Playbooks

Need help with using Drift in your Sales Organization? Ask us your How To and Strategy questions!

32 Topics
26 Replies

32 Topics

Jeff ChenNew Participant

asked in Playbooks

Removing a condition in a conditional branch

Customers sometimes are adding and removing condition in their conditional branches. It seems like a lot of them just remove the value but are unable to save the changes to publish. The solution: you have to click on the ‘ x’ button next to the value / the condition in order to completely remove the condition you are creating. Doing that will allow you to save and publish the plauybook

2 months ago

MC SteenbergeDrifter

posted in Playbooks

Do I need a playbook for that?

Hey there 👋 MC from the Drift Professional Services Consulting Team here ⚡ I work with Drift customers on developing playbook strategy and advise on Drift’s best practices. A question I often hear is - “Do I need a playbook for that?” - whether it’s a new website page, a campaign launch, a webinar, etc. Here is what I typically ask when faced with this question:How much volume do we expect to see? A typical Drift playbook has a 0.5-1.5% engagement rate, so is the juice worth the squeeze? 🍋 How important is this audience to your business and marketing+sales strategy? 📈 What are you spending to get this audience to your website? A lot? A little? Nothing? 💰 Usually, we can sort out if we should build a new playbook or not based on that information. Curious to hear from our Drift users out there - how do you decide if you need a playbook for that

2 months ago

Jordan IrlbeckDrifter

posted in Playbooks

💡 Want to Create Playbooks that Drive Results?

👋 Hello, Hello! Jordan here, a Senior Professional Services Consultant at Drift! First-time caller, long-time listener and I wanted to get on the mic today to broadcast an exciting continuation of our popular webinar series, Becoming a Playbook Pro! 🤖⚡️ Mic Check 1, 2, 1, 2 📣 Ready to learn from the best and elevate your playbook game to new heights? Your time is here! Head over 👉 here to register now. Did I mention we would be reviewing your playbooks LIVE?! A “BOT-Sultation” if you will 😉 So be sure to share the playbook you'd like for us to get our eyes on! Can't wait until March 12th? Same. In the meantime, check out our last series, Becoming a Playbook Pro, now available on-demand! 📺 Have any specific topics you'd like to cover? Drop them in the thread 🧵 below and we will work it into the upcoming series. See you there! 😎 Your Bot Building Sidekick, Jordan 🫶

2 months ago

Nic BrownCommunity Manager

posted in Playbooks

Becoming a Drift Playbook Pro Series: Ask your Questions here!

Hey all! Have you checked out our events page? If so, I hope you’ve had a chance to catch our Drift Playbook Pro series that our experts @Erin Antoville and @Jordan Irlbeck have been hosting. (If not we’ve got the recordings up there too!)They’re dropping some great tips and intel in the series and will be hosting an Office Hours Q and A session on Nov 30th at 12:00pm EST. This is a great opportunity for you to get any questions answered by two of our top Sr. ProServe Consultants! If there’s anything you’d like to ask, feel free to thread your Q’s below and I’ll make sure to pass it along to them before the session!

2 months ago

Jeff ChenNew Participant

posted in Playbooks

Removing a condition in a conditional branch

3 months ago

Whitney CovelliDrifter

posted in Playbooks

How to Remove a Single Line Item from a Conditional Group

To remove a line item from a conditional group, hover your cursor over the far right-side of the line item you are looking to remove and you will see an ‘x’ appear. Selecting this ‘x’ will allow you to remove a single line item, instead of using the ‘x’ to the far right of the condition that will delete the entire condition. Video : https://video.drift.com/v/abumN7dvSRKOpY5iMBB7UGSOZKSWtywA7Hpd93nHrtxo/

5 months ago

Whitney CovelliDrifter

posted in Playbooks

How to use a Keyword Group/Text that will Trigger an Action

How to use a Keyword Group/Text that will Trigger an Action: Use Case: Customer wanted site visitors to be able to send a text in the chat (“Help”, “Agent”, or “Speak with Representative”) that would trigger a desired action for a Sales Rep to follow-up with the site visitor at a later date/time. Create a Conversation Tag that you would like to Trigger the specific Action. For this example, you will want to create a conversation tag that says “Requested Follow-Up”. To create a new Conversation Tag Go to Settings > App Settings > Conversations > Tags Under the ‘Conversation Tags’ section, select “Create a New Tag”. Type in the name for this conversation tag Select the color that you would like to give this conversation tag Select “Create” Open the Playbook that you would like to add the Keyword Group/Text to. Find a question node where you would like to have site visitors be able to type an ‘Open Text’ Response. Click into the Question Node Select the ‘Res

