Who can use this feature?
In this article, we will learn more about Handoff Flows and how to create and set up their components.
Table of Contents
- What is the Handoff Router? Get Started!
- Trigger
- Routing Rule or Catch All
- Handoff Options (Handoff Live)
- Display Calendar
- Salesforce Nodes
- HubSpot Nodes
- Chili Assist
What is the Handoff Flow? Get Started!
The Handoff Flow is where Admins and Workspace Managers build the logic for automatically routing outbound prospects or guests to the right rep. By selecting the rules, distributions, and meeting types we must follow, you can guarantee that whoever is booking the meeting can just pick the best time for it to happen: we handle the rest.
To get started, navigate to the Flows section on the left-hand menu, click Handoff Flow, and then Create Handoff Flow:
💡 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
The Trigger is always the first node in a Concierge Router, indicating which action will trigger your router.
Within the Handoff Router, the Trigger option will always be Prospect selected.
What does that Mean?
The "Prospect selected" trigger is associated with any action that opens the Scheduler after inserting a prospect email.
This may happen if you:
- Book meetings using one of ChiliCal's integrations, such as Gmail, Google, Salesforce, HubSpot, and many others, as we can see here.
- Launch ChiliCal's Scheduler from the browser extension after including the prospect's e-mail there.
- Include the prospect's e-mail as a Guest once the Scheduler is open.
Within the example below, we triggered the Handoff message from a Gmail conversation:
Routing Rule or Catch All
Next, you can set up rules to route your prospects to the right rep’s calendar. Below, you will see a brief explanation of Rules and some possibilities around them, but we recommend checking this article to learn more about Rules in detail and ensure you get the most benefit from this feature.
Routing Rule
Routing rules allow you to qualify records based on Ownership-based or Non-Ownership-based rules. You can route based on CRM values.
After selecting the Routing Rule 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, 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 Salesforce/HubSpot or Data Fields-based values to route on.
The example rule below checks if the prospect exists in Salesforce as a Contact or a Lead and if the company size on the record is either 1-10 or 11-50.
Catch All
Optionally, the "Catch All" path can be used as a fallback if the prospect does not match any of your Routing Rules.
There will be no rules associated with a Catch all node.
What if the prospect gets disqualified?
Supposing you do not want to use a Catch-all node if a prospect does not match your Rule, then, once the Scheduler is triggered, you will notice the prospect was disqualified.
If you still want to book a meeting with that prospect, then you must manually include the meeting assignee or book it in your calendar.
Handoff Options (Handoff Live)
This node is directly related to Handoff Live. Companies use Handoff Live to instantly hand off a prospect live to another team member.
Chili Piper’s Handoff will still route based on fairness and availability, but the key difference is checking if the next person in line for the distribution is available right now. If they are not, we will assign the meeting to the next person who is (unless it's a strict Round-Robin - in this case, we only route to the next in line).
For example, you may have a Sales Development Representative (SDR) speaking to a prospect and determine they are ready to talk with a closing rep now. Then, the SDR can Live Handoff this prospect to the correct rep by seeing who is currently available now and booking a meeting on their calendar.
We would advise checking our Handoff Live User Guide to better understand this feature and check if it will be a good fit for your team!
Display Calendar
When the prospect matches a Routing Rule, you will likely want to show them the appropriate calendar. The "Display Calendar" node can be added after a Routing Rule or Catch all, and you can set up the calendar, meeting type, and additional settings here.
Show Availability Of
Select which calendar you want to show here. You have three options:
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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. This option will not be enabled if the node is added after a Non-Ownership rule.
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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.
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Individual user: You can also route all prospects who match the rule on this path to a fixed Individual user.
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Assignee from Assignment Table: Route to assignees set in your Assignment Tables.
Schedule with Another Team Member
If enabled, bookers can select a different Team Member as the meeting's Assignee while booking through an Ownership path, giving them more flexibility.
When disabled, only the record owner can be selected as Assignee.
This setting comes disabled by default.
