Matching Leads & Contacts to Opportunities and Cases with Chili Piper

Chili Piper has the capability to directly route a Lead or a Contact to an existing Opportunity owner or Case Owner through our Matching section.

In this article, we will be able to dig further into how to build the Matching for such use cases.

Table of Contents

• How can I access the Matching Settings?
• How can I configure the Match to Opportunity and Match to Case?
  • Lead-to-Account (L2A) Matching Setup
  • Match to Opportunity and Match to Case Setup
  • What if multiple Opportunities and Cases are Found?
• How do I set my Rules to Accommodate Match to Case and Match to Opportunity use cases?
• Applying to a Router or Journey

How can I access the Matching Settings?

Expand Settings in the left-hand menu and click Matching

Specifically, you will look for the Match to Opportunity and Match to Case tabs

How can I configure the Match to Opportunity and Match to Case?

In this section, we will cover the required steps and details to be aware of for this Matching setup. Before we proceed, note that all your changes are automatically saved in this page.

Lead-to-Account (L2A) Matching Setup

The prerequisite step to effectively route to an Opportunity or Case Owner from a Lead record is to find a Matched Account. As there is no direct relationship between the Lead Object and the Opportunity Object, and there could be multiple Opportunities, we first need to find this Matched Account.

With that being said, we will start by configuring our Lead-to-Account Matching. We recommend checking this article that covers the L2A Matching in more detail to ensure it will be properly configured. 

Match to Opportunity and Match to Case Setup

When your L2A is appropriately configured, let’s navigate to the Match to Opportunity or Match to Case tab to start. For our practical examples, we will mainly focus on the Match to Opportunity, but the concept is the same for a Match to Case.

In each section, you will find two tabs:

• Lead to Opportunity or Lead to Case: This will be performed first with the L2A Matching settings you did before.
• Contact to Opportunity or Contact to Case: This will be performed by searching for the Contact's associated  Account and then finding an Opportunity.

You will also find a toggle button to enable/disable each Matching logic as you wish.

What if multiple Opportunities and Cases are Found?

Supposing our search finds multiple Opportunities or Cases, we can use Filters and Tiebreakers to achieve just one result for the Matching.

Filters

A filter can be used to tell which Opportunities or Cases should be considered only if there is more than one possible matching after checking the logic.

Let’s say you only want to consider Open Opportunities; we can add this filter so all Closed Opportunities (Closed Won or Closed Lost) are not considered.

Tiebreakers

We still can have multiple Opportunities and Cases even after adding some Filters, so this is where Tiebreakers will come into play. There is no limit as to how many Tiebreakers you can have. Additionally, you can create a list of Tiebreakers that can be ordered based on priority and help to match with the expected Opportunity or Case.

By default, we will select the Opportunity or Case with the most recent Created Date. This Tiebreaker can't be deleted, but if you have more than one, it can be moved down the list to be checked with less priority.

You can add different Tiebreakers and play with the priorities. In the example below, we added a new Tiebreaker to check the Opportunity's most recent Last Activity and moved it to the Tiebreaker's top of the list, so it's prioritized before the one that looks for the most recent Created Date.

How do I set my Rules to Accommodate Match to Case and Match to Opportunity use cases?

Now, it's time to create some Rules to accommodate the Matching setup you created. They will be used later in your Router or Journey as well.

First, navigate to Rules in the left-hand menu under Assets

Let’s create a CRM Ownership rule to Route to an Opportunity Owner by clicking Create Rule in the top-right and then CRM Ownership.

You can replicate precisely this:

For this example, from a Lead, we will find a Matched Opportunity (by performing an L2A and then selecting the Opportunity based on your configuration) and then select the Owner ID of this Opportunity.

Last, but not least, select the team of users you want to match with this Rule (likely your Opportunity owners), and it should look like this:

If you want to create a Rule for Contact-to-Opportunity, it would look a bit different:

We worked with Opportunity-related examples, but for the Lead to Case or Contact to Case Matching, it would be the same concept.

Applying to a Router or Journey

Now that you have your Matching and Rules settings ready, it's time to apply them to your Routers or Journeys!

Navigate to the respective article below to learn more about each product's Router or Chat Journey setup:

• Creating a Distro Router
• Creating a Journey in Chat
• Creating a Handoff Router