Settings

Settings? It's ok to have questions about them. This is the spot!

  • 19 Topics
  • 19 Replies

19 Topics

A
Ananya ShardaNew Participant
asked in Settings

Need name on certification

 I’m not able to change my name on Drift Insider, which is the reason why I have received blank certification without my name on it.

1
Gauri Iyengar
Drifter
1 month ago
P
Pavle MosurovicNew Participant
asked in Settings

How To Change Name on Drift Insider

I’m not able to change my name on Drift Insider, which is the reason why I have received blank certification without my name on it. 

4
A
1 month ago
N
niko001New Participant
asked in Settings

Unable to change time zone for widget hours

Hi there,when trying to change the time zone of the Drift chat widget hours (Drift Widget → Hours → Timezone), the selected timezone isn’t saved. I’m trying to change the time zone from Jakarta to Berlin, but the dropdown stays on Jakarta. There are no errors being displayed in the browser console. Reloading the page or clearing my cookies doesn’t help.I’ve recorded a screencast showing the error: https://drive.google.com/file/d/13gc0_N9BWn2ZdEttF_FKIhDEsKRChfJ1/view?usp=sharingKind regards,Nick

1
N
2 months ago
JP Eichler
Drifter
JP EichlerDrifter
posted in Settings

How to change the email of the connected integration user

If you would like to change the connected user for your integration for any reason, (for example, you may no longer have access to that user’s account) then this document will help you resolve this issue!Most likely, if you do not have access to the current connected user’s account, you would need to disconnect and reconnect the integration using the desired user. However, if you do have access and would like to keep the integration connected during this process, you could try these steps to attempt to change the connected user of an integration.If you would like for the connected user to be changed to a different email, you could change the email to one that does not currently have a Drift seat. Simply login as the connected user, navigate to Settings > Account and change the email address!Note: The user you are attempting to change the email address to cannot have a current Drift seat, as there is no way for two users to have the same email address.If you would like to change the

0
JP Eichler
Drifter
3 months ago
D
Davis MclintockNew Participant
published in Settings

Enabling both SSO and Two-Factor Authentication

If we have an SSO enabled and then enable Two-Factor authentication with Google option, will people logging in with SSO also need to do the Two-Factor authentication step or will the SSO take precedence and log them in without Two-Factor authentication? 

41
Nic Brown
Community Manager
4 months ago
Dave Vogt
Drifter
Dave VogtDrifter
posted in Settings

Don't Just Offer Support, Be The Support

As quick as offering a visitor the service team’s email in the chat to connect about support, this won’t provide the best customer experience.  Leverage the Ticket Creation node in your playbook builders to trigger an email to be sent to the service team’s email.  Drift’s option to integrate a support team email within your Bot Settings allows visitors to file a support ticket, then the ticket immediately send to that inbox connected.  Having the integration over the simple offering will provide a smooth customer experience with no support request getting lost in space.  

0
Dave Vogt
Drifter
5 months ago
Nashaly Ramirez Rivas
Drifter
Nashaly Ramirez RivasDrifter
posted in Settings

Understanding Time Zones in Drift: How Timestamps and Reporting Work

Have you ever wondered which time zone Drift uses to ensure that you see the correct time in various aspects of the platform? It's a common question for users of Drift, as timestamps play a crucial role in tracking conversations and generating reports. In this article, we'll clarify how Drift handles time zones to provide accurate information to users.Timestamps in Conversations:When it comes to timestamps in conversations and most of the Drift platform, Drift uses the time zone set in the user's browser. This means that the time at which a conversation appears to have started can vary for users in different parts of the world. For example, a conversation may appear to have begun at different times for a user in India compared to a user in the UK, as the timestamps are tailored to each user's browser settings.Reporting Time Zone:On the other hand, reporting in Drift operates based on the time zone that is configured in the user's Drift widget settings. This means that the data presente

0
Nashaly Ramirez Rivas
Drifter
6 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
published in Settings

How to Enable and Reset Two-Factor Authentication for users

Admins are able to set up Two-Factor Authentication to provide an additional step of security for all Drift users. To access Two Factor Authentication, first make sure you are logged in as an Admin.Then navigate to Settings > Org Settings > Security.  Here you’ll find the settings to turn on Two Factor Authentication (Or turn off Two-Factor authentication if it’s been previously turned on).  See the below screen shot for reference.   If in the event a user gets locked out of their Drift account, Admins have the ability to reset two factor authentication for that particular user. Once reset, the user will be prompted to set up two factor authentication upon logging in.To reset two-factor authentication for a user, navigate to Settings > Org Settings > Security and click Reset an account.  

