The updated conversations list makes it easy to find conversations at a glance. You can use “All Inboxes” to monitor all your conversations as they come in, or filter by a specific inbox. Quickly switch between open, closed, or all conversations in each section, or create your own sections to categorize conversations just the way you like.
In the older conversation view, the only slash command available was a simple forward slash (“/”) and was only used for creating internal notes. Now, we have 8 new slash commands:
- /insert saved reply
For more detailed information about these slash commands, check out this help doc!
The Drift desktop app now allows you to easily format your text while you type! Just highlight the text you would like to format and the option to make that text bold, italicized, and/or underlined will automatically pop up! You can also use key commands as a shortcut for these alterations: Command + B (⌘+B) to bold your text, Command + I (⌘+I) to italicize your text, and Command + U (⌘+U) to underline your text. You can even use this to hyperlink text by clicking the link icon.
Pasting images / Attaching Files
You now have the ability to paste images into the message composer! You can copy and paste any image file (Command+C) and paste it directly into your composer (Command+V). Additionally, when you use the shortcut Command+Control+Shift+4 to take a screenshot you can directly paste that into the message composer as well (⌘+V)!
To attach a file, you can drag and drop any file! You can attach multiple files at the same time, but the max size is 25mb per file, and yes; we do scan for malware signatures in the files that are being sent.
Find all of your site visitor information in the details sidebar! This sidebar includes the following sections:
- Visitor info
- Recent activity
- Conversation info
- Feedback link
- Routing audit log
- Targeting audit log
Each section can be accessed by expanding the right sidebar (by clicking the arrow on top) or by hovering over each section’s icon when it is collapsed. The biggest difference between this sidebar in the desktop app versus old conversation view is that the site visitor’s recent activity timeline (that shows the visitor’s recently viewed pages) will be shown in this sidebar rather than the top of the conversation - this helps you quickly see what the pages the visitor is navigating to on your site while you are chatting with them, in real time and is now customizable saving you time from having to correct info in your CRM after a sync. You can also use the targeting audit log and the routing audit log found in the sidebar to help troubleshoot any routing or targeting issues that may arise.
To change your agent availability using the Drift Desktop app click the profile icon in the bottom left corner of the screen! There, you can toggle yourself to ‘Available’ or ‘Away’. Click “Notification Settings” to turn desktop and email notifications on or off directly from here.
Click the "..." next to the inbox name to change your composer preferences or access help.
To try out these amazing new features, download the Drift desktop app from here.
Sections allow you to group conversations together. This allows admins to review conversations all in one spot. To begin grouping your conversations into sections click the plus sign next to "Create Section" on the left hand side. For more details on Conversation statuses, check out this help doc here.
From here, you'll be able to group conversations by any combination of team, status, or tag. Once you have your sections created you can drag and drop them to order the sections in a way that works best for you.
Syncing your Conversations
Conversations no longer need to be closed to sync. You can manually sync conversations to integrations at any time by using the "sync" button at the top of the screen. Along with the button, closing a conversation will still trigger a conversation sync.
Need troubleshooting help? Click here.