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Website chat agent for a small B2B SaaS sales team on Salesforce with one SDR covering three regions
A custom AI chat agent answers product questions on the website, qualifies visitors, books meetings straight onto the right calendar by region and fit, and logs every conversation as a clean lead or activity in Salesforce. It takes the first-touch and follow-up load off a single overloaded SDR so more qualified buyers reach a meeting instead of going cold in a queue.
| ROLE | SALES | PLATFORM | CUSTOM |
|---|---|---|---|
| INDUSTRY | B2B SOFTWARE / SAAS | ||
| DRAWN BY | HACKING DEMAND | ISSUED | OCTOBER 26, 2026 |
What The Concierge does
A software company of 11 to 50 people has one SDR covering three regions. Demo requests, pricing-page visitors and trial sign-ups arrive across time zones. By the time the SDR responds, many have already moved on or self-served into a trial nobody follows up on. The Concierge works for that SDR and the account executives behind them. It owns the first conversation on the website, 24 hours a day: it answers product and integration questions from approved sources, asks a short set of qualification questions, recognizes existing trial users and customers, books qualified buyers directly onto the right rep's calendar by region and segment, and writes everything into Salesforce so the SDR starts each day with booked meetings and context instead of a backlog. It does not negotiate price, make security or legal commitments, or handle support tickets. Those go to people.
Custom build
The team runs Salesforce, not HubSpot, so HubSpot Breeze agents are not the right fit. A custom AI build gives control over which sources the agent can cite, how it reads trial and usage data, and exactly how it writes to the team's existing Salesforce fields. Salesforce's own native agent tooling is an option, but for a team of this size it is usually heavier to license and configure than needed for one website chat use case. Chili Piper handles region-based routing and in-chat booking natively against Salesforce, Warmly adds account context to anonymous visitors, FullEnrich fills gaps on captured leads, and n8n ties the pieces together so changes to routing or fields do not require rebuilding the agent.
What starts it
- A visitor opens the chat widget on any page, or lingers on the pricing, integrations or comparison pages and gets a proactive prompt
- A visitor identified by the visitor-intelligence tool matches the target account list or an open Salesforce opportunity
- A trial user clicks 'Talk to sales' or hits a usage milestone (seat limit, key feature activated) while logged in
- A demo or contact form is submitted and the visitor stays on the confirmation page, so chat continues qualification and books instantly
- A booked meeting is cancelled or no-shown, prompting the agent to offer a reschedule on the visitor's next site visit
What it reads
- Salesforce: leads, contacts, accounts, open opportunities, account owners and territory fields
- Approved knowledge base: product docs, help center, integration pages, security overview, published pricing page and objection-handling notes from sales
- Product usage data synced to Salesforce account records (trial status, plan, active seats, key feature adoption)
- Warmly for visitor and company identification and buying signals on anonymous traffic
- Chili Piper routing rules and rep calendars (region, segment, round-robin)
- FullEnrich for filling missing firmographics and contact details on captured leads
How it works, step by step
- Identify who is in the chatOn chat open, the agent checks Warmly signals and looks up the email or company domain in Salesforce through an n8n workflow. It classifies the visitor as new prospect, active trial user, existing customer, or open-opportunity contact. Customers asking support questions are sent to the help center and support inbox, not into the sales flow.
- Answer the research questions firstBuyers arrive having read a lot. The agent answers product, integration and use-case questions using only the approved knowledge base, cites the doc or page it used, and says plainly when it does not know. Pricing answers stay limited to what the public pricing page states.
- Qualify in four questions or fewerThe agent asks only what it cannot infer: team size or seats needed, the problem they are solving, current tool, and timeline. Firmographics already known from Warmly, Salesforce or FullEnrich are not asked again. Answers map to Salesforce fields the team already uses for scoring.
- Route by region, fit and motionChili Piper routing applies the team's rules: region (time zone or country) and segment decide the rep, existing account owners always get their own accounts back, and trial users showing expansion signals go to the AE or owner rather than the SDR queue. Low-fit visitors are offered the self-serve trial or relevant content instead of a meeting.
- Book the meeting in the chatQualified visitors see the right rep's open slots in their own time zone and book without leaving the conversation. The confirmation includes a short agenda built from what they said, and the rep gets the chat transcript before the call.