50
Nic Brown
Community Manager
7 months ago
Joey Trillo
Drifter
Joey TrilloDrifter
published in Settings

User Permissions in Drift

One of the more common questions we get is related to user permissions and setup. To help you understand this better I wrote this post and have a little video at the end to walk through what to set up and when to use it.If you have any questions for me or the team, please add some comments to this post. Otherwise, I hope you enjoy the information here and this helps you better understand setting up users with access to the right things in Drift. Sales Rep RoleDrift offers 3 variations of our default Sales Rep seat. The different options are designed to allow you to chose what conversations they can access. You can choose between allowing:Access to all conversationsAccess to their conversations onlyAccess to their own conversations, and conversations with no participantsaside from these conversation access choices all of our Sales Rep Role was created with your reps in mind. They will still have access to their Drift profiles, team performance reporting, personal integrations, and tools

140
Joey Trillo
Drifter
9 months ago
Jaclyn Van
Drifter
Jaclyn VanDrifter
posted in Settings

Automate User Availability - Opportunity for Early Access!

I am excited to let you know Drift's 'Auto Availability' Early-Access-Program (EAP) has launched! With this new functionality, participating users no longer have to rely on the availability toggle to change their Drift status. 'Auto Availability' is helpful for folks who (like me) sometimes forget to toggle themselves away before taking a coffee break or heading to lunch. Drift will manage this in the backend by automatically changing user status based on various logged-on/off activities. You check out the EAP Overview Doc for more information.In the meantime, let me walk you through how this feature works: 'Auto Availability' is a safety fallback for users who forget to update their Drift status. Users should still establish a habit of manually toggling themselves to active/away.  'Auto Availability' will automatically move a user to AWAY if their status says available, but the user isn't logged on or connected to Drift. 'Auto Availability' will automatically move a user to ACTIVE

6
Lisa Varkoly
10 months ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
posted in Settings

Happy 4th of July!

Hi everyone, hoping everyone has a fun and safe 4th of July this year!With the 4th of July being on a Tuesday, I expect a lot businesses tend to close up for an extended weekend; but that doesn’t mean your website needs to close up shop for the holidays while you and your staff is out celebrating.There are a few things that you can do when your team goes offline for the 4th to make sure you’re setting the right expectations for your future customers.A few best practices:Make sure to set your company’s hours accordingly. In your hours and targeting settings of your Widget, you can plan ahead by updating your automatic online/offline hours for the holidays.  Set up any away messages that send when a user is routed into a conversation. If you don’t want to update every single bot that you have with an offline message, or create an entirely new holiday hours bot, you can easily set up your Routing Fallback message to set the right expectations under Settings > Workspaces and teams >

2
Sophia Sirage
Drifter
10 months ago
Karla G
Drifter
Karla GDrifter
posted in Settings

Workspaces Targeting

Hey y’all! This is Karla from the Technical Support team here at Drift.Have you ever ran into an issue with your playbooks not showing up in your desired page when using workspaces? Don’t worry, it has happened to me as well.When working with playbooks, we set up the targeting within the playbooks settings. The way this works is the following: If Drift is installed on the page > We evaluate targeting condition and fire the right playbook.However, when it comes to using Workspaces, we need to take some extra steps to ensure that we are able to target the right page. When you obtain the URL of the new page that you want to target, ensure to do the following:Navigate to Organization Settings > Workspaces and Teams > Select the workspace that you wish to add your new URL to > Default Audience Under “Target site visitors on URLs that start with” add your new URL where you expect to see Drift and your playbooks. Once you do so, a form of “checking your work” is by checking the se

1
Erika Stigleman
Drifter
11 months ago
Ruhena
Drifter
RuhenaDrifter
posted in Settings

Want to know how to customize your Bot Icon?

