Integration

Integrating Digital into your app is usually a one off task at the beginning of using Digital. An important distinction in Digital are the teams involved and their tasks:

1. The experience team retrieves the app token from the Digital Command Center and provides it to the development team.
2. The development team adds the app token to the app.

Once completed, the experience team can manage the majority of settings related to Digital Feedback without further changes from the development team.

Preparing surveys overview

To start collecting feedback once Digital is integrated into your app the experience team prepare some survey forms to trigger.

The main steps are:

1. Create or edit a survey form with one of the different types of trigger. Many customers create:
   • an always on feedback option; usually quite stable, they are configured once and used for a longer time
   • multiple invites to provide feedback; usually change more often to accommodate different feedback signal collection requirements
2. Preview the survey to verify it with your team before publishing.
3. When it's time, publish the survey using the toggle in the survey views. At this point any app integrating Digital can trigger the survey based on its form ID.

Digital Feedback then flows in to Medallia Experience Cloud as a signal.

Always on feedback

A common use case for Digital is to provide an "always on" method to provide feedback. For example as a button or menu option that triggers a survey form to submit feedback.

To create an always on survey in the Digital Command Center:

1. In either of the survey views, configure a survey to use a code trigger.
2. Design the survey to collect the feedback you want. Surveys designed for always on feedback often provide an open approach to feedback, using survey components such as text areas to enable respondents to express their views.
3. Retrieve the survey's form ID, for example from the list survey view. The development team add the form ID to the app.
4. Restart your app and try to trigger the invite. For example, click on the Feedback link in a test version of the app and verify that it triggers the survey with the form ID.

As this form uses a code trigger, it is launched by the ShowForm API, see the developer documentation.

Invitation to provide feedback

Survey forms that use an invitation to provide feedback, also called invites, are a common method for collecting targeted feedback. Invites let you target specific users, at a specific time with relevant questions. Invites are triggered automatically according to targeting rules set in the Command Center and result in actionable feedback.

1. Choose the type of invitation to provide feedback that you want to integrate into your app. The type of invite influences some of the options available, such as targeting.
2. Create or edit a survey form with this type of invitation to provide feedback. Surveys designed for an invite often focus on a specific moment in a journey to enable respondents to quickly assess their experience. For example, after an online shop sale an invite often displays a survey with a mandatory rating scale and an optional contact me check box.
3. Apply relevant targeting. For testing purposes, it is recommended to set invite to "100%".
4. Restart your app and go through the steps that would trigger the invite, based on your targeting settings.