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Get Started with Concierge for Hubspot

What is Concierge?

Chili Piper Concierge allows you to convert inbound leads into qualified meetings, instantly.

Concierge is an online scheduler that easily integrates with your Hubspot web form. Once the form is submitted, Concierge qualifies the lead, routes it to the correct sales rep, displays a simple self-scheduler for your prospect to book a time, and tracks all of this in your Hubspot CRM - all in a matter of seconds. 

How Does It Work?

Concierge is made up of 6 primary assets that roll up to each other and all live in a Workspace. It's good to have an understanding of each of these assets and how they work together to create automatic routing and scheduling magic 🪄.


How Do You Set It Up?

There are so many awesome settings hidden in the nooks and crannies of the Asset settings. We're going to review the basics here but we encourage you to explore each dropdown to customize Concierge to your needs. Let's get you started.

1. Clone Your Webpage and Form

Before we go add the Chili Piper code to your live forms and site, you'll want to first create a test landing page and form. We recommend cloning an exact copy of the form and webpage that you plan to deploy Chili Piper on.

2. Login and Integrate

Click Here to log in with your OAuth 2.0 HubSpot CRM credentials.

Note: Once you do this, you will become the account sync user and we will use your HubSpot permissions to read/write/edit necessary fields based on your profile's permissions. It is recommended the sync user has a Hubspot Admin profile. This is for CRM integration and does not integrate with your form - we will get to that later 😉

Hit Allow

After you sign in with Hubspot, you will automatically be prompted to sign in via Google Calendar or O365. Go ahead and do that to verify your Chili Piper subdomain!

If you've already logged in and not sure if your HubSpot CRM is connected head to your Global Integrations tab in your Admin Settings and click Connect.

3. Activate Your Users

With your Chili Piper subscription, you will have purchased a set number of user licenses. Go ahead and assign out the user licenses within the Global "Users" tab within the Admin Center. Users will not be automatically invited to login. This is important to do now so we can add them to Queues later.

1. Click the People icon to navigate to your Global User Management

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2. Scroll or search to find your team member

Then Click to assign them a license

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3. Click 🔥 Hot - they will need a Hot license to receive meetings from Concierge

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4. Click to assign them Concierge access

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5. Click Yes

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6. Assign the workspace that they will be working out of primarily

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7. Click CRM

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8. Assign any additional workspaces that they should be a part of

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9. Click Demo

That's it! You can always revisit this page to manage your users and licenses.

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Here's an interactive tutorial

https://www.iorad.com/player/1810661/Assign-Licenses-and-Manage-Users

4. Create a Meeting Type

We automatically create a Default Meeting Type for you that you can use to get started or you can customize and add additional meeting types using the steps below.

Learn how to create a team meeting type within your workspace.

1. Start in your Workspace and click Meeting Types

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2. Click Create meeting type

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3. Type the name of your Meeting Type Ex: Product Demo

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4. Click the dropdown to change the meeting duration

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5. Select a meeting duration

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6. Click Create

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7. Use a combination of merge tags and plane text to customize your meeting invitations.

You can see what they will look like in the preview window on the right.

Hover over a merge tag

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8. Click Replace

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9. Use this menu to find and insert the appropriate merge tags.

Click Guest

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10. Click Company

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11. Click Insert

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12. Hover over {!CP.Assignee.FirstName}

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13. Click Remove

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14. Type your company name

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15. Customize the body of your invitation with plane text in the highlight

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16. Scroll down and click {!} Insert Dynamic Tag

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17. Click Meeting

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18. Click CancelURL

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19. Click Insert

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20. Click Meeting Buffers

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21. Add time before or after the meeting to give your reps time to do pre/post work and ensure meetings don't run into each other

Click None

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22. Click 10 minutes

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23. Click Advanced Settings

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24. Scroll down and click don't allow guests to modify event details

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25. That's how you create a Meeting Type!

We only went through the basics and most common settings but feel free to dive into the nooks and crannies of the settings tabs to fully customize.

