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.

Invite all allows you to invite users to Chili Piper who have not logged in or finished onboarding. When notified, they will be sent an email to log in to Chili Piper.

Match the availability increments to match Team Meeting Types - giving users more options!

In your 1/1 scheduling links, you have multiple Meeting Type options available. You can now add descriptions to your Meeting types so bookers of the link have more details about the meeting.

To edit this, go to the meeting type> advanced settings > additional description.

In My App > Availability Schedules > Default Schedule, users can customize their schedules for specific days. This is useful when you have your normal weekly schedule but want a different schedule for a certain time period.

In My App > Availability Schedules > Custom Schedule, There are new Advanced Settings, including Date Restriction and making the schedule exclusive.

For example, if a user is planning a two-week trip to another time zone, they can add a specific date to ensure their availability is accurate. This can also be used during events or conferences, where users will have different meeting schedules.

Matching what we have in legacy, which is for @gmail.com prospects. Sometimes, because of Google's unknown sender policy, the invite is not shown. We have added the option on the confirmation screen to confirm that you saw the meeting or ask for another meeting to be sent.

This allows you to book a meeting without anyone from outside the organization being invited. This is often used if you want to use a meeting as a placeholder or reminder of a task.

This lets you decouple a Salesforce Event from a Lead or Contact. This setting is on by default. To create Events unrelated to a record, please toggle it off in CRM actions > Create Under Lead / Contact.

The ability to select Host, Assignee, or Booker’s link in the Meeting Type > Meeting Location. This choice is available for Zoom, Gong, RingCentral, Go To Meeting, Microsoft Teams, Webex, Conference Details, and In-Person Meeting.

These details are available in Distribution reporting. Select Distribution > Distribution History. This information is helpful for admins who want to review reporting and understand the full booking process.

In Admin Center > Branding & Language > Select Chat from the screens menu to see default language copy & adjust.

In Journeys > Use Audience Targeting to create a condition for a Journey with the Browser Language you wish to create a Journey for

You can now set relative dates for the Update Field node in Chat (this will also apply to Tasks). It works the same as in all other products for Date type fields.

We now support a contact ID and email when adding ?id= to your scheduling link.

Instead of adding the Display Contact Options node, just add the Call Rep node right after the routing rule. We will initiate the call right after the prospect is qualified without giving them a choice of a Live Call or Scheduling a Meeting.

If you have a massive Salesforce database with 100 million or more accounts, finding the right account will take a lot of time because of the number of records. This new optimized toggle uses a different technology to perform the query. Instead of SQL (Salesforce query language), it uses SOSL, which works better for large databases. This option is not activated by default, but it will help if you are experiencing a high delay.

New operators are available when building out your rules. Ends with or ends with any of will check what the value is ending in. 

For example, this can be used to filter out specific emails. You only want emails ending in .com or .fr, or you want to exclude emails ending in @gmail.com.

When prospects fill out a Form, they are considered as a Person. But this Person might exist as a Lead or as a Contact in SFDC, and this menu will help you to filter and tie-break to match the Person to the right existing Lead / Contact

For example, if you only want someone coming inbound to match certain types of leads—for example, if you have multiple leads for a single prospect—you can set up rules here to match the most recently created Lead.

When you export the meeting activity dashboard, we have now added the CRM ID to this export.

Add multiple meeting types to your scheduling links. This allows you to have a scheduling link that links to many types of meetings, such as a 15-minute working session, a 30-minute demo, or an hour-long consultation.

The router triggered at in Concierge Logs now displays the seconds of when the concierge router was triggered. This is helpful for more exact information on when a prospect triggered Concierge.

We can only have one listing in Hubspot, so Legacy has been removed, and we just have our new DCP listing!

Show the first results of the characters typed at the beginning of the word instead of all accounts with those characters.

We combine the current experience of Meeting Created in and Always Invite into one.

When adding a participant, the user can pick "booker" or "Assignee"

We create the meeting in the Host’s calendar.

If the Booker/attendee is set to be optional, their availability is NOT displayed in the scheduler when booking the meeting. So if the booker is optional, when booking the meeting they do not see their own calendar.

Show Bookers when someone they are booking a meeting for has hit the lost booking limit. This way, they know they should not be receiving any more meetings.

Get notified via Slack when you get a call from Concierge Live.

We now parse standard UTM parameters from the URL. There is no need to use hidden fields on your router or web forms. To update the CRM, make sure the standard UTM Data Field is mapped to the CRM field. The first instance of capturing a UTM value is the original. Once populated, we only write to Recent. Recent can be overwritten, but the Original cannot.

Using Command + f you can search for the node you are looking for in your Chat Journey

Instead of updating fields with static values, you can update them with variables or information that can change based on the trigger object.

For example, you have set up lead-to-account matching, and you want to add the name of the account the lead matched to on the lead as a variable. To do this you add the field update node in your router, instead of just making a static update like a written word you have the option to add a triggered object variable - depending on your trigger you can use the information from the trigger (lead in this example) and reuse it. Then, in this example, you can add the matched account ID (which is variable, not static) as an update to that field.

Other examples:

Let's say you want to send an Email or a Slack Notification and you want to use some variables to create the body of the message.Something like:

Hey {Distro.Assignee},

You just received a Lead: {Lead.First Name} {Lead.Last Name} working for {lead.company}.Matched Account: {Lead.MatchedAccount.Name}

Segment: {Lead.Segment}...Another use case would be to use variables with information coming from the Router itself:

If a user just used availability for all, we will store that information, and the next time they use it, it will open up automatically.

