Multi-channel communication

Medallia Concierge goes beyond SMS messaging, enable multiple channels of communication for each of the contacts that you're communicating with.

Medallia Concierge enables businesses to communicate with contacts via multiple channel types, not just SMS text messaging, visit the Integrate collection to see what channels can be enabled.

Channels in Contact Detail

To the right of the Inbox in the Contact Detail column, you will see all channels by which you can communicate with the contact selected. The phone number will remain as the primary channel, merge contacts to consolidate inbound communications from channels such as web chat, email or Facebook.

image of a contact

Channel Visibility

Each incoming and outgoing message will display the channel type that the message was sent to or received from.

image of a contact phone number

The channel used to respond can be selected next to Reply to. All alternate channels will appear here such as an email address or web chat integration.

example of replying

Email is currently outbound only. Email will come from an outbound "no-reply@" email address.

Changes in Analytics

To the right-hand side of Analytics, you can now set the filters you'd like to report on.

image of the channel selector