General

For general information on Drift Chat or for questions you aren't sure which category to ask in.

  • 29 Topics
  • 29 Replies

29 Topics

Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Trending Support Topics - May 2024

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: NotificationsIssue(s): My notifications are enabled but sometimes they come through a couple minutes delayed, why is this?Resolution: Device-specific settings can block browser notifications.Mac Users: Please make sure "Do Not Disturb" is not enabled in any capacity in your Systems Preferences/Notifications and that Chrome OS X alerts and the Drift Desktop app alerts (if you are using the Desktop app and not app.drift.com) are allowed. Windows Users: Please make sure "Focus Assist Mode" is not active in the Windows Action Center. Be aware that it is possible to have focus assist set to turn on duri

0
Chris Alfarone
Drifter
18 days ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Trending Support Topics - April 2024

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: NotificationsIssue(s): My new SDR is hearing the Drift notification when we test, but he isn't seeing anything pop up on his screen. We checked his settings in Drift and he is receiving the email test notifications.Resolution: Be sure check your browsers pop-up and ad-blocker content settings. If your content settings are blocking Drift, you won't get any notifications. Browser notifications will appear only appear while your web browser is open.Another reason you may not be seeing notifications is if you are actively logged into app.drift.com on your computer and have moved your mouse or typed som

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Chris Alfarone
Drifter
1 month ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Quick Video: Is Drift Installed on My Site?

 

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Chris Alfarone
Drifter
2 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Trending Support Topics - March 2024

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: ReportsIssue(s): For chat reporting, how is the median chat length determined? We are manually calculating the numbers but they don't add up to what we see in Drift.Resolution: In the Chats report, The median time from when a chat first opens to when a chat first closes. Click on View data to be taken to the Chat data page for a more in-depth breakdown.For more information about chat reporting, please see the following documentation:https://gethelp.drift.com/s/article/Conversation-Stats-Reporting-and-Export Topic: Salesforce SyncIssue(s): We are seeing a Connected User error for our Salesforce setu

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Chris Alfarone
Drifter
2 months ago
tmanley
Drifter
tmanleyDrifter
posted in General

Biweekly Help Doc Update 2/16/24

Hey there! I’m Tyler, the senior tech writer at Drift! We’ve started a new help doc audit process this year and as part of it I’ll be sharing any major updates to help docs with you all here so everyone is kept in the loop. These posts will only contain updates on major document changes; things like formatting fixes or grammatical errors won’t be included here. Below you’ll find a link to each help doc as well as a short description of what was updated in each help doc. Help doc: Drift Audiences What’s changed: This help doc previously contained a section that went over the Site Coverage Report. That section has been removed from this help doc and is now a standalone doc which you can find here. I also added a “Creating an Audience” section to this help doc. Help doc: Custom RBAC (roll based access control) What’s changed: The list of available rolls has been updated to include the prebuilt Service Agent and Sales Manager rolls that are now included in Drift. Help doc: Conversation Sta

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tmanley
Drifter
3 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Trending Support Topics - February 2024

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Salesforce SyncIssue(s): We have a list of conversations that occurred where a teammate was routed in and a meeting was booked, but none of them are syncing into SFDC. What’s happening?Resolution: The integration uses a conversation being “Closed” as a trigger to push information over to SFDC. Make sure to utilize the Auto-Close action in Playbook goals and remember to close your agent conversations with site visitors!For more information about syncing things to Salesforce, please see the following documentation:https://gethelp.drift.com/s/article/Integrating-Drift-with-Salesforce Topic: RoutingIss

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Chris Alfarone
Drifter
3 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

2023 Product Recap Drop

2023 was a pretty big year with Drift.If you’ve been following along with our release notes you’ve seen all the improvements that we’ve been implementing over the past year.But in the event you’ve glossed over those releases each month, we’ve taken the biggest hits we’ve released and highlighted them all into this year end TL:DR video, for you to share with your teams. In addition to that video above, our very own @Noah Kortkamp (you know, the host of the TL:DR vid above) has a blog post up over on Drift.com discussing these new features in more depth.   You can check that blog post out here.And if you’re looking for some reference material to share with your teams about those features, check the comments below!    

