Email in mobile applications

Configure how Medallia mobile applications use email for rapid-response communications, and for forwarding comments.

Medallia Mobile has the ability to send rapid-response email to respondents, and Medallia Voices can forward response comments via email to other users. The response email templates and the email clients to use are configurable.

Email clients

Medallia Mobile and Medallia Voices always use the native email client on iOS devices, while Android users have the option to select their preferred email client. However, specific email clients can be configured as follows:

In the Enterprise Email Setup section of the Mobile Cross-Platform screen in Setup, as described in Mobile Cross-Platform.
Through Enterprise Mobile Management (EMM), as described in Enterprise Mobility Management.

Note: Response-report emails always include the main score and comments of th response. However, access to the full response depends on how the user's email client is configured. On devices using a native email client, full responses are attached as HTML or PDF files. When the email client is configured through EMM, the email includes a link to the full response. This method restricts users' ability to forward information, and requires users to have valid access to response data.

Best practice is to use the platform-level configuration on the Mobile Cross-Platform screen to configure a single email client to be used by all users. However, you can allow different email clients to be used by different roles through reporting permissions.

Start by assigning the Forward Response via Email permission, which allows the role to forward responses by email. This allows users to forward emails using the default email client on their mobile devices. Additionally, assign the Forward Response via Email with PDF permission to allow users to attach PDFs to forwarded emails.

Important: The Forward Response via Email with PDF permission works only with the default email clients on users' devices. It does not work with EMM configurations.

If you are using EMM, assign one of the following permissions:

Forward Response using Enterprise Email — Forces the role to use the email client defined in your EMM configuration.
Forward Response via Email through Medallia — Forces the role to use the in-app email client in Medallia Mobile and Medallia Voices.

Email templates

Users can send rapid-response emails to respondents from the Response detail view. Choosing the Reply by Email or Forward by email options opens an email authoring screen with the message partially-filled by a template. Users can also add CC email addresses to receive copies of the message.

Reply by Email messages use one of the starter Templates defined for the company. Forward by email messages use the templates configured on the Reporting > Report Helpers > Mobile > Forward Response Emails screen. For more information, see MM3/Voices Emails.

When only one template is available, it's automatically selected. If multiple templates are available, users can choose the template from a dropdown menu.

Note: Templates vary depending on the device operating system.

Here is an example of an email template from an Android device:

Example of an email template in an Android device