Queues are the bread and butter of Chili Piper. If you're familiar with configuring routing rules in other systems such as Salesforce, LeanData, or Distribution Engine, then creating rules in Chili Piper will be a breeze. Queues can be created for many different purposes. There are two primary use cases:
- Queues for Concierge - Inbound Calls/Scheduling
- Queues for Handoff - Internal Meeting Handoff
This article will review Queues for Concierge - Inbound Calls/Scheduling.
We will cover:
- Queue Settings
- Queue Rules Overview
- Activate/Deactivate Assignees from a Queue
- Duplicate a Queue
- Round Robin Settings
You will find all of the settings in this section under Assigned Meetings - Queues on the Left Sidebar navigation.
There are three types of Queues you can create, which are classified by different Algorithms:
This is the default type and the most commonly used. You should use a Round Robin whenever you create a queue that can assign a meeting among one rep or multiple reps. Use this queue type whenever trying to make rules based on Form or Salesforce fields.
Prioritize routing based on Ownership
This queue limits you to route based on values associated with the Owner Object:
This queue allows a meeting to be booked with everyone enabled as an Assignee.
The Main Assignee will be the Organizer of the calendar event. Additional assignees will be automatically added as a guest by default when the green Mandatory check is enabled; otherwise, additional Assignees will be added to the invite with the status Optional.
Note: If you create queues for meeting Handoff, you can enable this checkbox to make the Round Robin Strict, indicating that the booker cannot skip the designated Assignee.
This does not apply to Concierge Queues:
Online Booking URL
The Online Booking URL must be ON for Queues being used in your inbound flow. This setting is tied to the Default Booker, which we use as a proxy 'booker' to book meetings from your webform. By default, the Default Booker will be the creator of the Queue. Should the Default Booker have a disconnected calendar or be left blank, you may notice that the calendar will load indefinitely.
The Booking link is available should you need to share a link for the Round Robin you are creating. This URL is otherwise not visible.
Note: The Default Booker will receive email notifications for every meeting booked into this queue as we will send any booking errors, should they occur. If you prefer not to receive these emails, they can be filtered out in your Email settings.
Every meeting that is booked into a Queue will require an invitation to be sent out. You may have some Queues where the intent is to have a short 15-minute Discovery Call only and others for a full 30-minute Demo. Default meeting type allows you to choose the template associated with the Queue from your list of Meeting Types:
You will also need to specify who the Organizer of the calendar invite is. In Chili Piper, the Organizer of the meeting is the Assignee and, therefore, the "owner" of the invite.
The Booker is also an internal role and is considered the Default Booker by default. There is no real booker for meetings coming from your webform, so we rely on the Default Booker to fill this role.
Your guest or prospect is referred to as "prospect" in Chili Piper. In the example below: firstname.lastname@example.org is the Assignee, and Elyssa Stewart is the Prospect.
To configure your Queues to assign meetings to your reps, you will want to switch this setting to: Meeting is creating in: Assignees calendar
Note: If you select Booker Invited, this will invite the user tied to the Default Booker to all meetings in this queue. If you choose this option and you want the Booker's availability to be taken into consideration, you will want to enable this option as well:
Allow rescheduling with any users in the queue means the unique Reschedule URL will look to the availability of all reps in the queue instead of the original Assignee. We always prioritize times from the original Assignee's calendar, but should a meeting be reassigned to a new Assignee this way. We will credit back the original Assignee in the Round Robin History.
Behavior [Phone Queues]
If your plan includes Concierge Calls, you will need to set up Phone Queues in addition to scheduling queues. Otherwise, you can skip this step.
Action to take if a rep is available:
- Auto-Dial: Automatically connect the rep and the prospect - this will automatically call the prospect upon form-submit
- Prospect Choice: Display the option to get a call back - this is the default, and will give the prospect the option to choose a call:
Action to take if no rep is available (or not answering):
- Let the prospect choose a time to schedule a call
- Keep re-trying
- Display no option & assign the prospect
Queue Rules Overview
Rules allow you to specify the criteria a prospect will need to match before booking a meeting into a Queue.
If you choose + Add Rule, we will display this pop-up:
Rules have several components:
Object - The Salesforce Object being evaluated for the Rule. Our Object list includes:
- Related Account
- Related Lead
- Related Contact
- Related Opportunity Owner
- Related Case
- Account Owner
- Lead Owner
- Contact Owner
- Opportunity Owner
- Case Owner
- [Booked by] User
- Custom Objects
Note: Chili Piper defaults to routing both Net New (non-existing) and existing Leads using the Related Lead Object. The default routing behavior first checks for an existing email match in Salesforce before scanning the Queues. If we detect an existing record (Lead or Contact), we will route it according to the rules of that Object.
Field - The Salesforce Field being evaluated for the Rule. All Standard and Custom fields visible to your Salesforce Sync user will appear in this dropdown.
Operator - You can choose from the following list:
- = Equals, looks for an exact match and will evaluate each comma-separated value separately
- != Not Equal to, looks for an exact match and will evaluate each comma-separated value separately
- Equal / Not Equal Looks for an exact match to the entire string in Value and will not separate values by comma
- < Less than
- > Greater than
- <= Less than or equal to
- >= Greater than or equal to
- contains/not contains Looks for the full string in Value, cannot be used with commas
- startsWith Looks for the full string in Value from start to end, commonly used for numbers that contain commas, such as "5,000"
- startsWith(csv) Same behavior as startsWith for comma-separated lists
- != null Not equal to [blank]
- = null Equal to [blank]
- containsAnyOf Contains operator that allows for comma-separated values
- containsNoneOf Not Contains operator that allows for comma-separated values (i.e., email not contains gmail.com, yahoo.com, aol.com)
Value - The API name of the Value to match to from your form field and/or your Salesforce field.
Logic - Uses AND/OR logic to determine how your rules should be read. Parentheses can be used here to group rules. For example:
Follow this support article for additional examples of how you can set up queue rules.
Activate/Deactivate Assignees from a Queue
Toggle anyone who should be receiving meetings from this queue, so they're ON. To deactivate someone from a Queue, you can turn them OFF here or use API References.
If you notice users are deactivated (below), you will first need to enable their license via User Management.
Once you activate your assignees, don't forget to Save queue to save!
Duplicate a Queue
Navigate to Assigned Meetings - Queues via the Left Sidebar navigation and find the Queue you wish to Duplicate. Choose the three dots button and Duplicate. A pop-up will load asking you to rename your new Queue:
Note: The Queue name will be reflected in the Online Booking URL. This cannot be edited once created.
Round Robin Settings
This section will go over settings for Round Robin management.
Queues with Algorithm type Round Robin will show a blue History icon next to the name from the main settings page:
This icon will bring you to the History page, where you can track the distribution of meetings across the rep(s) in the Queue:
The star denotes the rep next who should receive a meeting. You will also see this towards the bottom of the page in the rolling history:
The Current Level is a calculation used to determine which rep is next up based on additional factors such as: Total Meetings, Cancellations/No Shows, and Calibrations.
You may need to manually adjust a rep's Current Level if they end up with a Disqualified meeting or forget to block off their calendar for a holiday and get too many meetings. The calculation for how Calibration factors into Current Level are as follows:
Current Level = Calibration + Total Meetings - No Shows* - Canceled*
*Note: Crediting back No Shows and Canceled meetings depends on the settings enabled in your Workspace Settings under Round Robin Settings
Enable this setting under Workspace Settings to automatically detect when a rep is on Vacation and pull them out of the Round Robin.
See how this works here.
You can adjust the weight of reps in a Queue when you have more than one Assignee. The easiest way to do this is to work backward and think about what distribution you would like to accomplish.
For example, in this queue, Chad and Liz will receive 3x the number of meetings compared to Gaines, and Gaines will receive double the meetings that Scott does.
Reps at the same percentage, will receive the same distribution of meetings. By default, everyone is at 100%, the behavior would be the same if everyone were to be at 444% as well.
The values here do not all have to add up to 100%. It's often best to consider it a ratio, ie: Receiving 3:1 meetings vs it adding to 100%.