Drift Product Updates and New Releases 🚢

Follow this thread to keep up with the latest Drift Product Updates.

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.

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  • Drift Updates March 10th


    • *Update to timezones selections
      • What: Orgs can now connect their Pardot integration using Salesforce SSO to continue lead syncing!
      • Why: Drift is expanding into international markets and we received feedback from our customers that their site visitors were confused as to whether their timezone selection matched the timezone of their current location when booking a meeting.
      • Where: Book a meeting flow in a chat
      • Who: All users on v2 widget
    • Profile settings redesign
      • What: Your Drift Profile settings page just got an upgrade!!
      • Why: Customers book about 25% of their meetings through their profile but the old profile settings page was out of date and lived in a super old codebase
      • Where: Drift Profile (settings > my settings > Drift profile)
      • Who: All users
    • *Added ability to extract conversation transcripts
      • What: You can get a beautifully formatted and readable transcript right where you want it with just a single endpoint using Drift API
      • Why: Customers want to use Drift's API to pass data into their BI tools Specifically, transcripts are cool because you can run sentiment analysis on them, you could use them to show context to managers or leads for training purposes, and you can even do some NLP / searching on what your customers / prospects want to talk to you about. Previously -- you couldn't get conversation transcripts out of Drift via the API. Nope -- just messages. And boy was it ugly. You had to parse through lots of junk just to get some messages people were sending back and forth to each other, objects weren't standardized in terms of their elements and what was in those elements, and of course it was paginated so -- go build some logic around page handling on top of all your message parsing!!
      • Where: Drift API
      • Who: All users using Drift API
    • New Pardot Integration OAuth
      • What: Orgs can now connect their Pardot integration using Salesforce SSO to continue lead syncing!
      • Why: Pardot was turning off support for user/password auth and forcing Salesforce SSO which would mean our Pardot integration would stop working for all orgs
      • Where: Pardot integration settings (Settings > Integrations > Pardot)
      • Who: Premium and above
    • *Update to the routing audit log
    • Who: All users
    • Where: New live chat (app.drift.com/conversations & desktop app)
    • Why: With organizations with larger amounts of users, sorting allows users to find what they are looking for, faster.
    • What: Added table sorting functionality to the Available Routing Audit Log Modal so you can now sort by name or status during routing

      Watch this space every week for more updates.

  • Drift Revenue Acceleration Platform

    • *Ship Subscription
      • What: Ability to subscribe to weekly product ships for customers. Just click the star next to the title of this Community post!
      • Why: We wanted to eliminate the friction from customers who wanted to know about our latest updates in the product. Previously they would have to check our posts in the Help Docs or in the Community each week themselves.
      • Where: This Drift Community post
      • Who: All customers!
    • *Search in bot flow
      • What: Search for text within a bot flow!
      • Why: Some of our customers have massive playbooks spanning 100+ nodes, and finding the node you're looking for has been a huge customer pain. Adding this feature will save time by highlighting nodes and buttons responses that contain the text you're looking for, as well as scrolling you between them at the touch of a button.
      • Where: Playbook flow builder
      • Who: Customers with access to bots

    Drift Email

    • *Fast Lane Follow-up Email Campaigns
      • What: A more seamless way for chat Fast Lane customers to leverage to follow-up with people that didn't convert with Fast Lane playbooks.
      • Why: The Fast Lane team has noticed there is a significant drop-off with people that have filled out a form but don't book a meeting, our customers would like to make sure the people that don't convert are still followed up with. Before customers needed to setup a verified domain for sending which could take weeks and often required help from their IT team, but now Drift just sends it. We've set up a sending domain reply.drifttmail.com that our customers can use to send their email campaigns. Those using reply management: all replies will be routed to the teammate who's calendar was dropped in the playbook and the email.
      • Where: Campaigns (https://email.drift.com/campaigns)
      • Who: EAP Fast Lane customers using Drift Email


  • Ships from 3/15 to 3/19

    • *Store multiple contact attributes from a single visitor response
      • What: Now, up to 3 attributes can be stored from a single response, enabling our customers to collect more data with fewer nodes for a better end user experience!
      • Why: Sometimes, our customers learn multiple pieces of valuable information about a customer based on how they answer a single question! Our customers want to collect data about their customers as efficiently as possible so they can further personalize their interactions in the future, but before, they were limited to storing only a single attribute from a response.
      • Where: Bot flow builder
      • Who: Customers with bots
    • *Show connection events in the Pardot integration event log
      • What: With this ship, a user can view Pardot’s event log and get a trace of every time this integration has been connected/disconnected from Drift.
      • Why: It is important for an integration’s event log to show all activities for a certain integration. Customers like to see every event and due to the Pardot SSO update, they no longer can find out when they connected.
      • Where: Pardot event log
      • Who: Enterprise customers with Pardot
    • *Update to teammate filtering
      • What: Teammate filtering now supports the new plan roles (admin, marketer, sales rep) 
      • Why: With the migration to new roles, and without this change, customers would not be able to see the correct roles corresponding to users listed in the Teammates tab
      • Where: Manage Teammates page
      • Who: Admin on 2021 plans


