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.

Admins can edit personal details directly from the User Management table by clicking the open button next to the user's name

Is a series of endpoints admins can use to create either one-off requests or automated actions. Tasks range from Removing Users from Workspaces to Canceling a Meeting.

The differences from Legacy include:

Bookers are now notified by email when a meeting they Booked is → Booked (by the prospect - through suggested times or a link, for example)

Host booking limits are used when you want to set a cap on the number of meetings a given Host can take. Both admins and end users can set host booking limits. Admins can do it through the scheduling links section, and end users can do it through advanced settings in the meeting type.

Use Case: An AE can have a limit of 5 demos per day, and when the SDR sends out a link, the availability for that day will not be displayed anymore.

You can now define what timezone will be displayed in the link sent to a prospect. End-Users can set this through Advanced Settings of a Meeting Yype and admins through Meeting Types -> Availability Settings -> Overwrite host's default schedule -> Overwrite host's default timezone -> Display this timezone to guests.

Use case: If you have an upcoming event and you want to send out times in the event's timezone, say NYC timezone. This setting allows Users booking to know the meeting will be in this timezone at the event and prevents any errors with missed meetings because of timezone confusion.

Ownership links are links that check for ownership conditions first and then can fall back to a Round-Robin distribution if no owner is found. They are our new Ownership queues from legacy, with the difference that you can set any Round Robin distribution you want as a fallback - it doesn't have to be related to the team used to check for Ownership.

This can only be created by Admins from the Scheduling Links section in ChiliCal.

Key differences from Legacy:

Handoff Live is now integrated into Handoff. It is utilized by companies that require immediate transfer of a prospect from an SDR/BDR to an AE/Sales Person (or any other Handoff combination). We continue to prioritize Fairness and availability in Routing, but the main distinction is that if the next person in the Distribution is unavailable, we will assign the meeting to the next available individual (unless a Strict Round-Robin is in effect, in which case we route only to the next individual in line).

In the Flowbuilder, while creating a Handoff Router, you can choose Handoff Options following the selection of a Routing Rule. This will present two branches: one for Live and another for Later. When the Booker accesses the Scheduler and selects a path that has both Live and Later options, the system will default to the Live view.

What are the main differences between Hot Handoff (legacy) and Handoff Live?

Basic analytics are available! You can filter by Router and timeframe, showing the number of submissions, times the calendar was displayed, and meetings scheduled.

We now have the ability to group Distributions with Teams to update users' levels when they receive a meeting through an Ownership path. You can Group Distribution with any Team that exists in the Workspace and every time a Team member receives a meeting through an Ownership path; their level will be updated in the Group. To use this, you create a Group, add a Distribution, add a Team, and save!

UseCase: Often, you have Ownership Routing set up and other Distributions, which allows you to group Ownership and Distributions together. For example, if an SDR has reached out to an Account before, they will be listed as the SDR working. If this same Account comes inbound, it will be routed through Ownership based on this field. When this happens, we want this SDR to also get a meeting counted in our Non-Ownership Distribution to keep everything fair.

You can now 'undo' all of your changes with the Discard Unpublished Changes button nested in the ... actions menu to revert to the last published version

Sleeker-looking Chat widget

Before:

After

When adding another user to your meeting from the Scheduler or Home, we will display the current user first, then the last 4 picked users. This will make adding folks to meetings a little easier, especially if you are usually adding the same users.

In Legacy, under the Schedule section of a meeting type, when the option “Overwrite Host’s default timezone” is selected, the admin can decide which timezone to show and whether it should be displayed to prospects or not.

When toggled OFF, prospects see the times in the booking link in their own timezone.

Customers have mentioned the reassign button if hard to find, this update adds the reassign to show when you hover over the assignee section

This allows us to support the Booked by parameter in rules. Admins can now build rules that specify who the booker needs to be.

Use case: If the SDR Sam (or booker) Sam is using handoff, only show connect to path A with the booker=sam rules. This allows for specificity based on who is booking the meeting.

Set how long to wait after a meeting is scheduled before redirecting prospects. Previously, this was 5 seconds by default. Now, customers can customize how long they would like it to be.

No need to set up the trigger option "Button clicked in-app" and use the data field mapping.

1. Set up webform trigger option in your router with form fields, map them to data fields

2. Set up the rest of the router

3. Go to embed tab, open rest API dropdown

4. Copy the code

5. In Postman or whatever you use to make API calls, add trigger: 'ThirdPartyForm',to your options object

Your webform mapping will be used instead of the data field mapping in the form{}

You now have the option to duplicate a journey. If you are creating a new journey but will be using similar routing you can now start from a duplicate instead of from scratch!

You can now assign a set of different Owners to an Account or an Opportunity through the new node "Salesforce Account Team" or "Salesforce Opportunity Team" depending on your Trigger. The Salesforce account team/opportunity team node will be available anytime you have a trigger on the account object or opportunity object. This will only work if you have account teams enabled in Salesforce. It allows you to have multiple 'account owners' with specific roles.

