Tips to ensure that a call will be connected

Hey, Chili users!

Have you ever faced a scenario where, after pressing 1 to answer a live call, it got dropped? How have you handled it?

We have some tips for you to ensure that you and your fantastic team can get calls connected!

1 - Form Mapping

We need to make sure that the Phone field is mapped correctly between your landing page's form and Chili Piper's form. If we have any discrepancy between those two, or even if the Phone field wasn't included in one of those, it can likely impact the ability to connect the live calls.

Here's a helpful link to see more details about form mapping.

2 - Timeout

Each router has a setting to specify the number of seconds/minutes that Chili Piper will try to call each rep. If the rep hasn't answered within this timeframe, or maybe answered when the call was already being re-dialed to the next rep, the connection may also not happen.

This setting can be found under the "Phone queues" setting of your router.

We also wanted to share this Concierge Live FAQ that might be helpful for any related questions.

How's your experience using Concierge Live? We'll be happy to read it!