Q: How does Concierge know I'm available for a call?
A: Based on your Calendar Availability plus Working Hours, and if you're on a Concierge call, of course. The more often you're available, the higher the chances you should get calls. We will distribute the calls throughout your team using a clever Round Robin. The number of calls you get will fluctuate per day, but it will even out over time relative to your teammates.
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 a lead or contact is already in Salesforce and owned by one of my reps, can I only call that rep?
A: Yes, ownership rules can be applied. If that user does not answer or is not available, the prospect will have the option to schedule a call with his rep.
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 if you use your Salesloft or Outreach phone number.
Q: Can I use my cell phone?
A: Sure - It works fine!
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, it's possible your Phone Number that is calling the prospect is being blocked by the Prospect's Phone Carrier.
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: 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 there were no reps available at the moment, the meeting will be routed and booked within the same 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 at the moment, and the meeting will also be routed and have their meeting booked within the same video queue they initially matched with.