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Recipe: Send NPS to Slack

This recipe is intended to walk through the steps of using Pendo and Zapier to send NPS (or other poll/survey) responses to a company wide Slack channel.

Configure Pendo

npstoslack-createreport.png

Create a visitor report

To get started, hop into Pendo and navigate to the Visitors section. If you’ve already created visitor reports, your screen might look slightly different. Regardless, click Create Visitor Report.

Give your report a name. Something like Zapier - NPS Responses should work.

npstoslack-createreportname.png

Then click on the segment dropdown to reveal the option to create a new segment.

npstoslack-createsegment.png

Create a segment

Start by creating a segment to capture all users who have responded to your poll/survey. In this example, we’re creating a segment to capture anyone who has responded to our NPS poll.

Name your Segment. We named ours NPS Responders.

npstoslack-segmentname.png

Next you’ll add the following rule: Poll Response - NPS (or other poll/survey) - Poll question (if multi-step) - Responded - Within Last - 1 days. npstoslack-segmentrules.png

This tells Pendo to look for any users who have responded to the poll within the last 24 hours and send a notification to slack with the associated report information we’ll configure in the next step. Setting the segment rule to within last 1 days is extremely important for this Zap since we only want to capture the visitor one time and once we’ve done that, we don’t really care about them any longer (as they relate to the slack notification).

Click Create Segment to save the segment.

Set your Date Range to Last 1 Days

Last item that needs attention is the report columns. Any columns you include here will be available to leverage in Zapier. By default, the visitorID will always be included. For survey/polls, you’ll want to include a column with the user’s response, as well as any other data points you want to include with your Slack message.

When you’re done, click Create Report.

Configure Zapier

Set up trigger

Log into your Zapier account and then click Make a Zap.

For the trigger step, search and select Pendo.

npstoslack-pendotriggerapp.png

note: if you search and do not see Pendo as an option, double check to make sure you’ve followed the integration setup instructions found here.

Next you’ll be asked to select a Pendo trigger. Right now, Pendo only supports one trigger so it should automatically select the default trigger. If it doesn’t auto-select, click Visitor in Report and then click Save + Continue.

npstoslack-selectpendotrigger.png

Here is where you’ll select the Report ID you want to associate with this zap. You’ll be looking for the report ID with the associated name Zapier - NPS Responses (or whatever you decided to name your report).

npstoslack-reportid.png

To finish up your trigger, you need to test it by fetching a visitor that falls into the report.

npstoslack-testpendotrigger.png

note: In order for this step to work, there needs be at least one visitor on the Pendo report. If you don’t have any visitors eligible for the report, you will be unable to test the zap.

Once Zapier is able to find a visitor, you’ll be able to move onto the action step. In this recipe, it’s the Slack notification.

Action Overview

In Zapier, the action step determines what will happen when a visitor responds to our NPS poll.

For this example, we’ll walk through triggering a slack notification to a company wide channel that everyone monitors. For NPS, this is great for scaling data accessibility cross-functionally and build a company wide NPS culture.

Set up action

Search and select Slack.

npstoslack-slackactionapp.png

Click Send Channel Message. Go ahead and click Save + Continue.

npstoslack-sendchannelmessage.png

Here is where you will configure the outbound slack message:

Channel: What channel should the message go to? We created a channel called #proj-nps that we invited team members to.

npstoslack-channel.png

Message: what should the message say? This is where we’ll add the data we included as columns in Pendo. To do this, click the + icon to reveal available options. If you click on one of them, you’ll notice how it will input the value in the message text. This will allow it to dynamically change each time based on the information associated with the user.

npstoslack-messagebody.png

Bot Name, Bot Icon Emoji, Bot Icon URL, Attach Image by URL, Auto-Expand Links, Send @mention notifications: these are all optional fields. Play around with them or leave them as-is.

note: for testing purposes, we recommend that you create a private channel or send the message directly to your username as a private message. That way you can get the message just right before surprising everyone with how cool it looks.

That’s all you need to get up and running! Go ahead and test it to make sure your formatting looks good. When you’re ready, flip the switch on your Zap to turn it live.

Errors and Recommendations

If you are encountering issues with the integration, please navigate to our reference on Errors and Recommendations.

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