Welcome to Chili Piper!
Getting your account set up is super easy, and we will walk through it together in this doc. Once your admin has set up your organization, you will need to login through this link to activate your account:
You will be redirected to MyApp/ChiliCal's Home Page, where you can create and manage your booking links, Chat conversations, availability, and integration connections.
1 - Connect your Calendar
Navigate to "Integrations" in MyApp, or follow this link
If your calendar is connected from the login step shared above, you can skip to the next step. Otherwise, you will need to connect your calendar first.
2 - Update your Personal Settings
On the bottom left-hand corner of the screen, click your name and navigate to "Personal Settings".
On this page, you will be able to edit/confirm your name and other details:
3 - Check your Availability Status
Also, in the bottom left corner of the page, you will notice an availability status with two modes: Available or Away.
This needs to be configured manually at the start and end of your days. When you are online and ready to receive Chat conversations, toggle to the “Available” position, and a green dot will appear next to your name. Toggle to the “Away” position when you are away, and a red dot will appear next to your name.
Just so you know, the Availability Status does not impact your availability for meetings, only Chat conversations.
When you are in away mode, you will notice a banner in your Inbox that reminds you and allows you to switch to active mode by clicking the "Switch to Active" button.
This is important as at least one person is required to be available for a visitor to get routed within Chat:
4 - Update your Profile Picture
If you will be one of the reps assigned to live chat with prospects, your name, and profile will appear to them in the conversation header so prospects will know they are talking to a real person:
You may want to navigate to your Personal Details in MyApp and upload your picture there.
5 - Prepare to Receive Chat Notifications
Slack notifications for new Chat conversations will come through the channel configured by your admin. The notification will always come from @chilinbot and include a link to the conversation. Another tip is to keep your computer speakers unmuted to hear the pop notification sound when new messages come in!
6 - Get Familiar with your Inbox
Inbox is where you will be able to receive new conversations from visitors and respond to them:
Reply Count-Down
When you are first assigned a Chat, you have a certain amount of time (set by your admin) that you need to respond to the chat before it can be assigned to someone else. You will see this count down on the button of the screen and on the left panel.
Left-Hand Side Panel
This lists all conversations where visitors have been routed for live chat. At the bottom, you will notice two tabs called "Mine" and "All"; any conversation routed directly to you or to a Team you are part of will be visible in both tabs. If a conversation is not routed to you, it will only be visible in the “All” tab.
When you finish a conversation, close it to remove it from the default list view. You can view closed conversations at any point by switching the filter at the top.
Middle Panel
This is where you can talk to visitors, schedule meetings, and reassign conversations to yourself or another team member. When a conversation is reassigned to you or another team member, a Slack notification will automatically be sent via @chilinbot.
You can see who a conversation is assigned to and reassign the conversation using the Assignation feature at the top:
To reassign a conversation, you must have a Chat license assigned to your user. Click the colleague's name you would like to reassign the conversation.
We will separate them in the Online and Offline sections so you can see who's currently available to have the conversation reassigned at the moment:
You can also use the "Assign to me" button to reassign a conversation to yourself:
When a conversation is reassigned, the new owner will receive a Slack notification from @chilinbot:
It’s recommended that you Star this channel for visibility so notifications do not get lost.
Right-Hand Side Panel
This is where you can see the Data Fields information captured from the visitor. These responses are what the visitor provided through the Journey before being routed for live chat. On hover, you can see the date/time the information was last updated.
This data will continuously sync to Salesforce every 15 minutes. However, if you need to force a sync sooner, click the Sync Now button. Note this button will only be available once new information is available to sync. If disabled, you can hover to know when it was the last time the data was synced:
The Salesforce quick links (Account, Lead, Contact) use the visitor’s email to update a link to the matching record if one is found.
If the visitor’s email is missing, click the Email field to add it to update the quick links.
Coming to the Activity section, it will show you information about the visitor’s behavior on the site, grouped by the webpages they have visited. Hover over the page name or click on it to see the page:
7 - Use Handoff to book meetings via Chat
If your company also uses Handoff, you can combine Handoff and Chat to facilitate your booking process even more.
Curious about how this works? Check this article for more details!
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