How do I book meetings with Chili Piper using Fin for Sales?

Intercom's Fin for Sales can hand qualified leads to Chili Piper Concierge for routing and scheduling. When Fin identifies a sales-qualified lead, Concierge assigns the right representative and offers a meeting through the Intercom Messenger, email, or SMS. Routing and availability stay governed by your Concierge router.

The connection is set up inside Intercom. This article covers the Chili Piper side you need to prepare first, then points you to Intercom's documentation for the steps that live in Fin.

Table of Contents

• What does this integration do?
• Prerequisites
• Generate your Chili Piper API token
• Connect and configure in Intercom
• How routing and availability work
• Limitations
• Troubleshooting

What does this integration do?

• Qualify then book: Fin for Sales identifies a sales-qualified lead and hands the visitor to Chili Piper Concierge to schedule a meeting;
• Messenger experience: the visitor books through an inline calendar widget inside the Intercom Messenger;
• Email and SMS experience: the visitor receives a Chili Piper Concierge scheduling link;
• Your routing rules apply: Concierge assigns the representative using your router logic (territory, region, round-robin);
• Reporting: bookings appear in Fin for Sales reports, with meeting details written back to the Intercom contact.

Prerequisites

Before you begin, make sure you have:

• A Chili Piper admin role, which is required to generate an API token;
• An active Concierge Webform router with a calendar displayed on at least one path (see Creating a Concierge Router). Only Webform routers with a calendar can be selected in Fin;
• The Webform fields you plan to map from Intercom (for example country and region) already configured on that router;
• Admin access to Intercom Fin for Sales.

Generate your Chili Piper API token

This is the one step you complete inside Chili Piper. Generate an API token in the Command Center and paste it into Intercom. For the general token steps, see Edge API References – Generating and Managing Your Tokens.

Give the token a recognizable name (for example Fin integration) and enable the following permissions:

• API: All permissions;
• Concierge: All permissions;
• Logs: All permissions;
• Tenant: Read;
• Webhook: Create, Read, Remove.

Copy the token immediately and store it somewhere safe. It is shown once and cannot be retrieved later.

⚠️ Warning: The integration stops working if this token is deleted or has its permissions changed to remove a required scope. If bookings stop, restore the permissions above, or generate a new token and update it in Intercom.

Connect and configure in Intercom

The remaining setup happens in Fin for Sales: connecting the token, selecting your router, and mapping contact fields to your Webform. Intercom maintains the current, step-by-step instructions for their side of the integration.

Follow Intercom's guide: Book meetings with Chili Piper using Fin for Sales.

When you connect, Intercom validates that your token carries every required permission and registers a booking webhook with Chili Piper automatically. When you select a router, only compatible Webform routers with a calendar are available to choose.

How routing and availability work

• Representative assignment is set by your router. Territory, region, and round-robin logic all come from your Concierge router. To change who receives a lead, adjust the router in Chili Piper rather than settings in Fin;
• Field mapping depends on your Webform. Fields mapped from Intercom (such as country code and region) bind to the matching fields on your Concierge Webform. A field that does not exist on the Webform has nothing to map to;
• Availability window. By default, the router looks for representative availability within a 60-day window.

Limitations

• Only Concierge Webform routers with a calendar on at least one path are supported;
• Field mapping is limited to fields that already exist on your Concierge Webform.

Troubleshooting

• Bookings are not appearing: confirm the API token is still valid and carries all required permissions, then check your Concierge logs to see whether the routing request reached Chili Piper;
• The router does not appear in Fin: confirm it is a Webform router with a calendar displayed on at least one path;
• A mapped field is not populating: confirm the field exists on the Concierge Webform with a matching name;
• The connection or field mapping in Fin: these steps live in Intercom. See Intercom's integration guide.

If you still need help on the Chili Piper side, contact Customer Love at support@chilipiper.com.