Admins can now access UserRole and Profile fields in provisioning rules, enabling them to filter by role names and profile names, in addition to just IDs. Faster, cleaner rule setup that scales across complex territory trees.

Example:

Create a single rule like UserRole Name contains "Sales" to provision all Sales roles across NA, EMEA, and APAC without maintaining long ID lists.

Visibility in the User Management table of who has downloaded the browser extension. This speeds up rollout and ensures reps have the Chili Piper Chrome extension as part of their workflow.

Example:

After a new team is onboarded, the admin filters for “Not Downloaded,” extensions send reminders to those users to install it, and ensure they understand how to use it.

Support for ?assignee1={slug}&assignee2={slug}, along with ?assignee={slug}, to predefine which assignees a booking link should use.

Example URL:

Real-time browser events for key chat and booking milestones such as chat_targeted, chat_responded, availability-loaded, timeslot-selected, booked, and booking-confirmed. This lets teams capture analytics, measure funnel drop-off, and trigger custom workflows in tools like GA, Segment, or a webhook listener.

Example:

If no-free-slots fires, trigger a redirect to a fallback calendar or display an offer. When booking-confirmed fires, send a conversion event to GA and push the meeting payload to your data warehouse.

You can now chain routers together directly, without needing to use the Update Field node and helper fields. This eliminates field hacks, reduces SFDC clutter, and gives clear, auditable subflows. Modular routing becomes much easier to build and maintain.

Examples:

A distribution algorithm that prioritizes users currently within their ChiliCal default working hours, then falls back to strict round-robin when nobody is working. This improves speed to lead and real-time coverage without sacrificing long-term fairness.

Example:

A lead arrives at 5:30 pm. Madonna is up next, but off at 5:00 pm. Kevin is on until 6:00 pm, so he gets the record now. Tomorrow morning Madonna receives the next two to stay even.

Enables scheduling meetings that require participants from multiple teams or pools rather than just one. Chili Piper will cross-check availability across the selected distributions and ensure the right combination of users is booked. There will be no more manual back-and-forth to get the “right mix” on a call. There will also be fewer reschedules, tighter handoffs, and cleaner CRM ownership updates.

Example

A qualified lead asks for a technical demo. Chili Piper books an AE from one pool and an SE from another at a time that works for both, and writes both assignees to CRM.

Automate adding, updating, and removing Chili Piper users from Salesforce. Assign licenses, workspaces, teams, and distribution weights with scheduled or on-demand runs. Keeps seats tidy and accurate as people get hired, promoted, or leave. Saves admin time and prevents overpaying for unused licenses.

Example

If a user gets a promotion and moves from the SDR to the AE team, have provisioning automations remove them from the SDR team, add them to the AE team, and set their weight to a lower value during onboarding.

This information is extremely helpful when managing multiple routers, as it enables admins to understand who made which changes and when.

Chat AI is an intelligent website assistant that engages visitors, answers questions, and books qualified meetings automatically. It works 24/7 to turn existing traffic into pipeline without needing human reps or manual chatbot flows. By connecting to your CRM and learning your content, it delivers faster conversions, cleaner data, and measurable revenue impact.

Two new fields, page targeted URL and page responded URL, can sync to your MAP or Salesforce. Attribute chat engagement to specific pages and optimize where chat appears. All admins need to do is map these fields in Data Fields.

Example

You learn that most “responded” events happen on pricing. You increase chat coverage there and tighten triggers on low-intent pages.

Two new Data Fields are available:

Find the exact router runs tied to a specific email, then jump to the right log. Faster troubleshooting and audit trails when a rep asks why this lead was routed this way.

This information is extremely helpful when managing multiple routers, as it enables admins to understand who made which changes and when.

Now available in Meeting Distirbutions > Distribution history, you can see who is up next for a meeting. This is important for admins to understand who is up next and, if they were not selected, why and who did not select them.

Example

An AE wonders why they were skipped. You open Distribution History, see the order, and explain the selection logic.

Create multiple L2A/duplicate matching configurations in the same workspace and use them in the same rule, separate paths, or different routers. This allows teams to tailor matching logic by journey (prospect vs. post-sale) or stack fallbacks (CP default → SFDC duplicate rules) without requiring separate workspaces.

