Concierge is an online scheduler that easily integrates with any existing web form.
Once a prospect submits a form, Concierge automatically qualifies the lead, routes it to the correct salesperson, and displays a simple self-scheduler for them to instantly book a time—all in seconds.
Your company will convert twice as many inbound demo requests into held meetings when they schedule leads when their intent is highest. That means double the amount of pipeline generated from your existing web traffic.
This means more meetings booked and deals closed for you! You just have to sit back and watch the meetings book up on your calendar.
Within this article, we will quickly cover each Concierge setting and point out relevant articles to facilitate your setup within the tool. Enjoy!
Table of Contents
- Establish your Company-Wise Integrations
- Establish your Personal Integrations (Admins & Non-Admins)
- Set up your Data Fields
- Get Used to Concierge Notifications
Establish your Company-Wise Integrations (Admins)
Before covering each Concierge asset, it's important to ensure some integrations are established from an Admin-level so you can take all the benefits this amazing product can provide to you and your company!
The required connections for end-users (non-Admins included) will be covered in the next section.
Calendar
The calendar connection is necessary to ensure we can collect your reps' availabilities and display prospects with accurate times to book a meeting.
For Admins, in the Admin Center, navigate to the "Integrations" tab and hit "Connect" there in the calendar-related box.
End-users must also connect their calendars in ChiliCal's Home Page here.
You will see the "Connected" flag if the connection is established in both places.
CRM
Connecting CRM is important to ensure the Nodes in your Concierge Router with CRM-related actions and your Rules work properly.
If you are an Admin, go to the Admin Center, click the Integrations tab, and click Connect within the applicable CRM box. You will see the "Connected" flag if the connection is established.
If you need to reconnect or connect with a different account, click the "Reconnect" button and proceed from there.
Slack
Connecting Slack is important to ensure reps are properly notified about distributed records or booked meetings if you use any related Nodes in your Concierge Router.
Similar to the process mentioned above for CRM, if you are an Admin, in the Admin Center, navigate to the "Integrations" tab and hit "Connect" in the Slack box. If the connection is established, you will see the "Connected" flag.
Click here for more details about our Slack integration, such as the required permission scope.
Gong
Gong is a popular video intelligence platform that allows customers to record their video meetings. With Chili Piper's Gong integration, you can enable customers to select a Gong consent link as the location for a Meeting.
The core benefit to this integration is that it allows Chili Piper customers requiring recording consent due to GDPR compliance to book video meetings without having to coordinate consent separately.
Click here for more details about our Slack integration
Twilio
Connect Twilio to decrease no-shows and increase meeting completion rates with Chili Piper's SMS Reminders feature!
Click here for more details about our Twilio integration.
Establish your Personal Integrations
Establishing your integrations is an important piece of your Concierge setup to ensure you will benefit from the tool the most.
Over there, you will be able to connect your personal calendar and Zoom integrations, which
The calendar connection is a key piece because it's from there that Chili Piper will collect your availability to be displayed to your prospects, ensuring busy slots will not be double-booked, for example.
Integrating Zoom ensures that your Zoom-related links will be populated in your Meeting Types if you set Zoom on their location, for example.
Such connections are established on MyApp's Integrations page, but you can also check this article for more details.
Configure your Working Hours and Availability Schedules
Correctly setting your working hours ensures you will receive meetings only when you are supposed to, so this is a must. Working hours are part of Chili Piper's Availability Schedule feature, which streamlines the booking process by allowing users to create custom schedules for certain scenarios.
This ensures that the right times are available for the right meetings, improving efficiency and organization. By tailoring availability, users can better manage their calendars and provide a seamless scheduling experience for prospects.
More details can be found here.
Set up your Data Fields
This section is for Admins, as end-users cannot access the Data Fields setup.
Data Fields are reusable properties used throughout the Chili Piper Fire platform. They allow you to capture visitor data against a data type structure and sync it to mapped CRM fields.
Click here to learn more about setting up Data Fields for your org. This should be available for Admin setup only.
Concierge Assets & Setup
This section and all its sub-sections (1 to 8) are for Admins. Here, we will cover Concierge's assets and the order we recommend setting up each. Some assets depend on others, so following the below order should ensure a nice and easy setup:
1 - Create a Workspace
You can skip this step if you have already created an existing workspace.
