Admin, Security & Governance

Preventing bookings on company holidays currently depends on each user manually blocking their calendar. Anyone who forgets or is newly onboarded leaves their calendar open on days no one should be booked. Allow admins to define a list of org-level holidays that automatically block availability across all users, routers, and distributions, regardless of individual calendar settings, AND are taken into consideration for CRM routing.

The customer requests the ability for admins to impersonate users to view their setup, enhancing support and troubleshooting capabilities.

The customer requests an API endpoint for automated data deletion to replace the current manual process handled by the support team. This feature is considered an industry best practice and is critical for the customer's compliance with data subject rights, particularly the 'Right to Erasure'. The API would reduce administrative overhead and potential delays, ensuring timely and auditable compliance.

Enable non-admin sales reps to access chat logs directly, without requiring admin-level permissions, to provide them with the necessary context for meetings.

Chili Piper's API doesn't have a disable endpoint following enterprise platform conventions. The current workaround (revoking all licenses) doesn't match the standard disable pattern that integration platforms like Sailpoint or Okta expect, where disabled accounts remain visible in the user list with a deactivated status, can't log in, and can't be added to new groups or workspaces. An API endpoint to disable user accounts that prevents login, removes permissions and group memberships, and marks the account as disabled or deactivated in the user list, without deleting the user record entirely. Supports enterprise identity management integrations that need to disable accounts as part of offboarding or access control workflows without removing the user from the system.

Admins managing former employees currently have to either delete user accounts entirely or manually revoke licenses one at a time. There's no way to deactivate a user account in a way that revokes all access, removes licenses, and marks the account as inactive, while keeping the historical record intact for reporting or audit purposes. Requested behavior: Allow admins to deactivate or archive user accounts, either through the UI or programmatically via API. Deactivated accounts should remain visible in the user list with an inactive status, prevent login, and be filterable so admins can view only active users when needed. For teams using identity management tools like SailPoint or Okta, support standard patterns (ideally SCIM) for automated user lifecycle management. Why it matters: Organizations need to offboard employees cleanly without losing historical data about meetings they hosted, distributions they belonged to, or activity they generated. Manual license revocation is error-prone and doesn't fully deactivate access. Teams with SSO/identity management systems expect standard deactivation workflows that integrate with their provisioning tools.

European GDPR law requires explicit opt-in before analytics scripts can load. Chili Piper's AI Chat currently bundles analytics with core chat functionality, so customers who lack consent can't show the chat at all. For customers who sell in the EU, a fair amount of their web traffic can't see the chat because of this (one customer shares up to 26% of their site visitors can't see the chat because of this). Customers need a privacy mode where the chat runs on functional cookies only, with analytics disabled by default. A JS trigger should allow analytics to re-enable conditionally for users who have opted in. Without this, European enterprise customers are forced to choose between legal compliance and full chat reach.

Reps have no visibility into where they stand in a round-robin queue. Without a window into their position, reps assume the distribution is arbitrary or unfair, which creates trust issues and generates admin overhead as reps ask to verify their status manually. Allow non-admin users to view a read-only view of the distribution queues they belong to, including their current position in the rotation, without granting any configuration access. Transparency into queue position is low-stakes to expose and high-value for rep buy-in. Admins who currently screenshot queue state to share with their teams shouldn't have to do that, and reps who can see their position self-service the question instead of escalating it.

There's no way to assign a subset of purchased licenses to specific teams or departments. Enterprise customers managing separate budgets across business units can't track or limit how many licenses each team is consuming. Allow admins to allocate a defined number of licenses to each team and track actual consumption per team against those allocations. Large enterprise customers purchasing hundreds of licenses across multiple business units need team-level visibility and control to manage costs, enforce budgets, and prevent any single team from over-provisioning without visibility.

Meetings are automatically marked as attended by default, giving reps no incentive to manually log no-shows. This produces inaccurate show/no-show data and undermines commission tracking and pipeline reporting. Allow admins to configure the default meeting outcome to no-show, requiring reps to actively mark meetings as attended rather than leaving the default uncorrected. When attended is the default, no-shows go unreported because there's no friction to correct it. Flipping the default forces accurate reporting, improves show rate data quality, and aligns with SDR and AE commission tracking requirements.