Integrations overview

Integrations are a core part of how Pulse Insights helps you extend the value of each response. They can help you:

• Link data that only exists in your enterprise back-end to uncover new insights

• Operationalize events like creating support tickets when certain feedback criteria are met

• Contextualize existing datasets by layering in what was inside users' heads to learn the "why" behind observed behavior

• Personalize future interactions by incorporating explicit user feedback and data into engine's decisions

Our approach to integrations

Enterprises use the same software in different ways. This makes one-size-fits-all integrations difficult. Perhaps you need to transform the data before sending it, so that it can be immediately used by the other system. Perhaps you need to customize which data you send. Perhaps you need to customize where you want to send the data. Because of the realities of enterprise integrations, we've focused on making our integrations flexible to allow for minor customizations to fit your situation.

Integrations process

Because we will be customizing the integration to meet your specific needs, we'll ask you for some inputs to help inform our configurations.

Destination & authentication details:

• CRM, CDP, or ESP (such as Hubspot, Salesforce, Braze)

• Data Lake or other internal repository (e.g. S3 Bucket, SFTP)

• Web Analytics, A/B testing, session replay, or other tag-based integrations (e.g. Google Analytics, Adobe Analytics, Optimizely, or ContentSquare)

File specifications

For file-based integrations:

• Frequency: What frequency would you like us to send the data? We can send data upon submission (in near-real time) or in batches in your desired frequency (e.g. daily sends, x times a day/week/month, etc.). We can also send historical data if your survey campaign has already started before the integration has been completed.

• File receiving schedule: Desired time window when we should send the data.

• File name: Desired naming convention for files sent.

• Action when there is no activity: e.g. Should a blank file be sent when there is 0 submissions for the time period?

Data points to include

Which data points would you like to include? Our standard list of data points can be modified to fit your needs. See the section on Contextual Data for additional data types to consider passing to Pulse Insights for further analysis.

Data Point	Format	Definition
Account Name	Text	Account Name given by Pulse Insights for each initiative.
Account ID	Text	Unique account # identifier given by Pulse Insights for each initiative.
Date	MM/DD/YYYY	Date of submission.
Time	HR:MM:SS (24 HR Format - UTC)	Time of submission
Question	Text	Question text that is displayed to the user.
Response	Text	Text version of the user response.
Tags	Text	Relevant to Open-Ended responses, and manually created by users in Pulse Insights reporting page
Survey ID	Numeric	Sets of questions are grouped in each survey. This survey ID represents the survey.
Question ID	Numeric	ID representing each question that is being displayed.
Response ID	Numeric	ID represents each user response.
Next Question ID	Numeric	If surveys have multiple questions, this represents next question that could be shown.
Pageview Count	Numeric	Number of pages viewed by the user.
Visit Count	Numeric	Number of visits.
Device Type	Text	Device type that is assigned by Pulse Insights (e.g. desktop, mobile, tablet).
Device UDID	Text	ID assigned to each user based on the device they used. This is assigned by Pulse Insights
Client Key	Text	A persistent, anonymous, and unique User ID that you assign to a user. The value is typically passed to Pulse Insights upon an authentication event and used to tie a response back to an individual or to tie multiple devices/browers together. See Client Key for more details.
Completion URL	Text	URL that the survey was taken on if web. Native mobile, API/email responses, and Dynamic Email responses don’t include this value.
View Name	Text	For native mobile/SDK-based responses, the View Name is the equivalent of a Page or Screen name in web-based apps. It is defined by the app developers and typically the same value that gets passed to SDK-based analytics packages as the Page Name.
Event	Text	Optional value that tells Pulse Insights what occurred to trigger a survey. It is captured via pi('present', 'alias'); Please refer here for more details on presenting specific surveys.
Context Data	Text	Context Data is meant to provide additional details about the user’s current context that typically isn’t immediately observable from the page or screen itself. For example, the category of product the user is viewing or the variant of an A/B test that a user was sorted into. It is explicitly passed to Pulse Insights via JavaScript or API methods during implementation. See more details on context data here.
Device Data	Text	Device Data is meant to provide additional details about the device (which is often a proxy for the user) that persist across multiple pageviews and sessions. For example, a customer’s loyalty/membership tier, internal model segmentation value or score, or Persistent IDs from other services work well as device data. Device data is expected to change infrequently (since it describes the customer/device, not the current context). Device Data is explicitly passed to Pulse Insights via JavaScript or API methods during implementation.Device Data is meant to provide additional details about the device (which is often a proxy for the user) that persist across multiple pageviews and sessions. For example, a customer’s loyalty/membership tier, internal model segmentation value or score, or Persistent IDs from other services work well as device data. Device data is expected to change infrequently (since it describes the customer/device, not the current context). Device Data is explicitly passed to Pulse Insights via JavaScript or API methods during implementation. Please see the section on device data for more details.
Sentiment Score	Decimal	The result of Google’s NLP API for open-ended/free text responses. Score ranges between -1.0 (negative) and 1.0 (positive) and corresponds to the overall emotional leaning of the text
Sentiment Magnitude	Text	The result of Google’s NLP API for open-ended/free text responses. Magnitude indicates the overall strength of emotion (both positive and negative) within the given text, between 0.0 and +inf. Unlike score, magnitude is not normalized; each expression of emotion within the text (both positive and negative) contributes to the text's magnitude (so longer text blocks may have greater magnitudes).
Operating System	Text	User device's operating system (e.g. iPhone; CPU iPhone OS 14_7_1 like Mac OS X).
Browser	Text	User device's browser (e.g. Chrome, iPhone Safari)
Browser Version	Text	User device's browser version
Channel	Text	Mapped based on the type of response: Web/Browser, Mobile SDK, Direct Submission API/Link, or Dynamic Email. Note that traditional email survey responses use Direct Submissions (Links), so appears in reporting as such while Dynamic Email utilities its own API to classify it as such.

Timing

Once we have all of the connection details, file specifications (if applicable), desired data points, we will configure a "worker" to send the data as desired.

Please note that we can batch send historical data, so you can set your survey live before the integration is complete without losing any data. Once the integration is complete, we will send all data from survey launch date to when the automated worker began.

QA

We will jointly QA the integration to ensure data is flowing to spec before enabling it. We also have error monitoring for when integrations fail (e.g. if API Key changes) and will work with you to remediate.

Please contact your Customer Success Manager to ask about the QA process, or to set up a live QA call.