Branding

Customize your surveys with company logos and colors.

Branding controls the company logo and colors your respondents see in the Feedback requests you send after an interaction.

Main brand settings

Configure your company branding on the Company Info page. Two settings are available:

Branding fields on the Company Info screen

  • Company Logo — Click Upload image to add a company logo that appears at the the top of your surveys.

    We recommend using a horizontal format with a transparent background. The image should be at least 400px wide and 100px tall, but Agent Connect attempts to resize images to make sure your logo fits on all screen sizes.

  • Brand Color — Select the primary color that respondents will see in surveys. Specify a hex color value starting with #.

Multi-brand functionality

You can use more than one brand identity in your Agent Connect instance, presenting different logos and colors in surveys and reports.

Note: This functionality is disabled by default. Contact your Medallia representative if you need to enable it. After the feature is enabled, the Company Info page shows configurable fields for each brand.

Follow the steps below to get started:

  1. Contact an Agent Connect specialist to add the feature to your organization.

  2. The Agent Connect team will create each separate brand for your organization.

  3. Configure the customer experience for each brand once they have been added.

  4. Update your API requests to include the Brand Label value.

    Agent Connect uses that value to determine which brand to use in the surveys sent to your customers. See the Requests API documentation for details.

  5. Define a separate Suppression period for each brand on the Company Info page, if needed.

    This value specifies how many days must pass before a customer can be sent another survey.

  6. Enable the additional brands within Agent Connect to start the flow of brand-specific Feedback requests to your customers.

Impact on the existing workflow

The multi-brand capabilities have no impact on your team's existing workflow. Once you have configured your individual brands using the steps outlined above, there is nothing else required. Relevant, brand-specific Feedback requests will be sent to customers automatically through your CRM system.

Reporting

Front-line team members who manage customer inquiries across multiple brands will now be able to look at their feedback overall or filter their feedback by individual brands. Team leaders can filter by brand on reporting dashboards. Through these dashboards, you can easily look at brand-specific performance metrics to spot any differences in performance and customer satisfaction.