What is Engagements?

Engagements shows every company and person that interacts with your business, in one place. It brings together visits to your website, meetings booked through Chili Piper, and the activity your team logs in your CRM.

You work with two tabs, Companies and People, and a page for each company and person. Admins and Users find them in different places and see different activity:

Table of Contents

• Where Engagements gets its data
• Browse the Companies and People tabs
• Company and person pages
• Good to Know

Where Engagements gets its data

Engagements fills in from three sources:

• Your website: the Web Tracking script records page views and form submissions. When Account Identification is on, Engagements also shows the companies behind anonymous visits;
• Your CRM: Live Data syncs your Salesforce or HubSpot accounts, contacts, owners, opportunities, and logged activity every 15 minutes;
• Chili Piper: meetings, Concierge forms, Chat conversations, and lead routing from the Chili Piper products you use.

Note: For the fullest picture, turn on both Live Data and Web Tracking. See Enabling Live Data Sync for Salesforce and HubSpot and How do I set up Web Tracking on my website?

Browse the Companies and People tabs

1. Admins: go to Command Center > Engagements. Users: open My App;
2. Click Companies or People. In My App, they are in the left menu.

Companies

The Companies tab lists every company from your CRM and every company identified from your website visits. The most recently engaged companies come first. Users see only the companies they own in your CRM and companies with no owner yet.

People

The People tab lists every contact and lead from your CRM and every person who shared their email, for example, through a form. It shows each person's title, company, activity, last engagement, CRM status, and owner.

Filter by First Seen, Owner, or CRM Record (Contact, Lead, or Email only). Turn on Show Anonymous Visitors to add website visitors without a known email. Click a visitor tied to a company to open that company's timeline, filtered to the visitor.

Company and person pages

Each page has two tabs: Summary and Timeline. On the Summary tab, a panel on the right shows the owner, a link to the CRM record, company details, and when the company or person was first and last seen.

The Summary tab of a company page shows:

• Open Opportunities: the total amount and number of open opportunities;
• Upcoming Meetings: meetings ahead with people from this company, booked through any Chili Piper product. Click Open to see them in Meeting Reports;
• A chart of the company's activity over time;
• The company's opportunities and the people Engagements knows there;
• The pages the company viewed most, and its most frequent activities, in the last 30 days.

A person page shows the same layout for one person, with their meetings and, if you use Chat, their conversations. In Command Center, it also shows their Concierge form submissions if you use Concierge.

The Timeline tab lists every activity, newest first. Pick a period (last 90 days, last six months, or all time) and filter by activity type. Click an activity to see its details.

Good to Know

• Open Opportunities shows a dash: Live Data is off or still running its first sync;
• Visitors with no identified company: they appear in the People list with an empty Company column. You can open a visitor once Account Identification ties them to a company.

Related articles: How do I set up Web Tracking on my website? · Enabling Live Data Sync for Salesforce and HubSpot