Set up Experience Cloud for Conversations

Medallia Conversations includes basic Medallia Experience Cloud configurations for integration, communications, and reporting. However, some company- and conversation-specific configurations are necessary, and as you add conversations and channels, you need to update the lookup tables with IDs.

Note: To access Setup in Medallia Web reporting, you need the Admin Suite capability.

To understand the setup areas to configure, consider this diagram that illustrates how an invitation flows from the company, through Medallia Experience Cloud to Medallia Conversations , and back to Experience Cloud.

Flow diagram of feed-based invitations with call-outs to import specifications, Omni Exporter, Web Feeds, and Lookup tables

Note: Traditionally Medallia Conversations passed some conversation message data to Experience Cloud via a Web Feed. Most instance now use APIs instead. There are no Admin tasks for configuring the APIs.
Important: To feed data to Medallia Conversations using APIs instead of the Web Feed, use these settings:
mec_conversations_api_flush_interval_in_seconds = 300 
mec_conversations_api_endpoint = /apis/v1/conversations
mec_conversations_api_bulk_enable = true

Setting the first two enables the Conversations API instead of the Web Feed. Additionally setting the third uses the Bulk API instead of the Conversations API.

The invitation process starts when the company feeds raw-invitation data to Experience Cloud. From there:

  1. The importer uses specifications to determine how to map the company-supplied data into a record (that can be used for reporting). As part of the process, the importer consults lookup tables to map company-supplied conversation and channel names to the IDs Medallia Conversations uses.

    Setup:

    • Import specifications to add company-specific fields and their mapping to records.

    • Lookup tables to map company-supplied conversation and channel names to the IDs.

      Note: Update the lookup tables for each new channel and conversation to process invitation conversations.

  2. Sampling removes invalid invitations from the set based on optional business rules. It also consults the opt-outs list to verify the invitee has not previously requested no further communications from the company.

    Setup:

    • Opt-outs setup fields to identify records to exclude. Include Phone number for SMS opt-outs.

  3. Omni Exporter looks for and passes new invitations to Medallia Conversations.

    Setup:

    • Omni Exporter for Conversations includes authentication credentials to be setup for communication with Medallia Conversations.

    • Company-supplied fields to be used in Medallia Conversations must be added to the export.

  4. Medallia Conversations uses a Web feed to pass updates to Medallia Conversations records.

    Setup:

    • Web feed setup to use the password of the account that has permission to update the company's records.