Omni Exporter for Conversations

Omni Exporter is a Medallia Experience Cloud process that exports or passes survey records (invitations) from the Experience Cloud database to other systems. For Medallia Conversations, Omni Exporter looks for new invitations and passes them to Medallia Conversations to initiate the conversations.

When Omni Exporter finds invitation for Medallia Conversations, it extracts the necessary fields from the record(s), translates some values to ones Medallia Conversations expects, and sends the results as a JSON text object to Medallia Conversations.

Note: Omni Exporter identifies records to send based on three criteria, all of which must be found in the record:

  • The record is intended for Medallia Conversations (indicated by the e_packages_bp_record_type_conversations_yn flag field).

  • The record has not already been received by Medallia Conversations (indicated by the e_packages_bp_mc_request_sent_to_mc_yn flag field).

  • The survey status is either 3 (SURVEY_ENGINE_ONLY) or 27 (NO_SURVEY_ENGINE).

Set up authentication

Omni Export communicates with Medallia Conversations via APIs. To ensure proper security, each company has its own unique credentials comprised of an authentication ID and token.

Note: Medallia provides the authentication ID (mec-api-id) and token (mec-api-token) values when preparing the instance. You can view these in Medallia Conversations from the Custom Parameters list in Account > Custom Setting.

To setup Omni Exporter authentication for the company:

  1. In Medallia Web reporting Setup, locate the Integrations > Data Export > Omni Exporter screen.

  2. Select the Medallia Conversations exporter named "Medallia Conversations - Trigger Conversation".

  3. Scroll to the HTTP Request Assembly section and update the ID and token in the Headers property. In this illustration, replace "PLACEHOLDER" with the associated value on each line:

    Put the API ID and token in the Headers property

  4. Click Save.

Configure invitation fields

Generally, you do not need to change the Omni Exporter configuration. The most common change is to add fields to the set that get passed to Medallia Conversations. This is done in the fields element of the Omni Exporter's HTTP Request Body code. To passes additional fields, add them to the fields element. This snippet passes four fields:

write(JSON.stringify( function() {
    …
	content.survey = {
		…
		// Parameters sent to Medallia Conversations - Add as needed
		fields: {
			e_firstname: record.e_firstname,
			e_lastname: record.e_lastname,
			e_company_name: "Orion",
			e_city: record.e_city
		}
	};
	…

Additionally:

  • Note any Medallia Conversations fields being used for channel, conversations, etc. These need to be mapped in the invitation in the Importer specification.

  • Pay attention to the alt set of the field being sent — it's best to send strings as Medallia Conversations does not support conditioning based on integers.

  • Depending on the channel, you might need to change the conditioning if the phone number or messaging ID are sent. If in doubt pass both a messaging ID and a phone_number.

Troubleshooting Omni Exporter for Conversations

Errors with the Omni Exporter usually manifest themselves in the e_bp_mc_invite_status being stuck in "Created", or where conditioning / pipe-ins are not working.

To investigate the issue go to the "Events" tab in Omni Exporter and locate the triggered event.

  • Verify all the expected fields are showing up under "Event data".

  • Verify the Request and Response look correct, and that there are no error messages.