Medallia Conversations

Engage people to provide in-the-moment feedback through SMS and popular messaging apps

Medallia Conversations allows companies to engage people to provide in-the-moment feedback through SMS and popular messaging apps. It lets companies create compelling, adaptive interactions that go beyond traditional, survey-based experience feedback. With Conversations, companies can

  • Engage people in the moment.
  • Offer an interactive feedback experience.
  • Create compelling, adaptive interactions.

Using Conversations, administrators can:

  • Design programs delivered over messaging channels like SMS and Facebook Messenger.
  • Create conversation dialogs that leverage existing questions and answer sets within Experience Cloud, or create new ones.
  • Configure conversational flow including response parsing and conditional logic using variables from Experience Cloud.
  • Leverage Experience Cloud to trigger feeded conversations to send to people.
  • Leverage existing dashboards and reports to view response data from conversational surveys.
  • Use messaging channels to send links to web surveys via one-way SMS, etc.

Conversations results are collected and reported as Experience Cloud responses, and aggregated in reports in Medallia Web reporting and Medallia Mobile.

Restriction: Conversations is an add-on product to Experience Cloud available to companies that have licensed it.
Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.

Access Conversations

To use Conversations, Experience Cloud roles need Manage Conversations permission under Conversations listed in Administrative permissions depending on the assets to manage.

To access Conversations, click the Conversations tile under the Additional signals section:

Conversations tile under Additional signals section in Admin home.

Tip: Conversations can be setup, run, and configured in Sandboxes.

Conversations engine

The Conversations engine manages conversations by driving them through messaging channels that handle the communications with respondent devices. It also receives invitations from Experience Cloud, and sends results back to Experience Cloud.

Conversation sits in between core Medallia and the messaging channels that connect to respondents

Responses are collected and aggregated in Experience Cloud where they appear in reports and can trigger alerts. Users with the appropriate permissions to can directly chat with the respondent via the same channel. For more information, see Rapid response.

Get started

For information about designing and creating Conversations, see Get started. These topics discuss various parts of Conversations in detail: