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Routing Rules based on Custom Objects

Serban
  • Updated

Chili Piper can be enabled to route Salesforce Leads and Contacts based on Custom Objects as of June 2020. With Custom Object-based routing, you can create both Round Robin and Ownership-Based Queue rules similar to how you would do so with Account, Case, or Opportunity-based routing. 

Requirements for Custom Object-Based routing in Chili Piper queue rules, please make sure that:

  • Your Custom Object has a relationship to either the Lead Object and/or Contact Object
  • Your Chili Piper Salesforce integration user has read permissions to access the fields and values of your Custom Object
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Keep in mind that you can also Relate the Salesforce Event you create on any bookings directly to the Custom Object (using the WhatId) by:

  • A Custom Salesforce Button that opens the Instant Booker, appending objectId={!Id.Custom_Object__c} to the Instant Booker URL
  • Attaching a "objectId={!Id.Custom_Object__c}" to a Personal or Queue URL for emailing links to clients
    • *note: Remember that a Lead in Salesforce cannot have an Event Activity with a "WhatId" and so the Event's relationship to the Custom Object would only work when you're booking with a Contact, although routing logic can still be supported if you're booking with a Lead. 
  • If you have multiple custom object records related to the Lead/Contact, you will want to also pass one additional parameter customObjectId={!Id.Custom_Object__c} so that Chili Piper knows which of the Related Custom Object Records to route against via your Queue Rules. 
    • When you don't pass a parameter for the customObjectId and there are many custom objects related, the default will be for Chili Piper to pick the custom object for routing based createdDate - We will pick the one that was first created. (thus the need for the parameter).
    • Creating a custom button from the Custom object page layout is likely the best way to load the URL with the proper parameters added.

For Leads

https://ib.chilipiper.com/booker.html?id={!Lead.Id}&customObjectId={!Custom_Object__c.Id}&isLead=true

For Contacts

https://ib.chilipiper.com/booker.html?id={!Contact.Id}&customObjectId={!Custom_Object__c.Id}&objectId={!Custom_Object__c.Id}&isLead=false

Please see more details here about relating your events to Custom Objects.

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