Customers

Review and manage the accounts of people who interact with Medallia Conversations.

Customers (respondents) are the people who interact with Medallia Conversations and provide feedback to the company. The Customers list manages and summarizes interactions with respondents.

To see the customers list, click the Customers tab:

Screen capture showing the Customers list with various columns such as Name, Connection Status, Last Interaction Date, Primary Channel, and Opt-out Status.

The list includes each customer's:

  • Name of the customer

  • Connected (connection status) indicated whether or not they have a valid (green) or invalid (red) connection. Note that customers who have opted out will also have an "invalid" connection on this channel.

  • Last Seen is the date of last customer-interaction with the conversation. N/A indicated the customer never interacted with it.

  • Primary channel used to connect to the customer. Individual customers may have multiple channels, such as SMS and Facebook, assigned to them. This indicates the channel used for the specific conversation.

  • Opt-out status green indicates the customer is willing to receive communications; red means they have opted-out.

Use the Customers list to:

  • View details about the respondent and conversation by clicking on the respondent's name. While viewing the details you may archive that customer's details.

  • Filter the list by Channel and/or connection status.

  • Upload new customers (see Uploading customers).

  • Archive (delete) selected customer records.

Important: Customer records are created automatically when Medallia Experience Cloud sends invitations to Medallia Conversations or when the customer initiates a conversation. Manually adding customers in the application is typically only for testing.