What is the easiest technique to implement?

The code trigger technique is typically the easiest as it only requires a survey to be created. However, the URL redirect with custom parameter technique is also very easy to implement as the process to create a custom parameter is straightforward. Additionally, this technique provides a reusable process for deploying new surveys for different purposes.

Why do I need the Medallia Digital HTML tag (embed.js)?

The embed.js is what makes everything in Digital work on your website. Without it, you cannot launch a survey using any of the built-in triggers, mechanisms, or APIs.

Why does the URL redirect with direct form URL technique open a new page?

This technique displays just the survey itself. Because the survey exists on Digital, the user is directed is directed to a new domain.

Can I display a survey so that it looks like it is part of my website (i.e., not a modal or popup window)?

Yes. This will use the embedded form trigger setting. The page on which you wish to use this survey style will require an HTML DIV with a unique ID. The ID is used in the targeting configuration so that the system knows where to place the survey on the page. You will need assistance from your website developer to add the DIV in the correct location. This would work well with the URL redirect with custom parameter technique.

How do I add information from the chat session to the associated feedback item?

You can add information to the feedback item automatically using custom parameters as long as it is available in a JavaScript variable, Cookie, or URL parameter. Typical information added to a feedback item includes the following:

Ask your chat vendor or Digital expert if you would like to add other types of information to the feedback item.

If I use the code trigger technique, what is the best way to set the form ID?

This will depend on how much flexibility and control you have on your website. Most companies use a tag manager that provides the ability to add almost any kind of content to the corporate website. Using a tag manager, you can add JavaScript variables to contain the FormID numbers and have them applied to specific pages of the website.

You may need to determine who controls your tag manager and the best approach for adding and controlling this tag. Keep in mind you still have control of the form, so you can publish and unpublish a form irrespective of this setup.

How can I determine when the end of a chat occurs?

The answer is dependent on how the chat service operates. The following are some examples:

• The chat services provide events that can be used in an event listener function that will contain the code trigger. The end chat event triggers either a showForm or updatePageView().

• The chat service can configure the end chat button to execute a JavaScript function. The JavaScript function will contain the code required to trigger the survey that could be either a showForm() or updatePageView().

• The chat server configures the start chat process to set JavaScript variables that can be used in survey targeting configuration. The end chat button will execute the updatePageView() api that will trigger the survey.

There is not one method that is more correct than another. However, if the chat service has events available, this is usually the best way as it allows the chat service to continue performing tidy-up functions before the survey is displayed.

What do I do if my survey does not display?

Confirm the following:

Contact your Digital for additional assistance.