Configure a Pendo integration

Who can use this feature?

  • Global admins
  • Available on all plans

A Pendo integration allows you to leverage a Pendo visitors report to track page/feature/track elements in Pendo as activity/module usage within Totango. Over time, Totango aggregates the data to give you trends of usage, such as:

  • Show me all accounts (customers) who have or have not used this functionality in the past X(7/30/90/etc) days. 
  • Show me all users (people) who have or have not used this functionality in the past X(7/30/90/etc) days.  


To configure a Pendo integration with Totango, you'll need the following:

  1. Your Totango accountID or foreign key available as a field in Pendo
  2. Pendo instance with API access
  3. A Pendo integration key (see below)
  4. A Pendo visitor report (see below)

1. Add a Pendo integration key

A Pendo connection with Totango requires a Pendo integration key (token).

  1. In Pendo, go to Settings > Integrations > Integration Keys.
  2. Find more detailed steps within Pendo support documentation.

    Totango does not require write access.

  3. Copy the integration key for establishing a connection with Totango.

2. Create a Pendo connection with Totango

Before you create an integration job, you must establish a connection. A connection is an authentication mechanism that allows Totango to integrate to another system. Each connector has different requirements for connection. You can reuse connections to support multiple integration jobs. 

  1. In Totango, click Settings from the left nav.
  2. Expand Data Management > Customer Data Hub.
  3. From the list of active connectors (left), choose Product Analytics.
  4. From the list of available connectors, hover over Pendo, and click Connect.
  5. Add a name, description, and the integration key (token) that you copied from Pendo (see above steps).
  6. Click Add Connection.

You can now set up a one-time or scheduled integration job using a Pendo visitor report.

3. Create a Pendo visitor report

Each Pendo integration job in Totango requires a Pendo visitor report. The visitors report should include AccountID, UserID (optional), and any Page, Feature, or Track elements that you want to send to Totango as Activity/Module usage data. 

  1. In Pendo, go to People > Visitors > Visitor Reports.
  2. Click Create Report at the top right.
  3. Modify the properties, and ensure the following:
    • Visibility is set to Everyone
    • Date Range is set to Yesterday
  4. Add columns that represent your Totango AccountID and UserID.

    If you don't have a UserID due to anonymization or other reason, you can save the report without it. Later, when you set up the Pendo integration job in Totango, you can add a constant for UserID rather than dynamically capturing that data point from Pendo.

  5. Add the columns for the Page, Feature, or Track element that you want to bring to Totango via usage data.

    The name of the Page/Feature/Track element is what's used as Activity name, and the Pendo grouping  is what is used as the Module.  

  6. Save the report.

Anytime you modify this report in the future to add/remove tracked items, you should also modify any related Pendo integration jobs you create in Totango to automatically pick up those changes.

4. Create a Pendo integration job in Totango

Each Pendo integration job requires you to specify the Pendo visitors report that you want to use (see above). Once the job is active, Totango fetches the report and incorporates the Page/Feature/Track elements as Activity/Module usage data.

  1. From within Totango, locate the established Pendo connection.
  2. Click +Create Integration.
  3. Click Usage.
    A new integration page appears.
  4. Choose from the available visitor reports that you want to use.
  5. From the Report Fields drop-down, select the columns within the report that you've added for AccountID and UserID.

    Only columns in the report that are not page/track/feature items will appear. 

  6. Click Load Preview
  7. In the Map and Format Data Fields area, Totango attempts to map the columns in the data source (Pendo) with attributes in Totango (Account ID and User ID). Ensure that the source field (left) maps to the desired Totango attribute (right). Foreign keys are supported.

    Optionally configure with User ID as a constant

    If you are not bringing a value for User ID in from your Pendo visitor report, you may instead choose to set a constant using the Function Editor. This sets all user actions to a generic user to eliminate the need for a user to be identified.
    1. Click inside the source field, and click Open Function Editor.
    2. In the Function Editor, click Add Function.
    3. Enter the following: Constant("generic-user")
    4. Click Preview.
    5. If the preview looks good, click Save Function.
    6. The function is added to the mapping.
  8. When Account ID and User Id are mapped, click Validate Mapping. The validation must be successful in order to proceed.
  9. The first 10 records that have usage will values appear. Preview the data in the file to ensure it looks correct. 
  10. From the Settings area, set the following:
    • Name: Add a name to help you identify the job later.
    • Description: Add a description for the job.
    • Allow new accounts/objects creation: Allow new records to be created during the integration. If disabled, only records that already exist in Totango will be affected by the job (default).
  11. From the Schedule area, set the following:
    • Run: Choose the recurring schedule you want this job to run. The default is 11p.m. your instance timezone. The reason for this, is so that the data is always delivered right before your daily is processed. It is highly recommended not to change this.
    • Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
    • Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
  12. Click Save and Sync.
  13. The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
  14. Click inside a job to view more details.

Data will be immediately reflected in the UI once the processing is done for the selected job. Learn more about analyzing user-level usage data in Totango.


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