Upgrades to sending messages
The Drift desktop app has new and improved emoji functionality! In addition to using the emoji menu that appears when you hit the face icon to the right of the test composer, you can now simply type into your composer a colon (“:”) plus the name of the emoji you are looking for, and select your preferred emoji from the pop-up emoji menu (or just hit “Enter”)!
In the older conversation view, the only slash command available was a simple forward slash (“/”) and was only used for creating internal notes. Now, we have 8 new slash commands:
- /insert saved reply
For more detailed information about these four slash commands, check out this help doc!
The Drift desktop app now allows you to easily format your text while you type! Just highlight the text you would like to format and the option to make that text bold, italicized, and/or underlined will automatically pop up! You can also use key commands as a shortcut for these alterations: Command + B (⌘+B) to bold your text, Command + I (⌘+I) to italicize your text, and Command + U (⌘+U) to underline your text.
Pasting images / Attaching Files
With the Drift desktop app, you now have the ability to paste images into the message composer! You can copy and paste any image file (Command+C) and paste it directly into your composer (Command+V). Additionally, when you use the shortcut Command+Control+Shift+4 to take a screenshot you can directly paste that into the message composer as well (⌘+V)!
To attach a file, you can drag and drop any file! You can attach multiple files at the same time, but the max size is 25mb per file, and yes; we do scan for malware signatures in the files that are being sent.
Details sidebar updates:
The Drift desktop app has an updated Details sidebar! This new sidebar includes the following sections:
- Visitor info
- Recent activity
- Conversation info
- Feedback link
Each section can be accessed by expanding the right sidebar by clicking the "i" icon on the top right. The biggest difference between this sidebar in the desktop app versus old conversation view is that the site visitor’s recent activity timeline (that shows the visitor’s recently viewed pages) will be shown in this sidebar rather than the top of the conversation - this helps you quickly see what the pages the visitor is navigating to on your site while you are chatting with them, in real time and is now customizable saving you time from having to correct info in your CRM after a sync.
To change your agent availability using the Drift Desktop app click the profile icon at the bottom left side of the screen. There, you can toggle yourself to ‘Available’ or ‘Away’. Click “Notification Settings” to turn desktop and email notifications on or off directly from here.
To optimize it’s functionally, you will not be able to access any settings besides availability and notifications through the Drift’s desktop app - you will need to instead go to Drift in your browser for Setting configurations!
To try out these amazing new features, download the Drift desktop app from here.
Sections allow you to group conversations together. This can allow admins to review conversations all in one spot. To begin grouping your conversations into sections. Click the Create section.
From here, you'll be able to group conversations by conversation, team or by teammate. This will allow Admins to focus on areas of content without having to scroll through the list of all conversations.
Syncing your Conversations
Conversations no longer need to be closed to sync'd. Admins can set up the ability to sync your conversations after a desired amount of no activity via Settings > Conversations > Advanced
In lieu of having an admin set up the ability to auto sync, users can also manually sync conversation data at any time by clicking the "manually sync" link on the details bar on the top of the screen.
Need troubleshooting help? Click here.