.png)
Medallia Experience Cloud Integration Guide
Connect Medallia Experience Cloud feedback, respondent, survey, and case data with enterprise systems through REST APIs, exports, workflows, and selective event notifications.
Medallia Experience Cloud integration options at a glance
Medallia Experience Cloud primarily integrates through tenant-specific REST APIs secured with OAuth 2.0 bearer tokens and client credentials. These APIs can retrieve feedback, respondents, surveys, programs, users, and supported case data. Bulk and export-oriented capabilities can support larger data volumes through asynchronous request, polling, and result-retrieval sequences. Selected Medallia modules may provide outbound notifications or callbacks, but event coverage is not universal. Martini can consume the APIs, orchestrate export jobs, receive supported callbacks, schedule incremental synchronization, transform payloads, and route results to databases, analytics platforms, files, or enterprise applications.
| Integration point | Supported by Medallia Experience Cloud? | Common use cases | How Martini supports it |
|---|---|---|---|
| REST APIs | Yes | Retrieve Feedback, Respondent, Survey, Program, User, and supported Case resources; read configuration; and export experience data for downstream processing. | Martini can consume Medallia REST endpoints from workflows, apply query parameters and pagination, transform responses, and expose controlled APIs that abstract Medallia-specific schemas. |
| Bulk and export APIs | Limited | Process larger volumes of experience data through asynchronous export or bulk requests, status polling, and result retrieval where enabled for the tenant. | Martini can submit jobs, persist job identifiers, poll with bounded intervals, retrieve completed results, transform them, and restart ingestion without repeating completed work. |
| Webhooks and outbound callbacks | Limited | Receive selected event notifications or outbound callbacks from supported Medallia modules and tenant configurations. | Martini can expose an API endpoint or webhook-triggered workflow, validate any supplied signature or shared secret, retrieve the current resource, and process the event idempotently. |
| OAuth 2.0 authentication | Yes | Authenticate server-to-server API clients with client credentials, bearer access tokens, scopes, and tenant-specific permissions. | Martini can store client secrets, token configuration, scopes, and tenant endpoints as environment-specific secrets and use bearer tokens when consuming Medallia APIs. |
| Scheduled synchronization | Yes | Retrieve new or changed data using supported timestamp filters, cursors, continuation tokens, or scheduled export windows when event coverage is unavailable. | Martini scheduler-triggered workflows can persist synchronization watermarks, process pages, apply overlap windows, and retry transient failures. |
| File and attachment exchange | Not confirmed | Some modules or export resources may expose attachment or file URLs, but a universal attachment API for Feedback was not confirmed. | Martini can retrieve and route a confirmed file or export URL to a file store or downstream system, while treating structured feedback as the default integration payload. |
How Medallia Experience Cloud exposes data and business events
Medallia REST APIs
REST is the primary standards-based integration method for Medallia Experience Cloud. Tenant-specific APIs can expose Feedback, Respondent, Survey, Program, User, and supported Case resources, subject to product availability and permissions.
Martini implementation pattern
Martini implementation pattern: a workflow obtains an OAuth 2.0 bearer token, calls the relevant Medallia endpoint, follows the documented pagination or continuation model, maps the response to a canonical model, and writes to the target system or exposes the result through a Martini API.
Implementation sequence
Medallia bulk and export processing
Medallia provides bulk or export-oriented capabilities for larger data volumes where enabled. These operations may be asynchronous and commonly require a request, status check, and completed-result retrieval sequence.
Martini implementation pattern
Martini implementation pattern: a workflow submits the export or bulk request, persists the returned job identifier, polls at a bounded interval, retrieves the completed result, transforms it, and records processing checkpoints so ingestion can resume safely.
Implementation sequence
Medallia outbound callbacks
Selected Medallia modules or tenant configurations may provide outbound notifications or callbacks. Public materials do not establish a universal event mechanism for all Experience Cloud activity.
Martini implementation pattern
Martini implementation pattern: Martini exposes a controlled API endpoint or webhook-triggered workflow for confirmed notifications, validates any provided signature or shared secret, retrieves the current Medallia resource when necessary, and uses an idempotency key before downstream processing.
