How do I set up Enrichment in a Chat Journey?

Enrichment in a Chat Journey lets Chili Piper fill in data fields from an enrichment provider – LeadIQ, Apollo, Lusha, or ZoomInfo – as soon as the visitor has shared their email. Enriched fields are used by downstream routing rules, carried into the booked meeting record, and automatically suppress later questions in the journey that would ask the visitor for information Chili Piper already has.

Table of Contents

• When to Use Enrichment in a Chat Journey
• How Enrichment Reduces the Questions Visitors See
• Requirements
• How to Set Up Enrichment in a Chat Journey
• Verifying Enrichment in Chat Logs
• Limitations
• Writing Enriched Fields Back to Your CRM

When to Use Enrichment in a Chat Journey

Enrichment is the right choice when you want the journey to do more work with fewer visitor questions. Common scenarios:

• The journey captures email first and the routing rules depend on firmographic data such as Country, Company Size, or Industry that the visitor is unlikely to type into chat;
• You want the booked meeting record to carry enriched fields into CRM notifications, calendar invites, and downstream automations;
• You want to keep the journey short by only asking the visitor for fields that the enrichment provider does not return.

How Enrichment Reduces the Questions Visitors See

Once the Enrich node has populated a data field, any later Send Data Field node that asks the visitor for that same field is skipped automatically. This applies to both Chat and Chat AI. The behaviour lets you design a journey that tries to enrich first and falls back to asking only when enrichment does not return a value.

Example journey:

1. Send Data Field node asking for Email;
2. Enrich node populating Company Size from the Person Company Size waterfall;
3. Send Data Field node asking for Company Size.

If the provider returns a Company Size for the visitor's email, step three is skipped and the visitor is never asked. If the provider returns nothing, step three runs and the visitor is asked directly.

The same logic applies field-by-field when a single Send Data Field node asks for several fields: enriched fields are dropped from the prompt and the visitor is only asked for the ones that are still empty.

Note: The Enrich node needs at least one identifier – usually email – to look up a record. Place the Enrich node anywhere after the Send Data Field node that captures email. Before that point, there is nothing for the provider to match on.

Requirements

Enrichment in a Chat Journey uses the same providers as enrichment in Concierge. A paid plan with one of the following is required:

• LeadIQ Enterprise;
• Apollo Basic or higher;
• Lusha – any plan, including free;
• ZoomInfo Copilot – any tier, with API SKU enabled.

Authentication is handled through the Integrations page, or directly from the enrichment setup while building a waterfall. Credentials vary by provider: LeadIQ and Lusha use a single API key, Apollo uses OAuth, and ZoomInfo uses service-account credentials (Username, Client ID, Private Key). Provider connections are shared across workspaces, so a provider only needs to be connected once per tenant regardless of how many journeys or routers use it.

How to Set Up Enrichment in a Chat Journey

1. Add the Enrich Node

In the journey's Flow Builder, click the + at the point in the journey where enrichment should run – anywhere after the Send Data Field node that captures email. Choose Enrich under the Tools category. The node is labelled Enrich in the palette; the feature it configures is called Enrichment throughout this article.

2. Select Data Fields to Enrich

Open the Enrich node. The right panel shows Enrich your Data Fields with two columns: Data Fields and Enrichment.

1. Click Add Data Field to Enrich;
2. In the Data Fields column, pick the data field to enrich (for example, Company Size);
3. In the Enrichment column, pick or create the Enrichment Waterfall that will enrich it.

Each row in the panel assigns one data field to one waterfall. Add as many rows as you want enriched.

3. Build the Enrichment Waterfall

A waterfall is an ordered sequence of providers. Chili Piper tries each in turn and stops as soon as one returns a value.

In the Enrichment column, use the dropdown to pick an existing waterfall or click + Create New Waterfall. In the waterfall editor:

1. Give the waterfall a name (for example, Company Size);
2. Add providers in fallback order by clicking + Add Enrichment Data Source. Each entry points to a specific provider and the path to the field within that provider's schema (for example, Apollo > Person > CompanySize);
3. Reorder the sequence by dragging the handle on the left of each row;
4. Click Apply to save the waterfall. Apply as a template if you want to reuse it across multiple journeys.

