Who can use this feature?
Routing rules are crucial to ensure your prospects are correctly routed among your Teams within your Chili Piper products and assets, such as Chat Journeys, Concierge Routers, Handoff Routers, and Distro Routers.
This article will teach us how to create routing rules for your products and all the possibilities you can work with while building them.
Table of Contents
- How to Create Rules?
- What Types of Rules Can I Create?
- Condition Types
- Groups and Sub-Groups
- Rule Operators
- Route to Any Salesforce Object
- Route to Any HubSpot Object
- Lead to Account Matching
How to Create Rules?
After accessing an existing or creating a new Chat Journey, Concierge Router, Handoff Router, and/or Distro Router, you can create rules within their setup. While adding your Routing Rule node or path, click the "Select Rule" button and then the "Create New Rule" one. Existing rules will also be listed if you would like to use an existing one.
Here's one example from a Concierge Router, where we added the Rule from a Routing Rule path:
You can also access your Rules from the Assets menu on the left-hand side. Click the "Create Rule" button on the top-right to create a new one, or click Open next to the rule you want to update.
Any Rule can be reused on multiple Journeys or Routers across your products (Chat, Concierge, Distro, and Handoff), saving time when creating and maintaining your routing criteria. It means that, for example, if you are a Chat and Concierge user, you can use the same Rules in those two products.
While creating a rule, you will notice that you can select CRM Ownership or Without Ownership. Click the option's name to be redirected to the next section, which covers those in more detail.
What Types of Rules Can I Create?
Once you start a new rule, you can choose whether to route the prospect to an object record owner or not. Select "CRM Ownership" to route to the owner or “Without Ownership” to route unowned records. In summary, if you want to dynamically evaluate a condition such as Lead Owner, Contact Owner, or similar, you would choose the "CRM Ownership" type.
CRM Ownership
If you choose "CRM Ownership", you must select which CRM records you want to check for the owner and create or select an existing Team of your reps, such as Sales or CSMs. CRM Ownership rules work with Salesforce and HubSpot values conditions.
The example rule below checks if the prospect is a Lead, Contact, or part of an Account that exists in Salesforce and is owned by one of the reps on the AE team.
Coming to HubSpot, here's one example where we check if the prospect is a Contact or part of a Company that exists in HubSpot and is owned by one of the reps on the AE Team:
Reinforcing always to double-check to select the correct rule operator: AND / OR.
Without Ownership
If you choose "Without Ownership," you can route using one of the standard Salesforce values and Data Field values to route on form fields.
This Salesforce-related example rule checks whether the prospect Lead or Contact's company size on the Salesforce record is 1-10 or 11-50.
Coming to HubSpot, we have a similar example where we check if the Contact's company size on the HubSpot record is 1-10 or 11-50:
If you have mapped your form fields to Chili Piper Data Fields, you can route prospects based on form values they submit by setting up a Data Field rule.
If you are working with Concierge, ensure the rule uses Data Fields mapped to the Trigger, like the example below where the Email and Company Size fields were mapped there:
Then, we can see one example of the Company Size Data Field applied to a Rule condition, evaluating if the form choice was 1-10 or 11-50:
Feel free to mix and match Data Field conditions with CRM conditions in your Rules and, as usual, check if the operator (AND/OR) is correctly used!
If you are an Admin, click here to check more details on how to configure Data Fields for your org.
Can I Disqualify Prospects Based on My Rules?
Yes! You can set up a rule to disqualify prospects; a common scenario is disqualifying those with a public-domain email.
Add a Routing Rule node and associate it with your disqualification condition. In the example below, we will disqualify prospects with gmail.com and yahoo.com domains:
You can follow it up with a Redirect To node to navigate the customer to a thank you page or back to the form.
Don't forget to Publish at the top-right once you are done!
Condition Types
A Rule comprises one or more conditions, which are composed of Objects, Fields, Values, and the Operator selection.
Once you are building a new Rule or updating an existing one while adding a new condition, you will notice two options:
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CRM values: your CRM fields in Salesforce or HubSpot will be synced and available for your rule. For this type of rule, you need to connect your Salesforce or HubSpot account.
- Data Field: The form data will be used for the rule evaluation based on the Data Fields configured by your org to build the rule. Click here for more details about mapping to Data Fields.
After selecting the field type, select the Object. For Data Fields, the objects available are Company or Person; for Salesforce, the available ones are Lead, Contact, Account, Opportunity, and Case; for Hubspot, the available ones are Contact, Company, Deal, and Ticket.
Now that the Object has been selected, it's time to select the Field used in the rule. In the dropdown, you will see your CRM object-related fields or your Data Fields-related ones (Data Field).
Last, select the Operator (more details here) and the Values. You can use comma-separated values to include multiple in the same rule.
Also, watch if you are correctly using the AND or OR operators. For example, if you are a Salesforce user and have a Lead-related rule and a Contact-related condition in the same rule, you should not use the AND operator. Click on it to switch them accordingly:
You can also click on the three dots to Duplicate a condition to avoid manual effort while building similar conditions or remove a condition:
Here's one rule example, where we set a Rule to evaluate if Leads or Contacts have their Country field as the United States or Canada:
Don't forget to Publish at the top-right once you are done!
