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

1. In Concierge, navigate to Admin Settings

2. Select Integrations

3. 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

1. Enter all required fields

2. Click Save Configuration

When successfully connected, the integration status will display Connected.

Disabling the Integration

To stop sending messages to Ada:

1. Open the Ada integration

2. 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