Changelog
Follow up on the latest improvements and updates.
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When several members are tied on credits and any of them could be next, Chili Piper can now pick one at random instead of always taking the first in the group.
What's Changed and Why
Previously, when members ended up with the same credits and each was eligible to be picked next, the first of that group was always chosen. Over time, that skewed volume toward whoever sat at the top. The new Tie-Break Order setting lets you randomize instead.
Where to Find It
Two places:
- The Workspace default sits at Distributions, then Credits & Adjustments, then Tie-Break Order
- Each individual Distribution has its own Tie-Break Order with three options: Inherit Workspace Default, As Configured, or Random, so a single Distribution can go either way regardless of the Workspace setting
Learn more in our support articles on Credits & Adjustments and Setting up your Distributions.
Reps can book a meeting or hand the prospect off to the right rep while they're still on the phone - all through the Nooks Dialer.
Before You Start
Nooks identifies prospects by name, and a booking needs a guest email, so the icon only appears once the prospect's email is showing on the prospect view. Go to Customize View, add Prospect Fields, click Configure, turn on Email, then Done Editing.
Where to Find It
The icon sits at the right end of the prospect header. It's in the expanded row in your call list and in the dialog during a live call.
How It Works
Click the icon and the Scheduler opens with that prospect already in as the main guest, the same Scheduler you use in Gong, Gmail, and Salesforce. From there you can:
- Book on your own calendar, picking any meeting type you have access to
- Select a Handoff router to send the prospect to the right rep or team by your routing rules, instead of hunting for the right owner yourself
Learn more in our Support Article.
Three updates to Chat Journeys and Scheduling Flows are live: bookings can be made with multiple assignees (i.e., double round-robin), the flow can skip questions it already has answers to, and Marketo and Salesforce nodes can sit on the same path.
1. Multi-Assignment and Double Round Robin
The Display Calendar node now takes a list of assignees instead of one, so double round robin and other multi-assignment patterns work the way they already do in Concierge, Handoff, and ChiliCal.
How It Works
Under 'Show Availability of', click 'Add' and pick Owner, Team, Team Member via Round Robin, or Individual. Repeat per assignee, and drag to reorder; the order determines who becomes Assignee 1, 2, or 3. Required groups narrow the times shown; optional ones just join the invite.
What You Can Do Now
- Put an AE and an SE on one booking, with both calendars cross-checked, so there's no follow-up email to find a time
- Route to the Account Owner and round-robin a specialist alongside them
- Add a manager or note-taker as Optional, so they join the invite without narrowing availability
Learn more in our Support Article.
2. Use What We Already Know About a Visitor
A 'Send Data Field' node can now skip a field when we already hold a value, and dynamic tags resolve from any source.
How It Works
Every Data Field row in the node has a new Visibility setting:
- Default- skips when the value came from Enrichment, a Smart Parameter, or the JS Lead Object
- Skip if known- skips when we hold it from any source, including a previous visit or another Flow
- Always ask- shows the field every time
Existing fields start on Default, so nothing changes in a live Flow until you pick something else. If every field in the node is skipped, the node is skipped entirely and the visitor goes straight to the next one.
What You Can Do Now
- Recognize a returning visitor and skip straight past questions they already answered
- Greet someone by first name or company name using a value from enrichment, or in-app from the lead object, since dynamic tags in guest-facing messages now resolve from any source, not just Smart Parameters
- Pass values collected by other tools in the browser into the JS snippet and use them the same way
Still to Come
Chat Logs will show what was collected, how it was collected, and whether it was mapped to a Smart Parameter, similar to the recent Concierge update.
Learn more in our Support Article.
3. Marketo and Salesforce Nodes on the Same Path
What's Changed and Why
We previously blocked the two from co-existing because there was no mechanism to handle the delay between Marketo creating a lead and us matching it in Salesforce. Two new node options handle that now.
- SFDC Update or Create Record node has a new Retry matching to lead or contact option. Instead of creating a record, Chili Piper waits and matches the newly created Lead via the Marketo-to-Salesforce sync, as Concierge does today. Add the SFDC node after Marketo, and the option comes pre-selected
- Routing Rule node has a new 'Wait for CRM updates' before this rule runs toggle. It holds the journey until an earlier CRM update finishes saving, so the rule evaluates against the latest record
Learn more in the 'Using Marketo and Salesforce on the same path' section of our Support Article.
Happy building! 🌶️
Two updates to Distro are live for all customers:
- Spam records get blocked before they're ever routed
- Scheduled Triggers can now run on any schedule you can write as a cron expression
1. Spam Checker Now Runs in Distro Flows
The same checks that filter spam form submissions in Concierge and spam conversations in Chat now runs inside Distro. Checks, weights, and the threshold are set in Spam Checker settings under 'Chili Agents' and are shared across all three, so a single configuration covers Concierge, Chat, and Distro.
How It Works
Add the Spam Checker node after your Entry Rule and Delay (those two can be in either order) and before any Routing Rule or CRM Matching nodes. Clean records continue through the Flow as normal; spam records are blocked, routing stops, and the record remains unassigned.
