Medallia Experience Cloud Summer 2025.2 (e693) release notes

Released starting 28 May 2025

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

Notices

Changes that affect functionality.

Auto Importer and passwords

Warning: It is possible to update user-account passwords through Auto Importer. This feature may be deprecated in a future release. If your company requires this feature, contact your Medallia representative to have them validate the requirement with the Medallia Global Security and Compliance (GSC) team.

Exported delimited-text file fields now start with tab values

Warning: As of the Fall 2023.3 release, files exported as CSV, pipe, and tab delimited formats start with a tab character for field values beginning with =, +, -, or @. For example, -100 changes to \t-100 (ASCII 9 for tab). This mitigates a security risk that could allow code malicious injection into spreadsheet programs. Applications processing CSV files must comply with RFC-4180 and should trim whitespace from field values before use — that is, remove surrounding whitespace (tab, newline, or space characters) before using the value. For more information, see CWE-1236.

Rapid Response sections in Classic End-of-Life Notice

Important: Medallia has begun the End-of-Life (EOL) process for the following sections of Rapid Response in Classic. Consider using the "Feedback Response" capability located in Admin Suite for the best self-serve experience in creating and managing templates. Please contact the Medallia support team with any questions.
  • Emails
  • Social Reviews
  • Conversations
  • SpellCheck Vocabularies
  • Unit Group Vocabularies
MilestoneDefinitionDate
End-of-Life AnnouncementEnd-of-Life notification is published.May 2025
Limited SupportClassic-only bugs will no longer be investigated or fixed.End of July 2025
End-of-AvailabilityThe sections listed above will be removed from the Classic Rapid Response.Starting in November 2025

Allow list update

Important: Beginning 22 July 2024, all metrics-proxy.medallia.* hosts have been replaced by rum-gateway.medallia.com. Any access to the old endpoints will automatically redirect to the new endpoint.

Clients with allow-lists should update all references of metrics-proxy.medallia.* to use rum-gateway.medallia.com. See Medallia Experience Cloud IP addresses and host names for a complete lists of endpoints to include.

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

Admin Suite

  • There are new several quality of life enhancements for Experience Programs, including:

    • When removing an asset from a Program, you can choose to remove the fields that the asset added.
    • When adding or removing fields in a Program, you can now filter the list of fields to see only fields used in specific data importers or surveys.
    • When adding or removing reports from a Program, you can filter the list of reports by a particular role.
  • The new "Send Preview" feature for Smart Response empowers CX administrators to easily send a preview of the Smart Response to a designated email address, offering a firsthand look at its appearance in their email inbox. This ensures that the email format and branding are aligned with the company’s standards before activation.

  • Admin Suite now supports Reporting Shared Configuration for configuring common role-level reporting controls used exclusively for the Root Cause Assist GenAI feature.

    Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.
  • Accessibility Enhancements

    • General improvements to keyboard navigation and screen reader support for Medallia Experience Cloud Surveys and Cookie Banner V3.

    • The Ranking Order component now includes screen reader announcements translated into all 18 supported languages, improving accessibility for a global audience.

Conversations

  • Conversations includes minor visual updates to the interface to enhance consistency and improve overall user experience. No functionality has changed.

Integrations

  • A new Genesys Web Messaging Connector maintains Chat coverage by replacing the old Genesys Connectors. Genesys is deprecating Chat features in favor of their new web messaging feature. This Connector works the same way the existing Genesys Chat Connector, and supercedes the old Genesys Chat Connector.

  • The synchronization of records between Medallia Experience Cloud and Medallia Experience Orchestration that are on a schedule now retrieve all records since the last successful export, mitigating the chances of missing records from failed jobs. In addition, Administrators can now view the export history within Experience Cloud to identify jobs that require attention or to audit synchronization performance.

Medallia Mobile

  • Mobile email editors are now the same across the Medallia Mobile platform to include an updated and faster interface. All email flows outside of the app remain unchanged.

  • Medallia Mobile now tells users when new responses have arrived. When a new response arrives and the user has been on the Responses tab for 2-5 minutes, a notification allows the user to quickly refresh to see the latest data in real time.

  • Medallia Mobile now supports Root Cause Assist with all the same flows as web. Additionally, a new onboarding screen tells users about it when active for their role.

    Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support.
  • 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 on Medallia GovCloud. For more information, contact your Medallia representative.

