Switch from Chili Piper to Default

Switching from Chili Piper to Default means rebuilding your Chili Piper routers, distributions, and meeting types as Default workflows, queues, and events. Default connects to Salesforce or HubSpot, picks up the forms already on your website, and can enrich, match, route, and book each lead in 1 workflow. This guide is for admins. Default does not import Chili Piper configuration, so plan to rebuild each router and move your forms over 1 at a time.

Chili Piper’s current platform renamed some objects from its Legacy platform. A Legacy Queue is now a path with a Rule, a Team, and a Distribution. This guide uses the current names.

Chili Piper and Default at a glance

Chili Piper product	What it does in Chili Piper	Where it lives in Default
Concierge (Form Concierge)	Qualifies a web form submission, routes it, and shows a scheduler.	Forms picks up your existing forms. A workflow with the Form Submission trigger routes the lead and shows a scheduler.
Distro	Routes Salesforce records to reps.	A workflow with the CRM Record Created or CRM Record Updated trigger, a Round-Robin node, and an Update Record node. Works with Salesforce and HubSpot.
Handoff	Lets a rep book a prospect with the right colleague.	A workflow with the Extension trigger, run from the Chrome extension.
ChiliCal	Scheduling links and personal booking pages.	Events and their booking links.
Teams and Distributions	Groups of reps and the rules that share work between them.	Queues and routing policies.
Enrichment Waterfalls	Fill in lead data from enrichment providers.	The Enrich Data node with an enrichment waterfall.

Chili Piper Concierge in Default

Chili Piper Concierge qualifies a form submission, routes it, and shows a calendar. In Default, the same job is a workflow that starts from the Form Submission trigger.

Chili Piper Concierge	Default
Concierge script on the page, set to the form type: HTML, HubSpot, Marketo, Pardot, and others	The Pixel, installed once for each site. Catalog forms adds each existing form. Default recognizes plain HTML forms and embedded HubSpot, Marketo, and Pardot forms. The Pixel captures HTML, HubSpot, and Marketo submissions itself. For a Pardot form, send its submissions with the Forms SDK. See Your forms and Pardot forms.
Form mapping to Data Fields	Map each form field to a Person or Company field. See Map form fields.
Webform trigger	Form Submission trigger, with Connected Form set to the form.
Routing Rule with CRM Ownership	Match Record finds the existing Salesforce or HubSpot record. On Match, Display Scheduler uses the record’s owner as the host.
Routing Rule on CRM or form values	A Multi-Branch node, or a Rules of Engagement ruleset that picks a queue from form, CRM, and enrichment data.
Catch All path	The Else branch of Multi-Branch or of Rules of Engagement.
Display Calendar node, for the Owner, a Team, or an Individual	Display Scheduler node. Use the event’s hosts, or turn off Use event hosts and set a member, a queue, or an owner from workflow data.
Disqualification, then a redirect	Conditions in Multi-Branch, then a Redirect node.
Assign To for prospects who do not book	The Not booked branch of Display Scheduler, with Round-Robin and Update Record.
Notify node, by email or Slack	Send Slack Message or Send Internal Email. See Notification nodes.
Enrich node after the prospect submits	Enrich Data node, placed before the routing nodes. See Enrich leads before routing.
CRM nodes such as Create or Update Record, Create Event, Create Engagement, and Update Ownership	Create Record, Update Record, Create Activity for Salesforce, and Create Engagement for HubSpot. See CRM nodes.

Chili Piper Distro in Default

Chili Piper Distro assigns Salesforce records when they are created or updated. Default does the same with a CRM trigger and a queue, for both Salesforce and HubSpot.

Chili Piper Distro	Default
On Salesforce Events trigger: record created, or updated on selected fields	CRM Record Created or CRM Record Updated, with an optional Condition. See Triggers.
Entry rule	The trigger’s Condition, or a Multi-Branch node.
Assign & Update Ownership node	Round-Robin picks the member, and Update Record writes the owner field.
Rules that pick a Team	Rules of Engagement or Multi-Branch, each path ending at a queue.
Lead-to-Account (L2A) Matching	Match Record on the Account, with the domain matches operator on Website. See Match an account by company domain.
Duplicate Matching, such as Lead-to-Lead and Lead-to-Contact	Match Record on the Salesforce Lead or Contact, matched by email.
Lead Conversion node	Convert Lead node.
Field Update and Opportunity Creation nodes	Update Record and Create Record.
Task Creation node	Create Activity with Type set to Task.
Rep weights	Enable weighted distribution on the policy, then each member’s Weight in the queue.
Skipping reps on vacation	The policy’s Availability tab: Exclude members currently out of office, and optionally Exclude members currently busy.
Distro Logs	Workflow run logs, and Routing → Assignments.