What's Possible
- When a record is marked as spam, write the score to a Spam Score field in Salesforce and update any other Salesforce fields you pick, for example setting Description to "This is spam", all in one Salesforce update
- See blocked records in Distro Logs with a "Blocked as Spam" banner, counted in the log summary totals
- Read the full breakdown on any blocked record: the score against your threshold, and which checks passed or failed
Learn more in our Support Article.
2. Run Routing Only When Your Team Is Working
A recurring Scheduled Trigger could only run every hour, day, week, or month. That covered most cases, but not "weekdays only" or "twice a day, 9 AM and 5 PM", so teams who didn't want routing firing at midnight or over the weekend were stuck running a single daily job.
What's New
"Flow starts every" now has a fifth option: Custom (Cron). Enter a Quartz cron expression and the Flow runs on every occurrence it matches.
[Second] [Minute] [Hour] [Day of Month] [Month] [Day of Week]
For example:
- 0 0 8 ? * MON-FRI- 8 AM, weekdays only
- 0 0 9,17 * * ?- twice a day, 9 AM and 5 PM
- 0 0 8 ? * FRI#3- the third Friday of each month
- 0 0 8 L * ?- the last day of each month
The Timezone you select on the Flow is the timezone in which the schedule is evaluated.
Things to note
- One of Day of Month and Day of Week must be ?. Quartz can't honor both at once, so setting both, or neither, is rejected. A five-field Unix expression is rejected too, since seconds are required
- Start Date and Start Time bound when the expression starts firing; they don't add a run of their own. Picking Custom (Cron) sets them to the next whole hour, and you can override it to run sooner
- Expressions are checked as you type and again on publish, so a broken schedule can't go live
Learn more in the 'Use a cron expression' section of our Support Article.
The Web Experiences snippet now accepts a lead object and a set of JS options, so a page that already knows who someone is can pass that straight to the widget.
What's Changed and Why
The snippet let you specify a journey (playbookId) and nothing else. Anything beyond that had to be passed as a URL parameter, so a page that already knew who someone was had no way to tell Chili Piper. Concierge's ChiliPiper.submit() has accepted a lead object for years; the Web Experiences snippet now does too.
What You Can Pass
- lead- visitor fields as key-value pairs, so the widget knows who someone is before they type anything
- locale- set the widget language from the page instead of the browser
- accountId, opportunityId, campaignId + status, caseId - identify the Salesforce Account for routing, and relate the booked meeting to the right record
- meetingTypeId- force a specific meeting type
- event- write extra field values onto the calendar Event
- onTriggered,onSuccess,onError- callbacks in the config object, rather than listening for postMessage globally
A field passed via
lead
isn't asked for again. If the page supplies the email, the Send Data Field step skips it.Why It Matters
- In-app: embed Chat and pass the logged-in user, with no "what's your email?" step
- Attribution without URL parameters: read UTM or campaign data from local storage and pass it in at init; it reaches Salesforce without touching the address bar
- Post-booking: someone books, gets redirected to a thank-you page, and Chat loads there with their details already in hand
Things To Note
- Every key in the lead must match a configured Smart Parameter or a data field reference. If one key doesn't match, none of the values are used, and there's no error message. Check each key before you deploy
- Dynamic tags in chat messages don't resolve values passed via lead. To greet someone by name, collect the field in the flow
- The record options are Salesforce-only; there's no HubSpot equivalent in the snippet
Learn more in our Support Article.
The newest round of API and MCP updates is live - here's what's new.
ChatGPT and Gemini Connect to Our MCP Server
You can now connect ChatGPT and Gemini to the Chili Piper MCP. If you need help connecting to the MCP, please see this help article.
See and Fix Your Integrations
- Read and fix user mappings from the API.See how your users are matched to their counterparts in Salesforce, HubSpot, Gong, Slack, and Microsoft Teams, and fix a mismatched rep without hunting through the UI. You send the full set of mappings and they're applied together.
- Connection status covers all your integrations.Salesforce, HubSpot, calendars, Slack, Gong, and Outreach connection state is now on the API, with a single endpoint. Status now comes directly from each service.
More Control Over Routers and Distribution
- More CRM actions on a router.Add to Campaign used to be the only router CRM action you could read and set. You now get Record Update and insert actions for both Salesforce and HubSpot, and you can look up Salesforce campaigns from the API instead of tracking down the campaign ID yourself.
- Workspace distribution settings are readable and editable.The workspace-level round-robin settings are now exposed, covering vacation calibration, crediting a rep back after a cancel or no-show, and the timing of counter resets.
More Visibility Into What Happened
- Concierge phone-call logs on the API. Phone-call logs from Concierge routers now come back the same way you already pull Chat and Distro logs.
- Where a meeting was booked from.The meeting response now includes the source URL, its parameters, and UTM parameters, so you can trace which page or link generated a booking.
- Availability, confirmed.The availability API now indicates whether a user has configured their availability.
Adding a User No Longer Sends the Invite Email by Default
⚠️ Check this one if you already call the endpoint. user-invite now creates the account without emailing anyone. Pass sendInvite: true to send the invite in the same call.