Implementation sequence
Scheduled incremental synchronization
Where a required callback is unavailable, Medallia data can be synchronized using supported timestamp filters, cursors, continuation tokens, or scheduled export windows. The exact mechanism depends on the provisioned API.
Martini implementation pattern
Martini implementation pattern: a scheduler-triggered workflow reads the last successful watermark, applies a small overlap window, retrieves pages or export results, deduplicates by Medallia identifier and update time, and advances the watermark only after successful processing.
Implementation sequence
Common Medallia Experience Cloud integration patterns
Pattern 1: Route feedback to CRM case management
When to use this pattern
Use this pattern when low scores, negative comments, or selected survey responses should create follow-up work in Salesforce or ServiceNow. The flow can be scheduled or event-driven depending on the Medallia module and tenant configuration.
Integration direction
Example Mapping
| Medallia Experience Cloud Field | Canonical Field | Target Field |
|---|---|---|
| Feedback.id | experienceFeedbackId | External reference |
| Feedback.score | experienceScore | Priority or severity |
| Respondent.externalId | customerExternalId | Account or customer reference |
| Feedback.comment | customerComment | Case description |
Martini implementation pattern
Martini retrieves Feedback and related Respondent data, applies score, sentiment, survey, program, and location rules, matches the customer, and creates or updates a target case. It stores the source and target identifiers, uses lookup-before-create or upsert behavior, and routes unmatched or invalid records to an exception workflow.
Martini capabilities used
- workflows
- API consumption
- data mapping
- business rules
- error handling
- retry handling
Pattern 2: Load Medallia feedback into analytics
When to use this pattern
Use this pattern for longitudinal experience analysis, cross-system reporting, segmentation, or executive dashboards. Bulk or export processing is preferred for large volumes where available.
Integration direction
Example Mapping
| Medallia Experience Cloud Field | Canonical Field | Target Field |
|---|---|---|
| Feedback.submittedAt | feedbackSubmittedTimestamp | submitted_at |
| Feedback.surveyId | surveyIdentifier | survey_id |
| Feedback.rating | experienceRating | rating |
| Feedback.attributes | feedbackAttributes | attributes_json |
Martini implementation pattern
Martini submits or retrieves Medallia data, polls asynchronous jobs when required, flattens nested attributes, preserves source identifiers, validates records, and loads Snowflake in restartable batches. Invalid rows are separated for review and completed batches are checkpointed to prevent duplicate loading.
Martini capabilities used
- scheduled workflows
- bulk orchestration
- data mapping
- JSON handling
- validation
- checkpointing
- error handling
Pattern 3: Synchronize respondents with customer data
When to use this pattern
Use this pattern when Medallia Respondents must be aligned with customer or workforce master data in Salesforce, SAP, Workday, or another authorized system of record.
Integration direction
Example Mapping
| Medallia Experience Cloud Field | Canonical Field | Target Field |
|---|---|---|
| Customer.externalId | customerExternalId | Respondent.externalId |
| Customer.email | contactEmail | Respondent.email |
| Customer.location | serviceLocation | Respondent.location |
| Customer.status | customerStatus | Respondent.status |
Martini implementation pattern
Martini retrieves changed customer data, matches records using an external identifier before falling back to carefully governed attributes, transforms fields to the enabled Medallia resource schema, and updates supported Respondent data. Ambiguous matches, anonymous identities, and unsupported write operations are recorded for review rather than forced.
Martini capabilities used
- scheduled workflows
- API consumption
- identity matching
- data transformation
- validation
- exception handling
Pattern 4: Synchronize closed-loop case status
When to use this pattern
Use this pattern when feedback creates downstream work and the resulting case assignment, resolution, or closure should be reflected in Medallia, provided the tenant API supports the relevant Case or follow-up updates.
Integration direction
Example Mapping
| Medallia Experience Cloud Field | Canonical Field | Target Field |
|---|---|---|
| Case.externalReference | feedbackCaseCorrelationId | Medallia Case reference |
| Case.status | followUpStatus | Medallia case status |
| Case.resolvedAt | resolutionTimestamp | Medallia resolution time |
| Case.owner | followUpOwner | Medallia case owner |
Martini implementation pattern
Martini receives or polls downstream case changes, finds the durable Medallia-to-target correlation, validates permitted status transitions, and updates the supported Medallia resource. It prevents repeated updates, handles missing feedback references, and retries transient target or Medallia failures.
Martini capabilities used
- workflows
- API consumption
- business rules
- mapping and transformation
- idempotency
- retry handling
Applications commonly integrated with Medallia Experience Cloud
Medallia Experience Cloud is commonly positioned alongside customer, service, analytics, collaboration, and enterprise-system workflows. These integrations should be validated against the customer’s Medallia modules, tenant configuration, and target application APIs.
| Application | Scenario | Direction | Martini Pattern |
|---|---|---|---|
| Salesforce | Create service follow-up cases from Medallia feedback and associate experience data with Accounts, Contacts, or customer activity. | Medallia Experience Cloud → Martini → Salesforce | A scheduled workflow or supported callback retrieves Feedback, matches the Respondent to Salesforce data, applies score and survey rules, and creates or updates a case or activity. Martini stores correlation identifiers and handles retries and duplicate deliveries. |
| ServiceNow | Route poor experience scores, complaints, and follow-up requirements into ServiceNow case, task, or incident workflows. | Medallia Experience Cloud → Martini → ServiceNow | Martini consumes Medallia REST data or a supported notification, maps feedback and respondent attributes to ServiceNow fields, creates the appropriate work item, and can synchronize resolution status when the relevant Medallia resource supports updates. |
| SAP | Align customer, account, location, or service information with experience feedback and operational processes. | SAP → Martini → Medallia Experience Cloud | Martini retrieves customer or service context from SAP, matches it to Respondents using a durable external identifier, transforms fields to the Medallia resource model, and records ambiguous or rejected matches for review. |
| Workday | Correlate employee experience programs with worker and organizational information where the relevant Medallia modules are licensed. | Workday → Martini → Medallia Experience Cloud | A controlled workflow retrieves worker and organization data from Workday, applies tenant-specific identity and privacy rules, and sends supported profile or program data to Medallia. The exact Medallia write resources must be confirmed. |
| Snowflake | Centralize Medallia feedback for longitudinal analysis, segmentation, and cross-system reporting. | Medallia Experience Cloud → Martini → Snowflake | Martini retrieves paginated feedback or orchestrates an asynchronous export, flattens nested attributes, preserves Medallia identifiers, validates records, and loads an analytics model with checkpoints and restartable ingestion. |
| Tableau | Combine Medallia experience metrics with operational and financial data for dashboards and executive reporting. | Medallia Experience Cloud → Martini → Tableau | Martini transforms Medallia exports into a warehouse-ready model, commonly loading Snowflake or another data store that Tableau consumes. It can normalize survey answers, timestamps, channels, and program dimensions. |
| Jira | Create product or engineering issues from recurring feedback themes and defect-related complaints. | Medallia Experience Cloud → Martini → Jira | Martini evaluates feedback scores, categories, and comments against business rules, creates Jira issues for qualifying items, and stores the Medallia-to-Jira correlation for deduplication and later updates. |
| Slack | Notify customer-success or operational teams about high-priority feedback or case events. | Medallia Experience Cloud → Martini → Slack | A Martini workflow filters qualifying feedback or downstream case events, removes unnecessary personal information, formats a concise notification, and sends it to the appropriate Slack destination through the target API. |
How to build a Medallia Experience Cloud integration in Martini
Objective
Establish tenant-specific Medallia API connectivity using OAuth 2.0 client credentials, bearer tokens, scopes, permissions, and environment-specific endpoint configuration.
Instructions in Martini
- Configure the Medallia tenant endpoint and token settings.
- Store client identifiers, secrets, and tokens as environment-specific secrets.
- Confirm API permissions for the required Experience Cloud resources.
- Test authentication separately from business processing.
Objective
Select a scheduled workflow, a supported Medallia callback, or an API-driven invocation based on the event coverage and synchronization requirements confirmed for the tenant.
