Skip to main content

Welcome to Concierge - Glossary and First Steps

Jorge Ferreira Filho
  • Updated

Concierge is an online scheduler that integrates with your existing web forms. Once a prospect submits a form, Concierge qualifies the lead, routes it to the right rep, and shows a calendar so the prospect can book a meeting immediately. Prospects book while their intent is highest, which turns more of your inbound demo requests into meetings.

This article covers each Concierge setting and points you to the articles that help you set it up.

Table of Contents

Establish your Company-Wide Integrations

This section is for Admins. The next section covers the connections end-users need.

Before setting up Concierge's assets, connect your company-wide integrations. In the Command Center, go to the Integrations tab and click Connect on the card for the tool you want to connect. A Connected flag shows once the connection is established. To refresh a connection or switch to a different account, click Reconnect, or Disconnect and connect again.

  • Calendar: Lets Chili Piper read your reps' availability and show prospects accurate times. End-users must also connect their own calendars, as covered in the next section. Learn more here.
  • CRM: makes sure your Rules, Matching, and the nodes in your Concierge Flow that use CRM actions work correctly. Below, learn more about the permission scope we ask for each CRM.
  • Slack: enables sending reps notifications about distributed records and booked meetings. Learn more in Configuring Slack for your Organization.
  • Gong: lets you use a Gong consent link as a meeting's location, so customers who need recording consent for General Data Protection Regulation (GDPR) compliance can book video meetings. Learn more in Configuring Gong for your Organization.
  • Twilio: sends SMS Reminders to decrease no-shows. Learn more in Configuring Twilio for your Organization.
  • Enrichment providers: fill in prospect data automatically from LeadIQ, Apollo, Lusha, ZoomInfo, or Clay. To learn how to use enrichment in Concierge, see Set up Enrichment below.

Establish your Personal Integrations

This section is for both Admins and end-users.

  • Calendar: Chili Piper reads your availability from your calendar to show prospects open times and prevent double bookings. You can also connect additional calendars - see Multiple-Calendar Connections;
  • Conferencing: connect your conferencing tool so its meeting links are added automatically to Meeting Types that use it as their location. Chili Piper integrates with Google Meet, Zoom, Microsoft Teams, Webex, GoToMeeting, and RingCentral.

You can connect these on MyApp's Integrations page. For more details, see Setting up your Personal Integrations in ChiliCal's MyApp.

Configure your Working Hours and Custom Schedules

Setting your Working Hours correctly means you only receive meetings when you are available. 

You can also create Custom Schedules, which let you create separate availability for different scenarios. That way, the right times show up for the right meetings.

Learn more in Setting Your Working Hours and Custom Schedules in ChiliCal.

Set up your Data Fields

This section is for Admins, as other user roles cannot access the Data Fields setup.

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

Learn more in Setting up Data Fields.

Set up Enrichment

This section is for Admins.

Enrichment fills in prospect data from your connected enrichment provider. Prospects see shorter forms, and your rules route them with complete information. Concierge supports two types of enrichment:

  • Form Shortening: pre-fills form fields from the prospect's email address. Fields that are enriched stay hidden, and fields that cannot be enriched appear for the prospect to complete. Learn more in Enrichment for Form Shortening;
  • Post-Form Enrichment: pulls additional data after the prospect submits the form, for your routing rules to use and to add to the booked meeting. Learn more in How do I set up Post-Form Enrichment in Concierge?

Concierge Assets and Setup

This section and its subsections are for Admins. They cover Concierge's assets in the order we recommend setting them up, because some assets depend on others.

Create a Workspace

You can skip this step if you already have a workspace.

Workspaces typically separate teams (Sales, Marketing, Support) or regions and time zones (EMEA, AMER, APAC). A workspace holds the products and settings a team uses, and one workspace can contain multiple teams.

To create a workspace, go to Workspaces in the left-side menu:

Click Create a workspace at the top left and enter its details, such as its name and, optionally, an emoji to make it easier to find:

Create your Teams

A Team is a group of users who share a role and a distribution group (Round-Robin, Ownership or Catch-all). Team members are the assignees a prospect can be assigned to in your CRM.

For example, Account Executives can be one Team, Sales Representatives another and Customer Success another. You can create as many Teams as you need.

