The new CRM Actions management feature in Chili Piper is your one-stop-shop for customizing the Chili Piper <-> Salesforce flow. From Lead or Event creation to custom Salesforce fields updates, set this once, then forget it. We'll do the rest.
In this article, we walk through the available settings:
Go to Salesforce Actions
1. In Admin Center, open the Workspace you want to manage
2. Click on CRM Actions. This is what you'll see:
General
Here you can set up the designated sync user - this is the Salesforce user responsible for creating and updating Salesforce fields and records. You can use the organization default or choose a different user for the workspace - make sure they are a Salesforce Admin!
Events
In this section, you can customize if / how you want your Salesforce Event records to be created by Chili Piper. By default, Events are set to be created in Salesforce. You can choose to set these options globally or customize them for each meeting type.
Here are the available options:
Event creation
Create Event
Choose the Salesforce object to relate to the Event - Account, Case, or Opportunity
Don't create Event
No SF Event will be created.
Set for each meeting type
The settings above can be customized for each meeting type. Use the grey arrows to select the desired action.
Event deletion
Here you can set Event deletion rules. If the event is deleted from the calendar, choose to either keep the Event in Salesforce (default) or have it removed from Salesforce as well.
Shared Activities
Here you can set Chili Piper to detect if multiple people are invited to the meeting and track them in Salesforce.
Leads and Contacts
Here you can set create and update behavior for new and existing Accounts. Like the previous section for Salesforce events, you can choose to set these options globally or customize them for each meeting type.
Create Lead
If the prospect's email domain does not match an existing Account's domain (e.g., @mycompany.com), we'll create a Lead by default. Change this setting to Don't Create anything if you don't want this behavior.
Create Contact
If the prospect’s email domain does match the domain of an existing Account, we'll create a Contact by default. If you want to keep this behavior, there are two additional settings we're looking at.
1. If the prospect's email domain matches multiple existing Accounts, choose to:
- Update the Account with the most Contacts
or
- Create a Lead
2. Choose whether the prospect's email domain should also match the Account's website domain, as per the existing Account field in Salesforce
- Match the website domain
or
- Don't match the website domain
Create Only Leads - Ignore Contacts
The setting to "Create only leads" exists so that we never create Contacts within Salesforce. This will still match to an existing Contact if one exists in the CRM.
We added an additional setting "Ignore Contacts" which, if enabled, adds a few differences in the creation flow.
- We will only create Leads
- If an existing Contact exists in the CRM, it will be ignored, and we will create a new Lead
- The event will be related to this new Lead, rather than the existing Contact
- If an existing Lead exists in the CRM, we will simply relate to that Lead rather than creating a new one.
- If the prospect is a converted Lead (a converted Lead AND Contact), we will create a new Lead
- If we find a second Lead record that is not converted, we will relate to that one.
- If several Leads exist in the CRM, we will relate to the one with the most recent modification date OR most recent activity - this happens only when duplicates are found.
- The setting only impacts inbound routing (Concierge) when the option to create Contacts is disabled in the router. Otherwise, the router settings supersede these.
Update Lead or Contact Owner
This setting defines whether an Assignee should be updated as the new Lead or Contact owner upon booking.
Set for each meeting type
The settings above can be customized for each meeting type. Use the grey arrows to select the desired action.
Guest Form Actions
Available in "Instant Booker" workspaces. Define which fields are created or updated for Leads and Contacts. Click on Configure to customize.
UTM Tracking Actions
Using UTM parameters to track a user's conversion flow can be extremely useful to your marketing efforts. We allow you to update specific fields in Salesforce with the UTM parameters we receive.
For more information on setting this up, see our article on UTM Tracking.
