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Handoff Live User Guide

Jorge Ferreira Filho
  • Updated

Who can use this feature?

Available on Handoff
Available to All Users
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Table of Contents

What is Handoff Live?

If you used Hot Handoff in our Legacy product, this product is for you!

Handoff Live is used by companies who need to instantly Handoff a prospect live to another team member.

Chili Piper’s Handoff will still route based on fairness and availability, but the key difference is checking if the next person in line for the distribution is available right now. If they are not, we will assign the meeting to the next person who is (unless it's a strict Round-Robin - in this case, we only route to the next in line).

For example, you may have a Sales Development Representative (SDR) speaking to a prospect and determine they are ready to talk with a closing rep now. Then, the SDR can Live Handoff this prospect to the correct rep by seeing who is currently available now and booking a meeting on their calendar.

What is Handoff Live's Purpose?

Handoff Live is for fast-moving organizations that want to route to another team instantly while taking instant availability and fairness into account. The faster a prospect moves without days to set up another meeting, the more likely they are to continue in the sales cycle.

One reason your organization would use Handoff Live vs. Standard Handoff booking is if your team has a simple qualification process and wants to get prospects who are the right fit into conversations with a closing rep live when they are already on a call with another team member. If speed is essential in your Handoff process, Handoff Live is for you!

How to set up Handoff Live?

This section is dedicated to Admins and Workspace Managers.

Through your Handoff Router's flow builder, after selecting your Routing Rule, select Handoff Options you will see two branches: one for Live and one for Later. 


Within the Handoff Options Node, you will see two options:

  • Connect Now (Handoff Live): Connect the prospect to the assignee instantly. This is the option for when the meeting is being booked live. For example, when the person booking the meeting is live on the call with the prospect.

  • Schedule For Later: Schedule a time for the Prospect to meet with the Assignee. This is if the meeting is not booked live or is for later.

After including the Handoff Options node, you will see one path for Live and one for Later. If you click the plus (+) button, you can select Display Calendar, where you can have specific Distributions, Meeting Types, meeting-created settings, and CRM actions for this path.

When the booker opens the scheduler, if they click on a path that contains both the Live and Later options, we will default them to the Live view. We will book using the Schedule for Later path if Live is toggled off.

Once your Live options are added to your Handoff Router, your setup for Handoff Live is done!

Handoff Live for End-Users

Users can launch Handoff Live through:

The main difference in the user experience with Handoff Live is knowing who is available NOW and considering fairness and calibration. This is known based on the calendar availability of the assignee to whom you are handing off the meeting.

When booking with Handoff Live, you will see who is available now and then the unavailable users. Depending on your admin settings around changing this, you will book with who is selected and available now.

If no one is available, at the bottom of the Scheduler's left-hand options, you can toggle off Handoff Live, and you will have new options for booking the meeting for later.

Live Tag

If the router is using Handoff Live, it will have the green live tag on it. This tells you Handoff Live is a part of this Handoff Router.

Handoff Live Toggle

This allows you to turn on and off Handoff Live from the Router. When on, you will book using Handoff Live; when off, you will book utilizing the normal Handoff or Schedule Later path.

This toggle is at the bottom of the Scheduler's left-hand options.

Example Use Case: Handoff Live

Our most common use case of Handoff Live is when an SDR or BDR does a live Handoff to a member of the closing sales team.

Let’s say your team's BDR just called a prospect and has done all the qualifying questions. They are an excellent fit for your company's tool, AND the prospect wants to talk to a closing team member to get the deal going! Why would you delay and set up a meeting later when the prospect is ready now? 

Your BDR will open the Handoff Scheduler, and using your Handoff Live Router, they can see who is available now for a meeting from the closing sales team, who is the correct rep to talk to the prospect based on your company’s rules, and who is up next in your Distributions. This is all done instantly, with Handoff Live taking all the calculating and checking away from the user.

Based on these conditions, your BDR finds the right rep and books a meeting for now, actually. Based on the Meeting Type details you add, you can have the prospect jump into that meeting or transfer them on a live call - whatever works for your process. The sales cycle continues with no days or weeks gaps for the next meeting!

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