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.

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.

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 💪

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:

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.

• Route to an Existing Owner
• Route to a named Account Owner using a custom field
• Route using data from your form
• Exclude public domains
• Catch-All Queue - What's a catch-all queue you ask?! It's a queue that has no rules and usually one or two people to route leads that don't fit any of the rules of the other 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.

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:

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.

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! 🌶