Handoff Scheduler Guide

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.

It’s the perfect place to check everyone’s availability and guarantee the meeting will be scheduled.

The Scheduler looks different and has different functionalities if you are using it from the extension in one of our integrations or sidebar or from MyApp/Home Page. Navigate to the articles below to learn more about these two:

• Extension Scheduler
• MyApp (Home Page) Scheduler

This article will explain the Handoff Scheduler settings and details.

Table of Contents

• Why do I see the ChiliCal Scheduler instead?
• Booking Through a Handoff Router
• Add Guests to your CRM
• Common Errors 
• Booking Through Scheduling Links

Why do I see the ChiliCal Scheduler instead?

If you are also a ChiliCal user, the Scheduler is open based on the choice of your last session. In that case, click Switch on the option below to be redirected to Handoff

Booking Through a Handoff Flow

After setting your Handoff Flows, it's time to book meetings using your booking flows and ensure prospects are being routed to the correct reps and Teams!

Click here for a detailed step-by-step on how to set up and get the most benefit from your Handoff Router.

Initial View

Once the Handoff Flow is triggered, if we match any rules of your Flow(s), you should see this message at the top-left:

You will also see the Calendar screen in the middle, where you will navigate and select the time slot for the meeting you are about to book.

Then, you can choose settings to ensure the prospect is routed correctly. Let's take a look at them:

Workspace Selection

In the Workspace dropdown, select the workspace you would like to use if you are assigned to more than one.

Handoff Router

Over here, you can select the Handoff Flow you want to use to route this prospect. Right below, you will find the Flow name and the respective paths matched pointed out with a green sign:

If an Admin has enabled the Allow Bookers to schedule into non-matching paths setting in the Workspace's User Controls, non-matching paths will also be displayed and pointed out with a red sign.

Assignee

Next, select the Assignee that will receive the meeting. The assignee list contains the Team Members from the Distribution you associated with the Display Calendar node in your Handoff Flow.

By default, the Assignee list shows the user assigned to receive the next meeting. If your Admins enabled the setting below and the Distribution is a Flexible Round-Robin, you can select a different assignee.

However, if the setting mentioned above is disabled or your Distribution is a Strict Round-Robin, you must pick the next in line. If the next in line has no feasible availability, use Availability for All to select a better slot.

If you notice the Assignee is defined as Hidden, it means one of your Admins enabled the Prevent Cherry Picking setting for the associated Distribution. This setting hides the assigned rep in the Scheduler to prevent selection based on preference.

Show Availability for All

The Show Availability for All button displays the combined availability of all assignees and selects the best slot for the meeting without manually checking each assignee's calendar. Use the subtitles below, which are also shown in the Scheduler, to better guide you through this:

If your Distribution is a Strict Round-Robin, you cannot update the assignee, and the assignee list will be blocked, not allowing you to switch the designated one:

For Flexible Round-Robin, if the "Allow Booker to Pick Any Team Member" is enabled, you can update the assignee after selecting the time slot. 

If disabled, you cannot update the assignee, and you will notice the following:

Switch to My Calendar

You should be able to close the Handoff Flow and follow the booking process via ChiliCal's Scheduling Links (more details in the next sections here) by clicking the following at the top-left:

Your Admins configured the Handoff Router to match the rules set for your org and ensure a fair distribution across your reps. Therefore, we do not recommend closing the Handoff Router unless you have a specific scenario, or the prospect matches no Paths, and you still want to book a meeting.

My prospect hasn't matched any Paths; what can I do?

If you notice the message below at the top, it means that your prospect matched no rules from your Paths and Routers:

Besides closing the booking flow, you can book through Scheduling Links, which is covered in its own section here.

You can also check with your Admins if enabling the Allow Bookers to schedule into non-matching paths setting in the Workspace's User Controls makes sense for your org, which will enable you to match into paths that had no match.

Add Guests to your CRM

You can add your Guest(s) to Salesforce or HubSpot directly in the Scheduler, so you don't have to navigate multiple tools to do it.

Click the "Add to Salesforce/HubSpot" icon right next to the Guest's email and proceed from there.

The steps are straightforward, but we also have a dedicated article for this feature if you need any further assistance!

Common Errors 

Primary Guest did not match any rules from Handoff Routers

This error is intuitive and should appear if your Primary Guest does not match any of the Rules you set in your Handoff Flow. After triggering the Scheduler, this is the error that appears in the top-left:

Unable to route the meeting as the guest was not found in your CRM

Since Handoff uses CRM-related fields to evaluate rules, this error occurs if the prospect isn't found in your CRM Instance. 

Ensure the e-mail was correctly typed where you are triggering it, or the prospect is added to your CRM through the Scheduler itself, or before that directly in your CRM.

This is how the error should appear at the top-left if it happens:

Why do I see an OFF icon next to an assignee?

When a rep has an all-day block, the OFF icon will appear next to their name, indicating that they are likely not available to receive any meetings for that or the next upcoming day(s), depending on your workspace's Vacation Buffer settings.

This event will be created on your Calendar

If the person you are booking for has their calendar disconnected, the Booker will become the host of the meeting, and the Assignee will be invited. 

This prevents booking errors until the Assignee's calendar is reconnected in Chili Piper. In the example below, Andre is booking for Celine, but Celine's calendar is disconnected, so Andre will be the Host of the meeting.

Booking Through ChiliCal Scheduling Links

If the meeting wasn't assigned through your Handoff Router because it had no match, or if you prefer using a different flow, you can still book meetings for yourself or your colleagues via Scheduling Links!

Check this article if you need guidance on setting Scheduling Links for your Teams, and our ChiliCal Scheduler Guide, since ChiliCal's scheduler is slightly different than Handoff's!

Reference file: handoff-scheduler-guide.md (https://help.chilipiper.com/hc/article_attachments/53436475171475)