Learn more in Managing Teams. To understand how Concierge handles vacations and related adjustments, see Vacation and Distributions Credits and Adjustments.

Create your Distributions

Round-Robin Distributions share meetings, conversations and record assignments evenly across your team members.

Learn more in Setting up your Distributions.

Create your Rules

A Rule is a group of conditions that decides which Team a record is assigned to. Rules use one of the following algorithms:

  • CRM Ownership: routes an existing record to its owner in your CRM, if one exists for the paired Team. In Salesforce, you can base Ownership Rules on Lead, Contact, Account, and Opportunity objects. In HubSpot, you can use Contact, Company, Deal, and Ticket objects
  • Without Ownership: builds rules from your CRM fields and Data Fields with AND/OR operators, without matching the record to an existing owner. For example, you can route by region, company size, or Annual Recurring Revenue (ARR).

Learn more in Rules in Chili Piper.

Assignment Tables

If you route by territory, Assignment Tables let one rule replace many near-identical paths. A single table maps attributes such as region or company size to assignees. Learn more in How do I use Assignment Tables?

Set up 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 whether Concierge should use our algorithm to match Leads to Accounts. Note that enabling L2A for your org is optional.

    Since this setting has some details to be aware of, we recommend checking this article and/or watching the video below to learn more about it in more detail.
     
  • Duplicate Matching: This one focuses on Deduplication (Lead-to-Lead, Lead-to-Contact, Contact-to-Lead, or Contact-to-Contact) Matching operations combining Salesforce and Chili Piper algorithms. Click here to learn more!
     
  • 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.
  • Match to Opportunity and Case: Directly route a Lead or a Contact to an existing Opportunity owner or Case Owner through our Matching section. More details here!
     
  • Related Lead: Enables the matching of incoming Leads to existing Leads in Salesforce, typically identifying connections such as colleagues from the same company, helping teams consolidate information, eliminate duplication, and better understand relationships between Leads for more targeted and efficient engagement. Click here for more details.
     
  • Person/Lead or Contact: Checks if the email address is checked against any existing Lead or Contact email addresses.

Create your First Concierge Flow

A Concierge Flow is an online scheduler that you can connect to your form or application, or share as a link. Once a prospect submits a form, Concierge qualifies them, routes them to the right rep and shows a calendar so they can book a meeting in seconds.

Learn more in Creating a Concierge Flow.

Map your Webform

Mapping your webform makes sure prospect data is captured and used for routing, and, depending on your setup, written to your CRM.

Learn more in Concierge Form Mapping. You can also:

  • Use Pre-submission Logging: record what visitors type before they submit, so partially filled forms appear in Concierge Logs. This setting is disabled by default;
  • Pass your Source URL to CRM: capture the page where the prospect submitted the form and write it to your CRM.

Protect your Form Submissions

Keep spam off your reps' calendars with the Spam Checker. It scores incoming submissions and blocks low-quality or fake ones before they book a meeting.

Learn more in Form Submission Spam Checker.

Set up a Concierge Live Path

With Concierge Live, your reps can connect with your hottest leads by phone immediately, instead of scheduling a meeting.

Learn more in Setting up Concierge Live.

Deploy your Concierge Router

Once your Concierge Flow is ready, deploy it on your website.

Learn more in Concierge Router Deployment.

Learn more about Edge API and JS API

If your use case requires it, you can run Concierge through APIs.

Get Used to Concierge Logs

Once your Concierge Flow is live, Concierge Logs give you instant access to the details of every submission. Use filters and search to find what you need.

Learn more in Concierge Logs.

Distribution Reporting

Distribution Reporting shows how your meetings and records are distributed. Use it to:

  • Assess trends in records and meetings;
  • Check that your reps receive a fair share of meetings and records;
  • Understand why a rep was skipped or who canceled a meeting;
  • See when your distributions were updated and by whom.

Learn more in Concierge Distribution Reporting.

Get Used to Concierge Notifications

Chili Piper notifies hosts by email and Slack when meetings are scheduled, rescheduled or canceled. It also alerts hosts when a prospect fills out a form but does not book, so no prospect is lost.

Learn more in Concierge Notifications.

Related articles

Comments

0 comments

Please sign in to leave a comment.