Slack

Share respondent feedback in Slack channels.

The integration between Medallia Agent Connect and Slack enables you to share customer feedback directly to Slack, increasing visibility into your team's successes and areas in which coaching is needed. The Agent Connect Slack app provides different sharing options, as described below.

Sharing options

The integration provides two sharing options. Your company can use one or both options.

Option 1 — Copy and paste feedback

One option for sharing feedback is to copy a shareable link from the Stream and paste it into a Slack channel. The star-rating and any comment will be displayed as part of your Slack message. This means that anyone in the Slack channel can see the feedback you share without needing their own Agent Connect profile.

To locate the shareable link for a piece of feedback, open the Stream and click Copy shareable link beneath the piece of feedback you want to share.

Copy shareable link for a piece of feedback

Copy shareable link for a piece of feedback

Option 2 — Automated sharing

Another option is to share feedback in Slack automatically. You decide the response criteria and the Slack channel. As matching responses arrive, Agent Connect posts them automatically into a Slack channel.

For example, you might want to share all 5-star responses and associated comments to a department-wide kudos channel. You might send negative feedback to a dedicated coaching channel or a team leader's private channel, enabling more timely coaching and service-recovery opportunities.

Note: Agent Connect cannot use variable team member or team details to find the private Slack channel of the relevant team leader.

Install the Agent Connect Slack app

To share feedback in Slack, you must first install the Agent Connect Slack app via the steps below.

Note: While installing the app, you might see a notification that indicates the Agent Connect Slack app has not been reviewed or approved by Slack. The notification is not a cause for concern. This procedure installs the app within Agent Connect, and the notification appears only because the app is not discoverable inside the Slack app directory.

  1. Open the Integrations page (Settings > Integrations).

  2. In the App Integrations section at the bottom of the page, click Add to Slack.

    add to slack button

  3. When prompted, sign in to your Slack workspace.

  4. Click Authorize.

    After authorization is complete, Agent Connect will display a success message stating that Slack links are now enabled for your team.

Prepare for automated sharing

To build the automated Slack integration after you install the app, the Agent Connect team needs the name and ID of the Slack channel in which to display feedback.

  • The name of the Slack channel to display feedback.
  • The ID of the Slack channel. To learn the ID, open the channel in a web browser. The ID is the final string of characters in the URL. For example:

    A Slack channel ID

To find the channel ID, open the channel in a web browser. The ID is the final string of characters in the URL. For example:

A Slack channel ID