1
Nic Brown
Community Manager
3 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
posted in General

Trending Support Topics - January 2024

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Zoom IntegrationIssue(s): I am integrated with Zoom but my link is not showing in my meeting invite, why is this?Resolution: Users will need to add their Zoom link to their default meeting type by:- Navigating to the Meetings tab- Editing their default meeting type- Selecting Zoom in the video conferencing drop-downFor more information about integrating Drift with Zoom, please see the following documentation:https://gethelp.drift.com/s/article/How-to-Integrate-Drift-Meetings-and-Zoom Topic: Salesforce Sync PermissionsIssue(s): I have granted all of the permissions outlined in the Help Doc to Salesf

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Chris Alfarone
Drifter
4 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

Drift use in the CPA space

Hello all!Wondering if we have anyone in the community here in that uses Drift in the CPA space, I’ve had a member or two ask if there was anyone to connect with and share best practices.If you’re out there, feel free to chime in and say hello below!  

0
Nic Brown
Community Manager
5 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

December Releases in Drift - Resources

Hey friends! Hope you all have had a moment to get your hands onto some of the new features we rolled out in Drift this past month.  If you’re curious about what’s been added in, you can check out our release notes here.But if reading isn’t your thing and you’d like to see a quick demo of each of these things mentioned in our Product Updates, you can view our TL:DR for December video here that our very own @Noah Kortkamp has just rolled out.I also wanted to drop links to our help docs that speak to each of the things we have released for you to reference and learn more.Contact Attribute Targeting Salesforce Lists for Routing ICP Definitions and Digest Emails Content View Content Upload Details Automatic Time Zone Team Performance AvailabilityIf you have any questions about any of these things please feel free to drop them below!

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Noah Kortkamp
Drifter
5 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
published in General

Trending Support Topics - December

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Salesforce IntegrationIssue(s): I’m  seeing this Salesforce sync error in my event log, how can I resolve it?:"Error inserting Drift Conversation object with conversation id: 3900280665 with salesforce error message: [{"message":"cannot reference converted lead", "errorCode":"CANNOT_UPDATE_CONVERTED_LEAD", "fields":[]}]"Resolution: Click the Validate user permissions button to have Drift run a check on the permissions for the connected Salesforce user. If all the correct permissions are granted, you will see a green check next to the Validate user permissions button as well as when the permissions

100
Chris Alfarone
Drifter
5 months ago
Brynja Hill
Community Manager
Brynja HillCommunity Manager
published in General

Prepping your Drift Account for the Holidays

The holidays are upon us! That means it’s time to prep your team (and your bot) to deliver a seamless customer experience and, dare I say, sleigh the holiday season. Check out our best practices below! (1) Plan for Time Off This is a time where a lot of your team is going to be out of office and, while your bots are designed to handle that, you need to make sure calendars and availability are set clearly so the bots can do their thing!Pro-tip: Have reps use the Out of Office feature to prevent any bots from booking a meeting with them while they’re awayGo to My Settings > Meetings > Availability and set yourself as out of office.(2) Keep the Visitor Experience in Mind Are you going to be staffed full time or will you be running on a skeleton crew? If there are a few days where your whole team is going to be offline, then consider setting expectations with your visitors to let them know that no one is available right now Pro-tip: Don’t worry about updating every single bot. Priori

851
Nic Brown
Community Manager
6 months ago
Vmo
VmoNew Participant
asked in General

Is the Drift Help product still available and how can I access my articles?

I had created a Drift Help app some years ago. I found out already long ago that I couldn't access to it via the main menu anymore. When I asked about that in the Drift help chat the agent didn’t have a clue what I was talking about. Seems I can access the app at https://app.drift.com/help/category but it does not show any content, such as articles or site settings. Does anyone know what happened to the product and more importantly is there a way to retrieve the articles? 

