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Pendo Help CenterSettingsListing 101: blacklisting & whitelisting

Listing 101: blacklisting & whitelisting

Blacklist Overview

Pendo offers multiple ways to blacklist data to keep your analytics clean of unwanted data. Blacklists are a subscription-wide setting accessible by your Pendo Admins by going to Settings, and then Blacklist.

Pendo calculates metrics using events collected. Blacklists filter out events from the metric and details calculation for all Segments (except "Blacklisted Accounts and Visitors") which match at least one of the filter settings: Server Hostname/Domain, Source IP Address, Visitor ID, and Account ID.

Note: Blacklisting does not affect visitor guide eligibility - blacklisted visitors will still be able to see and interact with guides, but those events will be filtered out of the metrics.

Blacklist - Types of Filters

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Blacklist by Host/Domain

The Server Host/Domain section allows you to block specific host/domains. You can also add wildcards such as "dev*" or "*:3000".

Blacklist by IP address

The IP address will let you block off specific IP addresses of locations you know to be undesired - for example, your home or office. You can use the "Detect My IP" button after clicking on "Add IP Address".

Blacklist by Visitor ID

You can blacklist any visitor by adding their ID from the blacklisting page, or by going to the Visitors detail page in Pendo, and clicking the "blacklist visitor" from the details section of that visitor. From the blacklisting page, you can also use wildcards. So for example, if your visitor IDs are email addresses, you could use *@acme.com to blacklist all visitors who have an @acme.com in their ID.

Blacklist by Account ID

You can blacklist an entire account at a time. So for example, if your employees all log in under YourCompany account, you can blacklist the full YourCompany account to clean out all of that data.

Note: Any blacklisted event will not update the Account list, Account Last or First Visit time, or associate the Visitor event activity with the Account. This is the behavior only if the event matches at least one of the blacklisted filters at the time it is received.

Metadata Processing for Blacklisted Filters

Pendo processes Metadata events immediately at the time of receipt. Unlike recalculating metrics when Blacklist filters change, Pendo never "recalculates" Metadata. The following describes the Metadata processing behavior for events matching Blacklist filters. Even if the Blacklist filters change, the effect of the following will remain. This effect depends on the state of the Blacklist at the time Pendo receives the event.

  • Agent or API defined Metadata values for Visitors and Accounts always update immediately.
  • Metadata values applicable to guide segmentation will continue to affect Guide Eligibility.
  • First Visit and Last Visit Account (automatic) Metadata values will not update
  • If a visitor is not already associated with an AccountId, a blacklisted event will not create an association between the VisitorId and AccountId. This affects AccountId and AccountIds of a Visitor and Visitor List in Account. Despite this potentially missing association, if a Blacklist filter changes to expose previously blacklisted events, the detail view of an Account will include the events in the metrics and list the visitorId, which could be missing the association in the Visitor Account Id field.

"Blacklisted Accounts and Visitors" Segment

This segment shows a list of Visitors or Accounts which have at least one event matching a current blacklist filter for the time range specified. The metrics on the Account and Visitor Summary pages (including Summary and columnar data) represent the values of the blacklisted events of Visitors or Accounts listed. Even though these visitors are listed and you can navigate to the visitor detail page, the metrics still omit blacklisted events.

Whitelist Overview

You can whitelist data according to the same dimensions. Whitelisting performs the exact opposite operation. When turned on, data from only the domains or accounts you specify will be collected.

To switch from blacklist to whitelist, click the ‘Convert to Whitelist’ link next to the ‘Add Blacklist Server Host/Domain’ button. You will then be prompted with two options for your current blacklist settings.

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Pendo encourages you to use Blacklists as there is a higher likelihood of discovering configuration issues. You can either clear your current settings by selecting "Clear List" (which will remove all blacklist settings in that specific filter) or convert them to a whitelist. This will reverse their behavior, but will allow you to keep a record of the current settings you have defined. Switching over will likely need additional adjustments.

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