Chili Piper Handoff and ChiliCal in Default

Chili Piper	Default
Handoff router, started when a rep selects a prospect in Gmail, Salesforce, HubSpot, or the browser extension	A workflow with the Extension trigger. In the Chrome extension, the rep loads the lead from a Gmail, Salesforce, or HubSpot page, or types the email, then selects Book a meeting with or Copy a Booking Link for.
One-on-One scheduling link and Personal Page	A Quick event and its booking link.
Round Robin scheduling link	A Team event with a queue as its host. The policy’s Slots Rule decides whether the booking page shows 1 member’s times (Single Member) or times when any active member is free (All Active Members).
Group scheduling link, with each rep Required or Optional	A Team event with several hosts, each marked required or optional.
Meeting Types	Events: duration, buffers, notice period, booking questions, and messages.
Reminders and Messages, by email and SMS	Templates in Messages, sent by email or SMS, and assigned to each event’s Notifications and Reminders.
No-shows marked by hand, with credit back	Mark as no-show in Meetings. The policy’s Credit Behavior gives the member a turn back.
Meetings Activity	Meetings, a list and calendar of every booked meeting.

Enrich leads before routing in Default

Default can enrich a lead while the visitor is still on the page, before it routes the lead and shows the calendar. The Form Submission trigger starts the workflow when the visitor submits, so an Enrich Data node right after the trigger runs before any routing node.

Field on Enrich Data	What to set
Enrichment target	Person, Company, or Both.
Enrichment source	A single provider, or a waterfall of up to 5 providers. In this node, a waterfall calls all of its providers at once and keeps the value from the highest provider for each field. Each provider that returns data uses credits.

Providers: waterfalls use Clearbit, Apollo, People Data Labs, and Wiza. Default manages access to these providers, so you don’t need an account or API key with any of them.
Routing on enriched data: a Multi-Branch node can branch on the enriched values, for example company size, and a Rules of Engagement ruleset can use them as inputs.
Writing to the CRM: Create Record or Update Record can write the enriched values to Salesforce or HubSpot.

See Enrichment nodes and Waterfalls.

Rebuild a Concierge router as a Default workflow

This example rebuilds a Concierge router for a Request a demo form. Existing people book with their owner, and new people get an owner from a queue of account executives named Inbound AEs. Only new people get a new record and owner, so a repeat form fill leaves the existing owner in place.

Start from the form

In Workflows, create a workflow and add the Form Submission trigger. Set Connected Form to Request a demo.

Enrich the lead

Optionally, add Enrich Data with Enrichment target set to Both and your waterfall as Enrichment source.

Look for an existing record

Add Match Record. Set CRM to Salesforce or HubSpot, set Record to the object your team owns people on, and match on the submitted email.

Book existing people with their owner

On the Match branch, add Display Scheduler. Choose a Team event, turn off Use event hosts, and set the host to the matched record’s owner.

Route new people to the queue

On the No Match branch, add Round-Robin with Queue set to Inbound AEs. Add Create Record and set its owner field to Latest assigned user. Then add Display Scheduler with Latest assigned user as the host, and a Fallback Host (Optional) in case that member is unavailable.

Handle people who do not book

On each Not booked branch, add Send Slack Message so the owner can follow up.

Test and publish

Select Test, then Run Test with a test submission for a known person and for a new person. Then select Publish, and turn on the deployment switch so the status reads Live.

A workflow test performs real actions. It can create CRM records, count routing assignments, and book meetings. Use test people and a test form page.

To send people to different queues by region or company size, add a Multi-Branch node or a Rules of Engagement node before the Round-Robin node. A Rules of Engagement node that chooses a queue also picks the member, so do not add a Round-Robin node after it.

Move from Chili Piper to Default step by step

Connect your CRM and conferencing tool

Select Settings in the sidebar, then Integrations under Workspace Settings. Connect Salesforce or HubSpot. Salesforce needs the Default managed package installed first. See Salesforce and HubSpot. If your team meets on Zoom, connect Zoom once for the workspace. Google Meet and Microsoft Teams links come from each member’s own calendar connection.

Invite your team and connect calendars

In Settings → Users, select Invite People. Each member connects Google Calendar or Outlook Calendar and sets working hours. See Member onboarding.

Map each rep to their CRM user

In Settings → Users, add each rep’s Salesforce User ID or HubSpot Owner ID. Default needs this mapping to write CRM owners and to use a record owner as a meeting host. See Users.

