JQuery support in Surveys

Auto Importer and passwords

Exported delimited-text file fields now start with tab values

Rapid Response sections in Classic End-of-Life Notice

Twilio WhatsApp Template changes

Conversations

• Web Surveys shared via Conversations links now comply with the European Accessibility Act (Directive 2019/882), which requires digital products and services offered in the EU to be accessible to people with disabilities by June 28, 2025.

Feedback

• Smart Response now supports Medallia Video (LivingLens) by generating AI-based replies using the text comments associated with video feedback. This enhancement expands Smart Response coverage to rich multimedia feedback, enabling more relevant and efficient responses, and improves agent productivity by bringing AI assistance to Medallia video records.

• The Feedback Response section in Admin Suite now features an intuitive interface for configuring feedback response templates. Admins can manage template visibility, status, and customize templates by adding by adding branding elements like logos and footers, thereby enhancing communication for closed loop emails. These improvements simplify setup, enhance usability, and increase efficiency in managing templates at scale.

Integrations

• Connectors have these improvements:
  • The SFTP and S3-based Connectors now support XLSX and JSON formats, in addition to the existing CSV support.
  • Connectors can now be duplicated, making it easier to configure multiple Connectors.
  • Admins can now select an Experience Program directly from the Connector UI, allowing the Connector and incoming data to be associated to a Program with minimal effort.

• A new connector for Zendesk Chat integration pulls Chat transcript data for Zendesk. This connector leverages Zendesk APIs to provide a lower-lift integration that can be quickly configured by receiving Zendesk credentials for those APIs from the customer. The Connector can then be configured via the admin suite UI to pull data from Zendesk.

• Auto Importer now directly supports junking and un-junking surveys via a new plug-in option. This provides a more standardized way to junk surveys, and introduces the ability for admin teams to directly managing un-junking, which reduces the time and effort required to coordinate with Support.

• Medallia continually dedicates resources to enhance the Medallia for Salesforce application, focusing on elevating quality, stability, and functionality. We update our documentation concurrently with the release of new versions.

Medallia Mobile

• Root Cause Assist is now available on mobile scorecards with the option to quickly understand what is causing the scores to change.

  Restriction: This feature is not available for GovCloud.

• Voices TV is now generally available (GA) and providing:

  • Machine translations
  • Toggling between SSO or manual logins
  • Updated social review icons
  Restriction: This feature is not available for GovCloud.

Reporting

• Medallia Productized Industry Benchmarks has two new filter categories added to the Healthcare Industry vertical: Service Line and Department. This adds granularity and flexibility for report users.

• Side panels in Reporting can now be exported. Export configurations and formats are the same as for regular dashboards.

• In the Control Panel, users can now select time split when creating custom time periods. Additionally:

  • Default Time splits are available for day, week, month, quarter, and year
  • Custom Time splits (e.g., fiscal quarters) are not supported
  • Users can edit custom time periods and modify Time Split
  • Users can see Time Split selected
  • No admin configuration requirements
  Restriction: This feature is only available in Sandboxes and for a limited set of initial instances. Full availability will be made in a future release.

Speech

• With the addition of several new Amazon Transcribe languages, Medallia Speech now supports all languages available for Text Analytics via a combination of native Voci languages and Amazon Transcribe languages. The additional languages added for this expansion are:

  • Czech (cs-CZ)
  • Danish (da-DK)
  • Dutch (nl-NL)
  • Hebrew (he-IL)
  • Hungarian (hu-HU)
  • Portuguese (pt-PT)
  • Romanian (ro-RO)
  Warning: Note that Amazon Transcribe model quality may vary and users should test with example audio files before committing to use.

• Medallia Speech now supports Amazon's Language Identification features when using Amazon Transcribe engine. This feature attempts to identify the primary language of a call, allowing users to pass audio without specifying the language ahead of time. This is useful for scenarios where multiple languages might be spoken in a single call center or from call to call.

  Restriction: Amazon Language ID is restricted to languages that are supported by Text Analytics. One language is transcribed for any given call. It is not available for the Voci engine.

Surveys

• Quarantine processing performance has been improved for rules based solely on E-Fields.

• Survey Builder has better support for WCAG: 1.4.3 Contrast (Minimum) to better assist users with low vision and color-blindness.

