Restriction: Full Media Capture capabilities and customization are not available in LivingLens Experience edition. Contact your Medallia representative for more information.
Medallia LivingLens Media Capture is an embeddable component that allows companies to capture video, audio and images from users. Once a customer integrates the Media Capture component into a survey, respondents can upload media to a pre-configured LivingLens channel.
The main use case is to embed the component into a survey question, allowing respondents to record or upload a media response as an alternative to writing an open-ended text response.
Media Capture script has two components:
An HTML block — Contains a
<div>element and its attributes.
LivingLens has generic integration documentation for customers to configure the script and integrate the Media Capture component into a standard HTML5 environment. LivingLens has bespoke integration guides for the Qualtrics, Confirmit, Decipher, and Alchemer survey platforms.
See Media Capture Integration guide. Password: w3PQZANjX85Z5n
Best practice is to allow at least one week for first time component set up and testing, which allows time for support and troubleshooting if needed. Customers who regularly use LivingLens often launch surveys within 24 hours of getting the required information from LivingLens.
Media Capture is region sensitive. LivingLens Australia, Canada, and Medallia Colo customers must point the component to the channel data center location using a region attribute in the HTML block. See Media Capture customization.
If a customer does not have a survey platform and is interested in Medallia support, contact Medallia Research Services.
See the following sections for information about Media Capture capabilities and configuration:
The current version of LivingLens Media Capture is v2. V2 has several functionalities including:
Being HIPPA compliant
Being WCAG 2.1 AA compliant (Accessible)
Records in HD quality (720p)
Friendly user initiated recording
A visual marker to indicate minimum recording time
This is a visual example of the v2 component loaded in a survey web page, configured to capture either a video or audio response:
This is a visual example of the legacy v1 component loaded in a survey web page, configured to capture a video response or allow a video file upload:
Differences between the v1 and v2 survey components
Media Capture v1
Media Capture v2
WCAG 2.1 AA compliant (Accessible)
Recorded in HD quality (720p)
(for Insights Suite only)
All 3 media options displayed
(for Insights Suite only)
Built in opt out option
User initiated recording
Recording visual marker
Set widget to reload automatically after media submission
Mobile device support
Desktop browser support (Latest versions of Chrome, Mozilla Firefox, Safari, Microsoft Edge)
Set up information
These are the steps to implement Media Capture.
Activate Media Capture on the channel
Test the component by uploading media and viewing it in the LivingLens channel
Customer Admins can activate Media Capture on any channel. See Channel management - Media Capture tab.
If your account does not have a Customer Admin, contact LivingLens Technical Support via the Medallia Knowledge Center to activate Media Capture on a channel and:
Request the API Key and Channel Id of the LivingLens channel.
Activate any non-English interface (instructional text) languages needed for the component.
The Media Capture component requires HTTPS. The SSL certificate does not need to be signed. This is a requirement imposed by respondents' software (web browsers).
Media Capture customization
Customize the Media Capture component by setting attributes in the HTML block. Customizations include:
Set the type(s) of media to capture. Options are — video, audio, and/or image. (Multiple media types in one widget supported in v2 only)
Set a minimum or maximum recording time (Note: only enforced in desktop web browsers).
Set the component dimensions in pixels.
Set the component interface (instructional text) language.
Set the component to allow either single load or to reload automatically after media submission.
Allow respondents to upload a file from their device.
Allow respondents to opt out of responding. (v2 only)
Important: Customers with media capture credentials (API Key and Channel Id) for a LivingLens Australia, Canada, or Medallia Colo channel must point the component to the channel data center location using a region attribute in the HTML block.
See Media Capture Integration guide (Password: w3PQZANjX85Z5n) for all attributes and descriptions.
Supported interface languages
By default, the Media Capture interface (instructional text) language is English. Customer Admins should activate all non-English interface languages for the component within LivingLens, see Channel management - Media Capture tab.
If your account does not have a Customer Admin, contact LivingLens Technical Support via the Medallia Knowledge Center to activate non-English Media Capture interface languages for a channel.
The following languages are pre-translated and ready for use:
Important: LivingLens is not currently able to support video/audio transcription in italicized languages.
IETF Language Code
Chinese Traditional (Hong Kong)
Spanish (Latin American)
If the interface language is not activated in both the HTML block and LivingLens channel, the Media Capture interface language defaults to English.
Officially supported desktop web browsers:
Chrome (Latest Version)
Mozilla Firefox (Latest Version)
Safari (Latest Version)
Microsoft Edge (Latest Version)
The Media Capture component should work on all major and maintained browsers that support WebRTC.
Note: Due to the deprecation of Adobe Flash Player, Internet Explorer 11 and older versions of Safari are no longer supported for desktop media capture.
Officially supported mobile devices:
Apple iPhone (Device: 6 Plus+ / iOS: Latest)
Android (Latest OS Version)
Officially supported mobile web browsers:
Android — Chrome, Firefox, Samsung Internet, Edge for Android
iPhone — Safari
Medallia LivingLens brings the value of adding video capabilities to feedback. It provides an easy respondent experience and gives companies the ability to bring feedback to life using.
The percentage of respondents who select a video versus audio question, or a media response versus a text open-ended response, depends on a variety of factors. These include:
Transparency about the use of video
The question topic
The language used
Contact your Medallia Representative for best practices about using Media Capture in a survey.
In Customer Experience (CX), as a general rule, you can expect a response rate of ~0.5%-5%, depending on how the best practices are implemented. For wider market research applications, the same principles apply but scale is usually smaller and therefore incentives can be larger, resulting in higher response rates.