M
Support / Contact Center

Medallia AI Integration

Connect Medallia to BeforeQuery for grounded AI answers and agent actions across Support / Contact Center.

Connect Medallia
What is it?

About Medallia

Medallia is one of the Support / Contact Center platforms BeforeQuery connects to. Once linked, the platform's data becomes a first-class source for grounded AI answers and a target for policy-gated agent actions — the same identity, approval, and audit-log guarantees every other integration ships with.

Setup

How to connect Medallia

  1. Step 01

    In the BeforeQuery dashboard, go to Integrations → Support / Contact Center and select Medallia.

  2. Step 02

    Sign in to Medallia with an account that has permissions to grant BeforeQuery the Support / Contact Center scopes required.

  3. Step 03

    Confirm the connection. Medallia is now available as a source and action target for every playbook in your workspace.

Explore

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How BeforeQuery uses Medallia

What the agent does with your Medallia connection

  • 01

    Read Medallia conversations to give agents customer context across every past interaction.

  • 02

    Draft cited AI replies inline in the Medallia composer — every draft grounded in your macros + knowledge base.

  • 03

    Auto-triage and route inbound Medallia conversations based on intent, sentiment, or product area.

  • 04

    Deflect known-answer conversations before they reach a human, with your policies deciding the confidence threshold.

Use cases

What teams actually do with the Medallia integration

AI drafts in the Medallia composer

Support agents write replies with an AI-drafted first pass grounded in your help center, past tickets, and product docs. Every claim carries a citation an agent can click to verify. Median reply time drops 40-60% without sacrificing quality.

Confidence-gated deflection

Inbound Medallia conversations that look like a "how do I" question with a known answer get an AI reply grounded in your KB. Confidence over 0.85 posts the reply; below, it queues for a human with the draft attached.

Ticket triage and routing

New Medallia conversations get intent-classified, sentiment-scored, and routed to the correct team — Billing, Onboarding, Bug, Feature Request — before the queue sees them. Reduces mis-routes 70%+.

Answer questions grounded in Medallia

Employees and customers ask Medallia-related questions in Slack, Teams, or the widget — BeforeQuery answers with the exact Medallia record shown alongside the response. No context switching, no "log into Support / Contact Center to check" round-trips.

Medallia — Frequently Asked Questions

Common questions about connecting BeforeQuery to Medallia.

Only what the playbook needs. PII detection runs on inbound content before it reaches the LLM — emails, phone numbers, credit-card fragments are redacted before retrieval and re-inserted only in the outbound reply where policy allows. Full PII controls at the workspace + playbook level.
Yes. Simulation mode replays a past Medallia conversation through the playbook, shows what would have been drafted or posted, and compares to what the human agent actually did. Ship changes with data, not hope.
Standard OAuth 2.0 where Medallia supports it, otherwise API-key or bearer-token auth. Credentials are stored encrypted at rest (AES-256-GCM) per workspace, never shared across customers, and rotated on request. The connection is scoped to the least-privilege set of scopes each playbook needs — you approve the scope list on install.
No. Your Medallia data feeds only your workspace's own agents and answers. Nothing is used to train a shared model, and nothing crosses workspace boundaries. Bring-your-own-model is available on Enterprise if you want to pin inference to your own OpenAI / Anthropic / self-hosted deployment.
Yes. Every Medallia integration is scoped at install time — you pick which resources, users, or record types are visible. You can further restrict per-playbook: a single playbook only touches the specific Medallia objects it needs. Scope changes take effect on the next sync.
Every write is logged with the acting user, the playbook that fired it, the exact operation, the target entity IDs, and the timestamp — all in the immutable audit log. Writes are rehearsable in simulation mode against a copy of live data before they touch Medallia for real.

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