Example

All-in-one workspace: keep the default Open Opportunity matching to route prospects with active opportunities to the Account Executives. Add a custom Closed Won matching rule that returns the most recent CW opportunity. If no open opportunity matches, fall back to Closed Won and route to Account Managers or Customer Success Managers. Use a tiebreaker (e.g., the latest Close Date) to select the correct Closed Won opportunity. Result: pre-sales goes to Sales, existing customers go straight to Post-Sales, no extra workspaces.

AI-powered email spam scoring with strict (binary) and weighted checks; configurable thresholds; optional write-back of score; dedicated logs. This keeps calendars clean, reduces no-shows, and saves rep time by blocking low-quality or fake bookings before they are distributed.

Beta release end date: Oct 10th

Example

Disqualify disposable/role-based emails ≥ threshold; send suspected spam to a fallback distribution or redirect back to form without exposing that they were flagged.

The CRM Logs tab displays every CRM action (create/update records, events, and field writes), and now supports auto-retries when a third party creates the record later, as well as manual retries for errors. This improves traceability and recovery when CRM records aren’t ready at booking time, resulting in fewer silent failures and faster troubleshooting.

Example

Lead is created after the booking; auto-retry subsequently creates the Event and updates fields without CSM intervention. If permissions cause a failure, an admin triggers a manual retry from Logs.

Define any meeting length, not just presets. This Aligns scheduling to true needs (e.g., 12-minute consults, 45-minute demos), improving utilization and guest fit.

If no known assignees, hide all profile images; if at least one is known, show that image plus a “+N” indicator for unknowns. This sets correct expectations and keeps the page clean when flexible distributions are in play.

When no known assignees - don’t show any profile images (e.g., all distributions are flexible)

When at least one known assignee shows their profile image + a circle +N for the number of unknown assignees

You now have the option to send single-use round robin links! This gives customers more control of the links they send without them being booked multiple times

Example

You are sending a booking link for the next call, which is a group call with an Account Executive and a Sales Engineer. For this call, you want to send a single-use link so that you can control the subsequent calls booked and who is attending, rather than a customer using the same link again.

The Assign to Node feature can now be used anywhere in a Journey (not just after a meeting or live chat). Assign by prior owner, individual, or distribution. More flexible conversation flows route to the right person or team at any step, based on the evolving context.

Example

If a user opts into looking for support documentation, you can immediately assign it to the Support distribution without needing a prior Live Chat/Meeting event.

Set office hours at the bot level and control when specific Journeys trigger: always, during office hours only, or outside office hours only. Enhances visitor experience and conversion by presenting the most effective CTA (live chat vs. straight-to-booking) at the optimal time.

Example

Weekdays 9–5 show Live Chat first for qualified visitors; evenings/weekends send qualified users straight to self-serve booking to avoid wait times.

We’ve updated the operator and value labels for date and datetime fields in Rules. This is a cosmetic-only change to make rules easier to understand.

is less than → is before

is greater than → is after

is less than or equal to → is on or before

is greater than or equal to → is on or after

is equal to → is on

is not equal to → is before or after

last 7 days → 7 days ago

last 30 days → 30 days ago

Instead of “is less than,” you’ll now see “is before.” A rule that says “Became a customer is before 7 days ago” is much clearer for admins configuring logic.

Users can now connect up to six additional calendars from any combination of Google or Microsoft Outlook accounts, both business and personal.

- Add secondary calendars via the Integrations page in Myapp.

- Busy slots from all connected calendars are reflected in scheduling availability.

- Only “busy” is shown for secondary calendars (privacy-protected). Primary calendar events still display full details.

- Secondary calendars are read-only.

- Revamped the caching system to show the most recent results

- Since user connections don't change frequently, caching helps provide faster responses

No more in-trouble status, which was confusing as to what it meant. Now there are just 3 simple statuses: Connected, Disconnected, Never Connected.

The SLA actions are more precise, with the ability to send an Email notification to a specific user or the assignee. Slack notifications can now be sent to a channel. This gives more flexibility in whom you message with SLAs.

If an SLA is missed, consider alerting the entire sales channel to inform the owner that they need to take action before the task is reassigned to another team member.

Variable tags are available in Slack and email messages, allowing you to customize your texts! Teams can provide information such as the matched account name, phone number, or other relevant details to take action.

Admins can now reassign meetings more efficiently through a simple Scheduler pop-up. This gives admins full flexibility and control over how meetings are Reassigned, whether they need to follow strict distribution logic or reroute using Handoff logic. It reduces manual steps and helps maintain clean routing even post-booking.

