SFTP

Provide interaction details to Agent Connect via SFTP.

A Secure File Transfer Protocol (SFTP) integration allows you to transfer reports of customer interactions to Medallia Agent Connect, which then sends surveys and gathers feedback data for the reported interactions.

Important: Files in your shared directory (/sftp-bulk-requests-v2/userName) will be removed after 14 days.

Integration process

To implement an SFTP integration, follow the steps below:

Create a test file containing information captured for customer interactions.
At minimum, the file must contain 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 a public SSH key.
A Medallia team member will use this key to generate credentials to access the Agent Connect SFTP server. The key must use RSA encryption of 2048 bits or greater. For more information, see SSH key pairs.

Build an automation to transfer 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.

You can download the key as an ASC file or copy the details below:

Test the connectivity of the integration by sending the test file you created.
Schedule reports to be sent as frequently as possible.

At this point, you will be ready to begin using your automated integration with Agent Connect.

Endpoint

Standard SFTP

Use this endpoint to send files via standard SFTP:


Endpoint	sftp-v2.stellaconnect.net
Port	22
Directory	/sftp-bulk-requests-v2/`userName` Where `userName` is provided by your implementation specialist

Static SFTP

Use this endpoint to send files via static SFTP, which provides a fixed connection endpoint:


Endpoint	ssftp-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

The following table lists the required and optional fields to include for each interaction:


Field	Description	Required?
`custom_id`	Unique ID of the customer	No
`name`	Name of the customer	No
`email`	Email address of the customer	Yes
`do_not_send`	When `true`, the survey request is not sent	No
`language`	The language of the survey	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`	Unique ID of the user	Yes (if `email` is not used)
`email`	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 your call center software	No

File format

With an SFTP integration, flat files are 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. The <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 a Medallia expert.
- 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 fields must be surrounded by opening and closing quotation marks.
Boolean data fields must have either "true" or "false" as a value. The value must be surrounded by opening and closing quotation marks.
Items in array data fields must be separated by commas and not include spaces. If you need to separate words within an item in the array, use dashes (-) or underscores (_). The entire array must be surrounded by opening and closing quotation marks. For example: "red,green,light-blue,dark-blue".
For fields with no data, use opening and closing quotes with no space.
The first row of the file must be a header 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 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 must 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 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