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Chat & Web Updates - March 2026

πŸš€ Marketo Integration for Chat
The Marketo integration for Chat is now live for all customers.
What's included:
  • Marketo in Rules – Lead and Company fields from Marketo are available as conditions in any rule within the journey
  • Create/Update Lead – includes an optional Add to List action within the same node
  • Update Field – update lead fields in Marketo directly from the journey (company fields coming soon)
  • Log Chat Activity – creates a custom activity called "New Chili Piper Chat" in Marketo, with a configurable delay to ensure the conversation is finished before logging
  • Log Meeting Activity – creates a custom activity called "New Chili Piper Meeting" when a meeting is booked via Chat
Data field mapping:
When you connect Marketo, a new Mapping to Marketo option appears below Mapping to Salesforce in the data field menu. Default fields (first name, last name, email, etc.) will be auto-mapped.
Setup:
  1. In Marketo, create a new Installed Service and allocate a user to get a Client ID and Client Secret
  2. Navigate to Integration β†’ Web Services β†’ REST API to get your Endpoint URL
  3. Enter the Client ID, Client Secret, and Endpoint URL in the Chili Piper Integrations menu within Admin Center
Coming soon: Add to Program – the Marketo equivalent of "Add to Campaign" in Salesforce.
Support article: https://help.chilipiper.com/hc/en-us/articles/49822563653779-How-do-I-configure-the-Marketo-integration-in-Chat
πŸš€ Account Identification (De-anonymization) in Chat
Chat now supports account identification, allowing Chili Piper to detect and enrich firmographic company information for anonymous website visitors through a script installed on pages where the chat widget is deployed.
Requires an existing contract with
6sense
or
Bombora
is required. Chili Piper connects to your existing provider – no separate data contract with us is needed.
Setup:
  1. Connect a provider – go to Admin Center β†’ Integrations β†’ Built-In tab and enable 6sense and/or Bombora
  2. Ensure the provider's script is already on your website – no extra code required beyond the tag already installed for the provider
  3. Configure your data fields – go to Admin Center β†’ Data Fields β†’ De-anonymized Company to review and manage captured fields (name, industry, revenue, etc.)
  4. Set waterfall priority if using both providers – define which provider takes precedence per field by dragging them in the Waterfall Sequence
  5. Use it in Chat Journeys – open a Journey β†’ Trigger β†’ Show to a specific audience, then build rules using De-anonymized Company fields
Support article: https://help.chilipiper.com/hc/en-us/articles/49793334740499-Account-Identification-for-Web-Visitors
πŸš€ Chat AI – Knowledge Base Improvements
We've shipped a batch of improvements to how you add and manage resources in the Chat AI Knowledge Base.
  1. New 'Add Resource' options:
  • Whole website
    – Enter a URL and choose a scan depth: Shallow (1 level), Medium (2 levels), or Deep (3 levels). Previously locked to 2 levels. Results load progressively in a tree, so you can import whole sections (e.g. everything under /resources/customer-stories) or individual pages
  • Sitemap
    – Unlike Whole website (which stays scoped to the domain), Sitemap reads your sitemap and picks up subdomains too (e.g. help.chilipiper.com, fire.chilipiper.com), capturing content across your entire web presence in a single scan
  • Specific webpages
    – No change, comma-separated URLs as before
  1. New status column:
  • The old 'Links Amount' column has been replaced with a status column showing IMPORTED, IMPORTING, or FAILED per entry and per sub-link.
  • Tree-like view for imported resources:
  • Imported resources now display in an expandable tree grouped by URL path, instead of a flat list.
  1. Backend reliability: the import pipeline has been rebuilt over the last three months with retry logic, improved error handling, and concurrent processing. Stuck imports should be significantly rarer.
πŸš€ Chat AI Tab in the Inbox
A new Chat AI tab has been added to the Inbox for all Chat AI customers. Previously, the Inbox only showed conversations that resulted in a live chat. Admins can now see all conversations where Chat AI was involved, whether or not they ended up in live chat.
What you'll see:
  • The familiar inbox interface with a dedicated Chat AI tab
  • The strategy detected for each conversation (e.g. "talk to a human")
  • The full back-and-forth between Chat AI and the visitor
  • Actions taken and activity log
  • This gives admins a quick way to evaluate how Chat AI is interacting with guests, without digging through the full chat logs tab (which is still available for detailed review).
The Chat AI tab is now also available in ChiliCal My App for end users.
πŸš€ Smart Parameters in Chat
Chat now supports smart parameters in the URL, allowing you to pass data fields into your CRM beyond standard UTM parameters.
How it works:
  • Specify the smart parameter in the data field configuration (e.g. personcountry)
  • Append the parameter to your Chat URL (e.g. ?personcountry=Wales)
  • The value passes silently through the Update/Create Record node into your CRM
Use case example: Campaign attribution – pass identifiers like GCLID (Google Click ID) or LinkedIn parameters such as ACCOUNT_ID and CAMPAIGN_ID, data that wouldn't be collected through the chat journey itself but is needed in the CRM for lead source tracking.
Important to note: This does not pre-fill form fields within the chat journey. Unlike Concierge or ChiliCal links, the data passes through silently to the CRM.
πŸš€ Create Task with Conversation Transcript – Now Available Anywhere in a Journey
The Create Task with Conversation Transcript node is no longer limited to live chat paths. It can now be placed anywhere in a journey, including after Chat AI-only conversations, so customers using Chat AI can capture the full conversation as a Salesforce task.
Requirements
: the node needs an identified Salesforce record to create the task against. Make sure the journey has a Send Data Field node (to capture the visitor's email) and an Update or Create Record node earlier in the path.
One thing to note
: for Chat AI-only conversations, the transcript is created once the session ends. The session timeout is currently hardcoded to 30 minutes of inactivity – an update is coming shortly to honor the delay timer configured on the node itself.