Example use case:

An admin sees that an AE is on vacation. They open a meeting from the calendar, hit “Reassign,” and either choose the next rep in line (per distribution rules) or rerun the Handoff logic to find the right fallback based on routing paths and ownership rules.

Salesforce event object buttons used for reassigning now open the ChiliCal Scheduler directly. Workspace Managers and Admins get a side panel view with appropriate permissions. It unifies the reassignment experience and ensures that all permission checks and distribution logic are respected, while giving visibility into the meeting’s context.

Example use case:

An SDR manager needs to reassign a meeting originally booked by a now-departed teammate. From the Salesforce event record, they click “Reassign” and are immediately directed to the scheduler to select a new assignee without leaving their workflow.

The confirmation screen now clearly displays:

It enhances transparency for the booker and the prospect, reducing confusion and support requests while improving the professional appearance of the booking flow.

Example use case:

A customer books a demo and immediately sees all relevant details in one place. If they need to reschedule, they can do it instantly from this screen without searching for the confirmation email.

Admins can now toggle on “Show API Names” when editing Rules (outside of Routers) to see the underlying field API names, including custom relationships like Chili Piper’s LeadtoSQL_rc. This makes it significantly easier to distinguish between similarly labeled fields, especially in complex CRM setups. It’s a fast, low-friction way to avoid misconfigurations and troubleshoot faster.

Example use case:

An admin is building a rule to route based on a custom field called "Region." There are two fields with similar names, but by toggling API names on, they identify the correct one and avoid breaking their routing logic.

Admins can now configure more fields when using the "Create Opportunity" or "Create Task" nodes in Distro. Previously, these nodes were limited to a fixed set of 4–6 fields. Teams can now ensure required fields (like Opportunity Stage, Custom Task Type, etc.) are properly populated from the routing flow itself, avoiding manual Salesforce edits or failed task creation.

Example use case:

A sales org needs every task created from a routing event to include a “Due Date” and “Campaign ID.” Now, these can be added directly to the node, eliminating the need for follow-up by the rep or admin.

Form Enrichment for Form Shortening lets Chili Piper automatically fill in form fields using data from providers like LeadIQ, Apollo, and ZoomInfo. When a visitor submits a form, Chili Piper uses their email domain and other details to pull enriched data (such as company size, industry, or location) and map it to your CRM fields. This means you can remove those questions from your form, making it shorter and faster to complete, without losing important qualification data.

Example Use Case

A form asks only for Name, Email, and one key question, while enrichment supplies company size, industry, and job title from ZoomInfo—delivering fully qualified leads without adding form friction.

When buffer times block a slot (and your workspace doesn’t allow scheduling over busy times), users now see clear feedback either on hover (if buffer display is enabled) or with a detailed error message. Reduces frustration and booking confusion. Users now understand why a slot is unavailable, whether it’s due to the meeting or just the buffer overlapping.

Example use case:

A prospect sees an open time, but can’t book. Previously, the system gave a generic error. Now, it explains “Meeting Buffer overlaps with a busy slot,” helping the user choose a better time without needing help.

You can now swap out the team in a live Distribution without rebuilding it from scratch. This makes it easier to respond to org changes while keeping your routing logic intact. Once you update and re-publish, your stats will reset for a fresh start.

Example Use Case:

Teams can now automatically transfer ownership of Salesforce Opportunities or Cases during the routing process. This helps keep CRM ownership aligned when meetings are handed off or routed to another team member.

Example Use Case:

If a team is routing a meeting to someone, and they want to ensure that if there is an opportunity that the team member routed, the Opportunity is also the owner of the opportunity

You can now generate one-time-use links for Round Robin and Group meetings. This prevents overbooking, forwarding, or misuse. Perfect for high-stakes or limited-invite meetings.

Example Use Case:

Your sales director is hosting VIP executive calls. Instead of sending a reusable link that could be shared, they use a one-time link to keep the invite controlled and exclusive.

Book back-to-back meetings without leaving the confirmation screen. It’s a smoother experience for representatives or users who need to schedule multiple touchpoints at once.

Example Use Case:

An SDR is booking a discovery call and a follow-up demo call for a prospect. Now, they can set up both meetings in one flow without having to start over, making it more efficient and increasing the likelihood of success.

A full, filterable, step-by-step view of every Chat Journey interaction — see what happened, what didn’t, and why. You can trace the visitor’s path, view CRM updates, track Salesforce actions, and understand where logic may have broken.

