Trigger Email Outreach Post Chat

Not every visitor to your chatbot will book a meeting right away. Some may leave the chat, decline to schedule, or ask about something else. With Chili Piper Chat, you can still follow up automatically using your existing email tools.

The process is simple: use Chat to update a field in your CRM. Once the field is updated, that change becomes the trigger for your email outreach tool, whether it’s Gong Engage, Outreach, Salesloft, or another system.
 

Steps to Set Up an Email Follow-Up Post Chat

1. Configure your Chat Journey

• In your Chat journey, add an Update Field node. In this example, we will add it to our "not scheduled" path, where the website visitor was given the option to book a meeting but did not. First, we will ensure the lead or contact is created, and then we will add an update field node.

  
   

• From the Update Field node, choose the CRM field you want to use as the trigger (for example: Engage Flow Status).
• Define the value to update based on the outcome (For example: In progress).

2. Build your cadence content

• Prepare a short follow-up sequence designed for chat visitors who do not book a meeting.

3. Create an automation in your email tool

• In the example below, we are using Gong Engage automations to trigger an email flow from this field update.

Here’s an example of how this looks in practice:

• Chat Outcome: Prospect enters chat but does not book a meeting.
• CRM Update: The Chat Outcome field in CRM has been updated.
• Automation Trigger: Email tool looks for a CRM update to trigger an action.
• Action: Prospect is automatically added to an email cadence.