Welcome! Super excited for you to get started with Drift 🎉As an Admin User, you can get super creative and customize your widget to meet your business needs, head over Settings > App Settings > Drift Bot (https://app.drift.com/settings2/bot). You can customize your Bot by including the following: Bot Name:  Click on the Edit Icon and Change your Bot name to a quirky name that matches your Brand tone of voice and messaging!Color: Choose a Solid Colour in your Brand Hex Colours (Make sure they are WCAG friendly colours against your website background colours - you can check this here!)Bot Image: Bring your bot to life by adding Antenna, Ears, Eyes that suits your Brand! I also recommend uploading a custom bot image in your brand colours if possible- (avoid any human images). Here are some top tips from me:Have Holiday specific Bot Icons (Everyone loves themes!) Make your bot name relevant to your business Utilize your Brand Colours on the Bot Icon Avoid Human Images - Brand Mascot

2
E Glavan
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Settings

How To Change The Prioritization Of The Round Robin Calendar

Any time a prospect books a meeting through the bot, it’s paramount that the right rep is selected to handle the meeting. Most sales teams will utilize the round robin method for meeting assignment which works in one of two ways:Fair distribution is prioritized - rep selections are made to ensure meeting requests are as evenly distributed as possible across a team or pool of individuals. Once the rep is selected, the prospect can choose a mutually agreeable time to meet. Speed and buyer experience is prioritized - the prospect selects the time that works best for them, after which a rep is chosen who shares that availability. If multiple reps are available, then the selection is made for fair distribution.The first option will be selected by default in a standard round robin configuration. If you are on the premium, advanced, or enterprise plans you can choose to prioritize speed for your round robin bookings. Admins are able to change this setting by navigating to settings > meetin

90
tmanley
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Settings

How To Enable Buffer Time And Minimum Time Notice On Your Calendar

There are two calendar settings that allow you to have more control over when buyers book meetings with you; buffer time and minimum time notice. Buffer time is the amount of time between meetings that must be free on your calendar before someone can book another meeting with you incase the meeting you’re in goes late. Minimum time notice is the minimum amount of time between when the meeting is being booked and when the meeting actually occurs. To enable either of these settings your calendar must be connected to Drift. First, navigate to meetings > availability. Here you can set both minimum time notice and buffer time (as seen in the screenshot below). 

30
tmanley
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Settings

How To Set A Conversation Limit For Your Teammates

If you have a high volume of chats coming into your inbox, you may want to limit how many chats an agent can be assigned at one time so they don’t get overwhelmed. Luckily, Drift has a conversation limit setting for this exact reason.To enable the conversation limit setting, navigate to Settings > App Settings > Conversations > Advanced. On this screen you will see a setting called Limit chats for your reps (as seen in the screenshot below). Flip the toggle next to this setting so it is blue, and enter the number of conversations you want your agents to have before they are at their conversation limit.Advanced conversation settings.The conversation limit settings applies to every user in your Drift instance

40
tmanley
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Settings

How To Access Your Billing Information

If you ever need to update your payment information, check on your Drift plan details or expand your team, you can check your billing information right in your Drift account.You must be a Drift admin to be able to access your billing information.You can view your billing information by navigating to settings > organization settings > plan and billing. On this page you’ll find:Your plan (number of seats, number of contacts, monthly cost) Information about other Drift plans and upgrade via the upgrade plan button Payment method and downloadable invoices in the billing tab.Plan and billing page. 

70
tmanley
Drifter
1 year ago
tmanley
Drifter
tmanleyDrifter
published in Settings

How To Add Users To Your Team

Adding new teammates to your Drift instance is a quick and easy process.Start by navigating to settings > manage teammates and click the invite users button (as seen in the screenshot below).Invite teammates button.On the following screen, you have the option to bulk assign teammates or individually assign teammates (as seen in the screenshot below). Enter the email address of the user you want to invite, select their role and workspace (if applicable) and click invite teammate to send that user an email with their invitation to join Drift.Invite user screen. 

110
tmanley
Drifter
1 year ago
Nic Brown
Community Manager
Nic BrownCommunity Manager
asked in Settings

How do I disconnect my calendar from Drift?

I’ve connected my calendar, but I’m unsure on how to disconnect it.  Any help?

1
Nic Brown
Community Manager
1 year ago

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