You can now configure your Related Lead Match! Available for all products

This helps clarify that the duplicate matching is only available with distro while other matching settings are for all products

Changing the trigger object can affect the way all of the routing is connected - this notification ensures that admins are aware of this before making this change and causing any errors.

We support Okta as an Identity Provider (IdP) AND we’re an approved app on their marketplace. It can also be enforced for all users meaning when this setting is on/enforced all users will have to log in via their IDP (ex: okta)

This is how reminders were sent in Legacy so changing this to match

This integration is available in My App and as a global integration and can also be added as a meeting location in Meeting Types.

This integration is available in My App and as a global integration and can also be added as a meeting location in Meeting Types.

This integration is available in My App and as a global integration and can also be added as a meeting location in Meeting Types.

When a guest should not be added to a calendar invite, this setting is under advanced settings in the meeting type

The data fields and tags used in reminders need to be information collected in the guest form. The below design lets admins just select from the guest form fields to prevent any mistakes

When a field is marked as required, we now show in the preview with a star to let admins know that there is a difference between these fields.

Checkboxes available so you are able to select more than one option and assignees and bookers are listed in alphabetical order

They work the same as in Legacy, users can make it hidden and pass pre-filled values in it. Questions do not support hidden fields.

You can now create group booking links! Available in Scheduling Links. Group booking links allow you to take multiple individuals' availability into consideration.

The following smart parameters are supported in ChiliCal links

Ability to see who was the assignee and who is next up from within the ChiliCal Scheduler

In Handoff when you are in the Display calendar Node for an Ownership path the admin has the option to allow the booker to pick someone who is not the owner. This setting is off by default and will need to be enabled by admins who would like to use it.

You now can export concierge logs! Open logs for a router, and export it by clicking the button at the top right. For now, it downloads as CSV right away. It will also take into the account filters applied on the UI. For example, I apply the timeframe of this week, the export should only include this week’s data.

If this toggle is enabled:

You can now use the following smart parameters

The following smart parameters are available in JS

These are used when a customer wants to run custom code after some action happened

This is to become uniform with all products in the Demand Conversion Platform

Relative Date is available for date fields in the Update Field node. This allows for more flexibility and options when using date fields in the update field node. The below options are now available:

You can also invite additional guests through REST API and JS API with the option attendees and passing the list of emails separated by a comma

Gravity form option has code variations "Without redirect page" and "With redirect page" in-app. This gives you the option (same as legacy) to load concierge on the form page or a thank you page.

The navigate back to node now supports the welcome node. This is helpful for when someone wants to restart the experience back to the welcome node at some point in the Chat journey.

When a line break is added via enter/return in the message node, display this both in the Journey preview and consistently present the message this way in the widget

When a journey contains data fields we can now detect them for auto-fill purposes with data they previously entered in other websites.

If the visitor is missing any data the form associated with the Scheduling Link used to book a meeting through Chat, we now display the form to capture the missing data

When the conversation is transitioned to Live Chat, we preserve the bot avatar and then update the avatar to the assigned user once they join the conversation in both the header and messages

When you have a Trigger on Lead or Contact, you can now add the record automatically to a Sequence!

When you have a Trigger on Lead or Contact, you can now add the record automatically to a Sequence!

You can now match an incoming Lead to a Related lead! (Lead with the same Domain extension existing). Available in all products! To use this you will create an ownership rule with the lead object and the related lead option is in team. The page in matching is coming soon!

You can now track changes with our new version history feature. You can visualize a previous version and restore it!

One router can now trigger off of multiple fields. The fields and rules can be grouped together and use AND OR conditions the same as our rules section.

The same Hubspot integration you know and love is Live our Demand conversion platform!

All the details of the fields are included in the support article

All the details of the fields are included in the support article

The email that invites users to a workspace previously included details on Distro which was confusing for customers who may not have distro or access to the product. The new emails are below.

End Users can now reassign meetings in their My App by clicking on the host and selecting who the meeting should be reassigned to

Added auto-complete to all ChiliCal form fields so user input is simplified

Add additional guests to the form page when scheduling a meeting. Allowing your prospects the ability to include everyone that needs to be included on the invite from the beginning.

When setting up Availability schedules you can customize a day and apply this same schedule to all days. Saving time 😊!

In Handoff's user controls section, you can not enforce if your users will see and be able to schedule out of paths that do not match.

Switch to my calendar will load first before the rest of Handoff if you know you will be booking a meeting for your self

This gives admins the ability to create routers without them being active for users until they are ready to go live

When a path contains a rule that involves lead records, after the scheduled path of the display calendar node, in Concierge we explicitly display the Lead object, this is how it now looks in Handoff

1. Prospect fills a form

2. Concierge creates/updates record WHILE performing routing/booking the meeting (in parallel).

- For create/update record action we would need to perform Prospect/Lead2Account matching to make sure that we create Contact under correct Account when possible.