  • edited March 30

    Episode 55: Ships from 3/22 to 3/26

    *New People report for fast lane playbooks

    • What: This new report give Marketers the ability to drill down into each lead who submitted a form, saw the fast lane, and what outcomes they've taken. We introduced a way to track when a conversation was held (a teammate and a site visitor sent messages) and made the table consistent with how contacts and activities are displayed across Drift.
    • Why: Current Chat Playbook reports count a conversation as a button click within a Playbook. For Fast lane, we learned pretty quickly that reporting on button clicks wasn’t sufficient enough because Marketers want to know more about the outcomes Fast lane is driving - holding real-time conversations or booking meetings with Sellers. To reflect this, we’ve revamped Fast lane reports to show the specific outcomes. Not only does it show the outcomes, we are also capturing and showing ALL form leads who submitted the form and didn’t engage with the Fast lane. This helps us take one step closer to expanding beyond just chat leads. Now that we have these form submission events, they can also be used in other parts of Drift like Account activity and Target account feeds to continuously give our Sales users a full picture of what’s happening across the website with their target accounts.
    • Where: Fast Lane Playbook Report
    • Who: Customers in Fast Lane early access program (EAP)
  • edited April 6


    Episode 56: Ships from 3/29 to 4/2

    • Updates to Android app
      • What: Dark UI for Android
      • Why: Customers expect a consistent look and feel across our products! After we launched Dark UI for iOS, we saw an uptick of daily user sessions. We believe it makes a lot sense to bring the Dark UI to Android and deliver the same user experience as our desktop app.
      • Where: Android App
      • Who: All customers
  • Episode 57: Ships from 4/5 to 4/9


    • *A/B Test Report
      • What: Playbook variation (A/B test) reporting
      • Who: EAP customers
      • Where: Reports > Chat > A/B test
      • Why: A/B testing of playbooks is a long desired feature, and previously only possible through a hard-to-use cookie-based method. Back in January we launched an EAP that allowed select customers to try out A/B testing on their site with minimal risk. Until now, customers were only able to export their results in a CSV, which was not pretty to look at, and would not differentiate playbook versions. Now, we've introduced first-party support for A/B test metrics, broken down by A/B version, which gives customers the insights and confidence to quickly iterate and optimize their playbooks in order to increase leads.
    • *New Reporting Metrics for Fast Lane Playbooks
      • What: Fast lane reporting now displays metrics appropriate for this playbook type to help our customers better understand the impact Fast lane is having on their forms.
      • Why: Current reporting metrics don't tell the complete story when it comes to Fast lane playbooks. Our customers had no way of knowing how effective their playbooks were post submission. Now by utilizing the new form submission events, we can provide them with the complete picture and the various outcomes Fast lane is driving at a quick glance.
      • Where: Reports > Fast Lane Playbooks > Overview
      • Who: EAP customers
  • Episode 58: Ships from 4/12 to 4/16

    • *Disable GIF picker in the widget
      • What: We added a toggle in the advanced widget settings page to give customers the choice to configure if their site visitors can send GIFs in a chat. When GIFs are disabled, the send icon will appear in its place. 
      • Why: Here at Drift, we love GIFs! However, we've gotten a lot of feedback from our customers that they would like the choice to remove the GIF picker from the widget, either to reduce spam or to have the chat feel more 'professional'.
      • Where:  Widget advanced settings: https://app.drift.com/settings2/widget/advanced
      • Who: All orgs on v2 of the widget
    • *Team Routing Fallbacks General Availability
      • What: Now customers can scale routing to meet the needs of their organization by configuring fallbacks for unresponsive agents and offline teams at the rule and team-level. Customers can choose to drop a calendar, send an away message, or re-route within the team once opted-in to the new fallbacks.
      • Why: Customers want to ensure that Drift is routing leads to the correct rep and providing site visitors with the best experience. Before, customers used Team Availability to provide a safety net when reps went unresponsive but this setting applied globally, making it impractical to use if different teams needed different fallbacks (e.g. support vs. sales)
      • Where: The global routing builder
      • Who: Paid customers
  • Episode 59: Ships from 4/19 to 4/23

