Release highlights

New Data Retention page

The Data Retention page allows you to configure the number of days that historical data will be maintained for your organization. On this page, you can set a custom data retention period between 60 and 1,095 days (36 months), after which your historical data will be deleted. Setting a data retention policy provides more control over your organization's data, allowing you to align your Mindful Callback data retention to your company's policies.

To learn more, see Data Retention. Keep checking back for more updates to this page in the future!

Customizable Call Targets page

You can now set a maximum number of Call Targets to view at once in a paginated layout on the Call Targets page for easier navigation and faster loading:

New URLs for Scheduler API endpoints

We have updated the base URL and paths of Scheduler API endpoints as follows:

New base URL and path — https://api-callback.getmindful.com/api/scheduler

• Check widget status — /widget/{widget_id}

• Register a callback — /widget/{widget_id}/request_callback

• Cancel a callback — /organization/{organization_id}/cancel_callback

• Request callback status — /organization/{organization_id}/callback_status

• Request status of all widgets — /organization/{organization_id}/widget_status

For complete endpoint definitions and authentication guidance, see the Scheduler API documentation.

Updated error responses for the Scheduler API

We have updated several error responses for endpoints in the Scheduler API. To review possible responses, see the Scheduler API documentation.

Call Detail performance improvements

The Call Detail page will no longer attempt to load more than 180 days of data, which will improve load times and performance for organizations with a large amount of historical data.

When more than 180 days (six months) of data is requested, a message will appear on the page to instruct the user to export the data to CSV.

In this scenario, the other filters will be inaccessible and no data will be loaded on the page until the date filter is adjusted to a period of less than 180 days.

New multi-factor authentication (MFA) requirement for all new organizations

MFA will now be required for all new organizations not using single-sign on (SSO) authentication. This requirement helps to ensure that only authorized users are able to access your organization's data.

To ensure maximum security of your data, no exceptions can be made to the MFA policy for any user or role. This policy will be enforced on all new organizations created after this release, and existing clients will need to opt in prior to November 1, 2026. In either case, the enablement will be performed by the Medallia Support team.

To learn more about the MFA requirement and the user experience, see User management and How to manage your user account after release. To view FAQs about the new policy, see Multi-factor authentication (MFA) FAQs. To opt in or ask questions about the policy, contact a Medallia representative.

Callback Status performance improvements

We have completed the first phase of performance improvements for the Callback Status page. Sorting columns is now quicker and more responsive, especially for organizations with large numbers of Call Targets.

We continue to work on additional performance enhancements that we will announce in the future!

Additional entries in the Audit Log

The following changes will appear on the Audit Log page as update events with an Object Type of "Organization":

• A Mindful Callback super admin enables or disables the multi-factor authentication (MFA) requirement.

• The Current Retention Period field is updated on the Data Retention page.

Resolved issues

Duplicate callback registrations via API will now return the appropriate response.

Previously, when a callback was simultaneously registered on two different Call Targets, a 502 Bad Gateway error was returned, which was incorrect. Now, a 200 OK response with a status of "TooManyInteractions" will be returned.

Contact center queues created via API can now be exported via the UI.

A new issue appeared that caused contact-center queues that were created via API to be left out of CSV exports on the Contact Center page. With this release, these queues will now be present as expected.

Drill-down windows on the Callback Performance dashboard will now consider dashboard filters when presenting data.

Previously, the data shown in drill-down windows for average value metrics (such as Avg Wait Duration) did not take filters into account, resulting in incorrect data.

The Source filter on the Call Detail page will now filter for web interactions appropriately.

In the Source filter, the "Web" option unexpectedly included voice calls. With this release, each of the three options (Web, Voice, and Messaging) will filter the results as expected.

Enabling or disabling all Call Targets via the Global Settings page is now more efficient.

For organizations with a large number of Call Targets, enabling or disabling the Register Callbacks or Process Callbacks settings on the Global Settings page could take several minutes to apply to all Call Targets. We have updated the logic behind this operation so that the change takes place immediately.

An issue causing an RTP echo on the customer side has been resolved.

After sending a SIP ReINVITE with the Block Media After Reinvite setting enabled, Mindful Callback could send an RTP packet with an unexpectedly late timestamp. This in turn could cause a client's transcoder to break, resulting in customers hearing an echo on their side of the call.

A cause of failed connections between customers and agents has been resolved.

In rare cases, a SIP Re-INVITE sent from Mindful Callback to the contact center could collide with another message coming from the contact center to Mindful Callback, causing the contact center to respond with a SIP 491 Request Pending message. This in turn would cause the connection between the customer and agent to fail when the customer was already reconnected.