Chat to Call is Drift's first voice solution to help connect buyers with sellers. Allow reps to jump from chat to a phone call with their prospects with just one click and automatically send that activity to your Salesforce! This feature is only available for Premium, Advanced and Enterprise users, and is limited to outbound and inbound numbers in the United States only at this time.
In order to use your phone for Chat to Call functionality, you'll want to first make sure that your phone number is in your Drift Profile. You'll find where to set this by going to Settings > My Settings > Drift Profile and then scrolling down to the Contact section. Alternatively, if you don't want to use your phone, calls can be placed directly from your browser.
URL Pro Tip:
For quicker access to this settings page you can always just copy and paste https://app.drift.com/settings/profile into your address bar.
Drift will automatically recognize when a phone number has been sent in chat and give agents the option to initiate a call.
To start the call, simply click the Start a Call button.
Next, you'll be presented with a screen to confirm whether you'd like to call the given phone number via your browser, or via your own telephone. The browser functionality is quick and easy to use, while the phone enables you to utilize your current VoIP software or physical phone to integrate with any recording or phone system integrations you may have set up.
Once you've selected Call from your computer or Call from your phone you'll be presented with a screen to confirm the destination telephone number, and your own number if in use. You can also edit the numbers if need be by simply clicking the field and re-entering the number.
Once you click Start a Call on the confirmation pop up, Drift will first call your phone and then your prospect's phone.
Drift will keep track of when your call starts and ends in the conversation view, and will also work seamlessly with any of your businesses call recording tools as well through no additional setup.
Alternatively, you can always start a Chat to Call with your site visitor by clicking on the Chat to Call button in your conversation composer.
Salesforce Pro Tip:
Drift call activity can be added as a task to Salesforce once your call ends. You can turn this feature on in the sync settings section of the Salesforce Integration page here.
You can read more about Salesforce integrations here.
Did You Know?
You can view our training video about Chat to Call on our Drift Insider pages? Click HERE to learn more!
Still stuck? Chat in with our support team or email firstname.lastname@example.org.