---
title: "Medallia Agent Connect Integration Toolkit"
slug: "medallia-agent-connect-integration-toolkit"
description: "Discover how the Medallia Agent Connect integration toolkit works with Gladly. Learn how to configure integrations and send CSAT surveys to customers."
updated: 2026-04-06T23:11:22Z
published: 2026-04-06T23:11:22Z
canonical: "help.gladly.com/medallia-agent-connect-integration-toolkit"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Medallia Agent Connect Integration Toolkit

Learn the basics of how the Medallia Agent Connect integration works.

## Who maintains the integration

Medallia Agent Connect's integration with Gladly is built and maintained by Medallia Agent Connect.

## Basic scope

When Medallia Agent Connect receives a webhook event from Gladly, the Agent's email and Customer information relevant to the Conversation is pulled into Medallia Agent Connect. That information is used to send the Customer a CSAT survey. The Customer's response is then formatted and posted back into the Customer's Conversation Timeline.

![Customer feedback showing a resolved issue with positive remarks and interaction details.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Stella-Connect-Sample.png)

### How it's integrated

Medallia Agent Connect integrations are configured through your Medallia Agent Connect contact. To get started, collect the following data to send to your Medallia Connect Agent contact:

- **API token –** Token is [generated](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks) in Gladly
- **Gladly URL –** Your Gladly domain (i.e., {YOUR-COMPANY}.gladly.com}
- **Email address –** The email address used for the integration

Send an email to [implementation@stellaconnect.com](mailto:implementation@stellaconnect.com) if you need assistance.

### APIs used for the integration

| API Name |
| --- |
| /api/v1/agents/XXX |
| /api/v1/customer-profiles/XXX |
| /api/v1/conversation-items/XXX/media/recording |
| /api/v1/conversations/XXX/items |
| /api/v1/conversations/XXX |
| /api/v1/inboxes/XXX |

## How the integration works

Medallia Agent Connect uses Gladly's `CONVERSATION/CLOSED` webhook to trigger the CSAT collection workflow. It typically goes like this:

- Medallia Agent Connect receives the `CONVERSATION/CLOSED `webhook when a Conversation is closed.
  - This webhook includes a Conversation ID and Customer ID.
- Medallia Agent Connect retrieves Conversation data, including Topic IDs, Inbox ID, and timestamps using `GET /conversations/{conversationId}`.
- Medallia Agent Connect retrieves Conversation items using `GET /conversations/{conversationId}/items.`
- Medallia Agent Connect retrieves related media files to the Conversation using `GET /conversation-items/{itemId}/media/recording.`
- Medallia Agent Connect retrieves information about the Agent involved in the Conversation using `GET /agents/{agentId}.`
- If the Topic list in Conversations does not include **do_not_send_stella,** Medallia Agent Connect sends a CSAT survey to the Customer and attributes the Customer's response to the Agent who last interacted with the Customer, and not the Agent who closed the Conversation.

> [!WARNING]
> CSAT rating is attributed to the Agent that sent the last response
> 
> It's important to note that CSAT rating is attributed to the Agent that last sent a response, not the owner of the Conversation or the Agent that closed the Conversation.

More information about the integration can be found on Medallia Agent Connect's [website](https://docs.medallia.com/en/agent-connect/integrations/integrations/gladly).