For example, some users book only with Availability for all; in this case, we will default to this state instead of asking them to remember to turn it back on. This helps reduce human error. So, if admins want end-users to use the feature, once they toggle it on, we will keep it on whenever it is available.

Now, the admin can also add meetings booked in all scheduling types to Campaigns

For example, you can use a Round-Robin process for your entire product team to collect feedback on a new feature. If a customer books a meeting, we want to track them in a campaign and send them a gift. You can use the add-to-campaign feature for this.

When booking a meeting in the Chilical Scheduler and you need to add another participant to the meeting, Chili Piper now looks through your CRM to help you find your participant.

This ensures you are booking with the right person and saves the booker time looking for the participant's email.

If you are using the assignee name tag in your meeting type and that information is blank, we will fall back on the meeting host's name, so there is always a name in the Meeting Type. This reduces any blanks in 'customers' Meeting Types.

For example, the meeting title should include "Meeting with [Assignee]." If, for some reason, we don't have Aaron as the assignee, we will fall back on Aaron and fill in a name in the title instead of showing nothing.

It passes the email of the booker or the assignee to the “Activity Assigned to” field inside the engagement created in Hubspot for the meeting that was booked. This changes who hosts the engagement inside the activity tab.

This setting exists:

For example, some companies rely on this to know how many meetings a Booker booked, which is tied to their compensation.

If the name of your path is super long and gets cut off, this hover allows you to see the full name and details.

This is useful if you are naming your paths in specific ways that you need your Users to be able to see and read the full title.

If no one is available for a call in the Live Call distribution, prospects will not see the option for a Live Call.

This prevents wasted time trying to connect and allows for a faster booking experience for the prospect.

When a prospect submits a form twice, it is routed twice, causing conflicting assignments in the CRM. If we detect a duplicate submission, i.e., the same email triggers Concierge a second time while another submission from the email is currently in progress, we will cancel the previous submission. No CRM actions or assignments will happen on the original routing. The newest submission will be processed.

This is important to prevent confusion and multiple assignments of the same prospect.

Bookers can add prospects to the CRM directly from the scheduler.

For Example

Since the routing rules are based on CRM only for Handoff, adding the guest to the CRM from the scheduler saves the reps a lot of time compared to manually adding it from SFDC/Hubspot.

Reps can troubleshoot the data used to route a lead or contact by checking it from the Scheduler panel. If something is wrong, they can change the information directly from there and correct the routing.

For many companies, correctly storing all information in the CRM is crucial. Including the prospect in the CRM guarantees that Chili Piper will take all the necessary actions to maintain a clean, organized CRM.

This allows you to still update ownership even when you are routing based on ownership. For example, you can solve the case where your rule is centered around looking at the Account Ownership you want to update the ownership of the lead/contact in routing to the Account Owner.

You can access it through Distribution Reporting by clicking on a Distribution and going to the Distribution History tab. You can now filter the events by Timeline, Event Type (such as Meeting Rescheduled, User added to team), and User.

This is useful when you want to drill down into specific meetings that happened in a distribution. Often, admins wonder where a certain reassignment came from. Now, they can see a log of all the history connected to the Distribution.

When you receive a Slack notification that a record has been assigned to you, you can now see which router triggered it. This is helpful for understanding where your leads are coming from. For example, if you have an Engage Event Router and an E-book download Router - leads routed to you - you can now easily see the difference in the notification.

Under the assign and update ownership node, you can now toggle on Assign during working hours. This takes into account each assignee's working hours based on MyApp working hours.

For example, if you upload their event leads for Distro to route on the weekend, but they don't want to notify the assignees until they are in their working hours, this ensures that routes are only assigned to the user during their working hours.

We have added more options beyond is maximum and is minimum. You have access to all the fields and operators like you do in rules. For example, you can do the Number of employees greater than 100, and this can be prioritized first. This enables much flexibility in your tiebreaking options!

This allows for more privacy of the event, but still, seeing that there is a busy slot there

A Workspace Manager can:

Quickly build your smart link based on the tools you are using directly from where you create ownership links

When in the CRM Actions or Flow Builder, the event is set to relate to

AND here are multiple Cases/Opps/Tickets/Deals to choose from; we show a dropdown for the user to pick which one should be used

We will display all Cases/Opps/Tickets/Deals associated to the Account/Company

For Team Meeting Types only, we introduce the option inside Reminders for admins to choose between Booker/Host. This option is only available for email reminders.

End-users creating reminders do not see this option. In legacy, "Host" was "Assignee," but we changed this due to a change in concepts in Fire. In Fire, the Assignee might not be the Host. In the future, it could be a third person (not Booker, not Assignee).

If prospects are routed to the path, they will be able to select a meeting type before seeing the calendar. This works for any method of embedding Concierge!

You can now ensure you always use the right language for your target audience. Below is how and where you can set up your preferred language.

Admin Center Branding and Language

Branding and Language in Workspace

Concierge Customization

Data Fields

If you have a lead conversion node active in one of your distro routers, you can now see the time the lead was converted in the logs. This helps you understand what actions Distro has taken and when.