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Demand Conversion Platform - Custom Button for Marking a No Show via Salesforce Event

Jorge Ferreira Filho
  • Updated

Who can use this feature?

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You can build a custom button in Salesforce to mark a Meeting as a No Show. This will automatically update a custom field ("No_Show_CP__c") in Salesforce, facilitating your reporting and allowing you to credit back a rep when the prospect doesn't attend the meeting with just one click!

If you have not been upgraded to the Demand Conversion Platform (Fire), check this article instead.

Table of Contents

Initial Notes

Before covering the setup steps, there are a few important matters to consider:

  • The Salesforce Event must have been booked via Chili Piper (Fire) for this button to work

  • An apiToken= parameter must be generated from the Chili Piper UI and appended to the end of the URL. This step requires Chili Piper Admin Access. We will cover how to generate this token in the Setup Instructions.

  • Assuming the token is valid and has the proper permissions, a user does not need to be logged in to Chili Piper to be able to mark a Meeting as a No Show.

  • You will need Salesforce Setup access and the ability to create a Custom Button and add it to the page layout to create this Custom Button.

  • If you’re expecting the "No_Show_CP__c" custom field to be updated on the Event, Lead, and/or Contact Objects, the Chili Piper Integration User for your account must have Read and Edit permissions for this field in Salesforce.

  • The URL Endpoint accepts both 15 and 18 Digit Salesforce Event Record Id’s

Expected Behavior

Once the custom button is created successfully and added to the Salesforce Event Page layout, when a User clicks on the button, a new tab is opened with the No Show URL, including the Salesforce Event ID and authentication token.

If the request is successful, the page will display: { “success”: true }

When this happens::

  1. The Chili Piper system will receive the No Show for Round Robin purposes. This is when the meeting assignee is credited back for the No Show (if applicable).
  2. The Salesforce Event Custom Field "No_Show_CP__c" will be updated to true from its default value of false
  3. The Salesforce Lead or Contact Field "No_Show_CP__c", of the Record related to the Event, will also be updated to true.

In the Workspace Level Meetings Activity Dashboard view for a meeting marked as a No Show, we should see the meeting reflected like so:

In the end-user MyApp ChiliCal's view, we should also expect to see the value updated:

 

What if a meeting is rescheduled?

If a meeting has been marked as a No Show, and that meeting is rescheduled either via a Reschedule URL or by the time being moved manually with the User’s Calendar, we expect the No Show field on both the Event and related Lead or Contact to be reset to the value of false.

If you have added the "Reschedule_CP__c" custom field to the Event, each time a meeting is rescheduled, we will expect the field to increase by a value of one (1). Zero (0) is the default value.

Setup Instructions

The instructions below share the details on creating the Chili Piper API Key and Salesforce Custom Button.

If you are a Legacy Chili Piper client who already has the Legacy No Show button setup, you can either:

  1. Add a net new custom button for the Demand Conversion Platform (Fire).
  2. Adjust your current Custom Button with the new URL.
    1. Note that if you go this route, once it’s saved and updated, any No Shows marked against a Legacy Chili Piper meeting will no longer be supported or marked as a No Show within Salesforce.

Now, let's proceed to configure the button in Salesforce:

1. Generate an API Access Token from the Chili Piper application.

You must be a Chili Piper Admin to follow the steps below.

  1. Navigate to Admin Center → Integrations → API Access Token
  2. Click “Generate Token” Button
  3. Name your token (ie "Salesforce - No Show Button")
  4. Set Permissions Meetings.Modify and Meetings.Read
  5. Click "Generate"
  6. Copy and Save Access Token. Note that after closing this pop-up, you will no longer be able to copy it, so be sure to save it somewhere. Otherwise, you will need to create a new one.

Check this article's section if you need any further assistance in the API Token generation. 

 

2. Create Salesforce Button

  1. Setup → Object Manager → Event → Buttons, Links, and Actions
  2. Click New Button and configure it as:
    1. Label: “No Show" (the label can be any value you choose for your team; it does not need to be "No Show")
    2. Display Type = Detail Page Button
    3. Behavior = Display in New Window
    4. Content Source = URL
    5. URL to Input = 
      https://fire.chilipiper.com/api/fire-edge/v1/org/crm/noshow/{!CASESAFEID(Event.Id)}?apiKey={Your_API_Token_Here}
    6.  Important: You must replace the value for {Your_API_Token_Here} with the API Token Value from Step #1.
    7. Double-check the syntax & Save the button. The screenshot below shows how it should look within Salesforce Setup:

3. Add the Button to the Event Page Layout

  1. Now that the Custom Button is available in Custom Buttons, navigate to a real Event record, click the Gear Icon on the page → "Edit Page"


    2. Click into the "Highlight Panel", then click "Add Actions" on the Right Panel, search for the name of the Button that you created, and Add it to the Page. Add Button to Lightning Page.gif

The above gif aims to generally show how to add a button to the Salesforce page layout, and is not specific to this particular button. 

Test to confirm behavior

Once the button has been added, schedule a test meeting via your Chili Piper link or the ChiliCal Scheduler against a test Lead or Contact in Salesforce.

Find the test Event Record in Salesforce and click the No Show Button.

Wait a few seconds, refresh the page, and check if the No Show checkbox is set to true. If it does, then the button will work correctly for your users within Salesforce. 

Final Notes (Advanced)

  1. If you’d rather run the API request to set the No Show via a Salesforce Screen Flow or some other more advanced method, this is possible, assuming you add chilipiper.com to the allowlist in Salesforce Remote Sites Settings.
  2. Should you wish to track when the No Show or Cancel Custom fields are set to true, some clients have created custom Date fields on the Activity Object, such as:
    1. Became_a_No_Show_On__c
    2. Became_a_Cancel_On__c
    3. Last_Rescheduled_On__c 
  3. Then, use a Salesforce Flow to set the date values against these fields upon certain field updates, such as No_Show_CP__c being set to true.

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