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Here's an interactive tutorial

https://www.iorad.com/player/1810335/Create-a-Team-Meeting-Type

Some helpful information about dynamic tags:

  • Guest = Prospect booking the meeting
  • Meeting = Attributes to the meeting like cancelation or reschedule URL
  • Booker = These fields are used in our Instant Booker product (aka don't worry about these for now)
  • Assignee = The person who is receiving the meeting from the form schedule

Add Meeting Buffers to block off your calendar for prep/post-work or prevent meetings from running into each other if they go over.

Review the Availability and Advanced Settings tabs to customize the meeting type to your liking.

Repeat this process to set up the meetings you hold with inbound leads.

5. Create a Reminder

Remind your guests ahead of a meeting via email or text to maximize your show rates. Once you set up a reminder you can apply it to any of your meeting types. 

Remember, assets all work together so you can either find reminders in the Meeting Type you are editing or from the main menu.

Let's create a 10 min email reminder. We see a lot of success with this one 💪

1. From the Workspace main menu click Reminders

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2. Click Create Reminder

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3. Select One hour before Template

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4. Click Use this template

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5. Click Add Meeting type

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6. Search and select the meeting types you created that you want to add this reminder to

Click Demo Test for this example

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7. Scroll down and click Assignee to ensure the reminder is coming from the rep that the meeting is booked with

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8. Scroll down and click into the body of the email reminder to edit

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9. Type "If you need to reschedule use this link:"

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10. Click {!} Insert Dynamic Tag

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11. Click Meeting

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12. Click RescheduleURL

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13. Click Insert

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14. Scroll down and click Save & Close

All done! That's how you create and add a reminder to a Meeting Type.

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Here's an interactive tutorial

https://www.iorad.com/player/1810571/Create-an-One-Hour-Email-Reminder

6. Create a Queue

Most of the time, you will want to route leads to multiple salespeople based on varying criteria. For example, leads from North America from company sizes 10-1,000 should go to Elyssa and Lisa but EMEA 5,001-10,000 should go to Sandra and Marcus. In that case, you would create two queues for those groups of reps and rules. You would then want to create a "catchall" queue that catches all prospects that do not match any criteria so you can route and respond to them appropriately.  

Let's make that first Queue mentioned above:

1. Let's create a Queue for North American SMB Leads with Non-Personal Emails

First Click Meeting Queues from the Workspace main menu

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2. Click Create New Queue

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3. Click and Name your queue

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4. Click Algorithm dropdown

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5. We are going to stick with an Advanced Round Robin for this example
 

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6. Open Online Booking URL

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7. This is where the Default Booker comes in. Since you are creating the queue you are automatically the Default Booker. 

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8. We use the Default Booker as a proxy to book the meeting onto the calendar of the Assignee, therefore it is important that the Default Booker (you) has their calendar connected to Chili Piper.

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9. Open the Meeting Settings menu

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10. Select the default meeting type you want to book for the people in this queue from the dropdown

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11. Select Demo Test

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12. Change "Meeting is created in:" to the "Assignee's calendar". This way your rep will get the meeting, not you.

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13. Scroll down and Click + Add Rule

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14. Let's add the rule for North American leads

Click TicketsOwner

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15. Select Company

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16. Click About Us

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17. Select Country/Region

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18. Click and Type the exact value(s).

In this case, NA

Separate multiple values with commas

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19. Click + to add another rule

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20. Click TicketsOwner

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21. Select Related Contact

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22. Click =

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23. Select not contains

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24. Type gmail.com

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25. Click +

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26. Click TicketsOwner

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27. Select Related Contact

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28. Click Email

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29. Select Company size

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30. Click =

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31. Select >=

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32. Type 10

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33. Click +

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34. Click TicketsOwner

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35. Select Related Contact

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36. Click Email

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37. Select Company size

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38. Click =

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39. Select

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40. Type 1000

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41. We don't need to change the logic for this Queue but you can use AND, OR, and () to manipulate the logic.

