LivePerson Web Link survey

At the end of a LivePerson agent interaction, LivePerson presents in the same chat window, a web link to a Medallia Experience Cloud anonymous (or feedless) survey. At the completion of the survey, Medallia Experience Cloud requests additional information from LivePerson to complete the survey record.

At the completion of the survey, the survey results are available in Medallia and LivePerson.

Medallia anonymous survey link presented in LivePerson chat, , with results in Medallia and LivePerson

Setup requirements

The Contact Center: LivePerson Support Experience app for Medallia Experience Cloud, installed on the Medallia Conversations instance
A Medallia Experience Cloud anonymous survey
A LivePerson account, channel, and brand
- The LivePerson admin must include a link to the Medallia Experience Cloud anonymous survey.
- The URL to the survey must include link parameters, as listed below.
To send survey results back to LivePerson when complete, configure an OmniExporter per Pull supplemental data from LivePerson .

Survey anonymous link parameters

The anonymous (feedless) survey must accept these anonymous link parameters:


Name	Field	Alternative Mapping	Default Value	Required
cid	LivePerson Conversation ID e_bp_cc_liveperson_conversation_id_txt	map_by_name	—	Yes
rt	Record Type - Live Person Web Link e_bp_record_type_lp_web_link_yn	map_by_sequence	1	Yes
Unit	Unit e_unitid	map_by_identifier	liveperson_unit	No
Unit	Agent e_bpp_cc_agent_unit	map_by_identifier	liveperson_unit	No
recordType	Record Type - Live Person e_bp_cc_record_type_liveperson_yn	map_by_sequence	1	No
sid	Live Person Skill Id e_liveperson_skill_id	map_by_name	—	No

Set the default value for the e_unitid field to the Medallia Experience Cloud Unit associated with the LivePerson survey.

Important: Parameter Name values are case-sensitive.