Set-Up Checklist

1. Clone Your Webpage and Form
2. Login and Connect Your CRM
3. Activate Your Users
4. Create a Workspace
5. Invite Users to a Workspace
6. Create a Meeting Type
7. Customize a Meeting Type
8. Create Queues
9. Map Your Form
10. ​Create an Inbound Router
11. Add Embed Snippet to Your Form
12. Check Your Work

 

Clone Your Webpage and Form

Create a test landing page and form. We recommend cloning an exact copy of the form and webpage that you plan to deploy Chili Piper on that you can use for set-up and testing.

Login and Connect Your CRM

Click Here to log in with your CRM.

Note: It is recommended you (the sync user) have a CRM Admin profile. This is for CRM integration and does not integrate with your form.

Select Allow.

After you sign in with Salesforce or HubSpot, you will be prompted to sign in via Google Calendar or O365. Make the appropriate selection to verify your Chili Piper subdomain.

If you've already logged in and are not sure if your CRM is connected, head to your Global Integrations tab in your Admin Settings and select Connect.

Activate Your Users

When you sign up for Chili Piper you purchase a set number of user licenses.

Assign user licenses on the Active Users page (Admin Center > User Management).

Users will not be automatically invited to log in. However, this is important to do now so you can add them to Queues later.

Create a Workspace

1. Use the options menu in the upper-left-hand corner to navigate to the Admin Center
2. On the Meetings tile, select Manage
3. Select Create a workspace in the top-right

You can create multiple Workspaces to fit your needs.

Invite Users to a Workspace

Super Admins can invite new users to workspaces and select their roles. This will define which license type they have. 

1. Navigate to the Active Users page: Admin Center> User Management
2. Select Invite Users in the top-right
3. Enter the new user's name or email. You can only search by name if the user is already in your CRM.
4. Select Add New User

Create a Meeting Type

A Default Meeting Type will already be created for you. You can use the Default Meeting Type to get started or you can customize and add additional meeting types using the steps below.

Meeting Types are unique to each Workspace.

You can tell which Workspace you're in by looking in the upper-left-hand corner.

1. Select Meeting Types under the Assets section of the left-hand navigation menu.
2. Select Create meeting type in the upper-right-hand corner.
3. Enter the Meeting Type Name and Meeting Duration and select Create.

Customize a Meeting Type

Each Meeting Type has several customization options that are available once you create it.

If you'd like to skip this step and come back to it later, go ahead and jump to How to Use Queues.

General

You can find the Meeting Type Name, Meeting Duration, Booking Link, and Description here.

Calendar Invite

This is where you can customize the calendar invitation that the prospect and you will have placed on your calendar. Dynamic tags can be used to automatically display information in the Meeting Title or the Meeting Description.

To view and insert a dynamic tag, click the {!} Insert Dynamic Tag option at the bottom of the Meeting Description area.

You can also select the Meeting Location by selecting your provider in the drop-down menu.

Below are some helpful things to keep in mind when using dynamic tags:

• Assignee = You unless you are booking a meeting on behalf of your teammate

• Booker = You unless someone else is booking a meeting for you

• Prospect = The external guest you're booking with

• {!CP.Conference.Details} = This is your Zoom/conference link you gave us when signing up or you added under your Personal Details

• {!Assignee.Zoom} = This will generate a unique zoom link for each meeting using your integration with Zoom. This is the same for the other conference integrations like GoToMeetings and Webex.

• {!Meeting.RescheduleURL} = Extremely helpful to allow someone to reschedule the meeting on their own preventing any back and forth and minimizing no-shows
  
  

Guest Form

Here you can determine if you'd like prospects to fill out a form before they book a meeting even if they were sent a one-click booking link. 

Reminders

Simplify the work tied to your meetings with automated texts and emails.

1. Select Add Reminder.
2. Select Create a new reminder. You'll be taken to a new page.
3. Choose a Template or Start from scratch.
4. Complete the Reminder Name and select Create.
5. In the Associated Meeting Types section, select Add Meeting type and check the box for the Meeting Types you'd like to apply this reminder to.
6. Choose which Channel the reminder will be sent through.
7. Fill out the Message Subject and Body. Use dynamic tags as needed.
8. Use Triggers & Rules to select when the reminder should be sent. We see a lot of success when adding a 10-minute reminder. 
9. Select Save & Close.