Meeting Type
Next, select the Meeting Type to schedule a call with your rep. Meeting Types contain the invitation copy, reminders, meeting duration, location, and many other settings.
Find out more about Meeting Types here.
Meeting Participants
Here, you can add participants to the meeting. You can select among Assignee, Booker, and Individual Users.
Setting the Host
Click the three dots next to the user you want to host the meeting, meaning that the calendar event will be created in their calendar. Then, Make Host.
Optional vs Required
Click the avatar icon to make a participant optional or required. When required, the booking considers the required users' availability. When optional, they are not.
In the example below, the Assignee is Required, and the Booker is not.
When the Booker is among the participants, the Auto-decline on booker's behalf to keep their calendar free should appear. This option appears if the meeting is set to be scheduled on the Booker's calendar or in the Assignee's calendar with the Booker invited.
The Booker role is played by the user who books the meeting, i.e., the one who will open the scheduler, select the date, and so on.
You can enable this option to always auto-decline any invites on the booker's behalf. This option is useful if the booker isn't required for the meeting or is included for tracking and reporting purposes.
Salesforce Nodes
Create Event
You can add the "Create Event" node to create an activity in Salesforce to track all scheduled events after a Display Calendar node.
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 or Opportunity.
Lead Found
When a Lead is found or is created, associate the event with this Object
Delete Event
You can define whether 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 whether 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 field or multiple fields in Salesforce using the Update Field node, also always after a Display Calendar node.
Within the example below, we set the Contact and Lead's Demo_Request_Qualified__c field to be updated to "True".
Add to Campaign
You can add the Lead or Contact routed through the Handoff router to a Campaign in Salesforce by setting up the "Add to Campaign" node. This node can also be added only after a Display Calendar node.
In the example below, we associated our node with the "Chili's Special Campaign", and set the Campaign Member Status to be updated to "Clicked"
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 is also available only after a Display Calendar node.
We recommend using this node on any path that does not route the prospect to the Owner, as since the record owner already exists and Chili Piper routes to this rep, it would not make sense to update the ownership to the same person.
Within the example below, we set some ownership-related fields for Contact and Lead objects to be updated with the assignee's ID.
HubSpot Nodes
Create Engagement
On any meeting scheduled path, you can add the "Create Engagement" node to create an activity in HubSpot to track all scheduled meetings.
Related Object
All created Engagements will be related to the Company by default. You can additionally relate the Engagement to a Deal or Ticket.
For Deal, we will relate to the open Deal with the latest close date related to the Contact, and for Ticket, we will relate to the open Ticket with the most recent creation date related to the Contact.
Activity Assigned to
It passes the email of the Booker or the Assignee to the “Activity Assigned to” field inside the Engagement created in HubSpot for the booked meeting. This changes who hosts the Engagement inside the Activity tab and can be useful for reporting purposes.
Delete Engagement
You can define whether the Salesforce Event will be deleted if the meeting is canceled from the Dashboard or deleted from your calendar provider.
Update Property
You can set up Chili Piper to update a single field or multiple fields in HubSpot on Contact, Company, Deal, and/or Ticket objects using the Update Property node. This node can be added to Scheduled, Not Scheduled, or Disqualified paths.
For Deal, we will relate to the open Deal with the latest close date related to the Contact, and for Ticket, we will relate to the open Ticket with the most recent creation date related to the Contact.
The example in the screenshot shows an update on different fields across different properties (Contact and Deal).
Update Ownership
Set Chili Piper to update the owner of a record in HubSpot 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.
Chili Assist
You can start Chili Assist anytime by clicking the following icon at the top of the Handoff Flows initial page, or any specific Flow's page.
From there, you can use our assistant to describe this Handoff flow and add or remove nodes (routing rules, handoff options, assignments, CRM actions).
In the example below, we asked Chili Assist to add a Routing Rule and a Create Engagement node right after. After confirming, it created the Routing Rule and correctly flagged that it could not create the HubSpot node there.
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