Multi-language surveys

Gather feedback from customers with diverse languages.

English (US) is the default language in the Medallia Agent Connect user interface, but you can capture customer feedback in multiple languages. Work with your Agent Connect Client Success Manager to complete the configuration described in this guide.

Note: This guide is for companies sending survey requests to the Agent Connect API through a manually configured integration. If you are using one of the Agent Connect turnkey integrations, refer to the integration guide for those integrations. For more information about integrating third-party products with Agent Connect, see Integrations.

Language and country codes

You must update the JSON payload of the interaction data sent to Agent Connect to include a language field.

The value of the language field must match the ISO 639-1 standard, and can include an optional ISO 3166-1 country code for localized languages (for example, en for English, or fr-ca for French as spoken in Canada). If you use a country code, Agent Connect defaults to the language code if the specific country is not supported. For a list of supported languages, see Supported languages.

Optionally, if you know the country of the customer, include that information in the JSON payload. It can be helpful in reporting. The country information must be in two-character ISO-3166 alpha-2 format (for example, DE for Germany, or CN for China). The geographical country code is often the same as the language country code, but not always. For example, you might have an interaction in Spanish with a customer in the USA.

The following example JSON payload includes a language field and a country field set to English (British):

{  
 "employee": {
     "email": "jeremy@blancapeak.com"
}, 
  "customer": { 
     "email": "simone@example.com",
     "name": "Simone"
}, 
  "channel": "chat",
  "language": "en-gb",
  "country": "gb"
 }

Confirm survey translations

For each supported language, Agent Connect has defined system terminology (such as for reward labels and button names), and default wording used in survey requests. For example, the following image shows how a survey might appear in Spanish:

A survey in Spanish

If you want to use a different translation than the default, consult your Agent Connect Client Success Manager.

Test and move to production

Your Agent Connect Client Success Manager can provide links to feedback requests in each language, so you can confirm that your surveys look as expected.

Using your Agent Connect test API key and test email address, test the automatic sending of surveys in multiple languages. Work with your company's development team and your Agent Connect Client Success Manager to confirm that automatic sending is working as expected before going live.

When you are ready to put your translated surveys into production, update your configuration to use your Agent Connect production API key.