Chili Piper Handoff automates scheduling and lead routing from prospecting to sales to implementation. And we’ve been doing this for almost a decade.
Also, there will be no more complaints about unfair record distribution: Handoff’s algorithm constantly corrects to ensure every rep has the same number of meetings, even accounting for no-shows and cancelations.
This article will quickly cover each Handoff setting and point out relevant articles to facilitate your setup within the tool. Enjoy!
Table of Contents
- Download the Extension
- Establish your Integrations in the Admin Center
- Establish your Personal Integrations
- Configure your Working Hours and Custom Schedules
- Update your Personal Settings
- Handoff Assets & Setup
- Using Handoff to Book Meetings via Chat
- Define your User Controls settings
Download the Extension
Our browser extension is a powerful ally that facilitates your daily routine and booking process, ensuring a smooth experience for you and your prospects while using Handoff. Download the extension here.
After the download, ensure you are logged in to use Handoff. Click the extension after enabled in your browser, and follow the log in process from there.
Establish your Integrations in the Admin Center
As the section's title suggest, this one is dedicated for Admins. Personal Integrations for end-users (non-Admins included) are covered in the next section.
Before covering Handoff's spicy features, establish your company-wise integrations to ensure you benefit most from this amazing tool! This session is for Admin users, so you can skip to the next one to learn how to establish your connections on a personal level.
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 Salesforce or HubSpot is important to ensure the Nodes in your Handoff Router with CRM-related actions and your Rules work properly.
If you are an Admin, navigate to the Admin Center, navigate to the "Integrations" tab, and click "Connect" there in the Salesforce or HubSpot 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
We can notify you via Slack once a meeting is booked via Handoff 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, if you wish.
If you are an Admin, navigate to the Admin Center, navigate to the "Integrations" tab, and hit "Connect" there in the Gong box. You will see the "Connected" flag if the connection is established.
Gong has some settings to be checked there, so we also advise checking this guideline to ensure the integration will be correctly established!
Twilio
Connect Twilio to decrease no-shows and increase meeting completion rates with Chili Piper's SMS Reminders feature!
Similar to the other integrations, if you are an Admin, navigate to the Admin Center, navigate to the "Integrations" tab, and hit "Connect" there in the Twilio box. You will see the "Connected" flag if the connection is established.
Twilio also has some settings to be checked there, so we also advise checking this guideline to ensure the integration will be correctly established!
Establish your Personal Integrations
Chili Piper's Integrations feature enables users to connect their personal integrations, allowing seamless synchronization of calendar availability, booking links, and more.
Click here to learn how to establish your integrations.
Configure your Working Hours and Custom Schedules
Having your working hours correctly set ensures you will receive meetings only when you are supposed to, so this is a must. Working hours are part of Chili Piper's Custom Schedules feature, that 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 for Custom Schedules, and here for Default Working Hours.
Update your Personal Settings
Personal Settings feature allows users to customize their personal links and booking experience, ensuring a seamless and personalized scheduling process.
Handoff Assets & Setup
This section is dedicated for Admins and will cover Handoff'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:
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). They hold the products and settings a team is using, and multiple teams can be 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:
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!
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.
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.
You can also set up Rules to route based on who the booker is: click here to check how!
Setup your Matching Logic
Chili Piper has some Matching options in your Workspace Assets to help you building even more detailed use cases with Handoff!
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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
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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!
Create your Handoff Router
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.
Click here for more instructions about the Handoff Router!
Get used to the Handoff Scheduler
The Scheduler is your go-to place to find available times in your calendar or your teammates’ calendars to book an important meeting or even a meeting on a colleague’s behalf. It will also ensure you match the correct Router and rules Path, driving your prospect to the best assignee.
More details can be found here
Using Handoff to Book Meetings via Chat
Chili Piper's Chat is the powerhouse behind tailored website buyer journeys, effectively driving pipeline growth. It optimizes interactions with targeted buyers by connecting with them 24-7 to enhance the conversion process and fuel sales opportunities.
If your team also uses Chat, imagine combining Chat and Handoff products to get a spicy and easy booking experience for you and your reps... click here to check more!
Define your User Controls settings
This section was created for Admins as end-users have no access to such steps.
Control user-related behavior for their Team Members, ensuring better organization and streamlined processes for your company.
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