2
Vmo
6 months ago
Joey Rivera
Drifter
Joey RiveraDrifter
published in General

Trending Support Topics - October

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Drift InstallIssue(s): On December 2, 2023, Drift will be upgrading the widget to improve its performance and lighten the load on your website.Resolution: Confirm customer snippet does not reference the 'frame' or 'controller' For more information about Drift Install, please see the following documentation:https://gethelp.drift.com/s/article/Drift-Widget-File-Size-Update Topic: Routing FallbackIssue(s): Routing fallback setup incorrectly where the away message wasn’t sending as expectedResolution: Adjust settings for team online hours to “Automatically set the team away when all teammates are away”

110
Joey Rivera
Drifter
7 months ago
Travis B
Travis BKnown Participant
posted in General

Please upvote this idea

This idea will do wonders in understanding what links your chatters are following and making the chat UI just look better. This will also pave the way for more functionality in chat buttons in the future. other chatbot vendors i’ve worked with use buttons to trigger almost any functionality and it makes a better experience and better reporting.   

1
Nic Brown
Community Manager
7 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

Drift Keynote Replay and Follow Up

Hi Community Friends!Hope you had a chance to view our 2023 Keynote today. If not, you can review it here.I wanted to start a discussion around the three products introduced: Drift Engage, Bionic Chatbots, and Site Concierge. Here’s the rundown: Drift Engage allows you to accurately predict the “buyer intent” of every visitor on your website, even if they’re surfing 100% anonymously, and curate the most relevant website experience for them. You can read our help doc or watch our Insider course to learn more. Bionic Chatbots use AI-generated playbooks to help save time and effort put into playbook creation and maintenance. If you’d like to learn more about this we’ve got a page up over on Drift.com that showcases this in action.  Site Concierge takes the meaning of a personalized website experience to new levels by offering a dedicated space on your website for site visitors to fully control their own buying journey. We’ve got a sneak peak of how this will look over at Drift.com as well

2
Nic Brown
Community Manager
7 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
published in General

Trending Support Topics - September

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Marketo ConnectionIssue(s): Marketo error: Failed to start export job due to error from Marketo: [MarketoError{code=1029, message=Export daily quota 500MB exceeded.}]. What can we do to prevent this error? I'm seeing it in the Event Log for the past week.Resolution: The “1029” error is triggered when we attempt to queue more than 10 jobs in the Bulk Extract APIs. Drift is set to retry until it can secure a spot on the queue, so this error will not affect functionality of your Marketo syncs. You can decrease the queue or can reach out to Marketo Support for more information about increasing the Bulk

120
Chris Alfarone
Drifter
8 months ago
Travis B
Travis BKnown Participant
posted in General

URL buttons in chat flows

Hello everyone, I found out today that Drift does not offer the capability of attaching a URL to a button within a chat flow. This is very basic functionality that most chatbot vendors offer.The benefits of this are numerous, one it makes your flows cleaner and more user friendly, having to click a text link within a chatbot flow is just not aesthetically pleasing, and there is no way to know if the link was clicked within the chatbot analytics, which is something I would like to easily see in my chatbot dashboard. Please help get this functionality implemented by upvoting this idea on Drift’s feedback website(link below), there are also a ton of other great ideas there that I think a lot of us would like to see implemented. https://portal.feedback.us.pendo.io/app/#/case/207361?currentProductId=569a08fd-a3c3-418a-a14d-a09283b3b76ethanks everybody!

4
Tara Taylor
Drifter
9 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

Successful Drift Deployments

Hi friends!  I’d like to take a moment and share some of the trends we’ve seen across 500 of our core customers who have successfully deployed Drift.  In our most successful use cases, we find playbooks on high-intent pages, an online chat team with calendars, and Fastlane setup to provide the same speed to lead with forms as we do with chat.  Check out some stats below.High Intent Playbooks — A chat is 3x more likely to become an opportunity if started from a high-intent page. (Contact Us, Get a Demo, Pricing, etc. vs.)Connected Calendars — A meeting booked instantly generated 2.5x more opportunities than following up with a form fill once they’ve left the website.Site Coverage — Adding conversion % scales with how many people you show it to. Generally, Drift needs to be shown to >7,000 people a month to be successful, but a likely reason someone may not see results is because they just aren’t showing it to enough people, which is why it’s important to ensure you’re targeting your

