Lookup tables

Lookup tables are maps of keys and values, where for each key there is a matching value. Import specifications use lookup tables to map company-supplied names to the internal IDs Medallia Conversations uses to identify conversations and channels.

Important: The lookup tables must be updated for every conversation and channel that handles feed-based invitations.

When using a feed-based invitation, the raw invitation from the company includes key values that indicate the conversation and channel to use for the conversation with the respondent. The import specification for invitations uses the lookup tables to map the supplied key values to the IDs Medallia Conversations uses.

Mapping feed data to Conversation data by replacing feed values with ones found in lookup tables

When the company knows the respondent's preferred channel, that information is included in the feed, such as 'sms' or 'messenger'. The lookup table then maps those values to the channel IDs defined in Medallia Conversations. The same thing happens for conversations: the company identifies the conversation to have with respondent, and the lookup table identifies the conversation in in Medallia Conversations.

Callouts to the IDs for conversations and channels

This "redirection" allows Medallia Conversations administrators to make changes to conversations and channels without having to change the source feed. For example, during a testing period the 'sms' channel might use a special SMS channel that doesn't connect to the respondent. But when ready to start actually sending invitations to respondents, the admin can change the value in the lookup table to use a different SMS channel the actually connects to respondents.

It is also possible for multiple "key values" to point to the same conversation or channel. For example, two conversation keys 'belt-web" and "belt-store" can both point to the same conversation, with the result that both sets of respondents engage in the same conversation. The admin can later change the lookup table to direct each set of respondents to unique conversations instead.

Conversations lookup tables

Medallia Conversations uses these lookup tables:

medallia_conversations_channel_mapping
Medallia Conversations maps channel keys to Channel IDs. The table has three fields: one each for the key and the ID, and one for the type of the channel. When updating the table, use a CSV text file like this:
"*key",channel_id,type
sms,aab40140-89f0-11e8-b406-c5d71677,sms
sms-test,9a36f880-8c7b-11e8-9e3d-bb20af07,sms
messenger,0fc1d370-89ef-11e8-841e-2d5179db,messenger
medallia_conversations_convo_mapping
Medallia Conversations maps conversation keys to Conversation IDs. The table has two fields: one each for the key and the ID. When updating the table, use a CSV text file like this:
"*key",conversation_id
test,1c28b180-89f2-11e8-b406-c5d7167
belt-store,19f20e60-9074-11e8-b238-29e12a4c
belt-web,19f20e60-9074-11e8-b238-29e12a4c
belt-follow-up,8bbb1bc0-911b-11e8-b238-29e12a4c

Update a lookup table

Set up an Experience Cloud lookup table for Medallia Conversations.

  1. In Medallia Conversations, locate the ID of the channel or conversation and make note of it (or copy it to your clipboard).
  2. In Medallia Setup, setup the lookup table.
    1. Navigate to Integrations > Data Import > Lookup Tables.
    2. Select the table to update.
    3. Click Download in the Lookup Table File section.
      This downloads the table as a CSV file to your computer.
    4. Locate the CSV file on your computer and open it in a text editor.
    5. Update the file with the ID from Medallia Conversations. Either update an existing entry or add a new one.
    6. Save the CSV text file.
    7. On the Lookup Tables page, click Upload Lookup Table and choose the CSV file on your computer.
      Lookup Tables screen with call-outs to the Download and Update Lookup Table buttons
    8. Click Save to upload the updated file.
The import specifications immediately use the updated table.