Medallia Integration

Connect Medallia to TheyDo to bring experience data into your journeys. With this integration, you can add Medallia metrics directly into your workflows to identify opportunities and improve customer experience.
With the Medallia integration, you can sync CSAT, CES, and NPS data to TheyDo. This integration is available for those on the Management & Strategic plans.

This guide provides step-by-step instructions for creating the OAuth credentials needed to connect your Medallia Experience Cloud instance to TheyDo.

Before you connect Medallia

Before you connect TheyDo to Medallia, your Medallia instance must have Experience Programs set up.

• If you have already implemented Experience Programs:
  Experience Programs are typically included in Medallia's standard implementations and best practices. You usually don’t need to do anything extra before connecting TheyDo. If in doubt, check with your Medallia contact.

• If you have legacy survey programs that are not part of an Experience Program:
  Complete the Experience Programs one-time setup in Medallia before installing the TheyDo integration.

In this setup, the part that matters for TheyDo is record linking (tagging feedback records with a program ID).

Your Medallia admin can follow the guide below. If needed, your Medallia servicing team can support the setup.

Resources:

• Experience Programs – Documentation (login required): https://docs.medallia.com/en/medallia-experience-cloud/feedback/signal-capture/experience-programs

• Admin setup guide: https://view.highspot.com/viewer/934a2c6c390d03301a17aa936f2d1d16

How to connect Medallia to TheyDo

To enable the integration, you'll need to:

1. Create a custom role with Query API access

2. Create an AppID account (service account)

3. Generate OAuth client credentials (Client ID and Client Secret)

Time Required: Approximately 10-15 minutes

Prerequisites:

• Admin access to your Medallia Experience Cloud instance

• Permission to create roles and OAuth applications

1. Set up a custom Medallia role

You’ll create a dedicated role that allows TheyDo to access the Query API.

Step 1: Open Roles Management

1. Log in to your Medallia Experience Cloud instance.

2. Go to Company → Roles.

Step 2: Create a new role

1. Select Create a new role.

2. Use the following details:

Role Name: TheyDo Integration API Access
Description: Role for API access to support the TheyDo integration.
Timezone: Etc/GMT UTC+00

1. In Member Capabilities, enable Query API.

2. Click Save.

2. Generate OAuth credentials

To connect TheyDo, you’ll create a service account (AppID account) and an OAuth client.

Step 3: Open OAuth settings

1. Go to Integrations → OAuth.

2. Open the AppID Accounts tab.

Step 4: Create an AppID account

1. Select Create a new AppID account.

2. Enter:

Account Name: theydo_medallia_<yourcompany>
(For example: theydo_medallia_acme)

Account Type: Custom
Enabled: Checked
Role: TheyDo Integration API Access

1. Click Save.

Step 5: Create an OAuth client

1. Open the Clients tab.

2. Select Create a new client.

Step 6: Configure the client

Fill in the following:

Client ID (Name): theydo_medallia_integration
Description: OAuth client for connecting Medallia to TheyDo.

Client Configuration

• Confidential: checked

• Issue Refresh Token: checked

• Leave everything else unchecked

Grants: Client Credentials Grant (for backend services)
Client Subject: your AppID account from Step 4

Step 7: Save and generate the Client Secret

1. Click Save.

2. Confirm the checkbox next to Generate new client secret.

3. Select Generate new client secret.

Step 8: Copy your Client Secret

Copy the token immediately and store it in a secure place. It may only be shown once.

You now have:

• Client ID

• Client Secret

3. Gather the remaining connection details

TheyDo requires three additional values from your Medallia environment.

Step 9: Domain

Your domain comes from your Medallia reporting URL:

Format:
https://<instance>.<domain>.<tld>/<company>

Example:
If your URL is https://instance.medallia.com/acme, then your domain is:
instance.medallia.com

Step 10: Tenant Name

The tenant name is the last segment of your reporting URL.

Using the same example:
acme

Step 11: API Host URL

1. Go to Integrations → Public APIs Setup.

2. Locate Public APIs Hostname.

3. Copy this value.

5. Connect Medallia in TheyDo

1. Go to Settings → Integrations in TheyDo.

2. Open the Medallia integration tile.

3. Select Enable, then Authorize.

4. Enter all required fields:

   • Domain

   • Tenant Name

   • API Host URL

   • Client ID

   • Client Secret

5. Select Connect.

You’re now ready to create metric cards using your Medallia data.

Using dimensions in Medallia metrics

Adding metrics from Medallia is now more flexible with dimensions, allowing you to break down data based on what matters most to your business.

With dimensions, you can add up to 5 filters to a metric and analyze performance across different segments.

How it works

1. When creating a Medallia metric, select:

   • Your source

   • Your Experience Program

   • The relevant fields (surveys)

2. Choose the metric type as usual.

3. Select up to 5 dimensions to break down your data
   (for example: country, device, product).

4. Map response values as needed.

5. Sync your data
   Data will be available within 2–3 minutes.

Using dimensions in journeys

Once your metric is synced:

1. Open a journey.

2. Add your Medallia metric.

3. Apply a dimension filter (for example: Country = France).

4. Save your view.

This allows you to focus on specific segments, like French CSAT or mobile experience, directly within your journey.

Using Medallia surveys in Data Hub

You can connect Medallia survey data to Data Hub to bring quotes, insights, and metrics into your journey.

Please note: This section applies if you have already installed the Medallia integration. Otherwise, start by enabling the integration first.

Before you start

Medallia uses slightly different terminology:

• Surveys = Experience Programs

• Questions = Fields

Keep this in mind when selecting your data.

Connect Medallia data

1. Go to Data Hub.

2. Select Connect data.

3. Choose Medallia.

4. Select an existing source or add a new one.

Select survey data

1. Choose the relevant Experience Program.

2. Select the Field you want to sync.

3. Add filters if needed (for example: Product = Pro).

4. Review and confirm.

Medallia data will sync to Data Hub daily.

Use synced quotes for insights

Once data is available:

1. Open your journey.

2. Choose to enrich insights or create new ones.

3. Set your mining schedule.

4. Choose the level of specificity.

5. Start mining.

Your journey can now include:

• Medallia quotes

• Mined insights

You can review, accept, decline, or refine insights as needed.