Instructions in Martini
- Use a scheduler for timestamp, cursor, or export-based synchronization.
- Use a Martini API or webhook-triggered workflow only for confirmed Medallia notifications.
- Define the synchronization interval, overlap window, and concurrency limits.
- Document the source event or watermark strategy.
Objective
Retrieve Feedback, Respondent, Survey, Program, User, or Case data using the appropriate REST query, pagination model, or asynchronous export sequence.
Instructions in Martini
- Call the relevant Medallia REST resource.
- Follow the endpoint’s documented page, cursor, or continuation behavior.
- Persist bulk job identifiers and poll asynchronously when required.
- Advance checkpoints only after successful page or result processing.
Objective
Coordinate calls, enrichment, routing, persistence, and exception handling in a Martini workflow that can be monitored and restarted safely.
Instructions in Martini
- Separate authentication, retrieval, transformation, and target-writing stages.
- Use bounded concurrency for large data volumes.
- Route invalid, unmatched, or unsupported records to an exception path.
- Preserve correlation identifiers throughout the workflow.
Objective
Convert Medallia payloads into a canonical model and then into the target application’s schema while preserving important source identifiers and tenant-specific attributes.
Instructions in Martini
- Map Feedback, Respondent, Survey, Program, and Case fields explicitly.
- Flatten nested attributes only where the target model requires it.
- Normalize timestamps, locations, channels, ratings, and language values.
- Retain controlled extension data for fields that vary by survey or tenant.
Objective
Apply business rules for prioritization, identity matching, privacy, case creation, routing, and supported status transitions before writing downstream data.
Instructions in Martini
- Use score, survey, program, location, and comment rules to determine routing.
- Prefer durable external identifiers over email-only matching.
- Define handling for anonymous and ambiguous respondents.
- Mask sensitive free-text content when sending collaboration notifications.
Common Medallia Experience Cloud data objects used in integrations
| Object | Typical Use | Common target systems | Martini handling |
|---|---|---|---|
| Feedback | Customer experience responses, ratings, comments, attributes, and submission metadata. | Salesforce, ServiceNow, Snowflake, Databricks, Amazon S3, SAP | Martini retrieves Feedback through REST or export operations, validates and transforms nested fields, applies routing rules, and stores stable identifiers for idempotent processing. |
| Respondent | Customer or respondent identity associated with submitted feedback. | Salesforce, SAP, Workday, customer master databases | Martini matches Respondent data using durable external identifiers where available, normalizes identity fields, and routes anonymous or ambiguous matches to exception handling. |
| Survey | Questionnaire definitions, questions, answer choices, and survey metadata. | Snowflake, Tableau, reporting stores, governance systems | Martini can retrieve Survey metadata, map versioned questions and answers to a canonical model, and preserve tenant-specific extensions. |
| Program | Configured experience-management initiatives containing surveys, feedback flows, or related configuration. | Snowflake, operational reporting platforms, internal APIs | Martini uses Program context to classify Feedback, enrich downstream records, and avoid hard-coding tenant-specific survey or program assumptions. |
| User | Medallia platform users and administrators where permitted by the provisioned API. | Identity governance systems, audit stores, internal directories | Martini can retrieve permitted User resources, minimize sensitive fields in logs, and map administrative data to controlled downstream processes. |
| Case | Follow-up or service-management items created from customer feedback where case functionality is enabled. | Salesforce, ServiceNow, Jira, internal case systems | Martini can create, update, or synchronize Case data only where the tenant API supports the required operations, using correlation keys and idempotent updates. |
Authentication and security considerations
OAuth 2.0 and client credentials
Medallia Experience Cloud integrations generally use OAuth 2.0 access tokens obtained with tenant-provisioned client credentials. Requests use bearer tokens, while scopes, API permissions, and tenant configuration determine which resources are available.
Secrets and tenant isolation
Store client secrets, tokens, token endpoints, and tenant-specific base URLs as environment-specific Martini secrets. Do not embed credentials in workflows or expose them in logs.
