Playbooks are great way to proactively engage with your site visitors, but you may not have a Playbook on every page of your site or you may want your users to click the widget to initiate a conversation with you.
The Default Greeting is a reactive greeting or message that shows when the widget is clicked on on a page where no Playbook is set to fire or is what is displayed to a visitor who does not meet any of the targeting conditions of your Playbooks.
- setting up the Default Greeting
- selecting who the Default Greeting gets sent from
- seeing it in action and important points to know
Setting up your Default Greeting
To configure your Default Greeting, go to Settings > App Settings > Drift Widget. Click into your widget and select the "Visibility" tab. In order to edit your default greeting you need to make sure your widget is set to display to some set of users.
You can set up a greeting for when you're online and when you're offline. These show in accordance with your set targeted hours. Make sure you include a message that will greet both general site visitors and contacts to your site.
When users initiate a conversation from this message, it will be routed to your default inbox!
You can also get a preview of what the Default Greeting will look like on your site on this page.
Selecting Who the Default Greeting Sends From
You also have the ability to select who the Default Greeting fires from. You can select either "A specific teammate" or "A randomly selected teammate."
With "A specific teammate" you can select a single user to fire the greeting.
"A randomly selected teammate" cascades through the following five tiers to intelligently select a user. This option will group up to three users into the Default Greeting, but won't fall to the next tier unless there are zero valid in a tier.
1) Highest priority routing rule members (enabled users & not 'Away')
2) Default lead routing rule members (enabled users & not 'Away')
3) Users who are not 'Away' (and have avatars)
4) Users who are not 'Away' (and do not have avatars)
4) Users who are 'Away' (and have avatars)
5) Users who are 'Away' (and do not have avatars)
To put it even more simply, the three factors that go into generating a 'random' user are availability, avatar, and routing rules.
Seeing the Default Greeting in Action and Things to Note
Once you've set up your Default Greeting, if you've enabled the widget and installed Drift on your site, you'll see it appear when you click the widget. To enable the widget, click here to be taken into your account settings.
Conversations started from the Default Greeting follow your conversation routing rules. For more information on routing rules, click here.
For more information on the difference between Playbooks and the Default Greeting, read this doc.