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42. Click Save

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43. Scroll down and toggle on the reps you want in this queue

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44. Click to toggle on

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45. Click Activate queue

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46. Once you create a Queue, it will be activated. To deactivate it until you're ready to use it, toggle it off here.

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47. Click Deactivate

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Here's an interactive tutorial

https://www.iorad.com/player/1810583/Create-a-Queue

Some things to note about Queue settings:

Online Booking URL: This is where the Default Booker comes in. Since you are creating the queue you are automatically the Default Booker. We use the Default Booker as a proxy to book the meeting onto the calendar of the Assignee, therefore it is important that the Default Booker has their calendar connected to Chili Piper.

Rules:

  • Object: Choose a Hubspot CRM Object 
  • Field(s): Choose the Field on that associated Object
  • Value: Type the desired value - this is case-sensitive and must match the values in Hubspot. Separate multiple inputs with commas 
  • Logic: Use AND OR logic and () for grouping

Use the instructions below to build some of the most commonly used queues.

​🥳 Congratulations you just created a queue! Repeat until you've created queues to match your distribution rules + a catchall queue.

7. Map your Form

Let's map the fields from your Hubspot CRM and Forms to Chili Piper so they can all speak the same language. You'll want to repeat this process if you have different forms with different fields. You don't need to do this if you have one form used in multiple places.

1. Click Forms from the Workspace menu

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2. Click Add new Form

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3. Click and rename your form to Demo Landing Page Test

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4. Scroll down and click ADD NEW FIELD

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5. Name the field you want to add

In this example, type Company Name

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6. With your mouse, select text New Field

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7. Replace it with Company Name

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8. Now we have to get the Form Field Name from your HubSpot Form

In HubSpot Click Marketing

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9. Hover over Lead Capture

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10. Click Forms

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11. Find and Click to open your form

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12. Click Edit

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13. Find the text to the left of Contact Property on the field you are adding to Chili Piper

Double click and copy

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14. You can also find it here after clicking into the field property

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15. Go back to Chili Piper and paste the copied contact property into the Form Field name

Windows + v (win) or Command + v (mac)

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16. Now map this to the Hubspot CRM field

Click the dropdown

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17. Click Company

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18. You're done! Your form will auto-save

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Here's an interactive tutorial

https://www.iorad.com/player/1810590/Map-a-Hubspot-Form

Some helpful notes:

  • ​Contact = The Hubspot CRM Field Name
  • Label = What it's called on the form
  • Error Message = Up to you but you can just use the standard "[Label] is required"
  • Form field name: 
    • ​In Hubspot navigate from Marketing > Lead Capture > Forms > Search and open the form you are mapping
    • Click Edit
    • The italicized name next to "Contact Property" on the form field is the Form Field Name you want to put in Chili Piper

P.S.  - Your work will auto-save.

8. Create an Inbound Router

Did you notice how each step rolled into the next asset you created? Time to create your Inbound Router - the umbrella to all the assets you've created thus far. Here's how:

1. Start by Clicking Inbound Router on the workspace menu

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2. Click ADD NEW INBOUND CONCIERGE

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3. Click and Type your Router Name

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4. Click the Dropdown to choose the form you mapped where this router will be connected to

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5. Select Demo Landing Page Test

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6. Scroll down and click HubSpot CRM options

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7. Toggle OFF "Chili Piper creates contact in HubSpot CRM real time" since your HubSpot form will be doing this.

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8. Toggle ON "Chili Piper updates existing contact in HubSpot CRM real time" unless you don't want to update contacts

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9. Scroll down and click Scheduling Queues

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10. Scroll down and Toggle ON the Queues you made

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11. Toggle ON

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12. Toggle ON

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13. Don't forget to toggle ON your Catch-all queue

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14. Scroll down and click to open Queues for prospects who don't take action

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15. Scroll up and click highlight

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16. Click highlight

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17. This section is all about making sure leads don't slip through the cracks. Sometimes people fill out their info but get distracted. Make sure they still get routed and followed up with by customizing these settings.

