HotSOS Integration
The HotSOS Integration allows customers running HotSOS to configure their Medallia Concierge service to fetch guest reservation data. HotSOS obtains this reservation data from 3rd-party property management systems used by the hotels and provides a common interface.
Prerequisites
CONTACT and ORDER SYNC: Before a property can use the HotSOS-Medallia Concierge reservation integration, the Medallia Concierge implementation team will submit the request to Amadeus for processing. Once HotSOS fulfills this request, HotSOS will give Medallia Concierge the credentials to use which will consist of a username (ZINGLE_XXXX, where XXXX is a number), a password, and the URL.
ORDER SYNC ONLY: Before a property can use the HotSOS-Medallia Concierge integration, the Medallia Concierge implementation team will submit the request to Amadeus for processing. Once HotSOS fulfills this request, HotSOS will give Medallia Concierge the credentials to use, which will consist of a username (ZINGLE_XXXX, where XXXX is a number), a password, and the URL.
Configuration
In order for Medallia Concierge to be able to receive data from HotSOS, configuration settings need to be made in Medallia Concierge. Integration settings can be accessed by an Administrator in the Admin Settings > Integrations:
HotSOS Username, Password, & URL: These must be obtained from Medallia Concierge's customer. The URL should not include the HTTP or HTTPS and should end in 'hot-sos.net', ex. ifc.na4.hot-sos.net
Checkin Message: Sent to guests when their status changed to 'CHECKED_IN'
Checkout Message: Sent to guests when their status changed from 'CHECKED_IN' to 'CHECKED_OUT'
Contact Sync Enabled: Setting this to YES enables zingle.me to fetch contact data from HotSOS.
Order Sync Enabled: Setting this to YES enables the message-forwarding features of the HotSOS integration. This can be set to YES and Contact Sync set to NO when using another integration to import contacts.
Unique Identifier for Contacts: Option to select how Medallia Concierge will match contacts received from HotSOS.
Option 1: PMS Profile ID to match the contact record. This is the default setting.
Option 2: Phone Number to match the contact record.
Please Note - If a customer does not have a phone number, they will not be created as a contact in Medallia Concierge.
Important Notes: If the reservation is created with an invalid room number or a room number that does not exist in HotSOS, the data may not be forwarded to Medallia Concierge. When checking if the check-in/out event occurred within the last 30 minutes, zingle.me checks the 'SortValue' sent by HotSOS, which is the time-stamp of the data update. The system does not go by the Arrival & Departure dates, as these typically vary from the actual check-in/out event by several hours. The HotSOS sync gives Medallia Concierge a single phone number from the PMS. There's no indication of whether the phone number is home or mobile. We assume it is mobile and attempt message delivery accordingly.