Q: Can I connect my email reply inbox as a bot inbox?
A: We do not recommend this as a best practice. This will make it more complicated to set up routing rules as there is a lot more room for error. You have to be really meticulous about filtering only for the correct subject line and making sure that subject line is also excluded from all your other routing rules. So it just doubles your work setting up the skills.
If the customer still wishes to connect their reply management inbox as a bot account, disconnect it under inbox connections and reconnect under bot accounts. The reply management will still work.
Q: What permissions are needed to connect my Office365/Gmail account?
A: For both Office365 and GSuite, Drift Email abides by the principle of least privilege. We are only authorized for the bare minimum access required to continuously read emails from a specific inbox, in order to sync data in real time.
To access Drift Email with Gsuite, we need the following permissions:
- View your email messages
- Search your email messages
- View your settings (eg. filters and labels)
See this help doc for a full explanation on GSuite permissions and authorizations.
To access Drift Email with Office 365, we need the following permissions:
- Sign in as you and read your profile
- Read your mail
- Sign in as you
- Access your data anytime
See this help doc for a full explanation on Office365 permissions and authorizations.
Q: Can you connect a Google group to Drift Email?
A: Currently you cannot connect a Google Group to Drift Email. We need to be a legitamate user inbox (“user” just meaning with its own credentials, not necessarily a real person) but it has to have its own separate password to log into.
Q: Can I connect a shared inbox?
You can connect a shared inbox as long as it’s a real Email inbox (not an alias) with a login and password.
Q: What email should I connect to Drift Email?
A: For the Bot inbox, we recommend using a subdomain (something generic such as hi.taylorscompany.com) and then using a real person on the marketing team (Taylors’s Marketing Assistant). The more human/conversational, the more engagement we see from prospects. All the campaign emails will be coming from this address, so if a prospect replies back, they'll be replying to what looks like a real person's inbox.
Q: Who should outbound emails be sent from?
We recommend using a subdomain (something generic such as hi.mycompany.com) and then using a real person on the marketing team (Matt Solomon). The more human/conversational, the more engagement we see from prospects. All the campaign emails will be coming from this address, so if a prospect replies back, they'll be replying to what looks like a real person's inbox.
Q: Who should my bot responses come from?
The replies are then filtered by our Bot, who then categorizes them and responds. For the Bot response, we will use the same email address but can set a custom name - we recommend going with something like "Taylor's Marketing Assistant" or "TaylorBot". The reason we want a different name on the Bot reply is that when leveraging AI, we feel it's best to be open and transparent. There are some other platforms that tend to hide that their bot isn't real, but at this time we feel honesty is the best policy, and will actually promote more trust in the interaction.
Q: Can I clone a campaign?
A: At this time we do not have the functionality to clone a Campaign, but it is in our pipeline for the near future.
Q: Why isn’t the email from my subdomain showing up in my inbox?
A: Confirm that they are using the same email for the from and reply to fields. Both from and reply to need to be something that’s connected to Drift Email because if not we won't see the replies.
Q: Can I remove a prospect from the campaign half-way through?
A: Yes, Drift Email checks back against the audience list before each send in the sequence. If a prospect is removed from the Marketo audience list at any point, they will be removed from the campaign sequence.
We recommend using a Marketo smart list to leverage dynamic suppression for the following:
- Leads being actively worked by Sales
- Existing customers
If a prospect responds to the outbound campaign at any time, they will be removed from the rest of the sequence.
How can I hand off prospects to Sales?
If you want the same person CC’d on all emails, simply select “add a specific address” under the automate > skill name > responder tab.
Lead Owner Lookup:
On the “responder” tab in Automate, one option is lead owner lookup in Marketo. This will pull from the field Siftrock Account Owner in Marketo.
Can we round robin reps in the automate tab?
We currently do not support round robin functionality - please reach out to us if this is something you are interested in exploring.
My teams emails aren’t appearing in the inbox, why?
You should first confirm your internal domain isn’t being ignored on settings > ignore domain. If your domain is ignored, we won’t send the reply to your Drift Email inbox unless it is from a user on the account AND to a current bot inbox. The reason for this is we find a lot of users want to run an end to end test and this rule would prevent them from doing so.
