Who can use this feature?
Once you have added these fields to your Salesforce instance, Chili Piper will dynamically write a handful of custom fields to allow you to track and report on all your booking data directly in Salesforce. You can use this data to make Dashboards on the number of meetings booked per day/month/week or for syncing to other systems, such as Marketo, Salesloft, Outreach, Pardot, Hubspot, etc.
Before we start, please note:
- If you have previously installed Salesforce Custom Fields from Legacy, most of them stay the same, so no action needs to be taken for those. That said, you will mainly need to create new ones only.
Table of Contents
- Activity (Event) Object: 11 Available Fields
- Lead / Contact Objects: 3 Available Fields (Meeting Type, No Show, Booking Status)
- Distro Specific Fields
- Troubleshooting Tips: Fields Aren't Updating
Important: The Salesforce integration user cannot be restricted by field-level security access to the fields within the above objects or any other limiting field permissions. Ensure this user has full read/write permissions for these fields and objects.
Activity (Event) Object Custom Fields
The following fields allow you to track advanced data for your Activity Reports. You can add them all as Activity Object Custom Fields, which can be added to the Event object layout. While field names are important (copy-paste the values from below), for field labels, you can use any text you'd like.
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Meeting Type: The Meeting Type's name of the one used to book the meeting.
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No Show: Used to track if the prospect didn’t show up (true or false). Maps against the no show button
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Canceled: Tracks if a meeting was canceled (true or false). A meeting is considered canceled if the cancelation happened through a public cancel URL or if the meeting was deleted/canceled in your calendar provider
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Booked by Prospect: Mark a meeting booked by a prospect from an online booking link or from your website. It will be checked if the prospect themselves booked via an online link. It is unchecked if one of your users booked the meeting via ChiliCal or Chat.
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Team Name: If you are working in the Demand Conversion Platform and installed our Salesforce package first time, you will notice this field comes by default. If you previously installed our Legacy package, you may need to create this one manually if you would like to use it.
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Workspace Name: Tracks the Workspace a Meeting was booked from based on the Meeting Type. The value will be the Workspace name, or if booked from a personal booking link, it will contain "Personal Workspace".
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Router Name: Tracks the name of the Concierge or Handoff router from which the meeting came.
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Booked By Name: Tracks which user booked a meeting, but this one is a Text field
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Rescheduled: Tracks how many times a meeting was rescheduled
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Rule Name: Writes the name of the matched rule – applies to Concierge, Handoff, and soon to Chat. If you previously installed our Legacy package, the Rule Name value will be written to your usual Queue Name field (below), and you may need to create the Rule Name one manually if you would like to use it.
Queue Name: For those who already installed our Legacy Salesforce package in the past, it originally tracks the Queue Name a Meeting was Booked from Legacy. For Demand Conversion Platform meetings, it writes the Rule Name, with the same logic as explained above.
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Lead/Contact Objects Custom Fields
The following fields can also be added to the lead/contact object. They are particularly helpful in starting or stopping specific email campaigns or for automated triggers in Salesforce. In Outreach, Pardot, and SalesLoft, you can start or stop a particular email campaign when a meeting is booked or a guest fails to attend.
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Meeting Type: The Meeting Type's name of the one used to book the meeting.
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No Show: Used to track if the prospect didn’t show up (true or false). Maps against the no show button
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Most Recent Booking Status: The following field writes either "Booked" or "Not Booked" depending on whether a meeting is successfully booked or not.
Note: This field would only be relevant when using a Concierge Router. The value "Booked" will be written when the meeting is booked. The value "Not booked" will be written based on the timeout defined on Not Scheduled-related paths within your Router and if a rep is assigned (distributed) but not if a prospect is disqualified. "Disqualified" otherwise. |
Distro Specific Fields
The fields below can be added to the Lead, Contact, Account, Case, and Opportunity objects.
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Distro Assigned: Tracks if a record was routed via Distro.
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Last Distro Route: Tracks when a record was routed via Distro.
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The field below is specific to the Contact object.
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Distro Converted: Tracks if a Lead was converted to a Contact; field automatically gets checked whenever Distro converts a Lead to a Contact for Reporting, Auditing, and Debugging purposes.
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Troubleshooting Tips: Fields Aren't Updating
- Ensure required users have Read/Edit permissions on the new fields.
- Ensure no other validation or rule issues exist for Lead/Contact/Event creation. If Chili Piper has difficulty updating a Lead, we may fall back to not updating custom fields to ensure the Lead is still created.
- Ensure the fields are set up as defined above. For example, if you make a field a "restricted picklist" where it should be text, and the value provided by Chili Piper doesn't match, this can prevent the field from updating.