🧠 Flow View: Visual map of the entire user journey

🪵 Execution Logs: Every detail is captured step-by-step

🔎 Search & Filter: Quickly find any session

✅ Debug-friendly: Instantly see what worked and what didn’t

Example Use Case:

Let’s say your sales team notices a dip in meetings following the pricing page update. Now you can go into the logs, search for those sessions, and quickly see if routing failed, a rep didn’t join, or a booking node errored out.

You can now send Teams messages directly from Chat Journeys by connecting to Zapier. Whether you're alerting a specific rep or posting to a shared channel, it's a seamless way to turn intent into instant action.

Example Use Case:

Your AE team wants to be notified when a qualified lead clicks "Talk to Sales" in Chat. With this setup, they'll get a Teams ping the moment it happens, complete with lead details so they can respond faster and win the deal.

You can now send notifications to assignees, specific users, or Slack channels when a record is routed. This works with or without an Assign & Update Ownership node. The default message will let people know when a record has been assigned or routed, and you can write a custom message if you prefer. (Variables to personalize messages are coming soon.)

Use case: A sales manager wants to be notified every time a VIP lead is routed. Now, they can get a Slack ping without needing to be the assignee.

Do not forget to disable the default notifications in the 'Assign & Update Ownership' node if selecting the Assignee in either of the new nodes!

We added a new status in Distro logs to help you better understand routing outcomes. If a record doesn’t meet the entry rule (even though it passed the trigger), it will now show as “No Match to Entry Rule.” This makes it easier to tell why something didn’t route.

We've also updated the copy in the Search box to indicate you can search by Email (in addition to name or SFDC ID) and 'Entry Conditions' in the individual routing logs now says 'Entry Rule' → both in an effort to be accurate and consistent across the product.

Use case: A lead didn’t route, and support checks the logs. Instead of guessing, they immediately see it didn’t meet the entry rule...not a system error.

You’ll now see the number of results update as you filter through the Meeting Activity page. It's a small change, but it makes it easier to get a quick count without needing to export.

Use case: A team lead filters by rep and date to see how many meetings were booked this week and gets the count instantly.

You can now automatically include the booker in a meeting by using the ?by= parameter in your Concierge link. This adds them to the calendar invite and ensures they get credit.

Use case: An SDR sends a scheduling link that includes their name in the URL. When the prospect books, the SDR is added to the invite without anyone needing to follow up manually.

We’ve made the scheduler easier to navigate visually. Time blocks now have a clear border, and selected times appear darker, making the experience smoother and more accessible.

The confirmation screen after booking a time has been refreshed with a cleaner layout and clearer info.

If user-level integration (calendar and video conferencing) was EVER previously connected and has become broken:

If a CRM was EVER previously connected and has become broken:

Example use case: If a user gets disconnected from Zoom, their Zoom details will not populate. Now, the user will be notified immediately so they can resolve the connection issue and continue booking.

1. First login: The date will show as the first time they login again since the feature was released for any existing user.

2. Last login

3. Personal details: phone number, Job Title, Conference Details, Location

Admins can now disable the default Slack and/or Email notifications to assignees in the Assign and Update Ownership node. Admins will be able to apply the setting to all or just the currently selected node in a given router.

Example use case: Some admins want to disable notifications entirely due to the sheer volume or how they prioritise leads i.e. some reps will work a list of leads in SFDC and don't require another distraction.

Previously, the “Assign During Working Hours” setting in the Assign & Update Ownership node was an all-or-nothing option. It either applied to every node across the router or none at all. It can now be applied on a per-path basis.

Example use case: Prioritize leads matched to owned accounts by assigning them immediately, even outside working hours. In contrast, less urgent leads can continue to be assigned during the reps' set schedules.

Admins can now select multiple errored records in the logs and retry in bulk. Previously, they would have had to open each record individually and click 'Re-Route this record' over and over.

Example use case: If you encounter an error that affects a large number of routes, you can now quickly mass-retry multiple routes instead of retrying them one by one, which can be very time-consuming.

The phone field's country code will be present to the US area code. This will save time for most, as they won't have to select the code every time.

The new copy provides more details about the prospect's name, company name, and router name, giving users more information on their non-bookings.

