🚢🚢⚡️All Aboard! New Drift Releases: November 25th

This post is part of a series that highlights product updates, or "ships," that we are sending your way.

At Drift, one of our mottos is "always be shipping." Which means we are invested in improving our products for you.

Join your captains Kristen and Katie for this week's update adventure!

Drift Chat

  • Custom positioning of the widget
    • What: We created a new setting to specify custom vertical offset, the most common modification, for both desktop and mobile. This allows orgs to make visual changes seamlessly without any custom code!
    • Why: One of the blockers preventing orgs from upgrading to v2 is that they have added custom styling to reposition the widget to avoid colliding with other elements on their site, like GDPR banners. Since the new widget will not support their existing customization, they cannot easily upgrade.
    • Where: Widget settings (Settings > App settings > Drift widget > Design & language)
    • Who: Admins on v2 widget
  • *Salesforce Cases
    • What: in the desktop app via the sidebar, via the /ticket command, or via the bot. We also allow customer to map salesforce case attributes to drift attributes and add that information to the created case.
    • Why: Previously we only offered ticket creation via email and Zendesk. But many orgs - especially big orgs - use salesforce and want to create salesforce cases rather than Zendesk tickets. We had customers telling us, "We want to use our support tool from Drift!!" So we listened and started crafting the way to provide support deflection. We leveraged our SFDC integration to allow customers who use Cases to create a ticket all from Drift. One tool, one place, all simplified.
    • Where: New conversation experience (app.drift.com/conversations and desktop app)
    • Who: Org 1 and EAP customers using SFDC Cases
  • Simplified Bot Skill translation Logic
    • What: Previously we would try to translate messages to match a user's browser language, which was unpredictable and could cause mismatched languages in a playbook flow (think: french speaking site visitor triggers german playbook and ends up with messages in both languages mid flow). Now we will always translate to the language set in the widget settings page.
    • Why: Predictable bot behavior enables Marketers to feel more confident that their playbooks will work as expected and eliminates the guess work that happens at translation time!
    • Where: Bot flows
    • Who: Customers on with bots
  • Improvements in the Drift for SFDC App
    • What: Improvements include (but not limited to):
      • Fixing Backfill and Up-sert process from Drift to SFDC
      • Adding new fields per Altium, Smartsheet, Cvent, and Org 1 requests (Page URL, Bot/Site Visitor/Teammate Message Counts, Report-Only fields for more context)
      • Renaming fields and adding descriptions based on customer feedback
      • Adding an extra permission set for easier user-access controls
      • Adding the Drift Logo to all Drift for Salesforce components
      • Adding Related Lists on Accounts, Leads, and Contacts
    • Why: We launch products via EAP to gather feedback from customers and our internal team so that we can make sure our GA release is enterprise-ready. We want this app to look really polished so our customers are excited to use it and show it off! This is especially important for the Salesforce App, where some parts of the app can never be changed after releasing to all customers.
    • Where: Drift and SFDC
    • Who: Customers with Drift for SFDC App integrated
  • Customer triggered data sync to SFDC
    • What: Customer-triggered Drift Data Sync for Drift for Salesforce App
    • Why: This also allows us to track adoption the Drift for Salesforce App across our customer base so that we can better personalize future App related communications.
    • Where: Drift and SFDC
    • Who: Customers with Drift for SFDC App integrated
  • *New Global Routing Action Modal
    • What: Offline team routing fallbacks, ability to book meeting or send away message when team is away or can't chat, send away message when users are unavailable to book meetings.
    • Why: Drift Admins want more flexibility when configuring their global routing rules! More options allow them to avoid creating workaround nodes in individual playbooks, decreasing playbook complexity, and making it easier to expand the usage of Drift to more than one team.
    • Where: Lead routing rules (Settings > App settings > Conversation routing)
    • Who: Org 1 and EAP

Drift Email

  • *Single prospect campaign enrollment
    • What: Email Campaigns can be configured so that prospect will only be enrolled in 1 at a time.
    • Why: It is important prospects don’t feel like they are being spammed while being nurtured. When setting up campaigns you can now ensure an audience will not receive any emails from a separate one. This helps our customers manage their audience better by allowing them to build unique audiences for each campaign.
    • Where: Email campaign builder
    • Who: Drift Email bot customers