Most teams are already leveraging an existing routing tool such as LeanData, Distribution Engine, LaneFour, or Salesforce routing rules prior to integration of Chili Piper. Your existing routing tool most likely handles routing from a variety of sources in addition to your inbound forms, so we know that Chili Piper will not be a rip and replace of the entire setup.
The goal of this article is to walk through best practices in how to set up Chili Piper alongside these tools.
In this article, we will cover:
Routing Rules in Chili Piper
Your routing rules will need to be created in Chili Piper via the queues in your account. These do not integrate with existing rules you may have created elsewhere. However, the object and field mapping in queues is automatically pulled in from Salesforce for both standard and custom fields.
You can visit this article on how to create queues. Your rules will end up looking something like this for each "bucket" or territory you need to create:
Create a Routing Exclusion
Let's say you have leads coming in through your Facebook and LinkedIn Ads that are routed by LeanData in the same way the inbound leads from your website are being routed via LeanData (this would be pre-Chili Piper).
We still want those Facebook and LinkedIn Ad leads to get routed in the same way. However, you are about to launch the Chili Piper integration on the Contact Us and Demo form and want to prevent these leads from getting routed via LeanData since Chili Piper will be routing them.
Additionally, if a lead does not book a meeting through the Contact Us or Demo form you want to continue routing it through LeanData.
We'll want to create an exclusion in LeanData using the Chili Piper custom Salesforce field: Booking_Status_CP that should be added to the Lead and the Contact layout (see this article on how to add this field).
Booked → Chili Piper routed and assigned the lead (a meeting was booked)
Not Booked → A meeting was not booked by the lead.
If the field is null → The lead did not come through a form integrated with Chili Piper.
You'll want to configure your rules in LeanData to not route leads where Booking_Status_CP = Booked - simple! This prevents LeanData from running when Chili Piper is responsible for the assignation.
An important note is that we may not write Booking_Status_CP immediately - this depends on how fast the meeting is booked or the timeout in your router for distribution. You will need to add a wait step (see below) in place to ensure this change is properly detected.
Lastly, you will likely still want the correct lead assignment to be reflected in Salesforce, so make sure you have this setting enabled on your Meeting Type, so we update the owner accordingly:
Add a Wait Step
Your marketing automation tool might take anywhere from 1-10 minutes to create the lead in Salesforce.
Chili Piper will check Salesforce 6 times within 10 minutes of the initial form submission for the new record and then make updates to the record owner as well as custom fields such as Booking_Status_CP. So what this means is if your routing tool attempts to route before Chili Piper updates Salesforce, the exclusion rule will not be effective.
We want to prevent your existing routing system from running before we have the chance to update Booking_Status_CP so it's recommended that you create a wait step of at least 5 minutes to allow time for this.