Chili Piper

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Build the inbound routing I actually need instead of Chili Piper — and understand where the value is.

**It is booking before the visitor leaves the page.** Emailing a scheduling link loses most of the intent; showing available times immediately after the form does not. Everything else is a rules engine.

STACK
- Node 20+ with Fastify, server-rendered HTML with a little vanilla JS
- SQLite through better-sqlite3, WAL mode
- Caddy in front

THE DATA MODEL
- reps: id, name, email, timezone, is_active, weight, territories_json, max_per_day
- rules: id, position, condition_json, target_kind, target_id — company size, country, product interest, existing account owner
- assignments: id, submission_id, rule_id, rep_id, at, reason — **append-only, and the record of why a lead went where it did**
- bookings: id, submission_id, rep_id, starts_at_utc, ends_at_utc, calendar_event_id, status
- calendar_connections and busy_blocks, intervals only
- round_robin_state: rep_id, last_assigned_at, assigned_count — so distribution is fair rather than random

THE FLOW, WHICH IS THE PRODUCT
- The form submits, the server evaluates the rules, picks a rep, computes their availability, and **returns slots in the same response**. No email, no redirect, no waiting
- The visitor picks one and it is booked. Three seconds, not three hours
- If nobody matching is available inside the horizon, fall back to a wider pool rather than showing nothing. An empty slot list is a lost lead

ROUTING
- Rules evaluated in order, first match wins, and **the matched rule recorded on the assignment**. 'Why did this lead go to him' must be answerable, or sales operations will not trust it
- An existing account owner beats every other rule. Routing a current customer to a new rep is the mistake that causes an internal argument
- Round-robin within a matched group, weighted, skipping anybody unavailable, and the state stored so it is genuinely even over a month
- A rule tester: paste a submission and see which rule fires and who gets it, before it goes live

AVAILABILITY ACROSS A TEAM
- The same slot function as any scheduler — rules minus busy minus existing bookings minus buffers — run per rep and unioned
- **Every instant UTC, working hours as local times with a named zone**, both daylight-saving transitions tested
- A hold while the visitor chooses, released after a couple of minutes, with the final insert re-checking inside the transaction. Two visitors must not take one slot
- Recurring events expanded properly, with exceptions. A wrongly expanded weekly meeting means double bookings for a year

WHAT TO MEASURE
- Time from submission to booked meeting, and the share of submissions that book at all. Those two are the only numbers this tool exists to move
- Distribution per rep, so 'it is not fair' is a query rather than an argument
- No-show rate per rep, which is the reminder problem again

WHAT MATTERS MOST
Slots in the same response as the form, and the recorded reason for every assignment. The first is the entire conversion argument; the second is what makes a sales team accept the routing.