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Setting up Concierge Live in the Demand Conversion Platform

Jorge Ferreira Filho
  • Updated

With Concierge Live, you can instantly connect with your hottest leads over the phone, bypassing scheduling meetings. This feature enables real-time conversations, ensuring your sales team can engage prospects at the peak of their interest.

This article will set you up with the most basic version of Chili Piper's Concierge Calls.

Table of Contents

Concierge Live - End-User Setup

When you set up the Concierge, you probably wonder how often you will receive phone calls. The first thing to note is that you will only be eligible to receive calls if you have:

  • Verified their phone numbers
  • Their Online toggle is on
  • Their Working Hours/Custom Schedules are set

1. Verify your Phone Number

Reps assigned to live calls need to have their respective phone numbers verified so incoming calls from prospects can be completed.

To do that, have each rep to do the following:

  1. Log in to MyApp.

  2. Click your name in the bottom-left, then "Personal Settings," and you will notice a field to add your Phone Number.


  3. Enter your phone number and click "Verify". You will then be prompted to verify the phone number via phone call. Click "Next". 


  4. Pressing "Call Me Now" will give you a code that you can enter once you receive a call to verify your phone then.


  5. Upon entering the correct code, you will see a confirmation that your phone has been verified. 

 

2. Set Yourself Online

In the bottom-left, where you see your name, click, and you will see an Online toggle that you can use to mark yourself available or not. If you are not set as Online, calls will not be routed to you.

 

3. Set up your Working Hours and Availability Schedule.

An end-user's availability to receive calls also relies on calendar availability, so we must ensure reps are available when expected to receive them.

If your Admin set the Meeting Type to overwrite the Host’s default schedule, you will receive phone calls within the Meeting Type’s hours defined by your Admin:

If your Admin sets the Meeting Type to respect the host’s default schedule, you will receive phone calls about your availability:

We recommend checking this dedicated article for Working Hours and this one for Custom Schedules.

Concierge Live - Admin Setup

This section is dedicated to Admins and Workspace Managers.

We will cover all required steps to ensure your reps and assets are ready for Concierge Live before we move to the Concierge Router Setup

 

1 - Create a Meeting Type

The Meeting Type is where you will define what the meeting template will look like, and also other important settings such as the meeting duration, buffers, and many more. We recommend checking this dedicated articleto learn each Meeting Type feature in more detail.

Some recommendations from our side to consider while setting this up:

  • Use a short duration, such as 5 or 10 minutes. Short durations tend to give more availability since the call will only happen when reps are available in their calendars. Anyway, this is up to you!

  • Use a name that is easy to identify and that will be used only for Concierge Live. For example, "Concierge Live", or "Live Calls". This should facilitate Admins and Workspace Managers in quickly identifying the Meeting Type and updating it if needed.

  • You can set a specific schedule for the dedicated Meeting Type in the Schedule section.

 

2 - Create a Team

Now, we will create a Team to accommodate the reps that will be available to receive live calls! Check this article for more details on how to set up a Team.

If you have already done that, please proceed to the next step.

 

3 - Create a Distribution

After creating a Team, we need to associate it with a Distribution and their settings to ensure a fair/correct distribution for prospects requesting a live call.

Click here for more details, or skip to the next step if you already did that!

 

4 - Create Your Rules

This step is dedicated to Admins and Workspace Managers.

Within your Router setup, at some point, we will include Routing Rules to ensure only qualified prospects have the possibility to initiate a Live Call.

If you haven't done this yet, check this article to learn more about Rules!

Concierge Router Setup

Once you set up all required assets, it's time to work on your Concierge Router setup! The steps below are dedicated to Admins and Workspace Managers.

 

1 - Setup your Trigger

If you are creating a new Router from scratch, you will need to setup your Trigger and also ensure your form mapping is correct there. If this is already done, you can proceed, otherwise, we recommend checking this documentation for more details about these!

 

2 - Add Routing Rules

Time to add a Routing Rules node to ensure only qualified prospects proceed in your flow! Click the + sign after the Trigger, and click Routing Rules.

There, you will be able to add the Rules you want, or create one from there if you haven't yet.

