An inbound message from a customer that opens the conversation.

At least one outbound message from Medallia Concierge to the customer. (an outbound automated message doesn't count)

A closed conversation after the customer issue is resolved.

Through the Medallia Concierge configuration settings, a specific MEC Enterprise Program is selected, indicating where Medallia Concierge conversations and Zing results will be sent. Once a program is selected, the Medallia Concierge integration automatically adds all required fields to the specific program in MEC. (custom fields can be mapped as well)

As conversations are "closed" in Medallia Concierge or surveys are completed, they are automatically sent to the specified Enterprise Program in MEC.

In MEC, the following areas of the product will now include Medallia Concierge conversations:

This integration allows a single Medallia Concierge Service to send conversation and/or Zing data to MEC. If you are using a Medallia Concierge Organization where multiple services are managed under one Organization in Medallia Concierge, please get in touch with your Success Manager to set this up.

Ensure the Medallia integration is added to your service as a feature. Please check with your Success manager. You can verify by browsing Admin Settings > Integrations. If you don't see an option for Medallia, the integration hasn't been added to your service.

The MEC Medallia Concierge BPP must be installed in your MEC instance before setting up the integration on the Medallia Concierge side (BPP requires MEC version e679 or later.) If you are using a multi-tenant MEC environment, you may need to manually create the following fields, as the BPP automatically adds an unwanted prefix to the key names for fields it created in multi-tenant environments.

Name: Automated Outbound Message Count
Key: e_chat_automated_outbound_count
Type: int
Desc: Count of automated (non-human) messages in this conversation.
Name: Human Outbound Message Count
Key: e_chat_human_outbound_count
Type: int
Desc: Count of user sent (non-automated) messages in this conversation.
Name: Inbound Message Count
Key: e_chat_inbound_count
Type: int
Desc: Count of all inbound messages in this conversation.
Name: Outbound Message Count
Key: e_chat_outbound_count
Type: int
Desc: Count of all outbound messages in this conversation.
Name: Medallia Concierge Channel Type
Key: e_zingle_channel_type
Type: autoindex
Desc: The Medallia Concierge channel value for this conversation.

Base URL of your MEC instance, e.g., https://companyname.medallia.com/instancename

MEC Client ID Learn more.

MEC Client Secret Learn more.

You'll need to be an Administrator in the Medallia Concierge service.

You'll need the Unit ID of the Medallia Unit where you want your conversations and/or Zing results to be sent. Unit ID can be found in Unit Info of the Admin Suite in Medallia.

As a Medallia Concierge Administrator, access the integrations page within your Medallia Concierge service. (Admin Settings > Integrations)

Locate the Medallia integration and click to set up. If you don't see the Medallia integration in the list of integrations, please contact your Success Manager.

Click the enable button.

Paste in your Medallia URL, client ID, and client secret.

Browse to the Conversations tab.

Select a Medallia Program in the dropdown. This is the program where Medallia Concierge conversation chat transcript records will be sent.

Optionally map static values. This step/section is optional but can be used to set user-defined static values to be sent to MEC with each conversation record.

Optionally map Contact fields. This step/section is also optional but can be used to map Medallia Concierge Contact fields to MEC fields. If mapped, the Contact field values in Medallia Concierge will populate the MEC fields with each conversation record.

When finished, click the Save + Activate button.

Now, each time a conversation is closed in Medallia Concierge, the chat transcript, plus any fields mapped here, will be sent along to MEC.

Browse to the Zings tab.

Select a Medallia Program in the dropdown. This is the program where Medallia Concierge survey records will be sent.

Optionally map static values. This step/section is optional but can be used to set user-defined static values to be sent to MEC with each survey record.

Map Zing fields. Select the Zing that you want to use. Selecting a Zing with one or more survey questions will allow you to map each Medallia Concierge survey question to a field in MEC. If you select a non-survey Zing, you'll have the option to map the Zing name or ID (this can be used to "count" the number of times a specific Zing was executed and can be helpful in MEC to track metrics, such as the number of check-in automation run.)

Optionally map Contact fields. This step/section is also optional but can be used to map Medallia Concierge Contact fields to MEC fields. If mapped, the Contact field values in Medallia Concierge will populate the MEC fields with each survey/Zing record.

When finished, click the Save + Activate button.

Once a survey is completed or a Zing is executed in Medallia Concierge, the mapped field information will be sent to MEC.