Creating a Concierge Flow – Chili Hub

Who can use this feature?

Available on All Products or Routing & Scheduling

Available to Admins or Workspace Managers

In this article, we will learn more about Concierge Routers and how to create and set up their components.

Use the Table of Contents below the video to facilitate your navigation, depending on whether you are a Salesforce or HubSpot user.

The video below was done in a Salesforce instance, but it can also be helpful to HubSpot users.

What is the Concierge Router? Get Started!
Trigger
Mapping Your Form
Routing Rules
Router's Default Nodes
Salesforce Nodes
HubSpot Nodes
Router Customization
Router Deployment

What is the Concierge Router? Get Started!

A Concierge Router is an online scheduler that can be integrated with your form or application or shared via a link. Once a prospect submits a form, the Concierge automatically qualifies them, routes them to the correct salesperson, and displays a calendar to instantly book a time — all in seconds.

To get started, navigate to the Concierge section on the left-hand menu, click Concierge Router, and then Create Concierge Flow:

You can also organize your Concierge Flows into folders from that list. Click Create folder at the top right, name it, and drag flows into it. Deleting a folder moves its flows back to All flows rather than deleting them.

💡 Pro-Tip

At any point, you can do command + F or control + F to find any specific data in your Router's Flow Builder. This should be useful to quickly find anything may need while creating or updating your Router.

Trigger

Trigger will always be your first node in a Concierge Router, and it indicates which action will make your router be triggered:

Webform: You can integrate Concierge with a marketing form, like a demo request form, and once the prospect fills it out, Chili Piper will qualify them based on your rules and show a calendar. You must also map your form using this option - check the "Mapping Your Form - Webform is submitted" section for more details.
In-app: You can embed Concierge inside your application, for example, under a "request a demo" button. Chili Piper will qualify the user who clicks the button based on your rules and show them the correct calendar.
Router Link: You can email prospects a direct link to your router. This router link is accompanied by a form for the prospect to submit the necessary information for proper qualification.

You can enable all three options and simultaneously use your router in various places.

Mapping Your Form - Webform is submitted

If you want to integrate the Concierge scheduler with your webform, enable the "Webform is submitted" option in the Trigger node and map your form.

Before covering the two options available (Automap or Manual mapping) for mapping, we will check a bit more about Data Fields.

Data Fields

Mapping your form field to Data Fields will allow you to qualify your prospects based on the form values they have entered in your form.

These fields are configured in the Command Center and are reusable in other Chili Piper products like Chat and ChiliCal. Data Fields can also be mapped to your CRM fields to ensure visitor data is always in sync with your CRM records.

You can read more about Data Fields here and about Rules here.

Automap

Starting with Automap, click "Find Form" and paste the website page link where your form is located. Then click "Find Form" in the modal. Once we have found your form, click "Map Fields," and we will work to map your form fields to Chili Piper Data Fields.

Manual Mapping

For Manual Mapping, click "Add Mapping", enter your form field name, and map it to a Data Field.

Under the mapping section, you can find instructions on how to find form field names in Safari or Google Chrome.

Routing Rule or Catch All

Next, you can set up rules to route your prospects to the right rep’s calendar. You can route based on CRM values and based on Data Fields.

We will cover the most important features associated with these Nodes, but we also recommend reading our dedicated article for Rules here if you want to explore them in more detail!

Rule vs Node Combination

When adding a new routing rule or a Catch All, you will notice that you have those options under the Node Combination and the Rule section.

The options within the Node Combination umbrella will add the node combination of Routing Rule or Catch All Node + "Display Calendar" Node + "Redirect To" Node to save you time adding commonly used nodes.

Coming to the Rule umbrella, Routing Rule or Catch All will add the individual node:

If you select a Routing Rule-related option, you can select an existing rule or create a new one in the right-hand menu.

While creating a new rule, you will be presented with two options: CRM Ownership or Without Ownership

CRM Ownership

If you choose CRM Ownership, you must select which CRM records you want to check for the owner and select a Team to route them. Click here for more details about creating a new Team or configuring an existing one.

The rule example below checks whether one of the reps from Team A owns the Lead, Contact, or Account object associated with the prospect.

