When Medallia Conversations launches, it retrieves all existing questions and answers from Medallia Experience Cloud to make them available as you create and edit conversations. If you or someone else creates or changes questions and answers using Medallia Admin Suite, those changes are not automatically reflected in Medallia Conversations. To see the changes, retrieve them from the cloud by clicking Force Sync. The Sync Status message reports when the update is "In progress" and it reports the timestamp of the last update.

When you create new questions and answers, Medallia Conversations automatically updates Experience Cloud with the changes, and the Sync Status reports when the system is up to date.

If for some reason the system could not update questions, it reports "Sync Failed". Usually Medallia Conversations automatically tries again after a short time. However, you can force the update by clicking Retry Sync.