- Write it all into Salesforcen8n creates or updates the lead or contact, deduplicates against existing records, attaches the transcript and qualification answers, sets lead source to website chat, and logs the meeting as an event tied to the right account. Unbooked but qualified visitors become a task for the SDR with a suggested next step.
- Follow up on the ones who did not bookFor visitors who left mid-conversation with a captured email, the agent drafts a single follow-up referencing their question and a booking link, queued for SDR review during pilot and sent automatically once approved. Repeat visits from the same account surface the prior conversation so the agent picks up where it left off.
When a person takes over
- Live takeover during business hours in each region: when a high-fit account (target list, open opportunity, or large seat count) is chatting, the SDR or regional AE gets a Slack alert and can join the chat directly.
- Pricing negotiation, custom contract terms, discounts or procurement questions go to the assigned AE, because the agent may only repeat published pricing.
- Security reviews, compliance questionnaires, data residency or legal questions go to the person who owns security responses, with the question logged as a Salesforce task.
- Any question the agent cannot answer from the knowledge base with confidence is handed off with a promised follow-up time, and the gap is added to a weekly knowledge-base review list.
Rules it follows
- Answers come only from the approved knowledge base and published pricing. No invented features, roadmap dates, integrations or discounts.
- Trial and customer awareness: before treating anyone as a new lead, the agent checks Salesforce for an active trial or paying account. Existing customers and trial users are routed to their owner, never offered a new trial or entered into a cold follow-up sequence, and expansion questions go to the account owner.
- The agent states it is an AI assistant at the start of every chat and offers a human option at any point.
- Consent and privacy: chat transcripts and captured contact data follow the site's consent banner settings and regional rules, and nobody is added to email sequences without the appropriate opt-in for their region.
- Tone and scope are fixed in the agent's instructions: concise, no pressure tactics, no badmouthing competitors, no support troubleshooting beyond linking the help center.
How you know it works
- Meetings booked through chat per week, split by region
- Chat-sourced pipeline created in Salesforce and its conversion to closed-won
- Speed to first response for inbound website leads, by region and time of day
- Show rate on chat-booked meetings compared with form-booked meetings
- Share of chats handed off to a human, and share of unanswered questions closed through knowledge-base updates
From pilot to live
- Pilot (pricing, demo and integrations pages)Launch on the highest-intent pages only. Connect Salesforce, Chili Piper and the knowledge base, set routing for all three regions, and keep follow-up emails in SDR-approval mode. Review every transcript weekly with the SDR and an AE to fix wrong answers, tighten qualification questions and adjust routing.
- Expand (full site and trial users)Turn the widget on site-wide, add proactive prompts driven by Warmly signals, and connect product usage data so trial users and expansion signals route to account owners. Enable automatic follow-up for the message types the SDR approved during pilot.
- Operate and improveOngoing maintenance: monthly knowledge-base refresh after releases and pricing changes, routing updates as reps or territories change, Salesforce field mapping checks, and a monthly review of booked meetings, show rates and handoff reasons to decide what the agent should handle next.
Tools that fit
Chili Piper
Demand conversion platform
Warmly
Reveal site visitors and buying signals
FullEnrich
Waterfall contact enrichment
n8n
Workflow automation platform
Some tool links are partner links. Hacking Demand may earn a commission at no extra cost to you.
This blueprint is a version of The Concierge (website chat agent) ↗
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Scope this agent ↗ Get your own blueprint ↗Good questions.
Straight answers.
What happens when a trial user opens the chat? Will the agent treat them like a new lead?
No. The agent checks Salesforce for an active trial or paying account first. Trial users get product answers tied to their stage, and if they show buying or expansion signals (asking about more seats, admin controls, or annual plans) they are routed to the account owner or AE, not into the SDR's new-lead queue or a cold sequence.
Does this replace our SDR?
It replaces the part of the job one person cannot physically cover: instant responses across three time zones, basic qualification, booking, and data entry. The SDR keeps the high-value work, live-joining chats with strong accounts, follow-up on qualified leads that did not book, and outbound. The goal is that their day starts with booked meetings and context rather than a stale inbox.
How do meetings get assigned when one SDR covers three regions and AEs have different territories?
Chili Piper applies the routing rules you already use: country or time zone picks the region, segment or seat count picks SDR versus AE, and existing account owners always get their accounts back. When a territory changes or someone joins, the rule is updated in one place and the agent follows it immediately.
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