Feature Requests

When a chat cannot be matched to an account owner, customers need an alternative to round-robin routing. Round-robin assigns chats sequentially to individual reps, but if that rep misses the notification, the conversation is lost or delayed with no reliable fallback. Requested behavior: Add a "broadcast" routing mode where, instead of assigning to a single rep, the chat is surfaced to all available reps simultaneously (via Slack channel notification or inbox). The first rep to respond claims ownership.

Chili Piper has no native way to identify which company or contact is visiting the website and send a proactive Slack notification when a target account or ICP match is detected. Connecting a website to Slack for real-time visitor intelligence requires purchasing a separate tool such as Qualified, 6sense, or Clearbit Reveal. Admins should be able to define a target account list or ICP criteria, connect a de-anonymization provider, and configure a Slack channel to receive an alert when a matching company or contact is detected on the site, with enough context for a BDR or SDR to engage immediately. This was a closed-lost reason on a deal where the prospect specifically compared Chili Piper to Qualified on this capability and concluded the functionality doesn't exist. Teams running account-based motions expect to act on website intent in real time, and requiring a separate vendor to do it is a gap that costs deals.

Agents have no audio cue when a new chat comes in. Without active monitoring of the chat platform, incoming conversations are easy to miss, leading to slow response times. A sound notification when a new chat is initiated would let agents work across other tabs or tools without constantly checking back, similar to how Drift handled this previously.

When a meeting is booked through Concierge, the rep notification email shows form fill data but not where on the website the prospect came from. Reps have no way to know which product page or URL triggered the booking. Admins should be able to include the source URL or a custom variable in the rep notification email, so reps have context about which page drove the meeting before they get on the call.

When a meeting is reassigned from an SDR to an AE, the invite is sent from the AE's calendar and the SDR loses all notifications and visibility into the meeting. SDRs who booked the meeting have no way to track whether it happened, was rescheduled, or resulted in a no-show. Requested behavior: Allow SDRs to retain visibility and notifications for meetings they booked, even after the meeting has been reassigned to an AE, so they can track outcomes without being removed from the loop. Why it matters: SDRs are typically held accountable for meeting outcomes, not just meeting creation. Losing visibility after reassignment breaks their ability to track results, follow up appropriately, and get credit for meetings they sourced.

Routing notifications are sent to individual users via Slack DM. There's no way to send notifications to a shared Slack channel, which makes it difficult for teams that monitor activity collectively, need a channel-based audit trail, or want a fallback when an individual rep isn't actively watching their DMs. Requested behavior: Allow admins to configure routing and assignment notifications to be sent to a designated Slack channel, in addition to or instead of a direct message to the assigned user. Why it matters: Channel-based notifications support team-based workflows, improve visibility across ops and management, and ensure nothing gets missed when individual reps are unavailable.