Medallia Agent Connect SMS Integration

Support teams and contact centre managers who want agents to feel recognised for good work can put Mobile Message's texting alongside Medallia Agent Connect through Zapier. When a customer texts back after an interaction, a Zap can create a feedback request in Medallia Agent Connect, prompting a review of the agent who handled that conversation without extra admin work landing on a manager's desk.

Busy service lines often lose track of the small moments worth flagging, a kind reply, a resolved complaint, a customer who mentions the agent by name. Pairing an inbound text reply, or confirmation that a text was delivered, with a feedback request means recognition happens closer to the moment it was earned, and agents get input on their performance without someone remembering to log it by hand. Managers running several agents at once get a steady trickle of feedback requests to work through rather than a backlog that only gets attention during a quarterly review, so career development conversations have something current to draw on.