5
Nic Brown
Community Manager
9 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
published in General

Trending Support Topics - August

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: How to Access and Understand the Activity Log for Your TeamIssue(s): Users need to know when teammates last logged into Drift.Resolution: This be be ascertained via the Activity log. To access the Activity log, go to Settings > Manage teammates. You'll find access to the Activity Log via the ellipsis on the top right hand side of your teammates list.For more information, here is the full help article about the teammate activity log:  How to Access and Understand the Activity Log Topic: Keyword GroupsIssue(s): The chatbot didn't recognize a specific phrase a site visitor inputs.Resolution: Within

120
Chris Alfarone
Drifter
9 months ago
Jaclyn Van
Drifter
Jaclyn VanDrifter
posted in General

Preparing for a Website Redesign? Here's Your Drift Checklist!

Are you getting ready to undergo a site redesign? If so, I imagine you’re busy thinking about everything you need to do for the new website. Fortunately, the changes you need to make in Drift are pretty straightforward. Check out my recommended steps below and prepare for a seamless transition (or at least as seamless as possible)! Step 1: Double Check Playbook TargetingYour playbooks must fire to the right audience, in the right place, at the right time. With this in mind, double-check the targeting conditions for each playbook. Specifically, prepare to update the URL targeting conditions if the URLs have changed on the new site. Check out our Drift Insider Class for a video overview. You may also review this Help Doc for more details.Step 2: Update Widget Design & Bot Name/ImageDoes your new site have different branding? If so, you should update your Widget and Bot Settings to ensure everything aligns with your brand’s new look and feel. Review the Widget Design Settings to confi

0
Jaclyn Van
Drifter
9 months ago
Chris Alfarone
Drifter
Chris AlfaroneDrifter
published in General

Trending Support Topics - July

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community.  We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Drift and Salesforce IntegrationIssue(s):  Error code/reason: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITYResolution: As is stated in the error, this is a sharing violation within Salesforce. The integration user doesn’t have access to the record being specified in the “OwnerId” field.  For example, the calendar.  Adjusting the org-wide calendar sharing rule to allow the “Add Events” specification. (Either “Hide Details” or “Show Details” are fine, so long as “Add Events” is selected).For more information, here are the links to the help articles we sent most frequently on this topichttps://gethelp

352
G
Drifter
10 months ago
K
Krissy S.New Participant
asked in General

not working?

Hi I see I have messages but when I click the whole page goes blank on site and app?

5
Wesley Merrill
10 months ago
Ben Gardner
Community Manager
Ben GardnerCommunity Manager
published in General

Support Top Help Articles - FebruaryF.A.Q.

We get questions all the time from customers looking for help in understanding Drift or wanting to learn how to do something. In this regular post you’ll find the top pieces of content we’ve shared with our customers and how it helped them find what they needed. If you have a question about anything on the list, just throw a comment here and we’ll be happy to help! Troubleshooting Notifications Is your team missing conversations they were routed into? More often than not the main cause is an incorrect configuration of the notifications. Team Routing Fallbacks Questions on why a conversation routed to someone else? Want to know how to make sure your conversations don’t just sit and wait if they’re missed by your team? Routing fallbacks can answer both questions and more. How to Setup Conversation Routing Rules General setup on routing rules, what they do and when to use them. How to Use Targeting and Display Conditions Need to make sure the Drift Widget is showing properly on your websi

261
Kyle Baudour
11 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in General

Trending Support Topics - June

Every month we’ve decided to share the trending questions and topics our Customer Advocate team sees through case and chat interactions with YOU, our community. We hope you find the below links beneficial and that they might answer any questions you have before they come up.  If you have any questions or comments about anything we have posted here, please feel free to add them below! Topic: Setting up Meetings with DriftIssue(s): How do I connect my calendar? How can I edit the meeting invites?Resolution: Connecting your calendar is as easy as logging into Google or Microsoft. You just have to go to the settings page here (https://app.drift.com/settings2/meetings) and choose which calendar you want to connect to. At this point you can just log in and then Drift will be connected to your calendar. For the meeting invites, you can customize them on the individual meeting to choose what notifications go out, when they go out, and personalize them with tokens.For more information, here are

1
Jaclyn Van
Drifter
11 months ago

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