Conversations status fields

Conversation status fields indicate the state of a feedback record as it progresses from an raw invitation imported into Medallia Experience Cloud, through to Medallia Conversations where it captures responses from the respondent. The fields report both success and fail conditions, and when they happened.

After the invitation is transferred to Conversations, the recording process goes through two distinct phases:

Invitation phase tracks the record from the time it enters the Conversations engine up through the delivery of the first message (dialog), which is known as the invitation message.
Conversation phase tracks the record starting with the first respondent response, and through all subsequent messages and responses.

Note: Most of these fields are used by the Health Check report

This illustration shows the flow of a survey through Experience Cloud, and the values of the status fields at each of the stages. Each of the fields is described below the illustration. (Each field update is immediately recorded with the survey record in Experience Cloud.)

Flowchart of various states showing values set for status fields

Note: Field names beginning with e_bp_mc* are part of the Conversations package and are installed with that package. All other Event fields (e_*) are standard with Experience Cloud.

Feedback record fields

These fields track the status of a record in Experience Cloud.

Opt Out Field List (e_bp_mc_optout_field_list_txt)

Channel name that to associate with the opt-out. This allows the user to opt-out of one channel, but still receive conversations on another. See Opt-outs setup for details.

Last updated (e_lastupdated)

Timestamp indicating when any externally visible field in the survey record was last updated. Updates to internal (system-only) fields do not cause this field to update.

Survey Opted Out (e_optout)

Indicates the respondent opted-out of further communications (on this channel).


Value	Description
Yes	Respondent opted-out.
No	No opt-out.

{Yes, No}

Request sent (e_packages_bp_mc_request_sent_to_mc_yn)

Whether or not the record has been received by Conversations. Used by Omni Exporter to identify records to be transferred to Conversations.

Record type - Medallia Conversations (e_packages_bp_record_type_conversations_yn)

Identifies the record as a Conversations record: one that includes invitation and respondent response data for Conversations.

Creation date (e_record_creation_date)

Timestamp indicating when the record has been created, fully processed, added to the system, and ready to be transferred to Conversations.

Status (e_status)

Every feedback record has an Status field that indicates the current status of the record. Records associated with Conversations use these status values:


Value	Description
0: COMPLETION_PENDING	Experience Cloud updates the survey record to COMPLETION_PENDING after all Mandatory questions have been resolved, or when there are no mandatory questions, after every respondent response. Each time this this status is set it can trigger alerts and to be processed by text analytics. This is also why, for systems with multiple alerts, the key alert-questions should be asked first. Note: Responses may be batched and to send multiple responses at once, instead of at each response. Medallia Experience Cloud processes them in the order the respondent replied.
1: COMPLETED	A conversation survey is considered "complete" either after all Mandatory questionshave been resolved, or (when no mandatory questions) after the first valid response/answer, and again after each subsequent question. As such, and because of the real-time nature of the system, responses can start appearing in Experience Cloud reports before the respondent has answered all the questions. And, alerts are evaluated with each "complete" submission, which can be after every question.
3: SURVEY_ENGINE_ONLY	For feed-based invitations, records coming out of import/sampling have this status to by-pass the Experience Cloud survey system.
27: NO_SURVEY_ENGINE	This is the initial status for all records that did not start as feed-based invitations, especially ones where the respondent initiated the conversations. The status is set to 0: COMPLETION_PENDING after the first response.

Invitation delivery

During the invitation phase, these records track the status of the record until the channel reports the first message (the invitation) was either delivered or not.

Delivery Failure Reason (e_bp_mc_invite_delivery_failure_reason)

Text description of the reason the delivery failed (as reported by the channel provider). This field is empty when there has been no delivery failure.

Scheduled Time (e_bp_mc_invite_scheduled_time)

Timestamp when a scheduled invitation is scheduled to be sent. This field is empty when the field was immediately sent without being scheduled.

Invitation Status (e_bp_mc_invite_status)

The last status of the invitation the last time the invitation and conversation was updated. This is useful for identifying and tracking points of failure.


Value	Description
Created	Created in Experience Cloud and ready to be transferred.
Triggered	Was received by Conversations.
Trigger Failed	Transfer failed. See `e_bp_mc_invite_trigger_failure_reason` for details.
Scheduled	Waiting to be delivered. See `e_bp_mc_invite_scheduled_time` for timestamp when it will be delivered.
Sent	Dialog message sent to the channel for delivery to the respondent. When using a broker, this value indicates the message was sent by the broker, not by Conversations. However, for Custom Channels when the Automatic send disposition status upon outbound message API 200 OK response is on, this status is set when the target system returns a 200 Ok response.
Delivered	The channel reports the person received the message.
Delivery Failed	The channel was unable to deliver the last message. See `e_bp_mc_invite_delivery_failure_reason` for the reason reported by the channel.

{Created, Triggered, Trigger Failed, Scheduled, Sent, Delivered, Delivery Failed}

Status Update (e_bp_mc_invite_status_update_time)

Timestamp when the invitation status was last updated.

Trigger Failure Reason (e_bp_mc_invite_trigger_failure_reason)

Text description of the reason the transfer failed, such as when one or more required fields were missing values.

Conversation session delivery

After the respondent replies to the first message, these fields track the remainder of the conversation.

Conversation Last Status (e_bp_mc_conversation_last_status)

The last status of the record during a conversation.


Value	Description
Sent	Dialog message sent to the channel for delivery to the respondent.
Delivered	The channel reports the respondent received the message.
Delivery Failed	The channel was unable to deliver the last message. See `e_bp_mc_conversation_last_failure_reason` for the reason reported by the channel.

Conversation Last Failure Reason (e_bp_mc_conversation_last_failure_reason)

Text description of the reason the delivery failed (as reported by the channel provider). This field is empty when there has been no delivery failure.

Conversation Last Status Update (e_bp_mc_conversation_last_update_time)

Timestamp when the conversation status was last updated.