    • *Additions to the Opportunities influenced CSV
      • What: Opportunities influenced CSV export now highlights if a human agent and site visitor held a conversation.
      • Why: When our customers are diving into at how Drift has influenced their Sales pipeline, they want to be able to identify meaningful conversations that occurred without having to read through every conversation. "ConversationHeld" is now another part of the metadata along with "MeetingBooked", "EmailCaptured", and "CQLScore".
      • Where: Reports > Pipeline/Closed Won/Sales cycle > Export CSV
      • Who: Customers with the sales feature and Salesforce integration enabled
    • *New Notifications Modal
      • What: New Notifications Modal with improved UX, porting over all configurable settings from old view
      • Why: To allow users to modify notification settings in a more seamless, intuitive experience without leaving the convo view. Also ensures all old functionality exists in the new view.
      • Where: New conversation experience (desktop app and browser version)
      • Who: All users
    • *Update to account activity filters
      • What: Pre-loaded filter options for custom attributes for account activity data
      • Why: Sales reps and managers were having a bad experience filtering for custom account attributes because they couldn't see the available options.
      • Where: Account Activity Page
      • Who: All Sales users using the activity feed
    • *New metrics for Fast Lane playbook report
      • What: The fast lane overview report shows the Salesforce pipeline, opportunities influenced, and avg time to opp creation based on whether the site visitor talked to an agent or booked a meeting through a fast lane playbook! Customers can also download the opportunities to a CSV to see each opportunity in detail.
      • Why: This shows customers the impact of leveraging Drift to connect with their high-intent customers immediately after filling out a form. Fast lane has been consistently showing that it can lower the time to opportunity creation and that can lead to a HUGE impact on our EAP customer's business.
      • Where: Reports > Fast Lane
      • Who: Fast Lane EAP
  • Episode 60: Ships from 4/26 to 4/30

    • *Fast lane playbooks table
      • What: View Fast Lane playbooks in a separate table within the Playbooks tab
      • Why: A couple of reasons: 1) Fast lane is built for forms and we wanted to show it outside of Chat playbooks; 2) Fast lane doesn't take into account priority
      • Where: Playbooks > Fast lane playbooks
      • Who: Fast Lane EAP


  • edited May 24

    Episode 61: Ships from 5/10 to 5/14

    • *Update to slash commands and shortcuts
      • What: We merged slash commands (and added some) and shortcuts!
      • Why: Slash commands weren’t easily discoverable resulting in users not being able to find actions like block or saved replies. 48.9% of users reported that they “couldn’t find things” or thought features were missing. 
      •  By combining these into one menu, users should be able to see a combination of all the actions a user can do for a given conversation.  For keyboard users, some of these shortcuts can now be typed as well!
      • Where: /conversations shortcut menu and / composer command
      • Who: Everyone


  • edited May 24

    Episode 62: Ships from 5/17 to 5/24

    • *Multi-Owner Routing General Availability
      • What:  Admins can configure Salesforce owner routing settings at the rule-level, providing greater flexibility in finding an account owner based on the situation. For example, when selling to companies that operate in more than one country, account owner lookup can be region-specific to handle visitors from different locales. This ship also features a fresh new upgrade to the routing rule condition modal.
      • Why: When customers use Drift to notify and connect an account directly to the rep that owns that account, it enables a single person to develop context and build a relationship with an account . Previously we provided this capability in Drift with the ability to route to a Salesforce owner within the global Salesforce routing configuration, but we learned that this configuration didn't meet the complexity that our Enterprise customers need.
      • Where: The global routing builder (Settings > App settings > Conversation routing)
      • Who: Premium and above
  • Sounds like a really powerful update!

  • Episode 63: Ships from 5/24 to 5/28

    • *Widget preview in the bot builder
      • What: Preview your widget design and playbook node/skill in the bot playbook builder
      • Why: It’s important that users feel confident in both their widget design and playbooks, and until now it was only possible to see both together during a test. We’re replacing the default placeholder widget with a replica based on the org’s customization settings so customers can see exactly what their end users will.
      • Where: Bot playbook flow builder
      • Who: Customers with bots
    • *Add hyperlinks in chat
      • What: You can add hyperlinks in your messages in chat. Just highlight the text you want to link and click on on the link icon.
      • Why: This was a heavily requested feature!
      • Where: Live chat (browser or desktop)
      • Who: Everyone
    • *CSV downloads for Fastlane reports
      • What: You can download the Overview, Performance, and People tabs from Fastlane playbooks
      • Why: A post-launch fast follow that allows Marketers to export their Fastlane Playbook data so they can run their analyses
      • Where: Reports > Playbooks > Fastlane
      • Who: FY22 Advanced + Premium


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