Capturing a Site Visitors Email
So you want to capture the email of the person you are chatting with via Drift? EASY!
For users on our Paid Plans, we have a specific Bot Skill for you to utilize! Check out this doc to see how to set it up.
For those on our Free Plan, we have a slightly different way for you to capture the emails of those who engage with your Welcome Message or your Default Greeting.
To turn on email capture head over to Settings 👉️ App Settings 👉️ Drift Widget 👉️ Advanced (you can also click this link!) From there scroll down until you find the setting called Ask site visitors for email. Toggle that setting on, and you are all set!
Want to take it one step further? Once you toggle this option on, you can edit the message that asks for the email!
Comments
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I tried to customise the message, it works well, thanks for the tips Catherine.
I was wondering, do you know why I see this message being sent by "Bot" even though there is my avatar in drift backoffice?
all the best,
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Hey Kim!
If you head over to Settings > App Settings - Drift Widget- Default greeting or click here. You can select if it is set to send from a random teammate or a specific teammate. If you have this option set to specific teammate (and selected yourself), and still having trouble please feel free to send me a screenshot of what you see so I can look into this further for you!
Ruhena- Drift Support⚡️
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Hi Catherine - Once the "ask site visitors for email" setting has been turned on with a free plan, where do the submissions actually go? Will I receive an email notification for any new submissions or do I need to log into my dashboard and check there? Also, is there any way to request to capture site visitors' names as well?
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Hey,
You can go To turn on email capture head over to Settings 👉️ App Settings 👉️ Drift Widget 👉️ Advanced, From there scroll down until you find the setting called Ask site visitors for email. Toggle that setting on, and you are all set!
If you want to verify those emails, verify your list with email checker tools: https://www.accuwebhosting.com/blog/top-10-bulk-email-list-verification-validation-services-compared/ 😎
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I have the same problem as Kim. Everything is configured so that messages and playbooks should be coming from me. However email capture message appears as coming from "Bot".
This is really bad, as it gives visitors the impression that they have been plugged into a bot, which is terrible, and so they don't chat.
Here's a screenshot:
For the sake of clarity, our workflow doesn't include a playbook. We just have a welcome message, people type their question, and then the email capture appears.
Our org id is 1222785.
Users don't see it as "the bot chiming in". After the email capture message is triggered, only the bot's avatar shows in the header of the chat widget. My picture is nowhere to be found anymore. It thus looks as though the user is only interacting with a robot, which increases the likelihood that they leave.
Once the user provides email it doesn't revert back to me. It reverts back to me only after I reply, and that is often too late, person is gone seeing that they're talking with a bot.
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Hello?
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Anybody?
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@[email protected] You told my colleague that if we reached out on this forum you would help us out
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@Julie Kessel Francisco here from Drift support stepping in for Ruhena. I will investigate the behavior of your chat bot message more deeply and get back to you as soon as I can, as I need to run some tests on my end. Truly, I apologize for the delay in our reply, and we will get this sorted out for you.
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@Julie Kessel and @Kim , I confirmed that what we see with your avatar changing to the bot is expected behavior. The setting mentions that the message that is seen initially will be sent from a person and it changes to a bot because no human was routed in. Also, I tested this out in my demo account and experienced the same behavior. Thus, I apologize for being the bearer of bad news; however, I can submit a feature request on your behalf to see what we can do in the near future. However, I would not have an exact timeframe for when this would be implemented as it depends on what the product team is working on.
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@Francisco Oller Garcia thanks for the reply.
What does "no human was routed in" mean? Can't I just automatically "route" myself in?
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@Julie Kessel yes, you can just route yourself in by typing in. Essentially, what no human was routed in means is that the bot is handling the conversation until you step in. I hope this helps. :)
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Unfortunately it doesn't.
As I mentioned in my comment, when people see the bot's avatar, they assume there's only it. Most of them leave before I have time to type anything. When I do, it's too late, they're gone. That makes Drift useless.
Which is why I asked whether there's a way to automatically route myself in
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@Julia Pompeani sorry for the delay in my reply. I am afraid to say that with the default greeting there isn't a way of being automatically routed in. However, if you use the online/offline welcome message then you will be routed in, and here is a video walkthrough for you: https://video.drift.com/v/abwcr8fP0A8/.
