The Handoff Router in Chili Piper's Handoff workspace is used specifically for transferring a prospect between assignees within your queues with Instant Booker.
You can use the same queues as you do for Concierge Inbound routers or a completely different set - this is up to you as the Chili Piper administrator!
This article covers the following:
- Queue Creation
- Deactivating / Reactivating Queues
- Using your Meeting Queue for Handoff
- Queue Prioritization
- Prevent a User from Booking into a non-matching Queue
Creating a queue for Handoff is done similarly to creating a Queue for Inbound routing. Please review this article for an in-depth look at setting this up correctly for rules, meeting types, and calendar options. Remember that a queue is a collection of assignees that match according to a specific set of rules.
To enable it for Handoff, make sure to hit the "Save & Activate in Handoff button" as shown below when creating the queue:
Meeting Queues view (shows the queue for all router types):
Handoff Router view (shows queues only active in Handoff):
Note: Deactivating a queue from the Meeting Queues page will deactivate it within the handoff router and hide it from the list of queues there. If you're having trouble finding your queue, ensure it is enabled in the Meeting Queues section.
Deactivating a queue in the Handoff router does NOT deactivate the queue itself. Its booking link and ability to use it in Concierge would still work as usual.
Deactivating / Reactivating Queues
Suppose you want to hide a queue from Handoff, such as queues used for specific inbound routing or their booking links only. To hide these, you must deactivate them from the Handoff Router.
Clicking the "active" toggle on the queue within the Handoff Router will put the queue into a collection of deactivated queues. You can manage their status there:
If you disable a queue in this way, it will no longer appear in your Distribution reports, as there will only be distribution through Concierge and not an actual booker. Since the "default booker" will be used in all these cases, we exclude this from the reporting.
Using your Meeting Queue for Handoff
Once your queue is created and enabled in the Handoff Router, this will appear as an option within Instant Booker. Even if enabled in a Concierge router, the deactivated queues will not appear here (refer to the above section).
Now, once you have loaded Instant Booker and used the Handoff Queue, the Default Booker of the meeting will be you! If the settings on the queue has "Booker's calendar (assignee is invited)", the meeting will be created in your calendar and not on the rep's calendar. They will only be invited.
To configure your Queues to assign meetings to your reps, you will want to switch this setting to: Meeting is created in: Assignee's calendar.
Note: If you select Booker Invited, this will invite you, the actual Booker, to all meetings in this queue. If you choose this option and you want the Booker's availability to be taken into consideration, you will want to enable this option as well:
Chili Piper defaults to routing both Net New (non-existing) and existing Leads using the Related Lead or Related Contact Object. The default routing behavior first checks for an existing email match in Salesforce before scanning the Queues. If we detect an existing record (Lead or Contact), we will route it according to the rules of that Object.
Chili Piper will prioritize and display Ownership algorithm queues first and then Round-Robin algorithm ones under the matching queues section. If a prospect matches with multiple queues under the same algorithm, the queues with more rules will be prioritized.
For example, firstname.lastname@example.org was evaluated and matched with the following queues:
- Ownership A (2 rules)
- Ownership B (4 rules)
- Round-Robin A (8 rules)
- Round-Robin B (5 rules)
In this example's scenario, the order would be displayed like this:
1 - Ownership B
2 - Ownership A
3 - Round-Robin A
4 - Round-Robin B
As we can see, the Ownership algorithm queues were prioritized, and since the prospect matched with 2 of them, the one with more rules (Ownership B) stayed at the top. Then, the same logic was followed for the Round-Robin algorithm queues, where Round-Robin A had more rules (8) than the Round-Robin B (5).
Prevent a User from Booking into a non-matching Queue
Within the "Workspace Settings" tab under "Queue Settings", there is a setting that can be unchecked to prevent Bookers from Selecting a "non-matching" queue to book into.
By default, this setting is checked which allows a Booker to override the "Matching Queues" and select another "Non-Matching Queue".