this source will remain in the Channel.
Delete. Removes the source and deletes every data point that was imported from it. This is permanent. To delete, click ••• on the Pendo source and select Delete. You’ll see:
Are you sure you want to delete [source name] from [Channel name]? This will delete all associated data points. This is permanent and cannot be undone.
To revoke API access entirely, delete the integration key in Pendo under Settings → Integrations. That immediately invalidates any sync that tries to use it.