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How can we improve Chili Piper?

'Fallback when rep's are OOO in Concierge' has been merged into this idea

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Backup For Reps Out of Office

Give client ability to decide if they want to take a second assignee's availability into account when scheduling or just schedule with the primary assignee. This could be extremely helpful if an Prospect hits an Ownership queue but their assignee is OOO or on extended leave, we could allow a option to "view more availability" and the Chili Tenant could choose backup assignees or an alternative queue to route to. Potentially this could be applied to the scenario if we allowed customers to enable Strict RR in concierge but then "select additional availability" and route to new queue

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Split idea
This idea was split into a new idea: Distro - ability for Prospect to select "backup" assignee if not available
Mary Shama shared this idea  ·   ·  Report…  ·  Admin →
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  • Becca Prescott commented  ·   ·  Report

    It would be great to have a "buddy" or "distribution" setup for each individual user, so that when they are marked as OOO (either holiday, LTS, PAT/MAT Leave etc) then there is a fall back user or team that can pick this up.

    Something that is not managed within each router, but at a user level to apply to any meeting that would have scheduled with the OOO users calendar.

  • Andrea Smit commented  ·   ·  Report

    especially for scheduling links - not having this feature is a big problem

  • Alexandru Rusu commented  ·   ·  Report

    Allow for coverage if a rep or reps are OOO in Concierge.

  • Micah commented  ·   ·  Report

    Designating who a user’s “backup” is when on vacation, so that when owner goes on vacay, backup gets booked without updating the owner
    - Similar to when a google calendar is disconnected

  • Loan Vu commented  ·   ·  Report

    Sales roles are typically high turnover roles. It's hard to plan and move quicker than CP so was hoping there was a way to re-assign a person who has left to one particular person until leads, contacts, and accounts have been updated to the new owner.

  • Adminemily brink (Enterprise Customer Success Manager, Chili Piper, Inc.) commented  ·   ·  Report

    High Level Need: New Logic, rules, or router settings that allow an OWNED lead/prospect/contact to be rerouted OR to select an option that reroutes them to a catch-all or round robin queue in the event that the Owner is on extended leave or vacation and unavailable for weeks or months. Situation: an employee of a company using Chili Piper is on vacation or an extended leave. They own many accounts in SFDC and will continue to own them upon return from leave. One of their OWNED customers wants to book a time to meet with them and hits the ownership queue, but it displays availability only for when they return from leave (could be a week or months, depending on leave type) the customer wants to book a meeting sooner than that with ANYONE at the company, but because they can ONLY hit the ownership queue, they aren't presented with any other employees availability other than their account owner. Additional Notes: for enterprise customers it would never make sense to manually update the owned contacts in SFDC, and it can be too manual / difficult to remember to remove someone from a queue to ensure that person isn't included in the queue while on leave. This even happened here, abby was not removed from the queue until a full month in, and we ARE chili piper. if we can't remember to turn people off, our customers won't.