Multi-language surveys

The Medallia Agent Connect application user interface appears in U.S. English, however, you can capture customer feedback in multiple languages. Work with your Agent Connect Client Success Manager to complete the configuration described in this topic.

Note: This topic is for companies sending survey requests to the Agent Connect API endpoint programmatically through a manually configured integration. If you are using one of the Agent Connect turnkey integrations, refer to the integration information for those integrations for information about multi-language support. 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 language field value 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 geographical country of the customer, include that information in the JSON payload. It can be helpful in reporting. The country information must be in 2 character ISO-3166 alpha-2 format. (For example, DE for Germany, or CN for China.) The geographical country code is often be the same as the language country code, but it could differ. For example, you might have an interaction in Spanish with a customer in the US.

The following code shows an example of a JSON payload that 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"
 }

Confirming 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 one provided by default, consult with your Agent Connect Client Success Manager.

Testing and moving to production

Your Agent Connect Client Success Manager provides 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.