How to Sync Accounts into Drift from Salesforce and Set Up a Personalized Welcome Message

dan kurtz

July 30, 2020 18:30
Updated

When a prospect from a company lands on your marketing site, members of your Sales team should be able to be notified so as to not miss an opportunity to engage with them and have a greater probability of closing a deal. At the same time, your prospect should be immediately engaged in a customized manner, so they have a message from you there to greet them letting them know you're available to talk.

Drift ABM Software allows for you to send personalized, and targeted messages to the people that really matter. Just upload a list of accounts you want to target with a personalized message and have your sales team start to enjoy prospecting again.

In this doc, we'll cover

logic of how we recognize account owner
bringing your Salesforce accounts into Drift
targeting a personalized Account Based Marketing (ABM) message to your targeted accounts

Syncing Salesforce accounts into Drift requires ABM and the Premium or Enterprise plan.

Here's how it works:

Here's how to set it up:

There are two ways to add accounts into Drift right now. We are going to go over Syncing accounts from Salesforce first.

To learn how to do a CSV upload of your accounts, read the help doc here.

First, set up your targeted accounts in Salesforce:

Head to your Accounts tab in Salesforce, and edit your view.

Edit your Accounts View name with the following criteria:

The criteria you need to include in your list is: Account Name, Domain, Account Owner.
If you do not include this information, the sync will not be successful.

Map Your Users from Drift to Salesforce

In order to make sure this is successful, you need to map your Drift users to their corresponding users in Salesforce. Go to Settings > Integrations > Salesforce > Mapped Salesforce Users. For an overview on that, check out this doc.

Now, Sync your accounts from Salesforce into Drift:

To do this, you'll want to go to Visitors > All Accounts > Sync from Salesforce

Screen_Shot_2020-03-12_at_3.49.50_PM.png

You can also manually add Accounts, import from a CSV. For info on how to do this, see our doc on importing via a CSV doc here.

When you click Sync from Salesforce, you're brought to the Salesforce Sync Settings.

Here, you can choose to Force Update All Accounts or add a specific Account List.

When you add a list, a window pops up where you can find the correct list in Salesforce!

You can check that box to make them a targeted ABM account. This will ensure that they are delivered the ABM Playbook and Reps can get notifications when these Accounts land on your site!3

Keep in mind: The SFDC Account Owner sync happens once a night if you change mapped users in Drift to Salesforce.

Next, map any Account attributes you'd like to sync into Salesforce.

In your Salesforce settings, you can map Account attributes to your Accounts lists to map custom fields. That way, you can maintain existing structures and workflows built around Salesforce for your accounts as well.

Then, Account Owners should follow their Accounts:

Each sales rep needs to do this individually in their settings!

Head to Settings > Notifications

Screen_Shot_2020-03-12_at_4.43.35_PM.png

Towards the bottom of your Notification settings page, you should see the option to "Also get notified when..."

If you turn on, "A target account I own is on my site" you will get a mobile or browser notification (if they are enabled) when your Account is live on your website!

Lastly, set up the ABM Playbook!

Head to your Playbooks tab and click on Create new Playbook.

From there, you'll be brought to the Marketplace where you can select ABM welcome message. Name your Playbook and click Create my live chat playbook to be brought into the Playbook customizer.

This playbook will automatically put the Account Owner as both the “welcome message” face and route the conversation right to them if the lead responds.

We recommend using personalization tokens to make the message personal for your accounts. Click Personalization to browse the available tokens.

The default targeting settings are set up so that everyone who is part of a targeted account that you've synced to Drift will receive that personalized message.

Advanced Targeting:

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

Once all of your Playbook settings are up to your standards, you can save your settings, and publish it!

Troubleshooting:

You might run into 2 problems:

The salesforce owner isn't mapped in Drift. This is something you'll need to do in order to make sure the right person is routed to the conversation!
Your account doesn't have a website in the website field in Salesforce. You will need to add that as a field and then resync your list.

The error will look something like this and we will make sure to allow you to download a CSV of the accounts that were causing errors:

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