For Lead-to-Account (L2A) Matching in Salesforce, we will use the existing settings defined in your workspace. Click here for more details.

Once you publish the rule, it will be added to the Routing Rule node.

Without Ownership

If you choose "Without Ownership", you can select CRM or Data Fields-based values to route on.

The example rule below checks whether the prospect exists in Salesforce as a Contact or a Lead and whether the company size on the record is 1-10 or 11-50.

While this example rule below checks whether the prospect exists as a Contact or is associated with a Company in HubSpot and whether the Company's employee range or Contact company size is 51-250

Routing on CRM Values

For this type of rule, you need to connect your CRM account first in the Command Center. Click here to check how.

If a CRM-related field is selected while building your rule, we will base it on the CRM mapping to look for any existing data and/or update the Object-related fields if you choose to.

Route on Form Fields (Data Fields)

If you have mapped your form fields to Chili Piper Data Fields, you can route prospects based on form values they submit by setting up a Data Field-related rule.

Select a new “Without Ownership” rule to create a Data Field-related rule, and ensure the rule is using Data Fields mapped in the Trigger.

Feel free to mix and match Data Field conditions with CRM object conditions!

Can I Disqualify Prospects Based on my Rules?

You can also set up a rule to disqualify prospects with personal email addresses.

In the example below, we set up a rule to disqualify prospects with gmail.com or yahoo.com domains based on the Email Data Field value.

After adding the routing rule, set up your disqualification condition. In the example below, we followed it up with a "Redirect To" node to navigate the customer back to the form. We could also have used a thank-you page to redirect them.

Catch All

Each router must end with a "Catch All" path to make sure you define the routing and acknowledge all inbound Leads.

The "Catch All" path defines what happens to the prospect who doesn’t match any rule. You can redirect them to a thank you page or allow them to schedule a call with someone (Display Calendar).

Router's Default Nodes

The Nodes below are available whether you are Salesforce or HubSpot user.

Display Calendar

When the prospect matches a rule, you will likely want to show them the appropriate calendar. The "Display Calendar" node can be added after a Routing Rule. You set up the calendar, meeting type, and additional settings here.

Show Availability

You can select which calendar you want to show here. You have three options:

Owner: If you set up an Ownership rule on the path, Chili Piper will automatically pull up the team from the rule and select Owner as an option. You can change it to a Round-Robin or an Individual user.

All Team Members or Individuals you have assigned on this path must have a Concierge license assigned to them. Otherwise, if any prospects match to an unlicensed user, they will not be able to book a meeting and route to the Not Scheduled path.

If you notice any in-app warnings, as the example below, state that one or more users are unlicensed, please manage user licenses in the Command Center.
Team or Team Member via Round Robin: You can route through your team members using a Round Robin distribution. Select this option and add a distribution: each distribution consists of a Team, Round Robin type (Strict or Flexible), and Team member's weights and credits. You can see more on Distributions here.
Individual user: You can also route all prospects who match the rule on this path to a fixed Individual user.

The Individual(s) you have assigned on this path must have a Concierge license assigned to them. Otherwise, if any prospects match to an unlicensed user, they will not be able to book a meeting and route to the Not Scheduled path.

If you notice any in-app warnings, as the example below, state that the user assigned to the Individual assignment unlicensed, please manage user licenses in the Command Center.

Meeting Type

Next, you can select the Meeting Type(s) that will be used to schedule a call with your rep. You have the ability to select multiple Meeting Types so that the prospect can select the one that suits their needs (e.g. Support Call vs Billing Question Call).

Once selected, after filling out the form, the prospect will be presented with multiple meeting types to choose from.

Meeting Types contain the invitation copy, reminders, meeting duration, location, and many more settings. Find out more about Meeting Types here.

Additional Invitee(s)

You might want always to invite extra resources to your meetings. For example, if you are an SDR, you can always invite a Solutions Engineer or a Sales Manager to this meeting. You can select them in the list if they are also Chili Piper users.

Chili Piper will not consider their availability while displaying the calendar unless you toggle the Required button, as we did above.

Time Elapsed

You can set a timer for how long Chili Piper should wait for the prospect to schedule a meeting.