Workspaces are typically used to separate teams (Sales, Marketing, Support) and timezones (EMEA, AMER, APAC), for example. Workspaces hold the products and settings a team is using, and you can have multiple teams within a workspace; it just depends on your organizational preferences.
To create a workspace, navigate to Workspaces on the left-side menu:
Click the "Create a workspace" button on the top left and specify its details such as its name and an emoji to facilitate the search if you would like to:
2 - Create your Teams
A Team is a group of users who are part of a similar team within your company and a shared distribution group (Round-Robin, Ownership, or Catch-all). Consider these as "assignees" to whom the prospect will be assigned in your CRM.
For example, Account Executives can be on one Team, Sales Representatives in another, Customer Success in another, and so on. You can create as many Teams as you need.
Click here if you'd like to see more details and a high-level step-by-step about Teams.
We also recommend checking our documentation about Fairness & Weighting here and how Concierge handles vacation and related adjustments here.
These settings are also important to better understand certain behaviors and ensure your distribution happens as expected.
3 - Create your Distributions
Chili Piper offers a powerful way to effectively manage and distribute various types of records among your team members. With Round Robin Distributions, you can evenly distribute meetings, conversations, and record assignments. This ensures fairness and maximizes efficiency.
Follow this guide to start creating yours!
4 - Create your Rules
A Rule is a group of conditions evaluated to determine which Team an object should be assigned to.
Rules may have the following algorithms:
- CRM Ownership: Ownership Rules are configured to route an existing record to the owner in your CRM if one exists, given the Team pairing.
For Salesforce, you can use Lead, Contact, Account, and/or Opportunity objects to set Ownership rules, while for Hubspot, you can use Contact, Company, Deal, and Ticket objects to set Ownership rules. - Without Ownership: Without Ownership rules will also let you build rules based on your CRM and Data fields and the available operators (AND/OR). The main difference is that we'll not perform the Team association, as noticed above, within the Ownership rules and their respective objects. For example, you can route based on region, company size, ARR, and many other CRM fields and use cases.
Click here if you'd like to see more details and high-level step-by-step instructions for Rules in Concierge.
5 - Setup your Matching Algorithms
Chili Piper has some Matching options in your Workspace Assets to help you build even more detailed use cases with Concierge!
-
Lead-To-Account (L2A) matching: It can be disabled or enabled to define if Distro should use our algorithm to match Leads to Accounts. Note that enabling the L2A for your org is optional. Since this setting has some details to be aware of, we recommend checking this article
- Custom Matching: We also have the capability to create a Custom Matching between two objects anytime there’s a one-to-many relationship between these two objects, giving you even more flexibility to work on more use cases for record assignment. Learn more about it here.
6 - Create your Concierge Router
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 book a time — all in seconds instantly.
Click here to check a detailed step-by-step on how to create your Concierge Router and all its assets.
6.1 - Map your Webform
Mapping your webform during the Router creation is an important step to ensure the prospect's data is properly captured, used to correctly route, and later updated in your CRM, depending on your setup.
More details about the form mapping are available here!
6.2 - Deploy your Concierge Router
After creating the Concierge Router, you will likely want to see it in action, right?
Explore the possibilities around your Router, alongside some steps to deploy it here!
6.3 - Use REST and JS APIs
If applicable to your use case, you can also use REST and JavaScript (JS) APIs in your Chili Piper's deployment. Check the articles below for further details:
7 - Get used to Concierge Logs
After publishing and deploying your Router, it's time to get used to your Concierge Logs!
Concierge Logs puts efficiency and clarity at your fingertips! This feature grants instant access to vital metrics for your submissions. Seamlessly navigate through data using intuitive filters and search functionalities, ensuring laser-focused analyses and informed decision-making.
Click here to learn more.
8 - Distribution Reporting
The Distribution Reporting is a great place to have a better view of your meetings and how they are being distributed, such as:
- Assess trends of records and meetings
- Ensure your reps are getting an equal amount of meetings and records;
- Understand why a rep was skipped, who canceled a meeting, etc.;
- Understand when any updates were done to your distributions and by whom.
Click here for more details!
9 - Get Used to Concierge Notifications
Chili Piper keeps hosts informed with notifications for scheduled, rescheduled, or canceled meetings via email and Slack. Additionally, it alerts hosts if a prospect fills out a form but doesn't book a meeting to ensure no meetings or prospects are lost.
More details can be found here.