Is there a way to customise what information Drift syncs to the SFDC task object?

For reporting purposes in Salesforce we would want to differentiate between a "Conversation in Drift" SFDC task where an agent responded versus a "Conversation in Drift" SFDC task where an agent did NOT respond.

Is there a way to customise what Drift pushes to the SFDC task object? For instance, can we somehow sync the agent response time on the SFDC task object? This way if there is a "Conversation in Drift" SFDC task without agent response time, we would know that the agent routed in the conversation never replied to it.

Thanks in advance for looking into this!

Comments

  • Hi @[email protected] 👋


    There is a way to control what Drift pushes to SFDC task objects. This can help you determine if an agent responded to a conversation or not.


    Below are the conversation metrics that you can map to Salesforce task fields:

    • Agent average response time - How long, on average, between responses sent to a visitor by an agent
    • Agent max response time - The longest duration of time between a visitor's message and a public agent response
    • Agent message count - How many public messages the agent sent during a conversation
    • End time - The date-time at which a conversation is first closed
    • Request time - The date-time at which the first public end-user message is sent
    • Response time - The time between an agent's first response and a visitor's first message
    • Start time - The date-time when the first public agent message is sent
    • Time to close - The duration of time from when the conversation was first opened to when it was first closed
    • Visitor average response time - How long, on average, between responses sent to an agent from a visitor
    • Visitor max response time - The longest duration of time between an agent's message and a visitor's response
    • Visitor message count - How many messages a visitor sent during a conversation
    • Conversation ID - The Drift ID associated with that conversation

    You'll notice that there is no metric that shows whether an agent responded or not, but If the agent did not respond to the chat, you'll notice that the fields Agent average response time, Agent max response, and Agent message count, will be zero.


    We have more information on how to map chat metrics to Salesforce here!

    -Brenna, Drift support ⚡️

  • Hi Brenna,

    That's perfect! Thank you so much for the useful information :)

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