This is an overview of the types of Triggers and how to configure them. A Trigger defines when a Zing runs. Below are all supported Triggers and how to set them up.
Zing Trigger List
Intent Recognized
Occurs when intent is recognized for an inbound message using Medallia Concierge's Artificial Intelligence (AI) engine. Medallia Concierge currently has 21 hospitality-related intents that can be identified and trigger subsequent actions. Many Medallia Concierge customers currently use "keywords" to recognize intent; however, using this trigger will be more accurate because it uses AI and NLP (natural language processing).
Instructions:
Select a "confidence level". The Medallia Concierge AI model is built to err on the side of caution and is conservative by design; however, we understand our customers may want some control over the confidence thresholds.
Select an intent. As of the time of publishing, Medallia Concierge supports the following intents:
Broken - Reporting something is broken
Bugs - Reporting of bugs
Checkin - Requesting checkin time info
Checkin - Requesting early checkin
Checkout - Requesting checkout time info
Checkout - Requesting late checkout
Cleaning - Request room clean
Cleaning - Requesting cleaning schedule
Extension - Requesting stay extension
Gym - Requesting gym info
Info - Requesting hotel info
Lost - Reporting of lost item
Luggage - Requesting hold luggage
Parking - Requesting parking info
Plumbing - Reporting of plumbing issue
Room - Requesting item to room
Room - Room ready request
Taxi - Requesting a taxi
Thank you - Guest saying thank you
Wakeup Call - Requesting a wakeup call
Wifi - Requesting wifi access
3. Select to automatically run the Zing when the intent is recognized, or choose to "suggest" the Zing. Suggesting a Zing will automatically pop up a dialog box above the reply input (in the Inbox), giving the Medallia Concierge user the option to run.
Assignment Event Trigger
Occurs when an assignment is changed or removed.
Instructions:
Select when to run this Zing based on various assignment options.
Keyword is matched Trigger
Occurs when a message is received that matches a keyword that you define. Typically used to automatically respond to common requests.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select the operator and text. The operator defines how the keyword must be matched from a message. The text must contain only 1 string to be evaluated, it cannot contain multiple strings. Text comparison is not case-sensitive. If you want to handle multiple variations of a key word, simply create a separate trigger for each variation.
First Inbound Message Received Trigger
Occurs when the first inbound message is received for a Contact. It runs the automation immediately, or after a delay, when the first message is received from a new, unknown or existing contact.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select whether the automation will run when a first message is received from: A new or unknown contact; An existing or known contact; or Any contact (new and existing).
Quore Work Order Status Updated Trigger
Occurs when a Quore Work Order has been updated.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Select which status will initiate the Zing: Closed, In Progress or Waiting.
Quore Service Request Status Updated Trigger
Occurs when a Quore Service Request status has been updated.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Select which status will initiate the Zing: Closed, In Progress or Waiting.
HotSOS Issue Status Updated Trigger
Occurs when a HotSOS issue status has been updated.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select which HotSOS issue status update will trigger the automation. This trigger should only be used when you have a HotSOS integration set up in your Medallia Concierge service.
HotSOS Room Status Changed
Occurs when a HotSOS Room Status has been changed between one of these states: Dirty, Pickup, Clean or Inspected.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Tag Event Trigger
Occurs when a tag is added or removed from a Contact.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select the tag and whether the trigger will be executed when it is applied or removed.
Contact Field Event Trigger
Occurs when a contact field is first set, updated, or deleted.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select the Contact Field and whether the trigger will be executed when it is first set, is changed, or is removed.
Contact Name Event Trigger
Occurs when a contact name field is first set, updated, or deleted.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select the Contact Name Field and whether the trigger will be executed when it is first set, is changed, or is removed.
Contact Segment Event Trigger
Occurs when a contact enters or leaves a segment.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Then, select the specific Segment and whether the trigger get executed when a contact enters or exists the Segment.
Conversation Remains Open Trigger
Occurs when a message remains in an "Open" state for a specific amount of time.
Instructions:
Select the time threshold for the trigger execution.
Conversation Not Responded to Trigger
Occurs when an inbound message goes unresponded to (no outbound message) for the duration that you set.
Instructions:
Select the time threshold for the trigger execution.
Scheduled Trigger
Occurs at predefined intervals (daily, weekly or monthly) for a specific time.
Instructions:
Select the time the trigger will execute and the Segment the trigger will execute against.
Calendar Event Changes Trigger
Occurs when a calendar event is created, updated, or deleted.
Instructions:
Select the type of event for which this trigger will run.
Select the event that will fire this trigger.
Calendar Event Scheduled Trigger
Occurs at a defined time relative to an upcoming calendar event.
Instructions:
Select the type of event for which this trigger will run.
Enter the relative time this trigger will fire.
Manual Trigger
This Zing will be run manually instead of being triggered by an event. Zings with manual triggers can be manually executed from within the Inbox reply interface.
StayNTouch Event Received Trigger
Occurs when an event from StayNTouch is received.
Instructions:
Select whether to run the automation immediately or delay for a period of time.
Olo Event Trigger
Occurs when an event from Olo is received.
Instructions:
Select an Olo event that will trigger the Zing.
What's next?
Check out how to create an Action