Automation · Customer service and scheduling
Log in Pendo the feature a customer asks for on WhatsApp
When a customer asks for a feature on WhatsApp, an AI agent logs it as feedback in Pendo and links it to the idea that already exists.
How do I log in Pendo what my customers ask for on WhatsApp without copying it by hand?
A customer of your software writes on WhatsApp "it would be great to export to Excel". The Met finds their account in Pendo and checks whether a similar idea exists and whether that account already asked for the same thing. It logs the request as feedback for the account, in the customer's own words, and links it to the existing idea; if there is none, it creates the idea. It tells the customer the request was logged, without promising a date. Your product team sees the request in Pendo next to the others asking for the same thing. The writes depend on a Pendo admin having turned on the write tools.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp asking for a feature or an improvement. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with Pendo connected
Customer service team
This is not a named, seeded Met: it is the Met that already answers your software's WhatsApp, with Pendo connected. Its work ends when the request is logged as feedback and linked to an idea, or when it tells the customer it did not find their account and hands them to a person.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Pendo Research and analyze
5 steps · 6 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the customer's account
The Met asks the customer for their company name and searches for the account in Pendo. If several similar ones show up, it asks for one more detail before going on, so it does not log the request on another account.
- 2
Check whether they asked before
The Met brings recent feedback matching the request, which comes with the account that left it, up to 30 per call. If that account already asked for it, it does not duplicate it: it tells the customer it was already noted.
- 3
Look for a similar idea
The Met searches product ideas with the words of the request. Each search brings up to 30 ideas, so it uses specific terms, such as "export" or "Excel".
- 4
Log the feedback
The Met creates the feedback in Listen with a short title, the description in the customer's words, the app ID your team left in the skill and the account it found. It needs the write tools turned on in Pendo.
- 5
Link it to the idea, or create it
If it found a similar idea, the Met links the feedback to that idea. If there was none, it creates a new idea with a clear title and then links it, so product can see how many accounts ask for the same thing.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
The write tools turned on in Pendo
A subscription admin goes to Settings, Subscription settings, AI access and turns on the read tools first and then Pendo MCP server (write tools).
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Pendo connected in Met with your app ID
In Met, open Connections → Pendo → Connect and leave feedback creation, idea creation and the link between them switched on. In the skill, your team writes the Pendo app ID.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that answers customers. The conversation happens there; Pendo remains the record of the request.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not promise that the feature will be built or when. The Met logs the request; deciding what goes into the product is your team's job.
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It does not ask for confirmation in the chat before creating the feedback or the idea: if the action is on, it creates it. The admin decides which writes stay on.
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It does not log the request if it cannot find the account: Pendo requires at least one account or visitor on each feedback item.
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It does not work with Pendo subscriptions outside the US region, because the connector uses that region's URL.
FAQ
Questions about this automation
Each request becomes feedback for its own account, linked to the same idea. That way product sees how many accounts ask for that feature.
Not in this procedure: it only creates an idea when a customer asked for it and no similar one existed, and it uses the customer's words in the feedback.
This procedure does not. If your product's help lives in another integration, the Met can check it before logging the request.
Pendo does not say so in the documentation for these tools. What it does require is that an admin turns on the MCP and its write tools in the subscription.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.