Chili Piper Legacy to Fire Translation Guide: How to Navigate Our New Fire Platform

Welcome to Chili Piper Fire! In addition to an updated UI, you might notice a few new concepts when you upgrade to Chili Piper Fire.

We created this guide to help you navigate the new platform — and figure out where to find your old Legacy functionality in the Fire platform.

New Fire Platform Assets 

One of the most significant updates is we deconstructed Queues and turned them into reusable components.

“Queues” in Legacy = “Distribution + Rule + Team” in Fire

In Legacy, we used “Queues”. Each Queue would contain a

• Routing rule (how you wanted Meetings to be routed)
• Team (who you’d want those records to be assigned to)
• Distribution (how the Meetings are distributed across the Team)

In Fire, we split all of these components up so you can reuse them across other product Routers or Chat Journeys.

A Queue in Legacy → a ‘path’ in Fire with a Rule, Team, and Distribution

What Are Distributions, Rules, and Teams?

In the Fire Platform, each Workspace can have multiple products. In each Workspace, Admins can create a set of reusable Assets once and use them across all of their Chili Piper products. Our new reusable Assets are:

• Teams - groups of Users to use for routing and Distribution across your Chili Piper products. 
• Rules - groups of conditions to determine assignment across your Chili Piper products.
• Distributions - a set of conditions to ensure fair Distribution of Meetings, Prospects, and Records across your Teams. Distributions include a distribution algorithm, a Team, and calibration settings.

Here’s an example of how we use Teams here at Chili Piper.

Why We Made This Update

It all comes down to reusability.

In our Legacy product, admins needed to remember which Queue each person was in and which the rules were in each queue. 

If they needed to make an update, they had to go into each queue to update the users and rules for that specific queue. If they had a group of users used across multiple queues — they had to make that same update repeatedly. And then they crossed their fingers, hoping they didn’t miss anyone. 

In Fire, admins update 1 asset, and it’s automatically updated anywhere that asset is used.

For a more detailed explanation, please see this short video on reusable Assets.

Form Mapping Becomes Data Fields

What you might know as ‘Form Mapping’ in Legacy Workspaces has been updated to Data Fields in the Admin Center. Data Fields are reusable properties used throughout Chili Piper's Demand Conversion Platform. They allow you to capture visitor data against a data type structure and sync it to mapped CRM fields.

You can think of Data Fields in terms of data that you might collect from a form. But what’s cool about Data Fields is that you can decide whether or not you want them to map to your CRM. And if you don’t want them to map to your CRM, you can still route based on those Data Fields. 

Additionally, you can create Routers that route off Data Fields OR CRM data. In Legacy, you couldn’t route off form data unless it mapped to a CRM field.

Legacy (form mapping in every WS) → Fire (map a data field once and use it wherever)

Why We Made This Update

Again, we want you to be able to reuse your Chili Piper assets for more streamlined management.

In our Legacy product, Forms were built and have a one-to-one relationship to a Concierge Router or Meeting Type. If you were collecting the same information, you had to create multiple forms for every use in every Workspace.

In Fire, Data Fields allows you to reuse your fields in all our products - Chat, Concierge, and ChiliCal. 

Looking For More?

We got you covered with migration guides: Check out What's New in Our Demand Conversion Platform