Your changes will be saved and you'll be taken back to complete the customization of your Meeting Type. You can now select Add Reminder and select one from the drop-down menu. When you're ready to move on, select Done.

Meeting Buffers

Add Meeting Buffers to block off your calendar before or after a meeting when it's scheduled. This is often used to guarantee you have enough time to prepare for your next meeting or review action items from a previous meeting.

Select a time from the drop-down menus for Before Meeting and After Meeting to apply a buffer.

You can also determine if these meeting buffers should be applicable to meetings booked with Instant Booker. If you do not have Instant Booker, you can disregard this setting.

Schedule

The settings available here are applied to all end-users who use this Meeting Type. 

You can opt to utilize the default settings or adjust them to your organizational needs.

When you are done customizing your Meeting Type you can select the back arrow at the top left.

 

Create Queues

Most teams want to route leads to multiple salespeople based on varying criteria such as geographical location and company size.

For example, leads from North America from company sizes 10-1,000 should go to Elyssa and Lisa but EMEA 5,001-10,000 should go to Sandra and Marcus. In that case, you would create two queues under these specifications.

You would then want to create a "catchall" queue that catches all prospects that do not match any criteria so you can route and respond to them appropriately.  

A queue is a group of potential assignees based on specific rules you set up.

An Assignee is the end-user to whom the meeting is booked for.

A Booker is the end-user who books the meeting.

 

Queue Types

1. Round Robin (most common)
   Within a "Round Robin" queue, you can set up rules based on regions/territories using CRM fields.
2. Prioritize routing based on ownership
   If an account/lead already has an owner, you can prioritize the meeting assignment to that owner.
3. Group Meetings
   Invite multiple users to the same meeting automatically.

 

Create a Queue

1. Navigate to a Workspace
2. Select Meeting Queues under the Assets section on the left-hand navigation menu
3. Name your queue
4. Select the Algorithm (Queue Type)
5. Open the Online Booking Link URL tab to select your link settings
6. Open the Meeting Settings tab to select the meeting ownership and template settings
7. Add Rules to your Queue (elaborated below)
8. Search users by name under the All users section to add Active assignees.
9. Select Save queue in the upper-right-hand corner.

 

Adding Queue Rules

Rules allow you to specify the criteria a prospect will need to match before booking a meeting into a queue. 

Rules have several components:

Object - The Salesforce/HubSpot object being evaluated for the rule. Our object list includes:

• Related Account
• Related Lead
• Related Contact
• Related Opportunity Owner
• Related Case
• Account Owner
• Lead Owner
• Contact Owner
• Opportunity Owner
• Case Owner
• [Booked by] User
• Custom Objects

Note: Chili Piper defaults to routing both Net New (non-existing) and existing Leads using the Related Lead Object. The default routing behavior first checks for an existing email match in Salesforce/HubSpot before scanning the Queues. If we detect an existing record (Lead or Contact), we will route it according to the rules of that Object.

Field - The Salesforce/HubSpot Field being evaluated for the Rule. All Standard and Custom fields visible to your sync user will appear in this dropdown.

Operator - You can choose from the following list:

• = Equals, looks for an exact match and will evaluate each comma-separated value separately
• != Not Equal to, looks for an exact match and will evaluate each comma-separated value separately
• Equal/Not Equal Looks for an exact match to the entire string in Value and will not separate values by comma
• < Less than
• > Greater than
• <= Less than or equal to
• >= Greater than or equal to
• contains/not contains Looks for the full string in Value, cannot be used with commas
• startsWith Looks for the full string in Value from start to end, commonly used for numbers that contain commas, such as "5,000"
• startsWith(csv) Same behavior as startsWith for comma-separated lists
• != null Not equal to [blank]
• = null Equal to [blank]
• contains AnyOf Contains operator that allows for comma-separated values
• containsNoneOf Not Contains operator that allows for comma-separated values (i.e., email not contains gmail.com, yahoo.com, aol.com)

Value - The API name of the Value to match to from your form field and/or your Salesforce field.

