Respond to Social feedback

Social Feedback responses, also known as Management responses, are the answers that acknowledge social feedback given by respondents. You can accomplish this by clicking Respond from the Responses Form report and the Responses Feed module to answer each posted review or comment as precisely as possible, depending on its response method. These responses are moderated and posted publicly by the source site.

To enable responses, see Social Feedback Response permissions.

Collect responses

Each time Experience Cloud collects new feedback, it also collects the responses attached to that feedback. So, since data collection occurs frequently, Social Feedback also collects any responses attached to those new reviews.

For example, suppose Social Feedback collects data for Serenity Hotels once per day. On most days, Social Feedback only collects new reviews. However, every 3rd, 14th, 30th, and 90th day, Social Feedback collect Source A feedback and responses from further back in time (that is, the past 7 days, 30 days, 90 days, or 180 days), and update any reviews and responses that have changed.

Responses are added to previously-collected reviews at this cadence:

Every 3rd time data is collected, Social Feedback collects feedback and responses from the past 7 days.
Every 14th time data is collected, Social Feedback collects feedback and responses from the past 30 days.
Every 30th time data is collected, Social Feedback collects feedback and responses from the past 90 days.
Every 90th time data is collected, Social Feedback collects feedback and responses from the past 180 days.

For most sources, Social Feedback deletes the original feedback and their response from Experience Cloud within the next 15 days after it is removed from their sites. For more information, see Sources and feedback issues.

Response methods

Depending on the level of integration of the each source with Medallia Social Feedback, the steps for providing responses are different:

Response in Medallia Experience Cloud — Respond directly from within Experience Cloud report. These sources require to complete an authorization process to respond to feedback within Experience Cloud; see Authorize a URL for more details.
Pop-up window to source site — Respond from a pop-up window opened within Experience Cloud.
Link to specific review — You are taken to the specific review within the source site.
Link to source site — You are linked to the general review page of the source site where the review is posted.
Limitations on data collection — Some sources offer only partial data access depending on the integration type. Due to these platform-specific restrictions, Experience Cloud collects a reduced set of social reviews.

This table specifies the method for each source that allows responses, and each different method is explained below:


Source	Response method	Review data
Booking.com	Link to source site	Limitations on data collection
CarGurus.com	Link to source site	Limitations on data collection
Ctrip.com	Link to source site	Limitations on data collection
Expedia	Link to source site	Limitations on data collection
Facebook Reviews	Response in Medallia Experience Cloud
Facebook Posts and Comments	Response in Medallia Experience Cloud
Google	Response in Medallia Experience Cloud
Goibibo	Link to source site	Limitations on data collection
HolidayCheck	Link to source site	Limitations on data collection
Hotels.com	Link to source site	Limitations on data collection
HRS	Link to source site	Limitations on data collection
Ikyu	Link to source site	Limitations on data collection
Jalan	Link to source site	Limitations on data collection
Instagram	Response in Medallia Experience Cloud
LinkedIn	Response in Medallia Experience Cloud
Makemytrip.com	Link to source site	Limitations on data collection
Orbitz	Link to source site	Limitations on data collection
Rakuten Travel	Link to source site	Limitations on data collection
Travelocity	Link to source site	Limitations on data collection
Traveloka	Link to source site	Limitations on data collection
TripAdvisor	Pop-up window to source site
Trustpilot	Response in Medallia Experience Cloud
Twitter	Response in Medallia Experience Cloud
Wotif.com	Link to source site	Limitations on data collection

Important: When a response is posted on an external site, confirm the submission of this message so that Experience Cloud can update the status of the record. If you forget to confirm the submission, the status is not updated to reflect this until the response is posted to the external site and Experience Cloud collects it and adds it to the record.

Response in Medallia Experience Cloud

Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.

Click Respond. If there is a Social template available, choose the template to use. For more information, see Feedback responses.
Write your response in the provided text box and click Send. No need to confirm submission.
Under the Activity log section, Experience Cloud updates the response status to External response sent and the status icon for the review is updated with an arrow.
After the response is moderated and posted by the external source, Experience Cloud changes the response status to External Response Sent and Published. This process is generally completed within 24-48 hours after submitting the response.

If sources that required authorization to respond to feedback are not authorized, you are redirected to the source page to reply directly to the feedback. When you go back to Medallia Web reporting, and confirm that you have written and submitted an external response to the reviewer, the Activity log shows information about the external response sent.

Pop-up window to source site

Click Respond. A pop-up window opens with the appropriate source site.

Note: For information on submitted reviews to TripAdvisor, see How to add Management Responses to TripAdvisor Traveler Reviews.
If not already logged in to the source, login now.
Post your response in the external site.
Return to Experience Cloud and click Yes, I've Responded to confirm that you've submitted a response.

Experience Cloud updates the response status to External response Sent and the status icon for the review is updated with an arrow.
After the response is moderated and posted by the external site, Experience Cloud collects it, adds it to the review record, and changes the response status to External Response Published. This process is generally completed within 24-48 hours after submitting the response.

Restriction: TripAdvisor integrated responses are available for non-mobile devices only.

Link to specific review

Click Respond. A new browser tab opens showing the specific review in the source site.
Post your response.
Return to and click Yes, I've Responded to confirm that you've submitted a response.

Experience Cloud updates the response status to Sent and the status icon for the review is updated with an arrow.
After the response is moderated and posted by the external source, Experience Cloud collects it, adds it to the review record, and changes the response status to External Response Published. This process is generally completed within 24-48 hours after submitting the response.

Link to source site

Click Respond. A new browser tab opens with the external source site.
Find the specific review and post your response.
Return to Experience Cloud and click Yes, I've Responded to confirm that you have submitted a response.

Experience Cloud updates the response status to Sent and the status icon for the review is updated with an arrow.
After the response is moderated and posted by the source, Experience Cloud collects it, adds it to the review record, and changes the response status to External Response Published. This process is generally completed within 24-48 hours after submitting the response.

Response statuses

These statuses apply to responses, depending on how it was provided. This corresponds to Management response status field (a_socialresponse_status). For more information, see Social Feedback.

Not sent: No response has been submitted. In the Responses report, the Activity column for the response is empty.
External response sent: The user has confirmed they have submitted a response to an external source site. However, Experience Cloud has not yet collected the response from the source site. In the Responses report, the Activity column for the response has an arrow icon:
External response published: The user's response has been published by the source site and added to the comment record by Social Feedback. In the Responses report, the Activity column for the response has a globe icon with an arrow:
External response sent and published: The user responded to an external source site through Social Feedback, the response has been published by the social site, and Experience Cloud added the response to the comment record. In the Responses report, the Activity column for the response has a globe icon with an arrow:

Alerts

If needed, create a new Alert that applies to social data. To control the volume of alerts, limit the number of alerts by site or score initially.

The process for creating Alerts for Social Feedback is very similar to the general alerts creation: Experience Cloud begins collecting data immediately after you enable Social Feedback. As a result, after you activate an alert, that alert is available to be triggered immediately. Though you can create an alert before launching your social feedback collection, active it only after launching.

Important: Avoid basing employee compensation on social media scores, since reviewers can leave reviews without ever having interacted with your company.