Q: How does Concierge know I'm available for a call?
A: Based on your Calendar Availability plus Working Hours, and if you're already on a Concierge call.
Additionally, you must have a certain amount of time available on your calendar into the future, that duration is based off of the duration of the related Meeting Template in Chili Piper. For example, if the template duration is 15 minutes then your your calendar must be "Available" for the next 15 minutes.
The purpose of this is to ensure a user doesn't receive a call without enough time for their next appointment, or the end of their workday.
The more often a user is available, the higher the chances you should receive a call request. We will distribute the calls throughout your team using a Round Robin or directly to a predefined user.
The number of calls you get may fluctuate depending on how busy you are on your calendar and the number of prospects requesting a call.
Q: Will I be getting calls outside of working hours?
A: No, we respect working hours inside users' personal settings. The "Talk Now" option will not be displayed if no reps are available.
Q: If I have a call in 5 minutes, will the Concierge still call me?
A: No, we give you plenty of time to talk to your prospect. If you're about to get on a call, we'll call someone else. If nobody else is available, we'll automatically prompt the prospect to schedule a meeting with you or your team for a later time.
Q: My team already uses a phone system (TalkDesk, DialPad, RingCentral, etc.). Can I connect that number to my Chili Piper profile?
A: Yes, this is supported. You should check with your Chili Piper admin which system is best for calls for your team. You will likely be double charged on phone usage using your Salesloft or Outreach phone number.
Q: Can I use my cell phone?
A: Yes. We recommend saving the number that Chili Piper calls you from and add it as a priority number so that you can be alerted instead of having the call screened and sent to voicemail in case your phone is on "do not disturb" during work.
Q: Every time I press 1 to accept a call, the call hangs up on me. What can I do?
A: First, report this to your Chili Piper admin and co-workers to see if this is happening to other users. It may be a misconfigured "Form Mapping" problem with the "Phone" field that can solve this. However, if this issue is only happening to you, the Prospect's Phone Carrier may be blocking your Phone Number that is calling the prospect.
In this case, register your telephone number with the analytic providers. To reach the major mobile carrier's analytic providers, please register the telephone numbers at www.freecallerregistry.com. To reach T-Mobile's analytic provider directly to register numbers, please go to www.calltransparency.com to register numbers. Going direct to the analytic provider has a faster turnaround of being registered / call being delivered to the end user.
Q: Does Chili Piper create an Event in Salesforce when the call is accepted?
A: Yes, we do! We add Type: Call onto the Event.
Q: If the Event is created, how does the startTime and endTime look like?
A: We create them with the StartDateTime set for the time when the call was accepted, and the EndDateTime is the time when the meeting type is over. E.g.: Meeting Type is 5min, the endTime is calculated 5 minutes after the call was accepted.
Q: What happens if the prospect doesn't connect with a rep for any reason?
A: For Phone Queues, the behavior can be defined within each meeting queue, more specifically under the "Behavior (Phone Queues Only" setting:
If the prospect is redirected to book a meeting/schedule a call because no reps are available, the meeting will be routed and booked within the phone queue they initially matched with.
For video queues, the option to schedule a call will be displayed by default if no one is available, and the meeting will also be routed and have their meeting booked within the same video queue they initially matched with.