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18. Most people use their catch-all queue to distribute people who didn't book a meeting but you can choose to use the same queues

Toggle ON

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19. Click to open Router Redirect - this is where we determine what leads will see after they book, don't book, or are disqualified

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20. Click to turn on a redirect for leads who successfully schedule a meeting

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21. Paste your thank you page URL here

TIP: Turn off the redirect in your Hubspot form settings since Chili Piper will be doing this now

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22. Scroll down and click "Take user to a special page" to turn on a redirect for users who fill out the form but don't book a meeting

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23. Paste the landing page URL here for users who don't book. Often a clone of your "Thank you for booking" page but with slightly different messaging to inform them that while they didn't book, someone will followup.

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24. Lastly, add a redirect for disqualified leads.

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25. Click Create

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26. When you are ready to turn this router on, open it from the Inbound Router page

Click to open

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27. Toggle ON the router

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28. Scroll down and click Embed for your form...

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29. Click Copy code

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30. That's it. You're ready to paste your Inbound Router into your HubSpot form!

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Here's an interactive tutorial

https://www.iorad.com/player/1810651/Create-an-Inbound-Router

9. Let's Test it Out!

You've done a lot of hard work - let's see it all come to life by adding your Inbound Router JavaScript snippet to your Landing Page footer.

1. In your Inbound Router - copy the JavaScript snippet under the "Embed for your form" section

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2. Head to HubSpot and click the Marketing menu

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3. Click Landing Pages

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4. Click Edit on your test landing page

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5. Click Settings

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6. Scroll down and click Advanced options

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7. Paste the copied JavaScript code in the Footer HTML

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8. Click Publish

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9. Click Publish now

After publishing - open the page and test it out!

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Here's an interactive tutorial

https://www.iorad.com/player/1810657/Embed-Chili-Piper-into-a-Hubspot-Landing-Page


Now Make it Your Own:

10. Edit your CRM Actions

Head to "CRM Actions". This is where you can determine what is being tracked back to your Hubspot CRM and how. You can customize Engagement settings and Contact settings. Let's review your options:

Engagements > determine how and where you want to track Engagements when a meeting is booked

  • Most people will apply the same settings to all Meeting Types since the meetings for this workspace are usually all related to a Ticket, Company, or Deal. However, you have the option to customize where the Engagement is created for each Meeting Type.
  • You will also want to decide if you want a record of all meetings booked even if they are canceled and removed from a calendar or if you would also like to clear those meetings from your CRM

Contacts > determine how you create and update contacts

  • Remember new leads will be created by your HubSpot form but contacts can be updated. Choose if you require their company website domain to match their email domain.
  • You can also choose to update the contact owner to the assignee of the meeting or keep the existing contact owner. This will be important if you are using ownership-based routing.
  • Again, you can apply these settings to all meeting types or customize per meeting types

11. Review your Workspace Settings

Take a look at the Workspace Settings and make sure everything looks good to you. This is where you can:

  • Enable Vacation Calibration - Once checked, the assignee meeting count will be given "fake" meetings upon returning so that Chili Piper does not try to catch him/her up based on his/her meeting deficit. This means his Total Meetings will be the average of his/her teammates upon returning. 
  • Hide Reporting from your end-users
  • Override the round-robin algorithm monthly fairness reset
  • Set your event syncing frequency
  • Enable multi-language - Chili Piper supports 31 different locales and languages! 🗺

12. Add Your Branding

Head to CSS Preferences to customize Chili Piper to match your brand. You can use some of the most frequently used CSS here and update with your specific HEX Codes.

13. Train Your Users

Wow, you're on fire and ready to blow your team's mind! Get them set up using this guide.


🌶 Congratulations on your Concierge launch! 🌶

 

About the Author

Marie Lunney is the Director of Digital Customer Success at Chili Piper. Her goal is to drive our customers to success through digital programs. In her spare time, she enjoys a spicy margarita and tending to her plant babies.

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