 

3 - Configure your Display Contact Options node

Click the + sign again after the Routing Rules, and select Display Contact Options


Display Contact Options corresponds to showing the prospect two options: Request a live call or Schedule a meeting. Depending on what the prospect selects here, they will be routed either to Call Rep node or Display Calendar node below.

 

4 - Configure your Call Rep Node

Within this node, we will set the behavior for when a call is initiated by the prospect.

  • Route Call To: Within this setting, we will define to which rep(s) the calls will be routed to among the following options:
    • Team or Team Member via Round Robin: By selecting this option, you can add a Distribution to have the calls routed via Round-Robin between the associated Team. Note that if you select a Strict Round-Robin Distribution, we will only call the rep assigned as the next in line.
    • Owner: The Team is selected based on the chosen Routing Rule for this path. This means you need to select a CRM Ownership rule as a Routing Rule, and then we will verify if the object owner evaluated in the Rules is a Team Member. This option is unavailable if your Routing Rules is a Without Ownership one.

    • Individual: Calls will be assigned to one specific rep only.

  • Meeting Type: Here, we will assign a Meeting Type to this node. 

  • Pick up time: Select how long we should wait for a rep to pick up before calling the next available rep. For example, if you keep it as 25 seconds, we will try to call each rep for 25 seconds, and if there's no response, move to the next one, and so on. We recommend keeping this setting at 20 seconds minimum.

  • Call Attempt Limit: Select how many reps we should call before letting the Prospect know that no reps are available. We usually recommend using the same number of users you have in the associated Distribution (if applicable) to ensure all reps are called. Reinforcing that if you select a Strict Round-Robin Distribution, we will only call the rep assigned as the next in line.

5 - Configure your post-call flow

After the call is connected, you can redirect your prospect to a page immediately or after the call ends using the Redirect To node.

You can also set up all the CRM actions that are available on regular scheduling paths.

What happens if no one is available for a Live Call?

There are two scenarios when no one is available for a Concierge Live call: 

  1. Chili Piper detected that some reps in the Distribution / Individual / Owner assignment are available. The prospect selected the live call option, but for some reason, no one answered (e.g. the sales rep went out for lunch and forgot to mark it on their calendar) 
  2. Prospect qualified for a live call, but Chili Piper detected that no one is available at the time (e.g. it is outside of the availability schedule)

First scenario

If no one is available and the Display Calendar node is configured on the "Doesn’t pick up" path, Chili Piper will show the prospect the option to schedule a meeting. 

 

If the Display Calendar node is not set on this path, Chili Piper will show the same screen but without the option to schedule a meeting. Then, it will follow the rest of the actions on this path, including redirects and CRM actions, if any.

Second scenario

If a prospect qualifies for a live call option but Chili Piper detects that nobody is available for a live call right away, it will not show the option to request a live call and will redirect the prospect to the “Meeting” path.

The prospect will see the calendar right away and will be able to schedule a meeting for the future. You can also set redirects and CRM actions to happen after that.

Testing your Router

Now, you are ready to test your Live Call router! For the calling functionality to work with your Router, please ensure you are:

  • Marked as available in Chili Piper
  • Not outside of your working hours/availability schedule
  • Your calendar is available during the testing period.

To test it can embed your router under a webform (more details here) or test it with the Router's Scheduling Link itself:

Receiving a Live Call - End-User Experience

So you are getting a phone call....that means you're up in the Round-Robin. What do you do? 

With Chili Piper's Concierge, you don't have to be afraid of who's on the other end.  Concierge makes it super easy to help you know how to handle a call.

When you receive an inbound call, as a heads-up, we will announce the name of the prospect calling. We will then ask you to press "1" to connect to that person on the other line.

Meanwhile, your prospect will see that we are connecting them in real time:

Once you "Press 1 to accept", that Lead/Contact is yours, and the prospect will see that you are giving them a call. Your phone should start calling the prospect phone number that they inputted into the form. 

If your Team has integrated with Slack (more details here), you will receive a Slack notification alerting you about the incoming call:

 

We also create a calendar event with the info from the prospect's form submission, supplying some context about the prospect requesting the phone call. 

Once that call has ended, the calendar invite's end time will be truncated to the time at which the call ends to allow you to become available for another call.

Prospect's Live Call Experience

If the prospect matches a rule that leads to the Display Contact Options node, they will see two options to connect:

If the prospect selects the Call me now option, Chili Piper will check if they entered a valid phone number. If the number is invalid, Chili Piper will ask them to enter a valid one.

