Create automatic responses to words or phrases sent by your contacts. Set up customized keyword responses to keywords such as Hours, Address, Parking, Events, Manager, Social and more!
Create a New Zing
Start by heading to the Zings tab in the Medallia Concierge Dashboard.
Next, select Create Zing to navigate to the Zing marketplace and select Start from Scratch.
From the Trigger screen, select Keyword is matched.
Set parameters of the keyword trigger with these things in mind:
Equals: This is the most specific and commonly-used filter. Equals typically yields the best results when attempting to set up automated response by keyword. In the image above, we've set up an "hours" keyword Zing based off of any text exactly matching "hours" to automatically send back business hours as a text.
Contains: This filter should be used sparingly, especially for common words. Using the contains filter will set the Zing to fire every time a text containing the keyword comes into your service. For example, if we're setting up a Zing to send business hours based off the keyword "hours," the Zing will automatically fire for any message containing the word such as: "What are the hours of housekeeping service?" "What hours is the pool open?" etc. The contains filter is best used either for internal processes such as adding a tag or used with the Zing suggestion feature. Click here to learn more about Zing suggestion.
Contains emojis: This filter can help you track and respond to your customer's emotions. Here you can set a particular emoji to fire an action. For example, a text containing the 😠 emoji could trigger a Zing to automatically apply a tag of "unhappy" or send an email to management.
Does not contain: This filter can be used to separate out or categorize communications. For example, if you're in retail and have offered your texting channel as a way to communicate about orders, a filter could be used to auto-reply to any text that does not contain "order" with a respond of "Thank you, this line is for order inquiries only. For generic inquiries, contact our service team at 555-555-5555."
Ends with: Similar to the contains filter, this can specify a Zing to fire based off the end of a text. For example, you could set any text ending in "!" to be tagged as "Needs Attention."
Not Equal To: Similar to does not contain, this is an exclusion filter but is even more generic, this is not recommended unless you're attempting to set very broad parameters for your Zing or the incoming texts are intended to be in a singular format.
Regular expression: Feeling fancy? Regular expressions are a sequence of characters that help to refine your trigger in a very specific way. For example, if we were wanting a Zing to fire based off someone texting in the word "join" or "register," we could use the special character of "|" in a regular expression of "register|join" to filter accordingly. More information on regular expressions can be found online.
Starts with: This is the inverse of the ends with filter. An example would be if a valet desk was instructing customers to text "PICKUP" with their valet number to fire a response of "Thank you, your car will be out front in the next 5-10 minutes."
Next, select either running or suggesting the Zing. Suggestion is recommended following broad criteria triggers such as using the contains filter. Click here to learn more.
Select if you'd like the Zing to fire immediately or after a delay.
To finish, select Continue and Continue again to finish your trigger.
Create an Action
Next, select an action to run once the trigger has been set initiated. In this instance, we'll select Send message to contact. For more option on what actions are available, click here. Once you've written the text to be sent as an action, click Continue and Save + Finish.
Finally, name your Zing and Save + Finish.