Integrations
Manage integration-related configuration.
Medallia Agent Connect integrates with third-party products to make it easier for you to capture real-time customer feedback and then use it to motivate your front-line team, power service recovery programs, and transform coaching and QA. Your company's development team can manually build an integration using the Agent Connect Feedback Requests API, or you can use one of the pre-built API connectors built by Medallia.
Integrations settings page
The Integrations page (Settings > Integrations) contains a variety of information and configurable settings related to integrating Agent Connect with other applications. Read below for a brief overview of everything you can find on this page, with links to learn more about each section.
API
The API section contains important items needed when configuring your integration. Here you can find API keys, an API status page for your organization, and more.
To learn about all of the fields and links in this section, see the API credentials section later in this guide.
Integrated Channels
The Integrated Channels section determines which channels (Phone, Chat, and/or Email) are enabled for automatic surveys initiated by the integration. When a channel is enabled here, the manual send box for team members using that channel will be disabled.
To learn more about when to toggle these switches, see the relevant integration guide for your environment.
App Integrations
The App Integrations section contains additional options for connecting with Slack and Lessonly. Settings to configure the Salesforce integration can be found here as well, if it has been enabled for your organization.
To learn more, see the Slack, Lessonly, or Salesforce integration guides.
Interaction Fields
The Interaction Fields section contains settings related to custom properties sent to Agent Connect by your source system. You can use custom properties to extend the capabilities of your integration beyond the standard fields.
To learn more, see Requests API — Custom properties.
Using the Agent Connect Feedback Requests API
Most integrations use the Agent Connect Feedback Requests API to automatically generate a Feedback request when a ticket in your source system is closed.
For more information, see the Agent Connect API documentation.
Using connectors
Because so many companies use a few popular CRMs, Agent Connect has several connectors available for those CRMs. Connectors are pre-built API connections that are easy to implement and require little maintenance. Agent Connect monitors the the API status of the CRMs using connectors. When updates are needed, Medallia representatives make the updates and then notify you.
Work with the Agent Connect team to determine whether a connector is right for your company's needs. Connectors for the following CRMs are available:
Freshworks
Gladly
Intercom
Microsoft Teams
Salesforce
Slack
Zendesk
API credentials
Integrating Agent Connect with other products requires that you designate an email address used to test the integration. Entering the email address in Agent Connect makes your test and production API credentials available.
A test ends when Agent Connect delivers the survey, enabling you to test the customer experience with the survey completely by selecting stars, commenting, and so on. Agent Connect does not process responses associated with the test email address and test API key.
On the Settings page, select the "Integrations" tile.
In the API Test Email field, enter the email address you wish to use for tests.
In the API error alert emails field, enter one or more email addresses (separated by commas) to receive API error alerts.
Click Update.
Copy the values that appear in the Test API Key and Production API Key fields.
Use the Test API Key when testing an integration. Use the Production API Key when testing is complete and you are ready to move the integration to production.
