Auto Importer and passwords

Exported delimited-text file fields now start with tab values

Allow list update

Twilio WhatsApp Template changes

Admin Suite

• You can now manage Medallia Experience Orchestration users in Medallia Experience Cloud with SSO-managed access through App Switcher. Easily manage users, configure permissions, and control access in Admin Suite Classic so users can one-click into Orchestration features.

• Legacy options for survey customization are now disabled by default in all Medallia Experience Cloud instances. Legacy options typically take the form of HTML blocks in surveys using JavaScript syntax such as $(‘dom-selector’).

  Clients currently using these legacy options will continue to have support enabled in their Experience Cloud instance, pending a future deprecation plan (to be communicated). Medallia will provide an appropriate period of notice and time for transition to a new, productized solution. No action is necessary for Medallia Experience Cloud admins or users at this time.

Conversations

• For compliance and best practices, Medallia Conversations now includes an opt-out message by default in the first dialog statement of a Conversations. This change attempts to reduce the risk of getting customer accounts blocked by Twilio or any other provider (Engagehub) that requires this compliance

Feedback

• Smart Response is now Generally Available (GA). Smart Response is a transformative AI solution that generates personalized, contextually appropriate feedback responses aligned with your company’s best practices and communication preferences. Smart Response simplifies the complexities of drafting responses for frontline team members thereby making the Closed Loop Feedback (CLF) process a lot easier.

  Administrators configure and manage Smart Response using the new self-service capabilities of Admin Suite. They can tailor instructions to reflect their company’s brand voice and address specific organizational needs and use cases. With this functionality, every AI-generated response can be aligned with the company’s best practices and communication preferences, ensuring consistency across interactions. This approach not only fosters a dynamic and personalized customer experience but also enhances the adaptability and effectiveness of Smart Response.

  The Smart Response feature is initially available for English language data in select regions. Contact your Medallia expert for details.

• Intelligent Summaries is now Generally Available (GA). Intelligent Summaries let you get to the bottom of every conversation in seconds, pulling out resolution, reasons for contact, the outcome of a conversation, and any additional relevant details. Intelligent Summaries are visible everywhere there are conversational records in Experience Cloud, enabling you to more quickly triage which conversations need a closer look. You can even filter on resolution and reason for contact, identifying patterns in agent performance and customer experiences faster than ever before.

  The Intelligent Summaries feature is initially available for English language data in select regions. Contact your Medallia expert for details.

• You can now auto-populate the sender's email address in the CC field for email feedback responses. Admins can enable this functionality with a checkbox in the Admin Suite Feedback Responses.

Integrations

• Updated Auto Importer to improve the performance of complex JavaScript calculations.

• Admins can now use the Admin Suite to create exports of Medallia Experience Cloud data and send them to Medallia Experience Orchestration to supports journey discovery orchestration. This replaces previous methods of export via OmniExporter.

• 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.

Reporting

• Presentation Exports have these new or enhanced features:

  • Option to configure custom title slide per role
  • Option to configure custom background for slides, including footer, company-wide
  • Option to configure custom final slide, company-wide
  • Higher resolution image for chart exports
  • Titles on each slide to be pulled from header sections, if configured (dashboard configuration)
  • Option to include a slide with dashboard filters applied (dashboard configuration)
  • Option to hide module-level filters, both on the dashboard web view and on the exports (dashboard configuration)

• The new Link to Report configuration allows all cells in table view and datapoints in charts become clickable for Scores Over Time module.

• You can now track and export the email addresses of recipients who were CC'd on the first (oldest) feedback response sent for a given feedback record through a-field called Rapid Response CC Recipients. This field is available in reporting and can be included in exports.

  This will help you gain deeper insights into the communication loop, fostering transparency and accountability, and providing greater visibility by tracking who was included in the feedback loop process.

Speech

• The Connectors UI options have been updated to reflect available options, including:

  • The defunct "Verticals" dropdown options have been removed when using Voci engine.
  • When using Amazon Transcribe engine, the diarization option is removed and a single locale option is available to reflect Amazon configuration options.

• To improve performance when requesting a historical job, priority is given to any scheduled jobs.

• Speech and Signals now has improved compliance with GDPR deletion request process. The transcript fields "qspeechcomment" and "qconversationaltranscript_comment" are now part of the default Personally Identifying Data list, and are deleted for records included in the results for the SurveyGdpr Auto Importer plugin. In addition, any records identified by the SurveyGdpr Auto Importer plugin have their audio playback files deleted so that users can no longer listen to the audio (this does not change retention policy for the initial audio file storage bucket that is used for the Speech integration).

• The Speech pipeline now automatically detects and decrypts audio files and metadata flat files encoded with the Medallia public PGP key. Using the key is optional. Client keys are not supported. For more information, see PGP Keys.

Text Analytics

• 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 available in these modules: TA Summary, Focus Areas (when displaying topics or themes), TA Snapshot, and TA Top and Bottom to users with the appropriate role permission.

  Note: This is a closed Beta and engagements will begin with a limited number of selected customers.

General

• The documentation portal now has support for RSS notifications for limited topics, including

  • new release notes
  • GovCloud changes
  • IP address and host changes

  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. For information about this feature, see RSS notifications.

• The generative AI sparkle icon and content disclaimer have been updated. All generative-AI-powered content is indicated with this sparkle icon and a text disclaimer.

Integrations

• Fixed an issue that prevented PGP keys from being properly applied to Admin Suite Exports. Adding a PGP key to an export in Admin Suite now now properly encrypts the using the configured key.