65 results found
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Apply manual calibrations to all distributions in a group
Currently, any manual calibrations made to a queue are not automatically reflected in other queues across a group. An admin must instead add/remove meetings to every queue in a group manually to keep them balanced.
2 votes -
Either Deny Ability to Pull "Unavailable" Rep from HH Queue or Designate in Reports
We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this…
2 votes -
Remove calibration impact of removed users
Remove the calibration-effect of a user if they're removed from the queue
2 votes -
Ability to bulk deactivate & reactive users
We have a process that requires that SDRs be removed completely from routers when they are on PTO. They can not receive new leads even within their calendar availably when they are out on PTO. Because of this process, It would be great if we could remove and re-add users in bulk vs. having to go into each queue and do so manually.
2 votes -
Fallback mechanism for Chat
Have a fallback mechanism similar to what we have for Distro
1 vote -
[Handoff] Be able to control the availability increments
[Handoff] I have set my availability increments to 5 minutes for a meeting type but i am still only able to book in 15 minute increments when using Handoff
1 vote -
Have the ability to reassign a call to any user available regardless of team
When a user needs to reassign a call to another team member, they should have the ability to pick from all team members if needed, not just team members who were part of the distribution the call was originally scheduled.
This should list anyone in the distribution the call was scheduled from first, and then, if no one is available, list any remaining person available.
1 vote -
Convert Lead and relate the Contact to a non-matched Account
We're looking at switching to a Contacts-only model in SFDC and want to convert leads in one of two ways:
- If there's a matched account, you convert the record under that account.
- If there's no match, it's still converted but under a specified placeholder account instead.
We do not want to create a new Account if there's no match.
1 vote -
ctrl find in a router
Can you add the option to ctrl + find on a Chili Piper Fire router page so that we can easily find routing rules and their "Display Calendar?". We have individual routers with 100+ routing rules, and we want to easily find a rule and its display calendar.
1 vote -
Include form values in redirect URL as part of the URL instead of as Query Parameters
I'm trying to redirect to landing pages based off the locale of a user so they get redirected to a page translated to the correct language. The locale is typically part of the URL and not a Query parameter. It would massively reduce the complexity of our routing if we could simply specify a spot in the URL to place a value from the submitted form.
For example: https://ourwebsite.com/<locale_code_here>/thank-you
1 vote -
Can we removed Meeting Type that does not have schedule link from Handoff Router
Can we removed Meeting Type that does not have schedule link from Handoff Router
1 vote -
Job feature within Distro
Would love to replenish accounts for an AE/SDR who has less than 150 accounts. (e.g. if an SDR has <150 account in "working", then we route them more accounts"
1 vote -
Capping for Concierge
It would be great if Chili Piper can find another team or user when an assignee has reach a certain level of meeting booked.
Cap the assignee and distribute the other meetings to one other person or a team of users.
1 vote -
Don't require Redirect on unsuccessful booking in Fire Concierge
In Fire Concierge, remove the requirement for a redirect on unsuccessful bookings. Instead, allow users to remain on the same page with a message or guidance on how to complete their booking.
Since we are using this in-app, this would enhance user experience by minimizing disruption, enabling users to easily retry without navigating away from the booking page.
This change will streamline the booking process, reduce user frustration, and improve the overall flow, ensuring a smoother and more intuitive interaction when issues arise during the booking attempt.
1 vote -
1 vote
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1 vote
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Set fallback actions for when integrations disconnect
I wish when the status changed, there was a way to get an alert or automate a downstream change. If someone's calendar connection breaks, for example, we need to remove them from the cue. Right now, we just have to go into the user list and check everyone periodically.
1 vote -
Ability to read a time stamp in Salesforce
Ability to read a time stamp in salesforce. For example 8:00 needs to be routed to an EST rep while 17:00 should be routed to PST rep
1 vote -
Query Salesforce based on Account Record
Be able to query Salesforce based on Account Record Type when looking at ownership rules. For large companies with multiple account types only looking at 5 accounts isn't enough and the value will Chili Piper decreases over time as more accounts are added.
1 vote -
Sales Level Agreements from Distro Available Elsewhere
We did a demo of distro and my biggest takeaway was the SLA actions tool. We've been working on that in our org separately and the tool accomplishes a couple of things that would be useful on their own or tied to concierge as well. The time dependent actions can be really difficult to set up inside a CRM on its own and that would really simplify that process. Also being able to schedule slack reminders would be a huge benefit for everything we currently use.
1 vote
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