Once this time expires, the meeting will be considered not scheduled, and you can notify your rep to follow up. You can select between seconds, minutes, and hours.

Redirect To

After adding a Display Calendar node, which is equivalent to showing the calendar to your prospect, you may want to determine what happens after they schedule or do not schedule a meeting.

A common scenario involves redirecting your customer to a thank you page or a landing page for additional information. The Redirect To node can be used to set this up.

This node also has a timer that allows you to set the length of time the booking confirmation screen should be shown before redirecting the prospect.

You can also add this node right after a Routing Rule or a Catch All node, which is great for disqualification use cases.

Assign To

If the prospect does not schedule the meeting, you can use the "Assign To" node to distribute this prospect among the reps assigned to a Team.

If you want to distribute disqualified prospects, this node can be added to the "Not Scheduled" path and disqualification routes.

Note that you should not use this node in Ownership paths. If you have any Assign To nodes in Ownership-related paths, this could prevent your Router from being published.

In the Assign To node, you will be prompted to add a record distribution to ensure the fair assignment of prospects among your team members. For more on distributions, see here.

Send Notification

If the prospect does not schedule a meeting, you can also notify the rep so that they can follow up with them and hopefully schedule a call.

This node can also be added in calendar-less/disqualification paths as well (Ownership and Non-Ownership), so reps can also be notified when a submission was disqualified and evaluate if any action needs to be taken.

Use the "Send Notification" node to set it up, which can be added to any "Not Scheduled" path. If you need to add multiple emails to be notified, you can use commas to separate them.

You have two options: Email and Slack if your Slack account is connected. Check here how to connect Slack for your org.

Salesforce Nodes

Create or Update Record

After the prospect submitted the form (after the Trigger in your Router's flow), has scheduled a meeting, failed to schedule one, or is disqualified, you can add a "Update or Create Record" node for Chili Piper to Create and/or Update the prospect in Salesforce.

Note this node must precede the Create Event, Update Field, Add to Campaign, and Update Ownership nodes, which will be covered in the next sections. If creating records is enabled, we must create it first, and only then can we perform other actions with it.

Update Matched Record

Chili Piper will first check if an existing Salesforce record exists. If it does, there is an option to update that existing record using any Data Fields captured in the playbook/form before.

If this setting is enabled, you can select:

Update matched Contact or Lead
Only update matched Lead

If this setting is disabled, we will not modify existing records.

Create Record

Within this setting, you can select:

Create Contact or Lead
Create Lead.
Always create Lead.

Create Event

On any meeting scheduled path, you can add the "Create Event" node to create an activity in Salesforce to track all scheduled events.

Related Object

All created Events will be related to the Contact or Lead by default. If we have found a contact, you can additionally relate the Event to an Account, Case, Opportunity, or Campaign.

💡 For Cases, we will relate with the most recently created Open one, and for Opportunities, we will relate with the one that has the nearest Close Date associated with the Account related to the Main Guest.

Delete Event

You can define if the Salesforce Event will be deleted if the meeting is canceled from the Dashboard or deleted from your calendar provider.

Create child Event

You can also set if a child Event should be created for each additional guest included. A Lead or Contact record must exist in Salesforce for each additional guest.

Update Field

You can set up Chili Piper to update a single field or multiple fields in Salesforce on Lead, Contact, Account, Opportunity, and/or Case objects using the Update Field node. This node can be added to Scheduled, Not Scheduled, or Disqualified paths.

For Cases, we will relate with the most recently created Open one, and for Opportunities, we will relate with the one that has the nearest Close Date associated with the Account related to the Main Guest.

The example in the screenshot shows an update on different fields across different objects.

Within the example below, we set the Contact Status field to be updated to Sales Qualified.

Add to Campaign

You can add the Lead or Contact routed through the Concierge router to a Campaign in Salesforce by setting up the "Add to Campaign" node. It can be added on any path.

In the example below, we associated our node with the "Chili's Special Campaign", and set the Campaign Member Status to be updated to "Booked"

Update Ownership

Set Chili Piper to update the owner of a record in Salesforce to the rep who got the meeting using the "Update Ownership" node. This node can be added to any path.

Within the example below, we set some ownership-related fields to be updated with the assignee's ID.