Logic - Uses AND/OR logic to determine how your rules should be read. Parentheses can be used here to group rules.

Read more about queues and how to use them.

Repeat until you've created queues to match your distribution rules + a catchall queue.

 

Map Your Form

Map the fields from your CRM and Forms to Chili Piper. You'll want to repeat this process if you have different forms with different fields. You don't need to do this if you have one form used in multiple places.

We will cover how to map your form to Chili Piper in two ways:

1. Map to field API names
2. Map your form using Lead Object structure

The first method is most commonly used with the javascript snippet found in your Router settings.

The second method may be required if using our Javascript API. 

 

Map to Field API Names

Access your form field API names:

1. Navigate to the page on your website where the form is installed
2. Right Click and Inspect on the form field you would like to map
3. Look for name= in the code (Ctrl + F)
4. The field API name is the full string in quotes following name=

In the example below, the form field name for the Phone Number field is phone.

You will need to find the API names for First Name, Last Name, and Email, as these are all required fields.

Any additional fields you choose to map are only necessary if used in your Queue rules or if you have Lead/Contact creation ON in your Router settings.

 

Create a Chili Piper Form and Map it to Your CRM fields

In your Workspace, navigate to Forms from the left-hand navigation menu and select + Add New Form

1. Create a "mirror" of your web form fields
2. Map to the Lead and/or Contact field
3. Place the API field name from Step 1 underForm field name

Note: Form field name must match the form code exactly. This field is case-sensitive. The CRM fields you select in your form must also match the fields used in your Queue rules.

Let's do an example,here is a test form that we want to map. By using inspect element, we find:

Our form mapping will look like this:

Note: the form mapping includes other fields such as Label, Error message, and Required/Hidden on the right-hand side. These fields can be used for forms used with booking links but are not relevant for your Concierge setup.

If you are using Salesforce, you will see both Lead / Contact objects listed here. With HubSpot CRM, only the Contact will be available. 

 

Add your form to your Router

After you have mapped your website form to your form in Chili Piper, make sure you add it to the Router:

Now you are ready to test your Router!

If you notice submissions are coming through Reports with [not provided] as shown below, this is usually an indication that one or more of the fields in your form mapping is off and needs to be updated:

 

​Create an Inbound Router

1. Navigate to the workspace you'd like to create an inbound router for. When you are in a workspace, the workspace name will appear in the upper-left-hand corner.
2. Select Inbound Router under the Concierge heading on the left-hand navigation menu.
3. Select the blue + ADD NEW INBOUND CONCIERGE option.
4. Name your router. This can only be done once and cannot be changed once embedded.
5. Turn on Router by clicking the router toggle on. When it's turned on, the toggle will show green.
6. Select your Form Mapping from the drop-down menu (review form mapping here).
7. Configure your Concierge Settings.
8. Select the Queues you'd like to distribute meetings to that are booked through the form under Concierge Settings.
9. When you've completed your customizations, select the blue Create button at the bottom of the page.

Add Embed Snippet to Your Form

1. Navigate to the appropriate workspace and select the Inbound Router option under the Concierge heading on the left-hand navigation menu.
2. Select the router that you'd like to embed to open the router settings.
3. Under Concierge Settings open the Embed for your form. Javascript for your Inbound Concierge option.
4. Select the blue Copy Code button and add this code snippet below your form code or in the footer of the webpage.

Check Your Work

1. Navigate to the webpage where you embedded the code snippet.
2. Right-click and select View Page Source.
3. Search the page (Cmd/Ctrl + F) for <script src="https://js.chilipiper.com/marketing.js" type="text/javascript"></script>
4. Your embed will reveal itself when this search is performed.

You've Completed Form Concierge Set-Up!

To continue leveraging the power of Form Concierge, complete the additional steps below:

Edit your CRM Actions

Set up HubSpot CRM Actions

Set up Salesforce Actions

Review your Workspace Settings

Enable Vacation Calibration 

Add Your Branding

Customize the Look and Feel of Chili Piper with CSS

Train Your Users

Form Concierge User Guide