Slack

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 for coaching. The Agent Connect Slack app provides different sharing options, as described below.

Sharing options

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

Copying and pasting feedback

One option for sharing feedback is to copy a shareable link for a piece of feedback, and paste it into a Slack channel. The feedback (the star-rating and any comment, if applicable) is 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 Medallia Agent Connect profile.

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

Copy shareable link for a piece of feedback

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 in Slack.

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 that Team Member's Team Leader.

Installing the Agent Connect Slack app

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

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. Contact your Agent Connect Client Success Manager with any questions.
  1. On the Settings screen, click Integrations.
  2. In the App Integrations section at the bottom of the screen, click Add to Slack.

    A Slack screen opens, prompting you to sign in to your Slack workspace.

  3. Sign in to your Slack workspace.

    A screen opens, providing details about the integration.

  4. Click Authorize.

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

Preparing for automated sharing

To build the automated Slack integration, your Agent Connect Client Success Manager needs the following information after you install the Agent Connect Slack app:

  • 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