October was a big month. Our October 30 launch helps you turn more website visitors into pipeline, from the first hello to the follow-up after they leave, and we shipped plenty more along the way. Updates are grouped by product area and labeled with the plans they're available on (see what the labels mean at the end). Here's what's new.

🚀 Web Experiences

Personalized messages for every visitor

Available to all tiered pricing customers and Chat customers

Set rules inside a single chat flow to change what each visitor sees. A returning visitor gets a "welcome back," a target account gets its own message, and everyone else gets your default. Personalizing used to mean building and maintaining a separate flow for every audience. Now one flow covers every version, so it's easy to keep current.
 

Chat AI personalizes what it says

Available to Scale (formerly ‘Experiences’) customers and Chat AI customers

Instead of a fixed greeting, Chat AI writes its greeting and replies for each visitor using what you already know about them, like CRM data, details passed in from your website, and previous visits. You still control its tone and what it can and can't say, and you don't have to build rules for every scenario.
 

Chat AI sends visitors to the right page

Available to Scale (formerly ‘Experiences’) customers and Chat AI customers

When a visitor asks about something like pricing or a competitor, Chat AI answers, then offers to take them to the page with more detail. Every redirect shows up in Chat Logs.
 

Redirect to URL in Chat and Scheduling flows

Available to all tiered pricing customers and Chat customers

Send visitors to another page from a flow, like your demo form with their email filled in when the calendar times out, or a thank-you page after booking with UTMs kept for attribution..

Learn more in our support article.
 

Match visiting companies to Salesforce accounts

Available to all tiered pricing customers

When we identify the company behind an anonymous visit, Chili Piper looks up the matching Account in Salesforce. The visitor is treated as an existing account and can be routed to its owner before they share an email.

How to turn it on: It's in the new Matching Hub tab and is on by default. It matches on the Account's website field or a custom query. If we've already matched the visitor another way, like by email, that match wins. Salesforce only for now.

Also new in Web Experiences:

• Update multiple owner fields: the Update Ownership node now works like Concierge, so you can set the AE and the Solutions Engineer in one step (All customers). Learn how
• Full-height Chat: dock Chat as a drawer down the side of the page instead of a pop-up in the corner (All tiered pricing customers and Chat customers). Learn how
• Copy all subsequent nodes: pick a point in a flow and copy everything after it, from the + menu where you add a node (All tiered pricing customers and Chat customers)
• Chat Logs show where each value came from: see the source of every captured value, and find unmapped URL parameters that used to disappear (All tiered pricing customers and Chat customers). Learn how
• Clearer Chat AI setup: each tab now explains what it controls, in a new order: Personality, Guidance, Strategy, Testing (Scale and Chat AI customers). Learn how
• Coming soon, voice and video: try our agent by voice or video avatar on chilipiper.com today, with a rollout to Scale customers to follow. Voice, video, and text will always be optional

🚀 Orchestrator

Abandoned chats trigger a follow-up

Available to all tiered pricing customers

When a visitor leaves a chat partway through, like after seeing the calendar without booking, that can start a follow-up flow in Orchestrator, so warm visitors get a second chance instead of going cold.
 

Send emails from anyone on your domain

Available to all tiered pricing customers

The Send Email node can send from any address on your custom domain, like the account owner, their manager, or sales@yourcompany.com. Set Reply-To so replies reach the right person, and CC the account owner automatically. It doesn't use credits, and it requires a custom email domain. It sends one email per trigger and doesn't track opens or clicks yet. Learn how to set up a custom domain

AI Generation node can search the web and use your Knowledge Base

Available to all tiered pricing customers

The AI Generation node has two new tools:

1. Web Search looks things up online, like what a company does or its latest news
2. Knowledge Base reads your Chili Piper Knowledge Base, using all of your sources or only the ones you pick, like your email-writing guidelines. Use it to write emails based on what's on a prospect's website, not just what's in your CRM, or to research a company before creating a new record.

How to turn it on: Turn the tools on in the node, then name them in your prompt, like "use the knowledge base, and search the web if possible." Pass CRM data in through variables from the Matching node so you decide exactly which fields it sees, then map the outputs (Subject, Body) into Send Email or Create Record.

