> ## Documentation Index
> Fetch the complete documentation index at: https://docs.os.default.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Switch from Chili Piper to Default

> Migration guide from Chili Piper to Default: how Concierge, Distro, Handoff, and ChiliCal map to Default workflows, queues, and events, the setup steps in order, and what has no direct equivalent.

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.

<Note>
  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.
</Note>

## 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](/forms) picks up your existing forms. A [workflow](/workflows) 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](/chrome-extension). |
| **ChiliCal** | Scheduling links and personal booking pages. | [Events](/events) and their booking links. |
| **Teams** and **Distributions** | Groups of reps and the rules that share work between them. | [Queues](/queues) and [routing policies](/policies). |
| Enrichment Waterfalls | Fill in lead data from enrichment providers. | The **Enrich Data** node with an enrichment [waterfall](/settings/configurations/waterfalls). |

## 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](/forms/your-forms) and [Pardot forms](/forms/pardot). |
| Form mapping to **Data Fields** | Map each form field to a **Person** or **Company** field. See [Map form fields](/forms/your-forms#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](/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**](/workflows/steps-actions#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](/workflows/steps-notifications). |
| **Enrich** node after the prospect submits | **Enrich Data** node, placed before the routing nodes. See [Enrich leads before routing](#enrich-leads-before-routing-in-default). |
| 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](/workflows/steps-crm). |

## 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](/workflows/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](/workflows/steps-crm#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](/workflows/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](/events): duration, buffers, notice period, booking questions, and messages. |
| **Reminders and Messages**, by email and SMS | Templates in [Messages](/scheduling-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](/meetings). The policy's **Credit Behavior** gives the member a turn back. |
| Meetings Activity | [Meetings](/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](/workflows/steps-enrichment) and [Waterfalls](/settings/configurations/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.

<Steps>
  <Step title="Start from the form">
    In **Workflows**, create a workflow and add the **Form Submission** trigger. Set
    **Connected Form** to `Request a demo`.
  </Step>

  <Step title="Enrich the lead">
    Optionally, add **Enrich Data** with **Enrichment target** set to **Both** and your waterfall as
    **Enrichment source**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Handle people who do not book">
    On each **Not booked** branch, add **Send Slack Message** so the owner can follow up.
  </Step>

  <Step title="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](/workflows#the-enabled-switch) so the status reads **Live**.
  </Step>
</Steps>

<Warning>
  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.
</Warning>

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

<Steps>
  <Step title="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](/settings/integrations/salesforce) and [HubSpot](/settings/integrations/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.
  </Step>

  <Step title="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](/member-onboarding).
  </Step>

  <Step title="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](/settings/users).
  </Step>

  <Step title="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](/policies) and [Queues](/queues).
  </Step>

  <Step title="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](/events).
  </Step>

  <Step title="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](/pixel-sdk-setup) and
    [Your forms](/forms/your-forms).
  </Step>

  <Step title="Rebuild Concierge routers, Distro routers, and Handoff">
    Build 1 workflow for each Concierge router, as in
    [Rebuild a Concierge router](#rebuild-a-concierge-router-as-a-default-workflow). 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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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](/forms/your-forms#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](https://www.default.com/comparison/chilipiper)


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