Configure Social sources

Each available social source requires you to provide specific URLs for Social Feedback to retrieve the feedback data from. URLs are the web addresses from a particular source that contain the social feedback you want to collect associated to particular unit.

To configure Social sources:

Choose the sources in the Selected Social Media Sources section in Social Feedback screen.
Have permissions to manage units. For more information, see Manage Organization.

If you have access to Admin Suite, you can configure Social sources from there as well. For more information, see Configure Social Feedback.

Add a URL

Every URL is tied to a single unit, so you need to go through these steps for each source for each unit to collect feedback from:

Select the report tab that contains the social feedback sources — for example, Social Media.
Click on the report subtab, such as Social Sources Management.
Select the unit to add the sources URLs for, for example Diamond Tel. Verify the unit is the correct one by checking its address.
Navigate to either the Customer Review Sources or Social Networking Sources section and select the source to add the URL to (for example, Google).
Click Add URL to enter the specific URL to collect social feedback from. Each source accepts a different URL structure required for Social Feedback to properly find and collect feedback from. For example, when adding a URL for OpenTable, the accepted URL format is https://www.opentable.com/<id>, whereas Cars.com is http://www.cars.com/dealers/<id>/reviews. For information on the accepted URL formats and particular details for each source, see Customer Review sources and Social Networking sources.
Click Save.
Optionally, if the source requires authorization to collect feedback or to respond to feedback from within Medallia Experience Cloud), click Authorize. For more information, see Authorize a URL.
Restriction: There can only be one active URL per source per unit.

Add URLs in bulk

To simultaneously add several URLs and associate them to units, take into account that:

Only one file can be uploaded and processed at a time.
Only URLs from Customer Review sources are supported.
Only new URLs that have not been tied to a unit can be added in bulk. Existing URLs already assigned to a unit are not updated.
Every URL must be tied to a single unit.
URLs in the file to upload must be unique.
Units must exist in the Social Media server.
The Social Sources Management module must have Enable URLs bulk upload property selected. For more information, see URLs Bulk upload properties.

Select the report tab that contains the social feedback sources — for example, Social Media.
Click on the report subtab, such as Social Sources Management.
Click the module menu and select Bulk Upload URLs.
Click Download this file to see an example of how to structure the data in the file. The export may take several minutes. During that time, you can monitor the export progress by clicking the export badge on the top navigation bar. When the export is ready to download, it is automatically downloaded, though you may click Cancel to stop the download process. For example, this image shows the sample file export in the process of being downloaded:
Prepare your CSV file. When done, drag it or click Browse files to upload it from your local device.
Click Upload. Depending on the file size, processing may take a while; confirm you want to start processing by clicking Yes.
When processing is done, click the badge to open the Notification center and review your file.
At the top of the screen, on the information banner, click Review changes.
Based on the review results, click either Discard changes or Update URLs. Select Download the detailed processing report for a complete analysis.

If updating URLs, processing may take a while; confirm you want to start processing by clicking Yes.

Note that you still need to authorize the URLs to collect feedback. For more information, see Authorize a URL and Authorize URLs in bulk.

Authorize a URL

These sources require to complete an authorization process to collect feedback and/or to respond to feedback within Experience Cloud:


Action	Sources
Collect feedback	Facebook Reviews, Instagram, and LinkedIn.
Respond to feedback within Medallia Experience Cloud	Facebook Reviews, Instagram, LinkedIn, Facebook Post and Comments, X (formerly Twitter), Google, and Trustpilot.com.

Note: Google does not require authorization to collect feedback. The default option when adding a Google URL is Unauthorized collection. However, once a Google URL is authorized, it switches to API collection which can only be reversed by Medallia support.

To authorize a URL from a source:

Add the URL to the source as described in Adding a URL above.
Check the URL entered before appears as Pending verification (!) and click Authorize.
Log in to the source account associated with the URL entered before, which depends on the source you are authorizing. For example, for Facebook Reviews, you need to log in to the Facebook account associated with the Facebook page URL, whereas for Google you need to log in using the Google account associated with the URL Google Business profile. For specific information on source requirements, see Facebook Reviews, Instagram, LinkedIn, Facebook Post and Comments, X (formerly Twitter), Google, and Trustpilot.com.
Depending on the source, click Continue as... (where the name is that of the source account), Allow, or Log in to finish the authentication process.
- If the credentials are correct and the account used to log in has permissions to manage that page, account, business profile, or domain (as applicable), the Authorize button should not be available.
- If the credentials are not correct, the account used to log in does not have permissions to manage that page, account, business profile, or domain (as appropriate), and/or its password has changed, or if a token expires, click Authorize as the previous authorization is no longer applicable.
Once the URL is authorized, your user is automatically subscribed to Collection Health check to receive notifications if a URL requires re-authorization.

For information on how to respond to feedback, see Respond to Social feedback.

Authorize URLs in bulk

To simultaneously authorize several URLs, take into account that:

Only one source can be selected at a time.
Sources are already selected in the Selected Social Media Sources section in the Social Feedback screen.

Select the report tab that contains the social feedback sources — for example, Social Media.
Click on the report subtab, such as Social Sources Management.
Click the module menu and select Bulk Authorization.
Select the available source to authorize the URLs from. This example shows Facebook Reviews as a selected source.
Click Authorize. This redirects you to the source account page, which varies depending on the source you are authorizing. For example, for Facebook Reviews, you need to log in to the Facebook account associated with the Facebook page URL, whereas for Google you need to log in using the Google account associated with the Google Business profile.
Log in to the source account with the corresponding credentials. For specific information on source requirements, see Facebook Reviews, Instagram, LinkedIn, Facebook Post and Comments, X (formerly Twitter), Google, and Trustpilot.com.
After successfully logging in, return to Experience Cloud and click Close to confirm authorization is complete.
- If the credentials are correct and the account used to log in has permissions to manage that page, account, business profile, or domain (as applicable), the Authorize button should not be available.
- If the credentials are not correct, the account used to log in does not have permissions to manage that page, account, business profile, or domain (as appropriate), and/or its password has changed, or if a token expires, click Authorize as the previous authorization is no longer applicable.
Depending on the number of URLs, processing may take a while. When done, click the badge to open the Notification center and review the number of URLs that were successfully authorized or check if there were any errors during the process.
Once the URL is authorized, your user is automatically subscribed to Collection Health check to receive notifications if a URL requires re-authorization.

Remove URLs

To remove a URL from a source:

Select the URL to delete and click Delete.
On the historical record dialog, select either to Save or Delete the feedback already collected for this source URL.
Click Delete.

If you have chosen to save the historical records, the previous URL becomes grayed out to signal records are kept. To delete historical records, click Delete and select Delete.