 

Once the number is verified and valid, the prospect will see this screen:

When the Chili Piper user picks up, Chili Piper will call the prospect. The prospect will see the following screen:

Once the Chili Piper user and the prospect are connected, Chili Piper will proceed to the rest of the path, including any redirects set up on the path and CRM actions.

Is the Prospect's Live Call Experience Customizable?

You can customize the message to display for prospects, depending on the settings you configure, and personalize the label on the call button.

These settings are configured within Branding & Language > Language & Copy on the Admin Center (available to Admins only) and/or Workspace level (available to Admins & Workspace Managers). 

Concierge Live FAQ

Q: How does Concierge know I'm available for a call?

A: Based on your Calendar Availability plus Availability Schedule in the Meeting Type or your personal Availability Schedule, and if you're already on a Concierge call.

Additionally, you must have a certain amount of time available on your calendar in the future; that duration is based on the duration of the related Meeting Type in Chili Piper plus buffers.

For example, if the template duration is 15 minutes, then your calendar must be "Available" for the next 15 minutes (without considering buffers). Due to this, we recommend using a short duration in your Meeting Type. 

The purpose of this is to ensure a user doesn't receive a call without enough time for their next appointment or the end of their workday. The more often a user is available, the higher the chances you should receive a call request.

Q: Why do a rep receive fewer calls than their colleagues?

A: If the Distribution algorithm is a Flexible Round-Robin, the number of calls you get may fluctuate depending on how busy you are on your calendar and the number of prospects requesting a call. Consider using a Strict Round-Robin if you want to follow a strict order, no matter if that impacts availability or not.

Q: Will I be getting calls outside of Working Hours?

A: No, we respect your Working Hours/Availability Schedule either in the Meeting Type or in user settings. The "Talk Now" option will not be displayed if no reps are available.

Q: If I have a call in 5 minutes, will the Concierge still call me?

A: No, we give you plenty of time to talk to your prospect. If you are about to get on a call, we will call someone else if it's a Flexible Round-Robin. If nobody else is available, or if you use a different Distribution algorithm (Owner, Strict Round-Robin, Individual), we will automatically prompt the prospect to schedule a meeting with you or your Team later.

Q: My team already uses a phone system (TalkDesk, DialPad, RingCentral, etc.). Can I connect that number to my Chili Piper profile?

A: Yes, this is supported. You should check with your Chili Piper admin which system is best for calls for your Team. You will likely be double charged on phone usage using your Salesloft or Outreach phone number.

Q: Can I use my cell phone?

A: Yes. We recommend saving the number that Chili Piper calls you from and adding it as a priority number so that you can be alerted instead of having the call screened and sent to voicemail in case your phone is on "do not disturb" during work.

Q: Every time I press 1 to accept a call, the call hangs up on me. What can I do?

A: First, report this to your Chili Piper admin and co-workers to see if this is happening to other users. It may be a misconfigured "Form Mapping" problem with the "Phone" field that can solve this.

However, if this issue is only happening to you, the Prospect's Phone Carrier may be blocking your Phone Number that is calling the prospect. In this case, register your telephone number with the analytic providers.

To reach the major mobile carrier's analytic providers, you can register the telephone numbers at www.freecallerregistry.com. To reach T-Mobile's analytic provider directly to register numbers, please go to www.calltransparency.com to register numbers. Going directly to the analytic provider has a faster turnaround when being registered / the call is being delivered to the end user.

Q: Does Chili Piper create an Event in Salesforce when the call is accepted?

A: Yes, we do! We add Type: Call onto the Event.

 

Q: If the CRM Event is created, how does the startTime and endTime look like?

A: We create them with the StartDateTime set for the time when the call was accepted, and the EndDateTime is when the Meeting Type is over. For example, the Meeting Type duration is 5 minutes, and the end time is calculated 5 minutes after the call is accepted.

 

Q: What happens if the prospect doesn't connect with a rep for any reason?

A: For Live Calls, the behavior can be defined within each live call path, more specifically on the “rep doesn’t pick up” path:

 

You can choose to offer the prospect to schedule a meeting if no rep is available. In the Display Calendar node, you can select any Distribution to route the meeting.

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