Channels

A channel is the medium or mechanism respondents use to interact with Medallia Conversations, such as SMS or the Facebook Messenger system. The Channels list manages and summarizes the company's channels. All conversations happen in a channel.

To see the channels list, click the Channels tab.

Screenshot of the Channels list, showing three defined channels with their names, descriptions, statuses, and types

The list includes each channel's:

  • Name

  • Description

  • Status (whether or not the channel is enabled and able to convey conversations)

  • Type, where the channel types are:

    • Custom channelis a messaging service that implements and manages communications with respondents, but which is not one of the channels provided with Medallia Conversations,

    • Facebook channelassociates conversations with a Facebook account/page, and conversations use Facebook's messenger system to convey the conversation.

    • LINE channel uses the LINE messaging platform to communicate with respondents.

    • LivePerson channel integrates with the LivePerson service to trigger a Medallia Conversations survey after an agent or bot interaction in LivePerson.

    • Slack channel communicates using the Slack instant-messaging platform to connect with users within a Slack workspace.

    • SMS channel (short message service) communicates with the respondent's mobile device to send and receive short messages that make up the conversation.

    • Web-based channel presents a conversation in a web browser.

    • WhatsAppis an experimental channel for communicating with respondents via the WhatsApp messaging system.

Use the Channels list to:

  • View details about the channel.

  • Add new channels.

  • Archive (delete) selected channels.

For detailed information about channels, see the description of the channel types.