How to Connect Drift with Your Support Knowledge Base

To match the way that people buy today, most businesses have some type of knowledge base or collection of help docs. But let's face it -- even with a help doc for every possible question someone could ask, people will still always contact support.

That's where Drift's intelligent messaging comes in. Now, when someone writes in via chat on your website (or inside of your app), our bot will help surface relevant help docs you have created using the Help: Article Lookup function! Let our bot take all of the questions that you already have the answers to and save your time and energy for other questions.

In this doc, we'll cover connecting to the following integrations.

• Where to set up the knowledge base integration in Drift
• HelpDocs
• HelpScout
• Wordpress
• Zendesk

Connecting to a knowledge base or support integration is available on any paid plan.

Where to set up the knowledge base integration in Drift

Set up your knowledge base integrations in your Drift account here. Keep reading to learn how to connect each app!

HelpDocs

All you need for HelpDocs is your Docs API key to connect! 

Need help finding your Docs API key for HelpDocs? Check out this Managing API Keys doc. 

HelpScout

All you need to connect your HelpScout knowledge base is your Docs API key! Just enter it in the field and click 'Connect Account.'

Need help finding your Docs API key for HelpScout? Check out this Managing API Keys doc. 

Wordpress

In order to connect to your Wordpress knowledge base, all we need is the full URL. One step and you're done!

Make note: Drift will only pull post articles from the main domain URL, for example, Drift will not read from drift.com/help, but will read help.drift.com.

Having trouble?

You might see this error come up when you type in your URL: 

First, check the URL to be sure you typed it in correctly. If that doesn't work, you may be on an older version of Wordpress. You'll need WP version 4.7 or later for the integration to function without any extra steps. To see your version number, go to the Wordpress Admin area and scroll all the way to the bottom of the page.

If you're on an earlier version, you can manually install the latest beta version of the WP API.

Zendesk

Fill in your organization's name in Zendesk. Log into your Zendesk account when prompted, and you are connected 💯

Note: You must be an Admin for both Zendesk, and Drift to enable this.

You're all set! 

Still stuck? Email us at support@drift.com. Not using Drift yet? Get your free account here.