Company fields

Company fields configure basic information, such as your company name and the URL used when signing in to Medallia Agent Connect.

Company Name

The name that represents your company. Your Company Name is shown in surveys and throughout Agent Connect.

User Login URL

The web address for signing in to Agent Connect. Customers also see the address in emails from your company.

Feedback expunge threshold in days (30)

Feedback will be removed from the database after the configured number of days (default 30).

Forward emails to

Email address to receive emails when customers reply directly to a feedback email instead of leaving a star rating.

Suppression period (in days)

The number of days additional surveys are suppressed for any specific customer. This prevents customers from receiving several survey emails when several people on your team are working to resolve an issue. If you do not want to survey a customer more than once in a day, enter 1 for this field.

Survey is marked finished after (in hours)

Determines how long Agent Connect will wait before marking an incomplete survey as finished. We recommend giving customers at least one hour to complete their already-started survey before marking it as finished. However, this setting should be kept to the lowest number of hours possible to minimize loss of real-time webhook functionality.

Channels

Turn on the channels you plan to use during customer interactions. You can customize the customer survey experience for each channel. For more information, see Surveys.

Reports enable you to evaluate the performance of your team across channels. For more information, see Dashboards and reports.

Branding

Branding controls the company logo and colors your customers see in the connect requests you send after an interaction. For detailed configuration information, see Branding.

In this section, you can manage your company branding within your Agent Connect account.

Company Logo

This is the logo that will appear at the top of your sent surveys to customers.

Note: Logos should be uploaded in horizontal format for best layout. We will resize so the logo fits on all screen sizes. Please upload a logo with transparent or white background, at least 400px wide and 100px tall. Most image file types are accepted.

Brand Color

This color will be used in the feedback flow your customer sees. Color must be provided in a hex color value and must start with "#"