- Settings of the Update/Create node displayed on the design added below

3. If the admin adds Update/Create node after the trigger, they cannot add it on scheduled/not scheduled paths

4. If the admin doesn’t add Update/Create node after the trigger, they can add it on scheduled/not-scheduled paths (the old way)

Allows you to filter your logs by the specific URL that was used. For example, on our SDR pages, each SDR has their own URL so we can filter based on a specific user's URL.

Calerdarless Path Include:

Ownership rule (assignee will be from the Team on ownership rule)

Non-ownership rule (assignee will be from the Assign To distribution)

When ‘by’ is selected, please dynamically show another field that allows to select a user (should be a workspace user). Once selected, the link with the correct user. This allows admins to use router links that direct to a specific user.

Current behavior:

When ?id= parameter is used, record exists in CRM, and required fields are not filled on a form, we show the router form.

New behavior:

When ?id=parameter is used, record exists in CRM, and required fields are not filled on a form, we still try to route without showing the form. If non-required fields are used in routing rules, the data will be null and condition will fail - which is ok by legacy customers.

When a user is not found it is caused by a mapping error. New error copy was added to make this more clear.

Ownership not updated

[field name]: user id=N not found

Please check Salesforce user mapping status. Open Users list.

If you are having your Distro SLA update fields you may want to set a null value. For example, once the SLA is set you can set a a most recent status field to null.

When building flows together with rules a lot of rules are similar with some condition changes (for example: company size, state, country). Now, when building rules in the asset list you can duplicate and edit to save time on rule building.

The phone number fields is now available for end users to add and update

Expose In-Person Meeting field

We now have personal CRm actions available for ChiliCal User controls. This allows admins to control what changes are made in their CRM for personal meeting types.

If a guest declines the meeting, we should not send them a reminder. if it’s not a primary guest, that guest is removed from the cc list.

Understand what has happened with a meeting and the ability to filter meetings based on these statuses

More options added with overriding default schedules - you can set a date range and timezone 

More options added for prospect booking limit

All settings switched to an on/off toggle, Except for meeting type availability

If an admin has set up a fixed schedule in a meeting type it cannot be added to a custom schedule by an end user. This prevents a meeting type from having two different availabilities causing errors and confusion.

When in the scheduler, if the event name is too long you can hover over it for 2 seconds to see the full title. This allows you to make sure you see the full title of a meeting title to make sure you understand where you are booking.

Send link Directly in Scheduler:

Open the scheduler, select the Round Robin link you would like to use - if there is multiple meeting types select which one you will use, then select the time on the calendar and you can schedule!

Suggested times:

When they suggest times/insert a link, they don't need to pick the meeting type. If they don't, the link will contain all meeting types available and the guest will pick one.

You can access your team scheduling links in the scheduler and book using them. Select who the host is going to be then you can pick through their links. This keeps a consistent booking experience depending on each team's book requirements.

This will increase team privacy so it will now show their company logo only on the booking screen sent in Chat

When there is one minute left before the 'not scheduled' time

Once the Booking step “expires”

After the visitor clicks on the welcome message button and the widget opens then next node is executed, display the ‘start over’ arrow at the top. This allows you to begin again if you make an incorrect selection or want to see the other options again while in the chat experience.

Once you have mapped your Webform data fields if you enable the router link option in the trigger, it will automatically map those data fields to this section

Access the meeting that is booked from logs, linking you directly to the meeting in the meeting activity dashboard

Company names in CRM are standard fields so we now map it by default to Lead.Company & to Account.Name. This will save time when mapping these fields.

Have time stamps of when actions were taken in  your CRM

When customers have these fields we update the data that is sent - full details below

After the user clicks “Select” in the trigger options “Webform” and “Router Link” to add a data field, put the cursor in the search bar so that they can start searching right away.

We are now updating Booking_status_CP__c with Not Booked on calendar-less paths including catchall. Customers can use this for automation and reporting.

Now you can track rescheduled in distribution reporting

You are able to update fields on the Case and Opportunity. For example, a customer may want to update a field on the case (the support team could work in cases) to let the support team know that a meeting was booked through Concierge.

Grouping allows you to take multiple distributions together, so if a meeting happens in one, it will also calibrate the other distributions. For example, if an admin sets up 2 distributions where rep A is a part of both. Admin groups the 2 distributions. If rep A gets a meeting through distribution 1, their level will be adjusted in distribution 2 as if they got a meeting through this distribution.

Allows you to re-run a route. Useful for when an error may have occurred during routing.

After setting up lead-to-account matching you can now leverage lead or contact matching to opportunities and cases. Matching settings are set up in Matching > Match to opportunity > Match to case then set up your rules. Full details in the help article linked.

Pre-populate Owner ID  in the assign and update action. It was found that 81% of our customers use this action so it was added to save some time and it can always be deleted.

Currently, these are available in the distro router table so also adding them to logs to easily find the right router you are looking for

You can now route to an Account Team Member or an Opportunity Team Member. (OR any 1-to-many relationships between Objects). This feature has been highly requested by our Enterprise customers and is now available across all products!