Drift Shortcuts

Drift Shortcuts 

We have created some simple shortcuts that can make your life easier when chatting with customer, collaborating with teammates and creating Help docs.

Chat Shortcuts 

• Note Pad 

Type a forward slash " / " in the chat. This will turn your chat box into a yellow note pad where you can write your thoughts on the conversation or assist your colleagues when they are chatting with a client. You can see how your chat box will turn to yellow; to go back to the normal (public) chat box just press esc and your chat box will go from yellow (note pad) to white (normal chat box). This notes can only be seen by you and your teammates. 

• Salesforce Information

Access salesforce information of the person while you are chatting with a client in seconds.  Type /sf on the chat box and click send to have immediate access to the salesforce you have on the user.

• Send Messages with Enter

Click on the arrow at the right of your chat box and select the option "press enter" to send your messages by pressing enter instead of having to click send every time.  

• Create a ticket in Zendesk

Create a ticket directly from your chat to Zendesk by typing "/ticket" and writing the title you want on your ticket. Anything you type after ticket will become the title of the ticket, ex. "/ticket This is the title of my ticket". To be able to use this functionality you need to have integrated Zendesk in your help center. if you need more help on ticket creation and Zendesk integration check this article.  

This is how your ticket will look on Zendesk 

Help Docs Shortcuts 

• Emojis 

Use emojis in your Help Docs to make your content more engaging. Just press command + control + spacebar and access the emoji menu. 

• Page Breaks 

Insert page breaks to divide your Help Docs by topics and sections