Sometimes prospects fill out a form and get presented with the calendar but do not end up booking a meeting.
Either the calendar gets left up on the screen, and they come back to it hours later, their food delivery just arrived, and they hastily x-out from excitement, or maybe the form is tied to gated content. The prospects shouldn't be allowed to schedule, but sales should still get assigned those leads anyways.
In these cases, Chili Piper can still allow you to route and assign these meetings:
Scenario 1: Route leads who submit a form and do not book a meeting through Chili Piper
Navigate to Inbound Router in the left-hand menu and then "Queues for Prospects who don't take Action"
- Determine when Chili Piper will route the leads
- Choose the "Use the queues below to decide ownership" option. You can also "Enable distribution for existing contacts", which will tell Chili Piper to redistribute already existing Contacts in your CRM according to the activated queues that would not be detected by any Ownership Queues
- Chili Piper will email reps when a lead who did not book is distributed to them. Choose to cc anyone else who needs to be kept in the loop
- Activate the queues which will be used (including Ownership Queues). These can mirror your Scheduling Queues, or they can be different. Note: Leads of this sort will still "take up a turn" in the Round Robin, so depending on your team's preferences, you may choose to create separate queues for leads who do not book
If you don't enable distribution for existing Contacts but have the email option checked, we will alert the Contact owner in Salesforce that their prospect attempted to book a meeting, even if that Contact owner has no Chili Piper license.
In some cases, a prospect may fill out a form and not book a meeting but then come back a few minutes later and submit another form where they proceed to book a meeting. To take this scenario into account, ensure having the "Make Assignee the new Lead/Contact owner upon booking" checked on the appropriate Meeting Templates and Ownership queues activated to avoid duplicate lead assignment among reps.
Done! Now, reps will get email notifications like this when they are assigned a lead who did not book a meeting:
For reporting purposes, these leads will appear in Salesforce as Meeting_Type_CP = (Null), and Booking_Status_CP = "Not Booked".
Scenario 2: Route leads who fill out a form tied to gated content, webinar registrations, content downloads, etc.
Navigate to Inbound Router in the left-hand menu and then "Add New Inbound Concierge"
- Configure your Router settings
- On the Router, we'll only toggle on queues in the section for "Queues for Prospects Who Don't Take Action"
- Embed the javascript beneath the form code of all your non-scheduling forms
We will notify a rep in the same way as above!
Scenario 3: Using Chili Piper in tandem with other lead distribution systems
Suppose you currently use other lead routing systems such as Distribution Engine, Lean Data, or Salesforce Assignment rules. In that case, you may decide to keep these systems in place for routing and assigning leads for non-scheduling use cases. To set this up:
Navigate to Inbound Router in the left-hand menu, then "Queues for Prospects who don't take Action", and then use the "Add New Inbound Concierge" option:
Once this option is selected, your Salesforce queues will be displayed so you can select the one you will work with.
That's it! If the prospect doesn't book, we will assign the lead to the Salesforce Queue, and your other tool will take over the routing and assigning after the timeout.