5 months ago

Kevin HarrisDrifter

asked in Playbooks

Holiday Hook Assistant

Yule tide greetings! In the festive spirit and with the holidays in mind, this would be a great opportunity to share a limited time series of new Hook Assistance in Drift to inspire creative conversations? An example could be " Hello! Unwrap the power of AI this Christmas. Type your holiday questions, and let our artificial intelligence bring you the most delightful search results! "

6 months ago

Nic BrownCommunity Manager

published in Playbooks

How to Download the Bot Text

When updating your playbooks, or reporting what's on your bot, you may wish to download the text displayed on your bot. This will give you a CSV with all verbiage used through out your bot flow. You can then share this for feedback outside of Drift or use it as a back up for all the content which was in your playbook. You'll download your bot text from the Flow Builder.To access this, select your Bot from the Chat Playbooks page and select the Bot Flow tab.Once on the Bot Flow tab, you'll see the icon to download your bot text on the right hand side. Your bot text will be downloaded as a CSV in a Zip file.

6 months ago

Travis BKnown Participant

posted in Playbooks

Please vote on Spellcheck idea.

Hey y’all, There are no spellcheck capabilities within the playbook builder and this is a bit frustrating because no matter how much I read through bot copy, there always seems to be a misspelling or typo that makes it through to production. This functionality is so basic I’m really surprised its not there. Not having this functionality is also an accessibility issue for some people. I found an idea requesting this, please join me in voting for this idea in order to help advance its priority.

7 months ago

Nic BrownCommunity Manager

published in Playbooks

Best Practices in building a Chat Bot

Starting the conversationWhen starting the conversation; pull the main value proposition from your homepage, product page or your about us page and turn it into a yes/yes question. This prevents the site visitor from opting out of a conversation and keeps the process moving forward. Additionally, you can use personalization tokens in your first question to make the the bot flow feel more organic. For more details on using personalization tokens and how and where to use them, check out this help doc here.If you're uncertain of how to start a conversation in an engaging way, one of the more common best practices is to open the interaction by simply using a question node in your bot flow and asking "Can I ask you a question?"Deliver your value prop quicklyAdd you value prop as a message node so that you break up the text in the bot. This prevents the message string more digestible to the visitor interacting with your bot. Generally, your value prop will live on either the homepage,

7 months ago

Nic BrownCommunity Manager

published in Playbooks

How to Target Your Playbooks By A Team's Availability

For larger companies, you may have specific teams, like sales or support, that work specific hours. You can set those up in Drift and target your PlaybooksOn this post, I'll covercreating your team targeting a Playbook to fire based on a Team's availabilityIf you're still in the process of building your bot playbook, check out our Overview of Building Playbooks! Billing Plan: The Teams feature is available on our Premium, Advanced and Enterprise plans. Creating your TeamTo create or manage a team, head to Settings > Teams, Create Team (Or Settings > Workspaces and teams > team > create team if you’re on an Enterprise plan.)For the complete guide to set up Teams, click here. Setting up Playbook TargetingHead to any of your existing Playbooks to set up targeting by going to Playbooks > Chat Playbooks > and selecting the playbook you’d like to modify.From here, find the Audience under the Targeting Tab and add a Team status condition along with any other conditions. (As

7 months ago

Brynja HillCommunity Manager

published in Playbooks

Playbook Foundation Strategy

Playbooks are the foundation of Drift. They allow you to engage with your site visitors, understand their needs, and connect them with your team via live chat or meetings, leading to conversions throughout your funnel.We recommend having at least three playbooks across your site, to personalize the experience for your visitors. More specifically, here’s the general strategy breakdown we recommend:Build a strong foundation by targeting high traffic pages, such as your homepage, with an Engage All Playbook, to ensure you’re giving enough of your site visitors the opportunity to be pointed in the right direction Target high intent visitors with a Retargeting or a Skip the Form Playbook to let hand raisers connect with your team Target high quality audiences you care most about with a Paid Ad Converter or Target Account Playbook to increase the quality of your conversionsNot sure how to greet your visitors? Take a look at our Drift Book of Hooks for ideas! Looking to speed up your playbook

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8 months ago

JKAdminNew Participant

asked in Playbooks

Playbooks giving Internal Server Error

As of Aug 31st our long used Playbooks no longer fire on our site we get an Internal Server Error after it attempts to load the widget. We haven’t changed anything in the playbooks or on our site to cause this failure. An inspection report shows the following regardless of which playbook attempts to fire: DRIFT_WIDGET:: widget_core:bootstrap_api finished in 194.20000004768372 ms:1 Failed to load resource: the server responded with a status of 500 (Internal Server Error):1 Failed to load resource: the server responded with a status of 500 (Internal Server Error):1 The Content Security Policy directive 'upgrade-insecure-requests' is ignored when delivered in a report-only policy.:1 Uncaught (in promise) Error: A listener indicated an asynchronous response by returning true, but the message channel closed before a response was receivedDevTools failed to load source map: Could not load content for chrome-extension://bmnlcjabgnpnenekpadlanbbkooimhnj/browser-polyfill.js.map: System

8 months ago

samendDrifter

asked in Playbooks

Large volumes of AB Test reporting data: Tool tips?