New Copy:

[Prospect name] from [Company name] has filled out a form but didn’t book a meeting and was assigned to you through [Concierge Router name]. + See in CRM

If the contact options are displayed but the prospect takes no action, there is a timeout of this section. Similar to no action on selecting a time.

You can now use Smart Parameters available in Data Fields to pass information through your form URL.

Example use case: you are sending a scheduling link via email, and the product you are looking for is always going to be the same - this is a campaign focused on Distro, for example. You can add the product field as a smart parameter to the URL so this information is stored.

Previously, the first page was selected when making bulk updates now:

1. The counter will show all users in the workspace

2. When you select all users, all will be selected

Updated reassignment flow for HANDOFF Meetings through the Scheduler:

When you click reassign in the calendar, MyApp, Meeting Activity, or Salesforce on a Handoff meeting, we will load the Scheduler

You will also be able to reschedule the meeting at the same time and change meeting details

You will NOT be able to change the workspace and meeting type of the meeting

The purpose of CRM Matching Nodes is to make it easier to specify and visualize when matching takes place in Flow Builder. It also improves the experience in Distro Logs, where we show the matched Object ID and a link to it in SFDC, i.e., the matched account via L2A.

The new CRM Matching Nodes can be placed after the trigger, entry rule, or Duplicate match rules. This makes it clearer for admins what is happening with matching in the flow builder. Currently, matching happens in the rules themselves in combination with the matching hub.

For example, you can add a CRM Matching node, select the Lead to Account matching in the Matching list, and then enable it as true. You can then combine your rules in combination with the match to add more control and ensure that the owner is in a specific team (designated in the rules)

How to convert an existing matching routing rule to a new CRM Matching node.

This allows you to also add more details to the meeting you add to your Personal Pages

[Prospect name] from [Company name] has filled out a form but didn’t book a meeting and were assigned to you through [Concierge Router name].

'View in CRM button'

Reps can now see how long they have to respond to a Chat in their inbox. If there is a timer in the Wait for Rep Node, Chat reps can now see how much time they have to respond visually.

This visually provides urgency to ensure they respond so the chat stays in their name.

From the Meeting Types view, there is the copy link button

Inside the Meeting Type an easy-to-find copy link option

This allows you to select which object the event created will relate to when using custom buttons

When the picklist has many values, make it collapsable instead of running down all the options in the entire preview

This matches how we have teams in the user table - it is not easier to read when previously it would cut off the names

Ensures we have the correct number and makes it easier for customers or prospects using the form to add in their number

You can now customize your Slack notifications with Dynamic tags. To set this up:

1. Add a slack node to your journey

2. Interest Dynamic tag

3. See how the message will look on the preview

This Node creates a Salesforce Task for your team. Salesforce Tasks are essentially just a to-do list inside Salesforce. Teams use them as reminders to follow up with Leads, send proposals, or close deals.

The most helpful part about a Task in Salesforce is that it's related to a particular record. Instead of flipping between a to-do list app and hub-of-all-things Salesforce, everything is right in one place, and it's clear which Leads, customers, or Accounts each task is meant for.

Common uses include creating and assigning Tasks to team members if a visitor fails to schedule a meeting or connect for live chat.

This node operates the same as the above Create Task Node, with the addition of the Live Chat Transcript. Once the conversation ends, the transcript and conversation details will be saved and written in the description.

Once the Rep joins, this node can only be once on the Rep Joined path after the Route for Live Chat node and can only be assigned to the Live Chat Assignee. Live Chat transcript will be saved once the conversation ends. The transcript and conversation details will be written in the description.

Journeys are triggered based on selection according to their order and the conditions set in the Trigger node. Custom Triggers allow teams to override this proactive behavior by providing an option to trigger a specific Journey in reaction to a button or link click. To access Custom Triggers, Go to Bot Settings > Custom Triggers tab.

1. Hit Create New Custom Trigger

2. A Trigger will open, then you hit ‘Edit’ to add the details (it’s not live until you activate it)

3. Find and copy the Element ID you want to use

When using the Round Robin feature specifically, we treat assignments like we would for scheduling. If we assign the conversation through Distribution:

1. We select the next user and assign it to them

2. If that user is Online → Wait for them to join the conversation → If they don’t join → proceed to not available options

3. If that user is Offline → proceed to not available options

If that selected user is Offline or does not join the conversation, the probability of connecting the visitor to live chat is much lower.

Thus, we have created a new ‘Waterfall’ option in Live Chat’s Route to Node.