When someone responds to your Drift Email campaign, your bot can send back a response based on intent, CC the right lead owner into the conversation, and track the interaction in your marketing automation platform. This feature is available for Drift Email Bot customers only.
Building Bot Actions
Your bot actions live on the right side of your campaign builder.
There are three bot responses: Yes, No, and Other. Each campaign comes with default text for each of these responses, which you can fully customize.
To edit a bot response, simply click into the response you'd like to edit.
On this screen, you can customize the text and add links and emojis here.
There are two options for how your bot can respond: Send a reply or Draft a reply.
Sending a reply means the bot will immediately send the response back to your contact. You can also set a time delay on the response if you choose. We usually recommend sending a reply for Yes responses, with a delay of 5 minutes or less
Drafting a reply means the bot will create a draft email with the appropriate response, but will not immediately send. Instead, the reply will go into a Review queue in your Drift Email Inbox, and you’ll be notified via push notifications and/or email.
We recommend drafting a reply for No and Other responses because these can often be more nuanced than “Yes” replies. For example, someone might reply “I don’t have the budget until Q4” - the bot may see this as a No, but your sales reps may see an opportunity.
CC'ing a Lead Owner
This is how you will route the correct sales or lead owner into the conversations.
Most teams use the Lead owner option in the CC dropdown, in order to lookup the contact’s assigned owner and route the email to that person. Once you choose that option, you’ll then need to select the “owner” field from your marketing platform that you’d like to reference.
You’ll also need to set a fallback contact when using lead owner routing, in case the contact does not have an assigned lead owner.
While our preferred routing is to a contact's lead owner, we also offer the option to CC in a specific person for the whole campaign, or round robin a group of people.
Round Robin a Group
If using the round robin feature, be sure to set your round robin options in your global routing rules. Access the routing settings via the Settings left navigation list.
For each bot reply type, you can set specific actions in your marketing automation platform. You can add contacts to a list and/or update fields based on their response.
We recommend creating static lists for your Yes and No responses. Other common updates are changing the lead status, or marking a field that will add a contact to a specific Salesforce campaign.
Now that your bot campaign is successfully tracked, run through your pre-launch checklist to make sure you’re ready to go!