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Thanks for the reply.
The reason why we are not using online/offline welcome message is because we only want to greet people who are not logged in. If a visitor is unidentified, we want to greet them proactively. If a visitor is identified because they are logged in, and thus already a user, we don't want to bother them.
This is the reason why we are not using the online/offline message. If you have a solution to prevent it from triggering for identified users, that would solve everything.
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Any thoughts on this?
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@Julie Kessel unfortunately I am afraid to say there isn't much we can do on the free version of the app because we are limited in terms of the targeting conditions we can implement. However, you could potentially try implementing the following (https://devdocs.drift.com/docs/methods-and-installing-with-javascript-sdk), which is tied to this playbook setting (https://share.getcloudapp.com/eDu5zX0x).
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Thanks. We'll try this and I'll let you know
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@Francisco Oller Garcia we tried turning on the "online welcome message" playbook, and the behaviour is still the same: when the playbook runs, the widget opens with my face, but once the visitor types something, the bot asks for their email address, and from then on the conversation appears as being with the bot only.
You previously stated that with the online welcome message I would be automatically routed in, and thus the bot's avatar wouldn't show instead of mine. Can you please explain the discrepancy here?
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@Francisco Oller Garcia any idea on how to reconcile what you previously stated and our latest trial?
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@Julie Kessel sorry for the delay and taking a peek now.
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@Julie Kessel unfortunately, I confirmed with the team that it is the design for it to stay as the bot until you type no matter if it is the default greeting or the playbook.
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@Francisco Oller Garcia thanks for clarifying that your previous assertion was wrong.
Nevertheless it seems very surprising to me, for 2 reasons:
- In the email capture settings, the example displayed shows my face and my name, not the bot. See screenshot below. Why would Drift have bothered to place a teammate's picture and name there, if it is always supposed to be the bot showing up?
2. You previously stated that the reason why the bot's avatar showed instead of mine was because I was not routed in. However I looked at audit logs of when you tested it yourself, and it seems I was well routed in automatically. See screenshot below
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@Julie Kessel, thank you for the follow-up.
- In the email capture settings, the example displayed shows my face and my name, not the bot. See screenshot below. Why would Drift have bothered to place a teammate's picture and name there, if it is always supposed to be the bot showing up?
Answer: Yes, I can see how that UI can be misleading, so I will follow up with our teams.
2. You previously stated that the reason why the bot's avatar showed instead of mine was because I was not routed in. However I looked at audit logs of when you tested it yourself, and it seems I was well routed in automatically. See screenshot below
Answer: I was incorrect here as in testing on my own demo account, I found that even though I am routed in. It does not change from the bot to me until I type in.
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@Francisco Oller Garcia glad to see things appear a bit more consistent.
`Answer: Yes, I can see how that UI can be misleading, so I will follow up with our teams.`
Can you please let me know what your team says is the correct behaviour, that advertised in the settings, or that which we experience?
It seems to me that there is no point in showing the bot's avatar whatsoever
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@Julie Kessel I confirmed with the team that the email follow-up message it will show whatever icon that they have set in their widget, not necessarily what you see in the preview. Moreover, we advise against displaying the image of a person when a human person is not available chat as we show here: https://gethelp.drift.com/s/article/Bot-Disclosure-Best-Practices-and-Guidelines. Truly, I am sorry for the confusion, we may have caused.
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@Francisco Oller Garcia thanks for the reply.
This is very disappointing. Indeed I am available to chat most of the time, it really hurts our conversion rate that the chat's icon switches to the bot. Often I try to answer but people have already left because of that
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@Francisco Oller Garcia also, what I don't get is the fact that at the top of this thread, @Ruhena Ahmed seemed to say clearly that the bot shouldn't be showing
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@Julie Kessel I totally understand your frustration, but I did confirm that the behavior we are seeing is what will happen all the time. However, please let me know how I can help further.
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@Francisco Oller Garcia sorry for the slow reply. Could you please check why @Ruhena Ahmed previously that the bot shouldn't be showing?
