Scenario 1
A prospect might submit multiple webforms on your site. You will want to configure your Queues in Chili Piper to ensure the lead is not being assigned to different reps when this happens.
Example:
Amanda fills out your webform and hits the Enterprise Round Robin Queue. It is Nicolas' turn, so he gets the meeting and becomes the Assignee.
Then, Amanda fills out another form on your site with Chili Piper embedded, schedules a meeting again (we don't know why prospects do this, but they do), and hits the Enterprise Round Robin Queue. This time it is Nate's turn, so he also receives a meeting invite with Amanda, where he is the Assignee.
Now, Nicolas and Nate are left to battle out who takes ownership of this meeting. To avoid situations like this:
1. Create an Ownership Queue
If you already have an Ownership-based Queue, you can skip this step.
Otherwise, learn how to do this here and choose Algorithm Type: Prioritize Routing Based on Ownership upon creation.
2. Add a Lead Owner Rule to the Queue
Here's an example:
3. Make the Assignee the Lead/Contact Owner in Salesforce
This will ensure the first rep to receive the meeting becomes the Lead Owner in Salesforce when a meeting is booked. In the example above, Nicolas will have become the Lead Owner, so when Amanda filled out the form a second time, she will have only been presented with Nicolas' calendar.
See how to do this here under CRM Actions.
Scenario 2:
A prospect might fill out a form but not schedule the meeting. They could come back and do this 10 minutes or 2 hours later.
Example:
Elyssa from ACME fills out your web form, eager to book a demo. She is presented with the calendar and about to schedule a meeting but receives a phone call at that moment and leaves the page.
Twenty minutes later, after her phone call ends, she fills out the form again and, this time, proceeds to schedule a meeting.
To ensure we have Chili Piper set up to handle this situation, there is a final step:
4. Configure your Router to assign prospects who do not book a meeting
Follow this article to configure this