Privacy controls
Feedback and comments can contain personally identifiable or sensitive information. Limit diagnostic payloads, apply retention policies to exports, and mask sensitive content before routing it to collaboration or ticketing systems.
Operational considerations for Medallia Experience Cloud integrations
Rate limits and retries
Confirm tenant-specific quotas and use bounded concurrency. Retry transient 429, 502, 503, and network errors with backoff, honoring any Retry-After response.
Pagination and incremental sync
Use the pagination or cursor model documented for each endpoint. Persist a successful watermark or export checkpoint, use an overlap window, and deduplicate by Medallia identifier and update timestamp.
Idempotency and bulk jobs
Persist correlation keys and use upsert or lookup-before-create behavior. For asynchronous exports, store the job identifier, poll with timeouts, and make result ingestion restartable.
Schema and tenant changes
Survey questions, answer choices, programs, custom attributes, and metadata can change. Validate payloads, preserve controlled extensions, monitor API versions, and route incompatible records to an exception workflow.
Testing and monitoring
Test authentication, pagination, identity matching, duplicate delivery, failed exports, and downstream outages with representative tenant data. Monitor workflow logs, processing checkpoints, retry counts, and rejected records.
Why use Martini instead of scripts or point-to-point integrations?
Orchestration beyond point-to-point calls
Martini coordinates Medallia API calls, asynchronous exports, downstream writes, business rules, and exception paths in maintainable workflows rather than scattering logic across scripts.
Reusable transformation and API assets
Martini can map tenant-specific Medallia payloads into canonical models, expose controlled APIs for internal consumers, and reuse authentication, validation, and transformation logic across integration flows.
Operational reliability
Scheduled execution, callback handling, checkpointing, retries, idempotency, and monitoring provide a more controlled operating model for feedback synchronization than individually managed scripts.
Frequently asked questions
Medallia Experience Cloud primarily integrates through tenant-specific REST APIs secured with OAuth 2.0. Organizations can retrieve feedback, respondents, surveys, programs, users, and supported case data, and can use bulk or export-oriented processing for larger volumes. Selected modules may provide outbound notifications or callbacks, while scheduled incremental synchronization can be used where event coverage is unavailable.
Yes. Martini can consume Medallia Experience Cloud REST APIs, orchestrate asynchronous bulk or export operations, schedule incremental synchronization, transform experience data, and receive supported Medallia callbacks through Martini APIs and workflows.
No dedicated Medallia connector is required. Martini can integrate through Medallia’s confirmed native mechanisms, including REST APIs, OAuth 2.0 authentication, bulk or export operations, scheduled synchronization, and selected outbound callbacks.
Lonti does not charge an additional per-connector or per-vendor fee to integrate Medallia Experience Cloud. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from Medallia, cloud infrastructure, or other third-party systems based on subscription, usage, and deployment model.
REST APIs should be the default method for current integrations. Bulk or export-oriented APIs are appropriate for larger datasets, while scheduled synchronization can provide reliable incremental processing. Use outbound callbacks only after confirming that the required event is supported for the specific Medallia module and tenant.
Selected Medallia modules or tenant configurations may provide outbound notifications or callbacks, but a universal webhook for all Experience Cloud activity was not confirmed. Martini can receive a confirmed callback through an API endpoint and use scheduled REST or export synchronization for events that are not covered.
Martini can use supported timestamp filters, cursors, continuation tokens, or scheduled export windows, with a persisted synchronization watermark and a small overlap period. Stable Medallia identifiers, target references, upsert behavior, and lookup-before-create logic help prevent duplicate cases or analytics rows during retries and overlapping runs.
Yes. Martini can expose a REST API that retrieves, filters, or transforms Medallia data for internal applications. This can centralize authentication, authorization, validation, field mapping, error handling, and protection from direct dependency on tenant-specific Medallia schemas.
Related Martini documentation
API Workflows
Transformation
Integrate Medallia Experience Cloud with Martini
Use Martini to connect Medallia Experience Cloud feedback and experience data with enterprise applications, analytics platforms, and operational workflows through secure APIs, scheduled synchronization, exports, and supported event notifications.