Providers that show NOT CONNECTED in the list will not run until connected – see the next step.

4. Connect a Provider

To connect a provider directly from the waterfall editor, click Connect next to the provider's row. Chili Piper opens a connection modal specific to that provider: LeadIQ and Lusha use a single API key, Apollo uses OAuth, and ZoomInfo uses service-account credentials (Username, Client ID, Private Key).

Alternatively, providers can be connected up-front from the Integrations page.

5. Set the Enrichment Timeout (Optional)

The Enrichment Timeout controls how long Chili Piper waits for provider responses before continuing the journey. If data arrives after the timeout, it is not considered for downstream routing rules or for suppressing Send Data Field questions.

In the Enrich node's right panel, click the gear icon next to the Enrichment column header.

Set Wait time (in seconds) and click Save.

Note: Enrichment runs in the background while the journey continues. If the waterfall is still running when a later Send Data Field or routing rule needs the enriched value, Chili Piper waits up to the Enrichment Timeout before proceeding without it.

6. Publish the Journey

Use the Publish control in the top-right of the Flow Builder to apply the configuration. Already-live journeys pick up the change on the next visitor session.

Verifying Enrichment in Chat Logs

Chat Logs mirror the journey visually. Click the Enrich node in a logged session to see which data fields were requested, which provider returned each value, and which fields were left empty. Downstream Send Data Field nodes that were suppressed by enrichment are shown as skipped on the same view.

Note: The node-detail view for the Enrich node in Chat Logs is being rolled out progressively. If the view is not yet available on your tenant, the enrichment result is still visible on the booked meeting record and on the visitor's session data.

What to look for

• The data field the waterfall targeted;
• The provider that returned the value (or that no provider returned a value);
• Any Send Data Field nodes downstream that were skipped because the field was already populated.

Limitations

• Enrichment availability depends on the provider returning data for the visitor. If no provider returns a value, the field is left empty, any downstream Send Data Field node asking for it runs as normal, and routing rules that depend on it will not match;
• If the Enrichment Timeout elapses before providers respond, the journey proceeds with the data available at that point;
• The Enrich node cannot run before the visitor has shared an identifier. Place it after the Send Data Field node that captures email;
• Per-IP testing rate limit: five enrichment-triggering journey runs per 10 minutes per IP address. If more test volume is needed, use different IPs, a VPN, or spread test runs across a longer window;
• Enrichment providers generally return best results when first name, last name, company name or domain, email, or LinkedIn URL are supplied. Email alone is sufficient to match a person in most providers, but passing more fields improves accuracy.

Writing Enriched Fields Back to Your CRM

Enriched fields are used by routing rules and written into the booked meeting record automatically. To persist them to your CRM (Salesforce or HubSpot), two things need to be in place:

1. The Chili Piper data field is mapped to the CRM field in Admin Center > Data Fields. See Setting up Data Fields § Mapping to CRM;
2. An Update or Create Record node (under the Action category in the Flow Builder) is present on the path the visitor takes. The node can sit immediately after the Enrich node (always run), on the Scheduled branch (only run if a meeting is booked), or on the Not Scheduled branch (only run if no meeting is booked). Place it according to when you want the CRM write to happen.

If the data field is not mapped to a CRM field, or if no Update or Create Record node sits on the visitor's path, the enriched value remains on the meeting record but is not written to the CRM.

Overwriting existing CRM values

By default, enrichment writes to a CRM field only when that field is empty. To allow enrichment to overwrite a value that already exists on the record, enable Override on that data field in Admin Center > Data Fields. For empty fields, Override is not required.

Related Articles

• How do I set up Post-Form Enrichment in Concierge? – the Concierge equivalent of the Enrich node;
• Enrichment for Form Shortening – the pre-form version that hides fields on HTML, Marketo, Pardot, and HubSpot forms;
• Creating a Chat Journey – journey nodes and flow builder basics;
• Setting up Data Fields – create data fields and map them to CRM fields.