Good to know: AI Generation uses credits, the same as before. It can't turn a phrase into a link yet, so put the link line in the Send Email body yourself and tell the prompt it'll be there.
 

HubSpot records can be associated in Orchestrator

Available to all tiered pricing customers

HubSpot Create Record and Update Record now have an Associations section, so the record you write can link to a Contact, Company, Deal, Ticket, or Meeting. A deal created from a booked meeting can now link to the person who booked, their company, and the meeting, so the rep sees the full picture in one place.

How it works: Add a row for each association, with the HubSpot object and a record ID, like the IDs found by the Matching node. Add as many rows as you need.

Good to know: Default (unlabeled) associations only. Custom association labels aren't supported yet.
 

🚀 Routing & Scheduling

Automatic no-show detection

Available to all customers

Meetings the invitee never joined are automatically marked as no-shows, so re-engagement flows and CRM updates start on their own. Available for Google Meet and Microsoft Teams, with Zoom coming soon. Ask your Customer Success Manager to turn it on, then each rep reconnects their calendar. Learn how to set up automatic no-show

Assignment Tables in Handoff

Available to all customers

Handoff routers can now use the same Assignment Tables as Distro, Concierge, and Chat, so a reorg is a spreadsheet edit instead of rebuilding dozens of paths. Tables also have a new optional Name column that reps see when they pick a path. Learn how about Assignment Tables
 

Meeting Dashboard in My App

Available to all customers

Alongside the calendar view, reps now get a list of every meeting they're assigned to or booked, from every Chili Piper product. Filter by date, status, meeting type, and source. Open a meeting to see its history and what was written to your CRM, cancel or reschedule it, reassign workspace meetings, and export to CSV. Find it under Meeting Reports.

Also new:

• New assignee in Distro notifications: show the previous and new owner side by side in Slack and email alerts (All tiered pricing customers and Distro customers). Learn how
   

🚀 Insights

Available to Scale (formerly ‘Experiences’) customers

Most people researching you never fill out a form. These new views show your team which accounts are engaging and who from each one, built from your Chili Piper data, website activity, and CRM.

• Company view for reps: in the ChiliCal app, reps see the accounts they own, each account's recent activity, and who from it has engaged
• Company and People views for managers: in the Admin Center, managers see every account, plus the people who engaged with accounts their team owns
• Form-to-pipeline analytics: follow your Concierge forms from submission to booked meeting to pipeline, and see which forms, pages, and campaigns create pipeline. Chat and website views are coming next

To get started: Approve the CRM sync when you see the prompt in the app. Syncing powers funnel analytics with attribution for open and closed opportunities, and live CRM data in the Company and People views.
 

🚀 Admin and AI tools

Chili Piper in ChatGPT

Available to all customers

Add Chili Piper to ChatGPT as a plugin, sign in with your Chili Piper admin login, and ask things like "How many meetings did each rep get last week?" or "Why didn't this lead book?" It comes with 21 built-in admin skills, like routing audits, no-show analysis, and availability checks, and anything that changes your setup waits for you to confirm. Learn how

Also new:

• HubSpot and Salesforce at the same time: use HubSpot for marketing and Salesforce as your system of record, live in Chat today with Orchestrator and Concierge next (All customers). Learn how
• More you can do with the MCP (All customers):
  • Manage Chat AI knowledge base sources
  • Create, rename, move, and delete folders for rules, Concierge routers, and meeting types
  • Manage personal meeting types, availability, booking windows, meeting limits, and Meeting Prep briefs
  • Use Assignment Tables in Distro and Handoff, book Handoff Live, and read Handoff logs
  • Upload and download Assignment Table CSVs, see who changed a rule, team, or distribution, manage workspaces, and set a rep's availability
  • API keys are now stored only as hashed values

Which plans include what

Routing & Scheduling is now called Growth, and Experiences is now Scale. What's included in your plan stays the same.

• Available to all customers: works on any plan
• Available to all tiered pricing customers: included in Growth (formerly ‘Routing & Scheduling’) and Scale (formerly ‘Experiences’)
• Available to Scale customers: our AI-powered website and engagement features
• A product name, like Chat, Chat AI, or Distro: included if you have that product, even if you're not on a tiered plan

Not sure which plan you're on? Your account team can walk you through it.

Run into anything? Email support@chilipiper.com. 🌶️