Zing Trigger List

• Intent Recognized

• Assignment Event Trigger

• Keyword is matched Trigger

• First Inbound Message Received Trigger

• Quore Work Order Status Updated Trigger

• Quore Service Request Status Updated Trigger

• HotSOS Issue Status Updated Trigger

• HotSOS Room Status Changed

• Tag Event Trigger

• Contact Field Event Trigger

• Contact Name Event Trigger

• Contact Segment Event Trigger

• Conversation Remains Open Trigger

• Conversation Not Responded to Trigger

• Scheduled Trigger

• Calendar Event Changes Trigger

• Calendar Event Scheduled Trigger

• Manual Trigger

• StayNTouch Event Received Trigger

• Olo Event Trigger

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:

1. 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.

2. 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.

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Assignment Event Trigger

Occurs when an assignment is changed or removed.

Instructions:

1. Select when to run this Zing based on various assignment options.

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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:

1. Select whether to run the automation immediately or delay for a period of time.

2. 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.

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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:

1. Select whether to run the automation immediately or delay for a period of time.

2. 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).

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Quore Work Order Status Updated Trigger

Occurs when a Quore Work Order has been updated.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Select which status will initiate the Zing: Closed, In Progress or Waiting.

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Quore Service Request Status Updated Trigger

Occurs when a Quore Service Request status has been updated.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Select which status will initiate the Zing: Closed, In Progress or Waiting.

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HotSOS Issue Status Updated Trigger

Occurs when a HotSOS issue status has been updated.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. 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.

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HotSOS Room Status Changed

Occurs when a HotSOS Room Status has been changed between one of these states: Dirty, Pickup, Clean or Inspected.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

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Tag Event Trigger

Occurs when a tag is added or removed from a Contact.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Then, select the tag and whether the trigger will be executed when it is applied or removed.

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Contact Field Event Trigger

Occurs when a contact field is first set, updated, or deleted.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Then, select the Contact Field and whether the trigger will be executed when it is first set, is changed, or is removed.

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Contact Name Event Trigger

Occurs when a contact name field is first set, updated, or deleted.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Then, select the Contact Name Field and whether the trigger will be executed when it is first set, is changed, or is removed.

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Contact Segment Event Trigger

Occurs when a contact enters or leaves a segment.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

2. Then, select the specific Segment and whether the trigger get executed when a contact enters or exists the Segment.

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Conversation Remains Open Trigger

Occurs when a message remains in an "Open" state for a specific amount of time.​

Instructions:

1. Select the time threshold for the trigger execution.

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Conversation Not Responded to Trigger

Occurs when an inbound message goes unresponded to (no outbound message) for the duration that you set.​

Instructions:

1. Select the time threshold for the trigger execution.

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Scheduled Trigger

Occurs at predefined intervals (daily, weekly or monthly) for a specific time.

Instructions:

1. Select the time the trigger will execute and the Segment the trigger will execute against.

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Calendar Event Changes Trigger

Occurs when a calendar event is created, updated, or deleted.

Instructions:

1. Select the type of event for which this trigger will run.

2. Select the event that will fire this trigger.

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Calendar Event Scheduled Trigger

Occurs at a defined time relative to an upcoming calendar event.

Instructions:

1. Select the type of event for which this trigger will run.

2. Enter the relative time this trigger will fire.

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Manual Trigger

1. 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.

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StayNTouch Event Received Trigger

Occurs when an event from StayNTouch is received.

Instructions:

1. Select whether to run the automation immediately or delay for a period of time.

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Olo Event Trigger

Occurs when an event from Olo is received.​

Instructions:

1. Select an Olo event that will trigger the Zing.

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What's next?

Check out how to create an Action.