Feedless Web-based conversation

A feedless web-based conversation is one where the conversation happens in a web browser. The URL for the survey includes a keyword parameter to identify the Conversation (survey) to use. For example, a URL might look similar to this:

https://conversations.medallia.com/widget/index.html?keyword=agent-survey

The example tells Medallia Conversations to the Conversation that has "agent-survey" as one of its Keywords.

There are two typical ways to implement feedless web-based conversation, both involve providing the URL to the respondent:

  • Directly in an email, QR code, or text sent to the respondent

  • Triggered in another Conversation, which generates the URL and gives it to the respondent

Direct URL

A business can provide a respondent with a URL that identifies the survey and channel to use, and optionally can include additional parameters that identify the business unit and other information known about the respondent or business interaction. These type of surveys are always served up via a Medallia Conversations web server via the /widget/index.html page, like this:

https://conversations.medallia.com/widget/index.html?keyword=agent-survey&channel=9999-aaaa-fff…
Note: The domain region (.com) is the one appropriate for your instance, such as .ca, .eu, and .au.
A direct URL always has parameters:
keyword
Identifies the Conversation to use as the survey. The keyword value is one of the Keywords defined for the conversation.
channel
The Channel ID value of the Web-based channel to use.
<other parameters>
Additional parameters used to pass information to the survey record via the URL. See Webchat URL parameters for details.

Generated URLs

A generated URL happens when a Conversation creates a link to the web-based conversation.

A typical use-case is where a respondent sends an SMS message containing a Keyword to a phone number associated with an SMS channel. The system sees the Keyword is associated with a Conversation and replies by starting the conversation and responding to SMS with a link to the web-based conversation. The respondent then opens the link in a browser to start a web-based conversation or survey.

SMS triggers a web-based conversation

The example above uses SMS as the originating channel; in fact, any channel will work.

Creating a feedless Web-based conversation

  1. Create the survey conversation.

    • If the survey is always associated with a specific company business unit, in the conversation's Conversation settings, define a Custom Parameter that sets a default value for the Unit [e_unitid] field.

      e_unitid set to 'all_stores_feedless'

    • If the business unit and other identifying information is to be included in the Direct URL, define Webchat URL parameters instead.

  2. Create the Web-based channel.

  3. Create the channel(s) that respondents will use to initiate the conversation (such as SMS in the example above).

  4. Create the initial conversation.

    1. Assign the keyword to the conversation.

    2. For Generated URLs, add an Invite dialog and define a link to the Web-based channel and the survey Conversation.

Respondents can now send the keyword to the initial channel and the system will respond with a link to the web-based channel.