Smaller Things
- Unconfigured personal booking slugs and disconnected host calendars return a clear error now instead of a server error.
- The public Edge API reference now has field-level descriptions throughout.
Happy building! If you hit anything unexpected, email support@chilipiper.com.
See every submitted form field in your Concierge logs, mapped or not.
What's Changed and Why
Previously, any field not mapped in a router's Trigger was dropped before it reached the log. You could see the mapped fields, but if a field wasn't capturing data, the only way to find out why was to open the page source and compare it by hand.
What's Possible
- See every field in the form payload, mapped and unmapped, in one place
- Unmapped fields sit in a collapsible "Unmapped Form Fields" group below the mapped rows, with a count badge (collapsed by default)
- Each unmapped row carries an Unmapped badge, with the field name, captured data, and data source still populated
- Expand the group and use the "Go to Form Mapping" link to jump straight to the router's Trigger and map the field
- Works the same on both the form-in-progress/abandoned log and the post-submission log
Things to Note
- Applies to logging only - a field showing in the log doesn't mean it's captured; Routing Rules and the Create/Update Record node still require it to be mapped
- No backfill, historical logs render as they always did
- Third-party Form trigger only
- Config params (id, assignee, accountId) and smart param slugs are stripped out so they don't add noise
Where to find it
- Concierge logs, on both the form-in-progress/abandoned view and the post-submission view.The latest round of API and MCP updates is live, and it's a big one. Here's everything that's new.
New booking and user capabilities
- Book over busy slotsvia the API. A dedicated endpoint now books over busy slots, and even outside working hours, for teams that book everything through their own internal tooling. It ships with its own token permission, so existing tokens can't touch it, and admins decide exactly which ones can. Handle with care - this one books right over tentative holds.
- Send user invite emails in bulk. Add users to your organization without emailing them, then fire off the invites whenever you're ready, either to specific users or to everyone who hasn't been invited yet, in a single call. Useful for loading users into a sandbox now and inviting them later.
More monitoring and visibility
- Meeting Prep briefsare now accessible with the API and MCP. Pull the AI-generated briefs programmatically instead of clicking into meetings one by one, review every brief in bulk, confirm they're being generated, and pipe the content into your own tooling.
- Chat logsnow tell you which rule matched. Each session includes both the rule ID and rule name that matched, and you can filter by rule ID.
Configuration management
- Concierge triggers can now be setvia the API and MCP. Turn a router's link or in-app button on or off, or change the webform, straight from MCP. Previously, you couldn't create or edit a router's triggers at all.
- Web Experiences are now editablevia the API and MCP. Following the recent release that let you create Web Experiences, you can now edit them too, and changes publish instantly.
A better MCP server for agents
- Pre-built promptsfor MCP clients. The MCP server ships ready-made prompt templates for common jobs, like: book a meeting, manage a distribution, query CRM, manage meetings. AI clients can list and pull these down, so agents use our tools correctly on the first try.
- We made some adjustments so that tools are now discovered on demand (using the same endpoints), which reduces calls and uses a fraction of the tokens.
Oh, and
Editable API token permissions
. You no longer have to create a new token every time we ship a new endpoint, or when you need to add one you forgot. Just click to edit the permissions on the token you already have. The token value doesn't change, so nothing breaksHappy building! If you hit anything unexpected, email support@chilipiper.com.
Now, you can use Chili Piper's Concierge router inside Fin for Sales (by Intercom), so the moment a visitor qualifies, they get a confirmed meeting dropped right into the chat. No forms, no email back-and-forth.
Before you start, make sure you have:
- Access to Concierge, which handles the routing and booking
- Access to Fin for Sales, Intercom's AI agent for inbound sales
What's Possible
- Chat visitors can book without leaving Fin. A confirmed slot drops into the conversation the moment a visitor qualifies
- Route every qualifying chat to the right rep automatically, by CRM ownership, territory, or round-robin
- Offer only real availability - Chili Piper checks rep calendars in real time before showing slots, so there are no double-bookings and no stale holds
- Confirm the meeting in-chat. The calendar invite appears inside the Fin conversation before the visitor leaves, with no redirect and no follow-up email
How It Works
Paste your Chili Piper Concierge router config into Fin's scheduling section once. From that point, every qualifying chat triggers the routing and booking flow automatically.
Learn more on the integration page.
You can now create, edit, and delete core Chili Piper configuration through the API and MCP, not just read it.
What's Possible
Full config management (create / edit / delete) is live for:
- Scheduling links
- Handoff routers
- Distro routers
- Concierge routers
- Web Experiences
Meeting Types got deeper editing too: update the default location and conferencing details, associate Reminders, and set whether a Meeting Type is shared across the whole Workspace or with specific Teams.
Also Launched
- Chat logs and conversation history, pull session and conversation history programmatically.
- API request logsnow let you filter by auth method and caller email, and MCP appears as a method option.
- Paginated availability endpoint(slots-v2) for cleaner slot retrieval
There are a lot of possible configuration combinations across flows and journeys, so if you hit something unexpected, please email support@chilipiper.com.
Happy building!
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