The Conversation View and the Conversation Sidebar provides Users in Drift any available information on who they're chatting with to help with the conversation.
The information that you see in the sidebar can come from
- Past conversations with the site visitor (mapped in Playbooks or by CSV upload)
- Custom code on your site
- A Marketo or Hubspot cookie
- Clearbit or Demandbase enrichment through IP address and/or email.
Conversation View
Top
When you are chatting with the end user, we are able to pull available information about this person and their company so you know who you are talking to.
Here is a list of the information, if available, we display:
- Site Visitor's name
- Company name (website is hyperlinked in the example)
- Social media handles (Twitter logo in the example)
- Number of employees
- Company's Madkudu lead score ("Good" in the example)
- Where the site visitor is located
- Who else is involved with the chat (previous or current participants)
Actions
At the top right the "Action" button will give you the ability to invite other teammates to the conversation, manually join the conversation, export the conversation transcript over email, or block the site visitor from chatting.
- Inviting a teammate will add the Drift user as a participant and, depending on their settings, notify them.
- Manually joining the conversation adds yourself as a participant. This option won't be available if you're already a participant.
- Sending the conversation transcript allows you to email the specific transcript to the Site Visitor or any teammate in your Drift instance.
- Blocking the user will prevent that site visitor from chatting in again. This feature blocks the visitor based on their IP address.
Bottom
Of course, at the bottom of the conversation view you can talk to the site visitor, change the conversation status, add images and more.
Changing the conversation status can help trigger integration syncs or simply help you organize your conversation view.
- Salesforce, Hubspot, and Marketo integrations will sync upon conversation closed.
- Conversations can be sorted by Open, Pending, or Closed.
- Leaving the conversation removes you as a participant.
Use the plus sign to post an internal note or use a Saved Reply.
Use the smiley face icon to insert an emoji.
Use the picture icon to insert an image, video, or document.
Use the calendar icon with a checkmark button to insert your calendar or a teammate's calendar into a conversation.
Use the carrot next to the "Enter" button to customize how messages are sent, either by hitting the "Enter" key, or by clicking "Send."
Conversation Sidebar
Person
On the right side bar, you'll receive the latest data about the Person and their Company if the information is available. This info can come from cookies, previous visits, or Clearbit/Demandbase. The Person tab displays this data in different cards.
Let's break them down.
Who Am I Talking To?
The top of the sidebar shows the visitor's photo, their email, and their name which links to the specific contact page. The sidebar also offers an option to "Follow" the contact - allowing you to receive notifications when they return to your site.
CQL Score
The CQL Score gives the user an idea of how well this customer is scored.
Salesforce Details Card
If you have the Salesforce integration connected, we'll pull in any available Lead or Contact information. We find this data using the site visitor's email address, whether it's an exact match or it has a matching domain.
Right now, we can only pull in the following information:
- Account Name
- Account Owner
- Contact Name
- Contact Owner
- Lead Stage
This means, for a Lead record, we'll only find the Lead Stage. In this case the other fields would show N/A
The View In Salesforce button will bring you to the record in Salesforce.
Hubspot Details Card
If you have the Hubspot integration connected, we'll pull any available information on the site visitor. We find this data using the email address of the visitor or if the visitor has the Hubspot cookie and the toggle turned on.
Right now, we can only pull the following information:
- Contact Owner
- Lifecycle Stage
- Lead Status
The View In Hubspot button will bring you to the record in Hubspot.
The cookie identification feature can be found within Drift, under App Settings > Apps > Hubspot > Sync Settings
Drift and Custom Attributes Card
Drift comes with Default Attributes, Custom Attributes, and (from Clearbit or Demandbase) Sourced Attributes. Drift Default and Custom Attributes are displayed on separate cards.
You can customize which attributes show up in the conversation view by going to the Contacts section in the Drift app and navigating to the Settings tab.
Here you can check the boxes under "Show in Conversation" in order to change what is displayed in the Drift and Custom Attributes Cards.
Conversation Details Card
Use this card to see on which page the site visitor started the current conversation and what browser/device they're using!
Recent Activity Card
This card will show up if the contact has had a previous conversation with you! Each conversation will show up separately and clicking on the "View full timeline" button will take you to individual contact page's historical timeline which includes a bit more detail.
Conversation Sidebar
Company
Clicking the "Company" tab gives the user information on
- Company logo
- Company website
- Company social media handles
- Company location
- Company category
- Money raised
- Tags that Drift has given
- Small blurb about the company
Side note: if you already know this information you can hide it.
This is available on our Premium (formerly Company) plan.
The team is working on improving the conversation sidebar moving forward, with plans to allow users to order these cards how they want as well as the attributes within them.
If you have any feedback or suggestions, don't hesitate to chat in!
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