Reporting

  • New System fields track and export key feedback response metrics including sent date, subject, comment, and CC recipients, for all email responses associated with a feedback record. This supports both single responses and multiple responses, ensuring comprehensive tracking and transparency. This level of detail helps facilitate audits and strengthens trust with stakeholders through accountability.

  • These modules now have linking capabilities to support links to to a report and to the root-cause analysis side panel:

    • Big Number — linking capability added
    • Metric Comparison — linking capability added to table and chart views
    • Scores Snapshot — linking capability added to table and chart views
    • Scores by Segment Snapshot — linking capability added to table and chart views
    • Segment Distribution — linking capability added to chart views; table views previously supported
  • A new Feedback Loop feature lets users quickly share feedback with Medallia’s R&D team to help continuously refine the accuracy, relevance, and clarity of GenAI-generated Themes. When viewing a Theme with GenAI in the Text Analytics Summary module, an in-context prompt — “Is the main Theme helpful?” — allows users to choose Yes or No directly in the interface.

  • Administrators can now expose Significance Level parameter to Reporting users in all Medallia Alchemy Experience Reporting (MAX) modules that support Significance Testing calculations now have one additional control. The modules include:
    • Scores Over Time
    • Segment Distribution Over Time
    • Module Builder Dashboard Ranking
    • Scores by Segments Over Time
    • Benchmark Over Time
    • Pivot Table
  • A new role reporting permission ("View Intelligent Summaries") allows roles/users to view Intelligent Summaries.

Speech

  • Medallia Speech now uses an updated algorithm to assemble speaker utterances into a completed transcript. Previously, in rare situations utterances could be placed into the complete transcript in the wrong order depending on speaker overlap. This new method makes it less likely that utterances will be assembled out of order. Overall accuracy or transcript content should not be impacted.

  • These Speech features are now enabled by default and no longer require a request to enable.

    • Enhanced Call Metrics
    • Enhanced Call Visualization: Conversational Interaction Map
    • Custom vocab & OOV (out-of-vocabulary)

Surveys

  • Survey Builder Enhancements

    • A "JS" indicator now appears next to the eye icon to show when JavaScript validation is present in a survey.

    • Added a new "Last Modified" column in the Preview Links table to help users identify the most recently generated links.

Text Analytics

  • The Themes with GenAI product has been updated as follows:

    • Search Enhancements in Text Analytics Explorer for Themes with GenAI — You can now search GenAI-generated Theme titles using both keyword and semantic search to easily filter and find relevant Themes based on search queries. Previously, Themes with GenAI were not searchable in the Text Analytics Explorer module.

    • Improved Migration to Themes with GenAI in Existing Tag Pools — A new migration process enables easier adoption of GenAI-generated Themes within existing Tag Pools. Previously, using Themes with GenAI required creating a new Text Source (Tag Pool) and could not be applied to existing Tag Pools containing standard Themes (without GenAI).

Total Experience Profiles

  • Introduced ALL/ANY logic while creating TX Profile segments, giving users greater flexibility in defining segment rules. This enhancement allows you to return contacts based on whether all or any of their responses meet the specified criteria. With this added control, you can build more accurate, personalized segments — grouping customers in a way that is more meaningful and impactful for your brand's engagement strategy.

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.

Resolved issues

Reporting

  • Focus order is fixed on Phrases List block of TA Explorer module.

  • Focus Area module now correctly respects view configuration

  • The Topic Filter now allows saving with no selection for a theme or topic.

  • Fixes an issue where the Topic Filter multi-select dropdown scrolled to the top after a selection, rather than staying put.

  • Fixes an issue where user-friendly error was not displaying when ranking query exceeded a limit.

  • Keyboard focus is now allowed on help icons within on-demand summaries.

  • Adds focus indicator when navigating by keyboard on Generative AI logo in on-demand summaries.

  • Screen readers now announce when an AI summary is being generated.

  • Fixed an inconsistency in Module Builder(table view) footer that made footer visible if module shows "No results"

  • Fixed issue where scatter and bubble view do not show "No results found".

  • The Benchmark over Time module now correctly formats using commas when sample size is over 3 digits.

  • The Ranker Snapshot module now displays values offset from the left instead of being completely left aligned.

  • Fixed case in which monthly Exports were not scheduled correctly.

Speech

  • Medallia Speech now uses an updated algorithm to assemble speaker utterances into a completed transcript. Previously, in rare situations utterances could be placed into the complete transcript in the wrong order depending on speaker overlap. This new method makes it less likely that utterances will be assembled out of order.

    Overall accuracy or transcript content should not be impacted.