Setting Up a Welcome Message Playbook

What is the Welcome Message Playbook? 

A Welcome Message Playbook is a simple chat-styled greeting designed to drive conversations and feature the faces of people on your team.

Welcome Message Playbooks start a live chat between you and your customer. 

Where Can I Find Playbooks?

Click the Playbook icon on the left sidebar, then click New Playbook and Chat Playbook.

Set Up Your Playbook

Let’s take this step-by-step:

The first thing you’re going to want to set up when you create your Playbook is the message that is shown to your users!

You can also choose who the chat sends from and what the CTA Type will be. 

Goals:

Goals are used to qualify or disqualify people who interact with your Welcome Message Playbook! That way your team can focus only on the best leads.

You can have the the conversation route to one person on your team, or add a CQL score.

Routing Rule Tips:

• You should have your routing rules kick in if you have multiple sales team members in your Drift account.
• If it is just you and one other person on your team and you are receiving notifications for all conversations, you can have the conversation not route to anyone and still be notified!
• If it’s just you using your Drift account, or you’re in charge of answering questions on a certain topic, you should have the the conversation route to just one person.

Pro-Tips for Goals: Clicking “Add Action” will allow you to add a CQL Score!

The Lead Stages assigned to users who reach a goal are defined by tags. You can have them set to anything you like! From “Qualified Lead” to “Bad Lead” to “Wants a demo”! You will be able to see these Lead Stages as a tag on a customer's profile, we assign those automatically. 

Targeting

Under Targeting you’ll see is Audience - Everyone. Here you can set your preference of which users will see your playbook. You can choose from "Display Always" or "Display with Targeting." 

To add a condition, choose Display with Targeting, and then click the +Add Condition button. 

You can also edit your targeting conditions, add to them, or add a new condition set to the Playbook: 

Frequency: 

Set your  to have your Playbook deliver to your audience once, on every session, or on every page load! 

Enable your Playbook

Once you’re ready for your Playbook to go live, you can save it and turn it on!