Medallia Experience Cloud Fall 2025.3 SP1 (e694) release notes

Released starting 22 September 2025

For software requirements for Web and Mobile users, and for survey takers, see System Requirements.

Notices

Changes that affect functionality.

Sign-in will require SSO or MFA

Restriction: Beginning 1 November 2025 the default sign-in process for Medallia Experience Cloud will require Single Sign-On (SSO) or multi-factor authentication (MFA). Existing accounts not using either SSO or MFA need to be converted to SSO or MFA, and may continue to exist as-is until 31 January 2027, at which time they will be blocked.

Twilio WhatsApp Template changes

Important: On April 1st, 2025, Twilio deprecated the WhatsApp Template Console Tab and Templates API in favor of its Content Template Builder to provide a more scalable and reliable experience. In response, Medallia Conversations has updated its integration with Twilio to align it with the new definitions.

Release highlights

New or improved features

Conversations

  • Medallia enhanced the data exchange between Conversations and Experience Cloud for improved throughput, stability, and reliability, allowing more conversations to be processed simultaneously with built-in throttling and retries, all for faster, more stable operations.

Feedback

  • Smart Response internal prompt has been improved to generate clearer and more professional replies. The enhancements address formatting inconsistencies, reduce repetitive and lengthy content, and refine tone to avoid over-promising or sounding overly apologetic. These updates ensure that AI-responses are now more concise, empathetic, and aligned with customer standards, reducing the need for manual edits. Additionally, Medallia's recommended instructions for newly created Smart Response templates have been updated to reflect these improvements, and will automatically leverage the latest prompt version.

Reporting

  • An Action plan can now be managed by someone other than the owner or creator with a new role level 'super user' permission: Action Plan Super User. This makes action planning maintenance easier.

Security

  • Single Sign-On (SSO) configuration now supports the SAML 2.0 and OIDC protocols simultaneously. Client admins no longer need to select a single SSO protocol. Configuration screens in Classic Setup have been adjusted accordingly.

    IdPs shown in the IdP selector screen can also now be restricted based on the IP address of the Experience Cloud Reporting user. For example, if a client has separate IdPs for each division of their company and each division also has separate VPN IP ranges, they can only show IdPs that make sense given the VPN IP range.