Welcome to Chat and Web Experiences - Glossary and First Steps

Chili Piper Web Experiences engage your website visitors 24/7, qualify them, and turn conversations into pipeline. With Chat AI, an AI assistant answers visitor questions from your own content and books meetings with the right rep. Live chat reps can step in whenever a conversation needs a human touch.

This article takes you from your first steps in the Inbox to building, deploying, and measuring Web Experiences on your website.

Chat AI engages visitors, answers their questions, and books meetings around the clock. Jump to Chat AI to learn how to bring it into your Chat Flows.

Table of Contents

• First Steps and Getting Used to Your Inbox
• Integrations
• Setting Web Experiences Assets
• Creating and Deploying Your First Web Experience Flow
• Chat AI
• Track and Measure Your Results
• Guest Sessions
• Using Handoff to Book Meetings

First Steps and Getting Used to Your Inbox

Whether you are an Admin or a Sales Rep talking to prospects through Chat, start with the setup guide for your role. It also covers how to use your Inbox:

• Sales Rep Setup Guide for Chat
• Admin Inbox Setup Guide for Chat (Admins only).

Integrations

This section is dedicated to Admins.

Chat integrates with your CRM, marketing automation, and team tools, so visitor data and notifications reach the right place:

• How do I configure the Salesforce integration in Chat?
• How do I configure the HubSpot integration in Chat?
• How do I configure the Marketo integration in Chat?
• Configuring Slack notifications in Chat.

Setting Web Experiences Assets

It is time to set up, customize, and deploy Chat on your website. This section and its subsections are dedicated to Admins.

Data Fields

Data Fields are reusable properties used across the Chili Piper Demand Conversion Platform. They capture visitor data against a data type and sync it to mapped CRM fields.

Learn more in Setting up Data Fields.

Rules

Routing rules send your prospects to the right Teams across your Chili Piper products and assets.

Learn more in Rules in Chili Piper.

Matching Algorithms

The Matching options in your Workspace Assets support more detailed use cases in Chat:

• Lead-to-Account (L2A) matching: enable or disable whether Chat uses Chili Piper's algorithm to match Leads to Accounts. Enabling L2A is optional. Learn more in Lead-to-Account (L2A) Matching;
• Custom Matching: match two objects that have a one-to-many relationship, which supports more record assignment use cases. Learn more in Custom Matching in Chili Piper;
• Match to Opportunity and Case: route a Lead or Contact directly to the owner of an existing Opportunity or Case. Learn more in Matching Leads and Contacts to Opportunities and Cases.

Creating and Deploying Your First Web Experience Flow

A Web Experience Flow is the automated experience visitors interact with on your website. Its goal is to qualify them and lead them to a conversion, such as sharing their email address, starting a live chat, or booking a meeting with a rep.

Go to Flows → Web Experience, create a Flow, and choose its type:

• Chat: a chat conversation for qualification and live chat. See How do I create a Chat Journey?
• Scheduling: a calendar where high-intent visitors book a meeting on the spot. See Creating a Scheduling Flow
• Offer: a card that offers content, such as a report or an ebook, in exchange for an email. See Creating an Offer Flow;
• Announcement: a banner across the top of your website for launches, events, or campaigns. See Creating an Announcement Flow.

Learn more in Creating a Web Experience Flow. To pass visitor information from your page into the widget, see Web Experiences Snippet and JS API.

Once your Chat Flow is in place, you can extend it with:

• Chat Widget Office Hours: control when live chat is available;
• Live Chat Round Robin – Reroute if No Response: reroute a conversation when a rep does not respond;
• Spam Checker: stop spam before it reaches your reps;
• Enrichment: fill in visitor data from an enrichment provider;
• Account Identification for Web Visitors: identify the company behind anonymous visitors with providers such as 6sense, Bombora or Leadfeeder;
• Multi-Language Chat: talk to visitors in their own language;
• Trigger Email Outreach Post Chat: follow up by email after the conversation.

Customizing and Deploying Chat

Customize Chat to match your branding, then deploy it on your website.

Learn more in Customizing and Deploying Chat – Bot Settings.

Scaling your Chat Flow

Developer Mode lets you view and save your Chat Flow as an HTML file. You can keep it as a backup or use it to create a new Flow.

Learn more in Scaling your Chat Journey.

Chat AI

Chat AI is your always-on website assistant. It engages visitors, answers their questions, and books meetings without manual scripts. It can run on its own, or alongside your live chat reps and hand complex or high-value conversations to them in real time.

Set it up under Chili Agents in your workspace:

• Knowledge Base: upload documents and add website URLs so Chat AI answers accurately;
• Personality: set its name, icon and tone of voice;
• Guidance: give it the instructions it follows in every conversation, including what it can and cannot say;
• Strategy: define the visitor intents to watch for and the action each one triggers;
• Testing: test responses and refine them before going live.

Then add the Chat AI node to your Chat Flow. Place it at the start to engage every visitor, or only on the paths where you want it to step in.

Learn more in:

• Setting Up Chat AI;
• Enable Chat AI in Journeys;
• Chat AI – Frequently Asked Questions.

Track and Measure your Results

This section is dedicated to Admins.

Track where your conversions come from and how your Flows perform:

• Tracking UTM Parameters via Chat: track campaign performance and the sources that bring visitors to book;
• Setting up Smart Parameters for Chat: pass any Data Field value from your Chat URL into your CRM;
• Chat Analytics: review Flow and live chat performance and rep response times;
• Web Logs: view each visitor's experience in a Flow and troubleshoot errors.

Guest Sessions

This section is mostly for Admins, but it also helps other users understand how Chat captures Guest Sessions.

Guest Sessions make sure each visitor is targeted with the right Flow and can restart a conversation when needed. Use session history, site count, and returning-visitor properties in the Trigger node to personalize targeting.

Learn more in Guest Sessions in Chat.

Using Handoff to Book Meetings

Handoff automates scheduling and lead routing from prospecting to sales to implementation. If your team also uses Handoff, you can book meetings with it directly from your Chat Inbox.

Learn more in Accessing Handoff from your Chat Inbox.