Opt-outs setup

Identify the fields to use for opt-out consideration when processing Medallia Conversations invitations.

Opt-outs are respondent who have expressed intent to no longer receive invitations from a company. Once a respondent has opted-out, they do not receive future invitations (from the company's Medallia Experience Cloud instance).

Opt-out evaluation occurs during the Sampling stage of invitation processing. The system checks specific fields in each record (typically email and phone number) against the opt-out list and excludes matching records from receiving invitations, even through a different channel (for example, email instead of phone).

Restriction: Respondents who opt-out through the Facebook's mechanism are handled directly by Facebook, and the ID is never provided to Medallia Conversations for inclusion in the Medallia Experience Cloud opt-outs. Unless the company has collected the Facebook IDs by some other mechanism, it is unlikely the opt-out system will catch Facebook IDs. And less likely that it will be in the Opt-out list.
  1. In Medallia Setup, navigate to Feedback > Surveying > Sampling > Field Setups.
  2. In the MemberOpOutFields property, include the fields to track.
    Sampling Field Setup with two fields selected: email and phone
  3. Click Save.
All new invitations will use the selected fields for opt-out consideration.