Web-survey link

A web-survey link is a link in a conversation dialog that opens a Medallia web-survey (in a browser window). Instead of answering questions in the conversation, the web survey (which might be part of an existing program) collects the feedback.

Dialog with a link that open a web-survey

Medallia feed-based web-surveys are unique to the respondents who take them. Those respondents receive invitations — usually as email messages — that contain a unique link/URL to the respondent's survey. Medallia Conversations uses the same system, but instead of sending the link in an email, Medallia Conversations sends the invitation and link in a conversation.

Medallia Conversations feed-based conversations already use the Experience Cloud to receive and process invitations. To generate a use a web-survey link requires a few changes to the configuration.

Note: The system can feed invitations for both Medallia Conversations-based and web-based surveys through the same configuration. The only real difference is whether or not the conversation asks the questions or includes the link to the web-survey.

Conversation responses

By default, when a respondent replies to a conversation, the reply information is sent to Experience Cloud for processing and reporting. When using a web-survey link, you might not want a response reported to Experience Cloud (because all responses will be collected in the survey). To suppress the submitting of conversation responses, for each invitation submitted, include the bp_record_type_invite_only_yn field and set its value to "Yes" (1). You can set the value in the importer specification that receives the raw invitation. Be sure to include the field in the Omni Exporter specification.

The rest of this topic describes how to configure Experience Cloud to generate the surveys and links, and how to include the link in a Medallia Conversations dialog.

Pre-requisites

Tip: The easiest way to configure web-survey links is to first setup a Medallia Conversations conversation that is triggered by a feed-based invitation. Once that is working, there are a few more steps necessary to modify that configuration to include a web-based survey link. For an overview of how Medallia Conversations works with Experience Cloud to process feed-based invitations, see Set up Experience Cloud for Conversations.

Prior to configuring the link-to-web survey, there must be:

  1. An existing Medallia Conversations feed-based conversation.

  2. An existing Medallia Experience Cloud web survey, and that survey must have been pushed to the survey engine, ready to process surveys.
    Important: There needs to be a field in the invitation record that contains a value to identify the survey to use. Most feeds include a field-value in the feed, but sometimes the value is assigned in the import specification. The important thing is there needs to be some data in a field that the survey distribution rule can use to identify records for the survey. This might require a addition to the existing invitation feed.

Configuration

Makes these configuration changes in Medallia Experience Cloud Setup.

  1. Update the existing import specification to tell Experience Cloud to generate a survey and link for the respondent.

    1. Edit the "[MC] 1.1. Invitation AI" import specification.

    2. Locate this line (near the end):
      <survey-processor-options primaryUnitFieldId="e_unitid" samplingOperation="SURVEYS_ONLY" />
      And change the samplingOperation value to PUSH_TO_SURVEY_ENGINE, like this:
      samplingOperation="PUSH_TO_SURVEY_ENGINE"
      Note: SURVEYS_ONLY tells the system to skip survey generation; PUSH_TO_SURVEY_ENGINE generates the survey and link.

    3. Save the changes.

  2. Update OmniExporter to wait for the survey link before passing the invitation Medallia Conversations.

    1. Edit the "[MC] 1.1. Invitation AI" OmniExporter specification.

    2. Locate Matching Condition and verify or change it to:
      e_bp_record_type_conversations_yn=1 AND e_status in {3,27} AND e_bp_mc_request_sent_to_mc_yn !=1

      This tells OmniExporter to wait until the record has been processed, and either has a link (27), or will never have a link (3), and to only look at records not already transferred to Medallia Conversations.

    3. If you are using the e_bp_record_type_invite_only_yn flag, the HTTP Request Assembly section,verify that field is included in the

      • Fields used in the action list, and in the

      • Body (JavsScript) code.

    4. Save the changes.

The invitations passed to Medallia Conversations now include the link (in the a_survey_url field).

To use the link in a dialog, insert {{EVENT.survey_url}} where you want the link to appear. For example:

Tap this link to take a survey: {{EVENT.survey_url}}

Short URL

To use a "short URL" instead of a full URL, turn on enable_short_domain in Account Management, and use {{EVENT.short_mec_survey_url}} instead, like this:

Tap this link to take a survey: {{EVENT.short_mec_survey_url}}

Survey expiration

When a respondent attempts to access an expired web-link, the browser displays the URL not found error message. These factors determine when a web-link survey expires:

  • The Conversation expiration (hours) advanced setting Conversation settings determines how long the conversation is available once the respondent starts the conversation. By default, the user has 48 hours.

  • Web-link surveys expires after 25 days, regardless of the Conversation expiration (hours) setting. This limit cannot be changed.