Medallia for Slack

Medallia for Slack enables a one-way integration from Medallia Experience Cloud to Slack

Medallia for Slack enables a one-way integration from Medallia Experience Cloud to Slack that routes experience data captured by Experience Cloud to create visibility on customer feedback and drive actions to improve customer experiences.

Feature highlights:

Feedback collection

Collect feedback from employees to improve response rates.

  • Send employees survey invitations directly via Slack messages.

  • Send reminder notifications via Slack messages.

Screen capture showing slack message with survey invitation

Response stream

Showcase any responses that Experience Cloud collects in a dedicated Slack channel.

  • Sync responses back to Slack channels or individuals to notify them of new responses.

  • Customize data fields.

  • Customize message look and feel.

Screen capture showing response in slack message

Alert notifications

Send alert notifications to case owners directly on Slack.

  • Route alerts and other feedback records to Slack channels or individuals to notify them of new alerts.

  • Link directly to case forms in Experience Cloud to drive instant actionability.

Screen capture showing message with alert notification and link to case form

Below is the integration workflow for Medallia for Slack:

Medallia for Slack integration workflow

Setting up this integration is a two-step process:

  1. Installing the Medallia for Slack app — This step must be performed by the Slack administrator for your company. This step installs a bot user in your Slack workspace and provisions said bot user with permissions to send messages within your Slack workspace.

  2. Configuring the Medallia for Slack app — This step must be performed by a Experience Cloud administrator, who has full configuration access to the system. This step involves customizing the outbound API integration via Omni Exporter to your use cases.

Installing the Medallia for Slack app

The purpose of this step is to:

  1. Authorize a specific instance of Experience Cloud to talk to a specific Slack workspace via OAuth 2.0 authentication.

  2. Install Medallia bot user with a set of permissions that Experience Cloud will use as the entity to direct messages into Slack through public general or DMs to specific individuals.

To install the app, follow these steps:

  1. Navigate to the Medallia for Slack listing on Medallia XChange.

  2. Scroll down to the Installation section and click Add to Slack to be redirected to a permissions page:

    Note: You must be logged in to the Slack Workspace; otherwise, the system will prompt you to log in.

    Screen capture showing Slack workspace permissions page to select viewing and action permissions

  3. Click Allow to initiate the flow via the Medallia Integration Authenticator. You will be redirected to the Integration Authenticator landing page.

    Screen capture showing the Medallia Integration Authenticator landing page

  4. On the Login screen, enter:

    1. Company name — Medallia server and company URL to your Experience Cloud instance. For example, it might look like https://instance.medallia.com/company for a production environment. If you are using a sandbox, then it will look like https://sandboxname-instance-company.medallia.com/company.

    2. Captcha text — For security purposes.

  5. On the next screen, enter in the username and password provided by your Medallia expert, and click Log In.

    Note: If you do not see a Experience Cloud login screen and, but you see your company’s SSO login screen, follow these steps:

    1. Open a separate tab on your web browser and go to the company URL provided by your Medallia expert. You should see a login page.

    2. Enter the username and password, and click Log In.

      You should be authenticated into Experience Cloud. The screen you see may say No Access, which is expected.

    3. Follow steps 3 and 4.

    4. Click Login.

      This time the connection should be valid as it inherits your logged in Experience Cloud user session.

  6. If all is successful, you see a success message.

Configuring the Medallia for Slack app

After a successful installation, Slack sends an access token to your Experience Cloud instance that is securely stored. Now, your Experience Cloud instance has the access token for Slack to be used by Omni Exporter to interact with Slack channels. Additionally, your Experience Cloud instance requires a pre-configured Omni Exporter to integrate into Slack. This sample Omni Exporter is included with one of our best practice packages. Contact your Medallia expert for information on obtaining this BPP. For information about best best practice packages (BPPs), see Apps.

To use the Slack access token in your Omni Exporter setup, simply set the Login parameter to Slack as shown below:

Screen capture showing an Omni Exporter configuration screen with Slack selected as its login method

Complete the Omni Exporter setup by customizing the JavaScript in the Body section, which contains the message structure sent into Slack. Below is an example of how the outbound payload is structured. If you need to modify the out of the box configuration, consult Slack’s Block Kit builder to understand and verify what is possible with their messaging API.

Image showing JavaScript code in the Omni Exporter HTTP request body to build the outbound payload structure for Slack.