Build a Smart response

These steps list the best practices when working with a Smart response:
  1. Go through Smart response and Compose a response to learn about what a Smart response is.
  2. Go through Smart response restrictions.
    Smart response is available when:

    • Clients are not hosted in Medallia GovCloud.

    • Feedback records are from surveys. Medallia Social Feedback and Medallia Conversations are not supported.

    • Smart response does not support the fields listed below. If any of these fields are configured in the Comments section of Responses Form, they are not considered when generating a Smart response.

      • a_speech_comment_summary — Summary of the Medallia Speech transcript field (q_speech_comment).

      • a_conversational_transcript_comment_summary — Summary of the conversational transcript comment field (q_conversational_transcript_comment)

      • a_comments — All survey comments concatenated.

    • Smart Response supports Conversation records with an associated email value.

    • At least one Comment of the submitted feedback record is in English language. Smart response evaluates the language of each Comment associated with a feedback record to generate a response based on that comment. Translated Comment fields are not supported.

    • There is either a Main score or Comment.

    Additionally, Smart response is only:

    • Sent via email.

    • Leveraged to respond to first feedback comment on a feedback record.

  3. Assign the role(s) the appropriate permissions.
    1. To create and manage a Smart response: Manage Smart Response and Manage Feedback Response Templates and Settings permissions under the Feedback section listed in Administrative permissions,
    2. To respond to feedback using a Smart response: Send Smart response permission under the Responses section listed in Reporting permissions.
  4. Create and manage a Smart response.
    1. Navigate to Feedback response screen.
    2. Create and manage Smart response.
    3. Configure the Smart response on the Smart response editor.
    4. Activate the Smart response.
    5. Optionally, if making changes after activating the Smart response, Publish changes.
  5. Use the Smart response to respond to feedback from and/or Responses Form and Responses Feed.
    1. Review how to Access responses.
    2. Compose a response.
    3. Check the Activity log.
  6. To track Smart response performance, usage, and adoption, and to obtain metrics.
    1. Use the Smart response System fields.
    2. Use the Feedback Response report in the Health Watch BPP dashboard. For more information, contact your Medallia expert.
  7. Review the Tips and best practices. You have built a Smart response.