Groups and Sub-Groups
Before exploring the Rule Builder in more detail, you need to know that Chili Piper allows you to create a complex and robust group of rules based on your business needs. The purpose of grouping your rules is to relate conditions to one another using the same operator (either AND/OR).
While creating a rule, you can click on "+ Add Group" to create a group of rules that will be added to your conditions.
A Sub-Group can only be created if you already have a Group. With this option, you can guarantee that multiple conditions will be checked in the same Rule, allowing you to create a complex scenario based on the fields you need to evaluate.
Here's one example: We are evaluating whether the Lead's Country contains the United States or Canada first, OR the group condition evaluating the Account's Country contains the United States or Canada 500 AND Account's Customer field is equal to True.
The logic for the above would be 1 OR (2 AND 3) to evaluate if a prospect qualifies.
Rule Operators
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Example |
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is any of |
Company is any of: Sam's Club, Chili Piper, etc. |
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is not any of |
Company is not any of: Sam's Club, Chili Piper, etc.
Supports multiple values (comma-separated) |
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contains |
Company contains Club |
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does not contain |
Company does not contain Club |
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contains any of |
Company contains any of: Club, Piper, etc.
Supports multiple values (comma-separated) |
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| contains none of | Company does not contain any of: Club, Piper, etc. | comma-delimited text |
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starts with |
Company starts with C |
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starts with any of |
Company starts with C, P
Supports multiple values (comma-separated) |
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is equal to |
Company equals Sam's Club |
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is not equal to |
Company does not equal Sam's Club |
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is less than |
Revenue is less than 5
Available for certain Field Types like Number, Currency, Formula, Date, Time, Date & Time. |
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is greater than |
Revenue is greater than 5 |
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is less than or equal to |
Revenue is less than or equal to 5 |
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is greater than or equal to |
Revenue is greater than or equal to 5 → only one numerical value |
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is null |
Cannot enter any value |
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is not null |
Cannot enter any value |
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ends with |
isolate emails ending in .io |
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ends with any of |
isolate want to include emails ending in .io, .gov, etc |
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Route to Any Salesforce Object
By working further within our integration with Salesforce to support any Salesforce Object (Standard or Custom), our Rule Builder supports more use cases.
Let's cover these settings below:
Use any Custom or Standard Object (Distro only)
If you are a Distro user, you can activate any Salesforce field to be used in your Rules and Triggers. Check this article to learn how!
Lookup Fields or Other Fields
When you create a Rule, you can refer to a field on the object itself (first degree), but you can also refer to a related object field through a Lookup (second or more degree). Let’s say we want to search for the field Account on the Opportunity Object:
- Lookup Fields (Relationship to another Object)
- Other Fields (Opportunity Fields here)
In this example, we want to route any new Opportunity to the Account Owner. To achieve this, we will select the “Account” lookup field and then select the Owner ID of the Account:
Here is what the rule looks like:
We can also add one layer of complexity by ONLY routing these Opportunities WHEN the Account Owner is Active with these additional criteria:
From the Opportunity Object, we will select the Account Lookup, then the Owner Lookup of this Account (User Object), and retrieve the field: “Active”.
Here is the final result:
Exploring an additional use case, let’s say we want to route any new Contacts to the Parent Account. First, we will select the Contact Object, then the Account Lookup, then the Parent Lookup
It will look like this:
To achieve a Lead to Account Matching, for example, this relationship does not exist as these two objects are not connected in Salesforce's architecture:
The Rule will be configured this way:
The lookup: "Matched Account" is a smart field as it’s an inexistent relationship in Salesforce. Chili Piper plays its magic to create this connection between these two objects.
The Matched Account is found through our L2A Matching process.
Route to Any HubSpot Property
Our HubSpot integration also supports routing to any HubSpot Property. Let's cover how to use them below:
Lookup Fields or Other Fields
When you create a Rule, you can refer to a field on the object itself (first degree), but you can also refer to a related object field through a Lookup (second or more degree). Let’s say we want to search for the Matched Deal on the Contact Object:
- Lookup Fields (Relationship to another Property)
- Other Fields (Contact Properties here)
In this example, we want to route any new Contact to the Company Owner. To achieve this, we will select the “Matched Company” lookup field and then select the Owner name of the Matched Company:
Here is what the rule looks like:
We can also add one layer of complexity by ONLY routing these Contacts WHEN the Matched Company's Primary Owner's Email is Enabled with these additional criteria:
From the Contact Property, we will select the Matched Company Lookup, then the Email Property.
The lookup: "Matched Company" is a smart field as it’s an inexistent relationship in HubSpot. Chili Piper plays its magic to create this connection between these two objects.
The Matched Account is found through our Matching process.
Lead-to-Account (L2A) Matching in Salesforce
Your workspace Matching settings are where you can refine how Chili Piper performs Lead-to-Account matching for Salesforce. We advise checking this article for more details about this feature.