When used as a continuous improvement practice at enterprise scale, AB tests produce a significant volume of documentation. Hence, looking here for insights on tools for managing AB test documentation for enterprises that run AB tests across a large number of playbooks: Which tools have you found to be effective? Thoughts are greatly appreciated!Current documentation includes data points such as the playbook name and ID, start/end dates of the tests, reasons and objectives for the respective AB test (such as hook performance, node performance, email capture rates etc.), information about the test specifics, and overall results. For that documentation to add more value, it needs to be accessible to multiple stakeholders and be searchable, so that teams can learn from insights over time.

9 months ago

Sebastian CruzDrifter

asked in Playbooks

How to use text formatting tools in playbook messages?

How can you edit the text within a message node to format and use a bulleted/numbered list within a playbook message node?

9 months ago

Nic BrownCommunity Manager

posted in Playbooks

Drift Deployment: High-Intent Playbooks

If you’ve read my post about the trends we’ve seen across successful deployments of Drift you’ll see that visitors on high intent pages create chats that are 3x more likely to become an opportunity when engaged. So high-intent pages like a Contact Us page, or a Get a Demo page, or even a Pricing page are prime grounds to engage your customers with playbooks. Furthermore, sophisticated playbook deployments generate 8x more revenue than general experiences. Personalized experiences like target account playbook strategies, tech integration playbooks (6Sense, Demandbase, Outreach, etc) are 8x more effective at creating revenue than a general catch all playbook.High-intent page playbooks work because you are reducing the friction of the most gung-ho site visitors. It’s all about “getting people where they want to go.” As a result of that, it’s important that playbooks on high intent pages have less qualification that main bot pages in order to keep abandonment low. Additionally, once ligh

9 months ago

Jaclyn VanDrifter

asked in Playbooks

What are your thoughts on playbook consolidation?

Admins! I’m interested in your opinions on this question. In a perfect world, how many live playbooks would you prefer to manage at a given time? 10, 20, 100? Do you use any Drift features to help consolidate your playbooks? I’m excited to hear your thoughts!

10 months ago

Karla GDrifter

posted in Playbooks

Use-cases for Webhooks in Playbooks

Hi Drift Community!Have you heard about our new feature yet? It’s called Playbook Webhooks! This new feature falls on the technical side, so let's dive into some definitions.What is a webhook? A webhook is an HTTP request that sends data to a specific URL when an event is triggered by a web app. Think of it as a notification that carries data when a specific event occurs. Previously, we had webhooks available in a general sense for multiple Drift events. If you want to learn more, navigate to our devdoc here. However, this new feature takes it to a whole new level.Using a webhook in your playbook allows your Drift bot to send and receive data from a third-party application without interrupting the conversation flow. This means that at any point in your playbook, you can receive a webhook, also known as a notification, which is extremely powerful for a variety of use-cases. And that’s exactly what we are talking about today – use-cases!There are two types of webhooks available within th

10 months ago

chatbotandeverythingNew Participant

asked in Playbooks

Change color of the URL in chat

I’ve URLs added in my Drift chat playbook. Is there a way to change the hyperlink text color, so it’s more pronounced? Currently, all of my URLs are just underlined and appear in the same colour as the rest of the text, i.e., black.

11 months ago

Nic BrownCommunity Manager

posted in Playbooks

Playbook Practices Webinar - Follow Up

Hi all! Hope you all had a chance to attend our Deep Dive with Drift: Playbook Practices webinar today. (If you missed it, you’ll find the recording here.)I wanted to link you all to some reference points that @Sophia Sirage spoke about during the webinar.First off is this blog on ABM practices that dives into everything you need to know to build and run a successful ABM campaign. And as a bonus, here’s a list of the ABM help docs we have to learn the ins and outs of ABM, and how to sync your target accounts to Drift.Next, is our help doc that shows you how to access the Playbook Marketplace. The Marketplace is where you can find pre-made templates that you can use to jump start your builds for each of your playbooks. The marketplace is a great tool to browse when you’re not totally sure of which individual playbook you’re sure of building. Following along, here’s a doc that covers the targeting of your playbooks which defines all the targeting conditions and display conditions fo

11 months ago

chatbotandeverythingNew Participant

asked in Playbooks

Remove thumbnail images from the URLs

Is there a way to remove thumbnail images from embedded URLs in our Drift playbook when they appear in the chat?

11 months ago

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