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Custom Matching in Chili Piper

Jorge Ferreira Filho
  • Updated

warning-icon.png Admin or Workspace Manager Rights Required

This feature is available for Admins and Workspace Managers.

 

warning-icon.png Salesforce Users

This article is dedicated to users who integrated Chili Piper with Salesforce.

Chili Piper has 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.

In this article, we will cover how to set up Custom Matching and its respective settings.

Table of Contents

Creating a Custom Matching in Chili Piper

In the left-hand menu, click Matching under the Settings section (1); then navigate to the Custom Matching tab (2), and finally click the Create Custom Matching button (3):

Now, select your Source Object (1), then your target Object (2), and give it a name (3):

Click Next, and you will be redirected to configure your Filters and Tiebreakers

 

Filters & Tiebreakers

warning-icon.png Data Field Mapping
If you are a Handoff, Concierge or Chat user, Filters and Tiebreakers rely on Salesforce fields. Ensure your Data Field mapping is set up correctly to avoid record leaks.

Check this article for more details on how to set up Data Fields for your team.

Filters can be used to tell which Account Team record should be considered only if there is more than one possible match.

If, after checking Filters, there is still more than one possible Account Team record match, Tiebreakers can be used to prioritize further which Account Team Member should be selected.

Here, in this example, we want to route only if the Account Team Member's Role is Account Manager. Then, we use the Tiebreaker only to retrieve the Account Manager that has been added as an Account Team Member the most recently.

The default Tiebreaker can't be deleted. It ensures that you have at least one unique match for evaluation. For example, you can re-order to be the last evaluated in the list, but it can't be completely removed.

If needed, we recommend checking this article to get more familiarized with Filters & Tiebreakers.

When everything is done, click Save, and your Custom Relationship will be saved and can be used now in your Router.

Using the Custom Matching

Once you have created your Custom Matching(s), you should be ready to use them in your Routing Rules and Routers/Chat Journey.
For example, in the use case below, we would like to route any new Lead to a Matched Account and then to the Account Manager of this Matched Account. To do that, we will create a CRM Ownership rule with these criteria:
Then, we assigned the Rule to check if the owner belongs to a Team called "Account Managers."
After creating your Routing Rules, you can add them to your Routers/Chat Journey and benefit from other features there like Assign & Update Owner, Field Update, and many more.

Route to an Account Team / Opportunity Team using Chili Piper's Custom Matching

This use case was way too spicy, so we created a specific guideline for users looking forward to achieving something similar.

Click here to check how!

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