SFTP

Use a Secure File Transfer Protocol (SFTP) integration to transfer reports of customer interactions to Medallia Agent Connect, which then sends surveys, gathers feedback data, and so on.

Integration process

To implement an SFTP integration with Agent Connect:

Create a report — Create a test file containing information captured for customer interactions. At minimum, the file must have the customer email, the Team Member email or ID, and the channel used for the interaction. Optionally, the file can include information such as the channel of the interaction, tags you want applied to the interaction, and the case number.
Create an SSH key — Work with your IT team to create a public SHH key. A Medallia team member uses this key to generate credentials to access the Agent Connect SFTP server. The key must be an RSA key, 2048 bits or greater. For more information, see SSH key pairs.

Automate file transfers — Work with your IT team to automate the process of transferring files to the Agent Connect SFTP server. The DNS name is sftp-v2.stellaconnect.net.

Note: If your company requires PGP encryption, use the Agent Connect public PGP key to encrypt files before sending, and notify your Medallia representative that you are doing so. The public PGP key (which expires September 17, 2022) is:

Test workflow — Test the connectivity of the integration by sending the test file you created.
Schedule reports — Work with your IT team to send reports on a scheduled basis, as frequently as possible.
Go live — Begin using your automated integration with Agent Connect.

Endpoint

Use this endpoint to send files via SFTP to the Agent Connect


Endpoint	sftp-v2.stellaconnect.net
Port	9222
IP	129.80.119.205
Directory	/sftp-bulk-requests-v2/userName Where UserName is provided by your implementation specialist

Required and recommended fields

For each interaction, the following table lists the required fields and the optional fields Medallia recommends you include. Each interaction must have data for the customer email address, the channel used for the interaction, and either the user email address or the user custom ID.


Field	Description	Required?
`custom_id` (for the customer)	Unique ID of the customer	No
`name` (for the customer)	Name of the customer	No
`email` (for the customer)	Email address of the customer	Yes
`do_not_send`	When `true`, the survey request is not sent	No
`language`	The language of the survey t	No
`tags`	Call center tags associated with the interaction	No
`country`	The customer's country ID, used for identifying PII	No
`brand`	The company brand associated with the interaction	No
`external_interaction_id`	Interaction ID used in your call center software	No
`custom_id` (for the user)	Unique ID of the user	Yes (if `email` is not used)
`email` (for the user)	Email address of the user	Yes (if `custom_id` is not used)
`channel`	The channel used for the interaction, `email`, `phone`, or `chat`	Yes
`external_url`	Link to the ticket in the company call center software	No

File format

With an SFTP integration, flat files are the data sources used as inputs to the Agent Connect batch sending system. Use the file format guidelines in this section to make the integration as seamless as possible.

All files must have a name with one of the following structures. Your <company_subdomain> in the examples below is a unique name for a data source that does not change, and can be referenced within Agent Connect to uniquely identify your company. If you need help identifying your company subdomain, contact your Medallia representative.
- For CSV files: <company_subdomain>_yyyymmddhhmmss.csv
- For PGP files: <company_subdomain>_yyyymmddhhmmss.csv.pgp
All files must be in ASCII format, and must not contain any non-readable characters.
You must choose a field delimiter, preferably the pipe character (|). The character you choose as a delimiter must never occur naturally in the data.
Values for string data field must be surrounded by opening and closing double quotation marks.
Boolean data fields must have either "true" or "false" as a value. The value must be surrounded by opening and closing double quotation marks.
Items in array data fields must be separated by commas, must not include spaces. If you need to separate words with in an item in the array, use dashes (-) or underscores (_). The entire array must be surrounded by opening and closing double quotation marks. For example: "red,green,light-blue,dark-blue"
For fields with no data, use opening and closing double quotes, with no space.
The first row of the file must be a header row that denotes field labels. This row is a delimiter record that names each field in subsequent rows, and serves as the schema for your data. The position of each field label (from left to right) must correspond to the position of the data for that field in subsequent rows. Each field label must be surrounded by opening and closing double quotation marks. The header row must be delimited by a newline character (\n). For example:
```
“customer name”|”customer email”|”employee email”|”do not send”|”channel”|”external interaction id”|”external url”|”tags”\n
```
The second and all subsequent rows each contain data for a customer interaction. Each row must have the same number of fields as the header row, with each field having the same meaning in each row. Each field label must be surrounded by opening and closing double quotation marks. Each data row must be delimited by a newline character (\n). For example:
```
“Simone”|”simone@example.com”|”paul@blancapeak.com”|”false”|”chat”|”49288523”|"https://blancapeak.your-source-system.com/cases/49288523"|”product-defect,return,vip"\n
```

The following example shows how a short file might be formatted:

"customer name"|"customer email"|"employee email"|"do not send"|"channel"|"external interaction id"|"external url"|"tags"/n
            “Simone"|"simone@example.com"|"paul@blancapeak.com"|"false"|"chat"|"49288523"|"https://blancapeak.your-source-system.com/cases/49288523"|"product-defect,return,vip",/n
            “John"|"john@example.com"|"paul@blancapeak.com"|"false"|"chat"|""|""|"return"“Jane"|"jane@example.com"|"paul@blancapeak.com"|"false"|"chat"|"112233"|"https://blancapeak.your-source-system.com/cases/112233"|"return,vip"/n