Requests API — Custom properties

Extend your integration with custom fields.

Medallia Agent Connect uses standardized fields within our integrations, but you can also send custom properties through the Requests API. This can be useful for reporting, filtering, custom marketing links, and more. This guide discusses the required updates to your source system, as well as configuring and using custom fields within Agent Connect.

Update your integration

If you choose to send a custom property, you will need to update your integration to send the information for each survey.

Send requests to the Requests endpoint using the following schema:

curl --location 'https://subdomain.api.stellaconnect.net/v1/requests' \
--header 'x-api-key: [insert your API key here]' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--data-raw '{
  "customer": {
    "custom_id": "simone123",
    "name": "Simone",
    "email": "simone@example.com"
  },
  "employee": {
    "custom_id": "6598260",
    "email": "samantha@blancapeak.com"
  },
  "channel": "chat",
  "ext_interaction_id": "49288523",
  "external_url": "https://blancapeak.your-source-system.com/cases/49288523",
  "tags": [
    "tags"
  ],
  "do_not_send": true,
  "language": "en",
  "country": "us",
  "brand": "blancakids",
  "custom_properties": {
      "issue_type": "Order Change Request",
      "order_id": "100928810"
  }
}'

To learn more about what is possible with your particular integration, contact the Support team.

To learn more about the API, see our API documentation.

Configure and use custom properties

Once Agent Connect receives a custom property, it will appear in the Interaction Fields section of the Integrations page (Settings > Integrations) for configuration.

To add a new field (assuming it has been sent by the source system), locate it in the Select field dropdown menu, then click Add.

The following options are available for each custom field:

Type — Select a data type for the field.
The type selected here will determine what filter settings are available, if applicable.
Display Name — Enter a friendly name to be displayed on QA Reviews and Interaction page filters, if applicable.
On Review — When selected, the field will appear in the Interaction Details section of a QA Review.
Interaction Filter — When selected, the field will appear as a filter on the Interactions page.
As the image above shows, settings for each custom filter are based on the field type selected on the Integrations page. For example, a "URL" type will allow you to filter based on whether a URL is present, while a "Duration" type will provide "between X and Y" options.

Once Agent Connect receives a custom property, the property will automatically be included as an available column in Feedback exports and an available field in the Data Return API.

example of custom properties in feedback exports

Optional uses

In addition to the automatic changes detailed above, you can choose to add custom property filters on the Stream and Trends dashboards. You can also display the new properties on the Stream footer, if needed.

To enable these additional features, contact the Medallia Support team.