What is the difference between Bot Accounts and Reply Domains in Settings?
If you’re utilizing Drift Email for reply management only, you would connect your inbox on Reply Domains. Reply management means you’re not sending any kind of campaigns through Drift Email. If you’re a Bot user, you will want to connect your domain under Bot Accounts, and you will not need to connect it in Reply Domains as well to utilize reply management.
Can I add texts/phrases that would be classified as yes/no?
No, you cannot add additional phrases or words for our bots to catch. We build out proprietary machine learning specifically for replies. We use things like the subject line, body text and headers to decide what category a reply falls into.
How many users can I have in my account?
There is no limit to the amount of users you can have in your account, and there is no additional charge for adding a user.
What does each user type have access to?
- Contributor: Contributors can only connect their own inbox in Settings, and can only see the replies in the inbox that pertain to their connected inbox. They have no other permissions to view or edit.
- User: Users can view everything and export data. They cannot create or edit skills, manage users, manage integrations (MAP, inboxes, subdomain), ignore domains, or access the data privacy feature.
- Manager: Managers have access to create, edit, and manage across all functions in the account (including users and integrations). They cannot access the Subscription tab in Settings to view billing information.
- Admin: Full access to all functions in the account.
Q: What do Bot Review Queue emails look like?
A: Under My Profile > Settings > Notifications, you have the option to receive emails when a new message is ready for review. This happens when the skills are unable to interpret the email and asks a human to intervene.
In this section you can also choose to have browser notifications or a weekly summary email every Monday.
Q. What are the supported Marketo actions?
Add to list
Automate > Skill name > Tracking - you can choose to map each response to a different list. For example, if you’re sending a webinar invite - you can have an RSVP yes, RSVP no, and RSVP other list to track in Marketo. Adding something under tracking isn’t required but highly recommended to fully optimize Drift Email!
Update field value
Automate > Skill Name > Tracking - here you can choose to update a specific field in Marketo based on response. This is helpful if you’re looking to segment your customers based on response, outside of a list.
The following Drift Email fields are available for mapping: company domain, date of reply, email subject, first date from reply body, last date from reply body, source email address, quality of contact, sender email address, sender first name, sender last name, siftrock reply type, siftrock url, text from the reply.
API calls to Marketo
Siftrock can optionally utilize the Marketo API for the following actions:
Updating contact records
Updating or mapping new field values
Adding to list
Pulling contact lists for outbound sending
Drift leverages the bulk/batch endpoints to minimize the total number of API calls to Marketo. We send updates in batches (up to 15 contact updates per single API call) every 10 minutes. Should we run into an error with Marketo, we will wait one hour before trying again.
Q: Why was my inbox disconnected?
A: This happens typically when the password or the permissions were changed for the connected inbox. If you’re not sure on what has changed, we recommend checking with your IT team before reconnecting.
Q: How can I export my contacts?
A: Navigate to the Contacts section and select Export on the top right. A CSV will download in your browser immediately with the following fields: contact type (new or existing), first name, last name, email, phone, title, company, last seen date, quality, associated reply type, associated reply subject, referring contact, referring contact email.
Q: Can I customize what information I can export?
Currently the fields that are exported cannot be customized in-app.
Q: What do the contact quality scores mean and how are they determined?
Contact Quality is a representation of our software's confidence in the accuracy and completeness of a new contact. Machine learning is not a perfect science, so our scores help you segment data for different actions.
We have three quality scores:
- High - we found both a name and an email address, and can confidently associate them together.
- Medium - we found either a name or an email address, and can confidently guess the other.
- Low - we found an email address only, and cannot confidently find a name associated with it.
Do we send based on timezone?
We utilize smart sending. Using our own data, Drift has defined four windows of times during which recipients are most likely to open emails. These windows are 5:30am-6:30am, 9:30am-10:30am, 1:30pm-2:30pm, and 8:00pm-11:00pm. We will randomly select one of these windows and uniformly pick a time within that window to send the email. They will be sent according to the recipient's timezone if it is known, otherwise we will use the timezone you've set for your Drift instance!