This article explains how to connect Medallia Concierge to your Ada AI Agent using the Ada integration settings. Once connected, Concierge can send guest messages to Ada for automated evaluation and resolution.
Prerequisites
Before configuring the integration, ensure you have:
An active Ada account
Your Ada bot subdomain
An Ada API key
If you do not have these values, contact your Ada administrator.
Accessing the Ada Integration
In Concierge, navigate to Admin Settings
Select Integrations
Click Ada
You will see the Ada configuration screen.
Configuration Fields
Bot Subdomain (required)
Enter the full URL of your Ada bot subdomain.
Example:
https://demo-medallia-concierge.ada.support/
This tells Concierge where to send messages for Ada processing.
API Key (required)
Enter your Ada API key. This key authenticates requests between Concierge and Ada. Keep this value secure.
Webhook URL
This field displays the Concierge webhook endpoint used by Ada to send events back to Concierge. Click Copy and paste this value into the appropriate webhook configuration area within Ada. No manual editing is required in Concierge.
Handoff Assignment (required)
Select the team that should receive conversations when Ada determines a human agent is required.
Example:
Concierge
Front Desk
Guest Services
This ensures conversations are routed to the correct staff when handed off.
Saving the Configuration
Enter all required fields
Click Save Configuration
When successfully connected, the integration status will display Connected.
Disabling the Integration
To stop sending messages to Ada:
Open the Ada integration
Click Disable Integration
This immediately disconnects Concierge from Ada.
Troubleshooting
If the status does not show Connected, verify:
Bot subdomain is correct
API key is valid
Ensure the Webhook URL is correctly added within Ada
If issues persist, contact Medallia Support
What This Configuration Enables
Connecting Concierge to Ada allows:
Guest messages to be sent to Ada for automated evaluation and actioning
Ada to resolve requests or hand off to staff
Handoff routing based on your selected assignment