Rebuild Teams and Distributions as queues

In Routing → Policies, select Create Policy. Choose a distribution rule, turn on Enable weighted distribution if your reps have weights, and review Credit Behavior. In Routing → Queues, select Create Queue, choose the policy, and add members. See Policies and Queues.

Rebuild Meeting Types as events

In Scheduling → Event Types, select Create new event. Use a Team event with a queue as host for round robin meetings, and a Quick event for personal links. Assign reminder and notification templates under Messages. See Events.

Install the Pixel and add your forms

Open Signals, select Add Domain, and install the Pixel snippet in your site’s shared layout or tag manager. Then open the domain’s menu, select Catalog forms, add each form you used with Concierge, and map its fields. See Set up the Pixel and Forms SDK and Your forms.

Rebuild Concierge routers, Distro routers, and Handoff

Build 1 workflow for each Concierge router, as in Rebuild a Concierge router. For each Distro router, use CRM Record Created or CRM Record Updated, then Round-Robin and Update Record. For Handoff, build a workflow with the Extension trigger.

Log meetings in your CRM

Chili Piper routers can create Salesforce Events and HubSpot Engagements. In Default, build a workflow with the Meeting Status trigger set to Booked. Find the guest’s record with Match Record, then add Create Activity for Salesforce or Create Engagement for HubSpot.

Switch over 1 form at a time

When a workflow passes its tests, publish it and set it live. Then remove the Chili Piper Concierge script from that form’s pages, so visitors see 1 scheduler. For record routing, make sure Chili Piper Distro no longer assigns the records your Default workflow now routes, so 2 tools do not overwrite each other’s owners.

Export your Chili Piper history

Before your Chili Piper access ends, export what you need for reporting. Chili Piper’s Meetings Activity and Concierge Logs pages have an export to CSV.

What does not carry over from Chili Piper

Configuration. Default has no importer for Chili Piper routers, rules, teams, distributions, or meeting types. You rebuild them in Default.
Meeting and routing history. Past meetings and logs stay in Chili Piper. Default starts its own meeting and assignment records from the first workflow run.
Assignment caps. Default has no daily, weekly, or monthly cap on assignments for a rep, and no fallback owner for capped reps. Weights and availability exclusions are the controls Default has.
Service-level agreement (SLA) timers. Default has no SLA setting that reminds or reassigns when a rep does not act on a record.
Scheduled and batch routing. Distro’s Scheduled Trigger and CSV Batch Upload have no direct equivalent. Default workflows start from a trigger such as a form submission, a CRM record change, an incoming webhook, or an API call.
Ownership scheduling links. A Default booking link books with the link’s hosts. It does not look up a CRM owner from a URL parameter. To book with the owner, route the lead through a workflow, for example from the Chrome extension.
Router Links with their own form. Default doesn’t design or host forms, so there is no hosted form page behind a link. Put the form on your website, either one you add with Catalog forms or one you create in Default with Create new → New form, and route it with a Form Submission workflow. See Create a form in Default. A Default event’s booking page can ask booking questions, but it does not route on the answers.
Chat and live phone handoff. Chili Piper Chat, Chat AI, Web Experiences, Concierge Live, and Handoff Live have no Default equivalent.
Other enrichment providers. LeadIQ, Lusha, and ZoomInfo are not Default enrichment providers. Default’s waterfalls use Clearbit, Apollo, People Data Labs, and Wiza.
Other conferencing tools. Default adds Zoom, Google Meet, or Microsoft Teams links. Webex, RingCentral, and GoTo Meeting are not supported.
Routing other Salesforce objects. A Default queue counts an assignment when the owner is written to a Salesforce Lead, Contact, Account, or Opportunity, or to a HubSpot Contact, Company, or Deal. An owner written on another object, such as a Case, does not count toward round robin.

Related: Default vs Chili Piper

​Chili Piper and Default at a glance

​Chili Piper Concierge in Default

​Chili Piper Distro in Default

​Chili Piper Handoff and ChiliCal in Default

​Enrich leads before routing in Default

​Rebuild a Concierge router as a Default workflow

​Move from Chili Piper to Default step by step

​What does not carry over from Chili Piper

Chili Piper and Default at a glance

Chili Piper Concierge in Default

Chili Piper Distro in Default

Chili Piper Handoff and ChiliCal in Default

Enrich leads before routing in Default

Rebuild a Concierge router as a Default workflow

Move from Chili Piper to Default step by step

What does not carry over from Chili Piper