Multi-brand

Send surveys associated with multiple brands from a single Agent Connect organization.

Medallia Agent Connect's multi-brand capabilities allow organizations with different brands to present the appropriate visuals and text to different respondents. With this feature, you can create different brand identities through the same Agent Connect account.

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

Establish your brands

You will need to follow a few steps to get started:

  1. Contact the Agent Connect Support team to enable the multi-brand feature.

    The Agent Connect team will create each brand within your organization, and they will need the following information:

    • Brand name
    • Subdomain
    • Brand identifier for API requests

  2. Update your integration to pass a unique identifier for each brand for which you want to send Feedback requests.

    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.

  3. Configure the survey experience for each brand (see below).

  4. Enable each brand in Agent Connect to start the flow of brand-specific Feedback requests.

Configure each brand

After additional brands have been added to your organization, it is time to configure and enable them.

Company Info page

First, open the Company Info page (Settings > Company Info). For each brand, configure the following fields:

multi brand example

  • Brand Name — Change the brand name here, if needed.

  • Forward emails to — Enter an email address to receive direct replies to the survey email from respondents.

  • Suppression period — Enter the number of days that must pass before a respondent can be sent another survey for this brand.

  • Branding Logo — Click Upload image to add a logo that will appear at the the top of your surveys for this brand.

    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 regardless.

  • Brand Color — Select the primary color that respondents will see in surveys as a hex color code beginning with "#".

  • To preview your Feedback survey with a particular brand applied, click Launch Preview.

  • When finished, toggle the Enabled switch on to enable the brand.

Marketing page

If you use marketing features, open the Marketing page (Settings > Marketing) to enter unique configuration for each brand.

Survey Builder

Lastly, update your Feedback survey to use the {{brand.name}} variable in text fields, as desired. It is not possible to use different text or questions for each brand, but the {{brand.name}} variable will insert the brand name dynamically to customize the survey experience.

example of the brand variable

To preview your survey with a combination of channel and brand, use the Preview dropdown menu near the middle of the page to select a combination, then click the Preview icon next to it.

View brand reporting

Front-line team members who manage customer inquiries across multiple brands can view their feedback overall or filter it by brand. Team leaders can filter brands on most Trends dashboards. On these dashboards, you can view brand-specific performance metrics to spot any differences in performance and customer satisfaction.

example of selecting a brand