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Creating a Handoff Router in Demand Conversion Platform

Jorge Ferreira Filho
  • Updated

warning-icon.png Admin or Workspace Manager Rights Required

This feature is enabled for Admin and Workspace Managers. 

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

Table of Contents

What is the Handoff Router? Get Started!

The Handoff Router is where admins 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 Handoff section on the left-hand menu, click Handoff Router, and then Create Handoff Flow:

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 e-mail. 

This may happen if you:

  • Book meetings using one of ChiliCal's integrations, such as Gmail, Google, Salesforce, 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 check about Rules in more detail and ensure you take the most benefit of this feature.

Routing Rule

Routing rules allow you to qualify records based on Ownership or Non-Ownership-based rules. You can route based on CRM values (Salesforce integration is available at the moment).

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 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 in your calendar.

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

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. This option will not be enabled if the node is added after a Non-Ownership rule.


  • 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. 

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 is created in

You will have two options within this setting:

  • Booker's calendar (assignee invited): Use this option if you want meetings created in the booker's calendar, meaning that the booker will be the organizer and owner of the calendar event. The assignee will be invited as a Guest. The booker is the user who books the meeting in ChiliCal's scheduler.


  • Assignee's calendar: This option should be used if you want to have the meetings booked directly in the assignee's calendar, making them the event owner. The assignee is the user who receives the meeting from the booker.
    You can also toggle on the "Booker Invited" button to invite the booker.


  • Auto-decline on booker's behalf to keep their calendar free: 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.

    You can enable this option to always auto-decline any invites on the booker's behalf. This option is useful if the booker is not mandatory in the meeting or is included for tracking and reporting purposes, for example.

 

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 Chili Piper users.

Toggle the Required button if you want Chili Piper to consider their availability while displaying the Scheduler. If the button is toggled off, the additional invitees' availability will not be considered.

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. 

 

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 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.

 

 

 

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