• Accessibility in Web Surveys has been improved to ensure compliance with WCAG 2.1 AA standards and the European Accessibility Act (EAA), effective June 28, 2025.

Text Analytics

• Intelligent Summaries for text analytics is now generally available (GA). Text Analytics topic and theme summaries use generative AI to provide concise, on-demand summaries of the most recent 100 (English only) comment data tagged to a topic or theme. These summaries dynamically respect the user's data scope and current filters, providing quick, actionable insights without the need to manually sift through large volumes of feedback. The summaries are now additionally available in the TA Explorer module to users with the appropriate role permission.This feature is enabled for all eligible Text Analytics modules that a Role has access to via a role-level Reporting permission, but now has the flexibility to disable this feature at an individual module level if needed.

  Restriction: This feature is not available for GovCloud.

• The TA Emerging module now has three new calculations to rank Topics/Themes, giving you deeper insights into the trends driving change in your feedback.

  • Point Change measures the absolute difference in a percentage between two time periods. It helps you see how much a Topic or Theme's presence has increased or decreased over time.
  • Effect Size tells you how meaningful the difference in mentions between two time periods is. It is a statistical approach that enables you to understand the practical significance of an increase or decrease in mentions, factoring in sample size.
  • Volume Change (Count) tracks Topics or Themes by raw comment volume increase to spot high-impact changes at scale. Particularly useful for Contact Center use cases.

  These new metrics help you move beyond surface-level trends to understand the magnitude and significance of change. Whether you're surfacing rising concerns, identifying wins, or prioritizing areas of focus, you'll have the flexibility to rank Topic/Themes based on what matters most to your business.

• The new Traceability Export feature in On-Demand Summaries enhances transparency by allowing users to download the comment text tagged to the Topic or Theme used for generating summaries. This makes it easier to:

  • Review the underlying comment data
  • Validate the AI-generated summaries
  • Share detailed "voice of the customer/employee" examples with stakeholders or internal teams

  The export is accessible in the Summary interface and includes a feedback link to Medallia R&D so users can help shape improvements to summary quality and usefulness over time.

  This update brings Medallia Experience Cloud closer to more transparent, auditable, and actionable insights.

  Restriction: This functionality is currently in Beta. During this early access period, clients in the Beta program can try out and test this feature, and provide feedback about it. This stage allows Medallia to refine the feature's design before its general availability. Be aware that functionality may change before then.
• Themes with GenAI are now Generally Available (GA). Themes with Generative AI use artificial intelligence and unsupervised machine learning techniques for theme discovery and clustering. Reduce time to insight and increase analytics adoption with Themes that surface granular, contextual insights that are clearer and more actionable than ever before. Themes are available to run on native English data and to be generated in English. For more information and next steps, contact your Medallia Account Team.

  Restriction: This feature is not available for GovCloud.

• Root Cause Assist is now Generally Available (GA). Root Cause Assist uses generative artificial intelligence for root cause analysis of reporting data for topics, themes, and metrics. Analysis is displayed in a side panel when Root Cause Assist is engaged from supported reporting modules. Once enabled, Root Cause Assist can be disabled for individual modules.

  Restriction: This feature is not available for GovCloud.

Ask Now

• In Ask Now, users no longer need to save the Distribution and Audience page before adding Audience Attributes.

• To minimize confusion around discrepancy between total counts in Ask Now wizard and reporting, the Ask Now wizard no longer reports the total count of completed records. To see the total counts, use Ask Now reporting which is accessed via the View Results button in the Ask Now wizard.

Reporting

• LinkToReport now passes all filters from TA Segment Ranker module to the target page set.

• Home node now loads if drop-in location node has no results

• Corrected the dates of the Time Splits to respect the selected Time Period in the Control Panel which caused incorrect data to be shown.

Text Analytics

• In the TA Explorer module the Learn About Metrics link now only appears when metrics display.

• The On Demand TA Summary popover moved from the right side to the bottom so it does not obscure the rest of the table row in TA Snapshot and the TA Top and Bottom module.

• When the TA Explorer UI module appears in a sidepanel, the search bar fully fits into the small sidepanel, the bubble visualization resizes on sidepanel resize, the no data error message no longer overlaps other parts of the module, and the AI disclaimer always appears at the bottom of the module.

General

• "% Change in Positive Sentiment" and "% Change in Negative Sentiment" for "Effect Size" metric are calculated correctly.