The Drift for Salesforce App is available for Premium, Advanced and Enterprise customers only. Additionally, some features explained in this article require Salesforce lightning where noted.
Drift Insider Note: Did you know we have a class on the Drift of Salesforce App over on Drift Insider? Check it out HERE
The app syncs over 25 fields related to each conversation in Drift which power reports and dashboards that we’ve pre-created for you. You can use these fields to create new reports alongside the rest of your Salesforce data.
In this article we'll be going over:
- How to install the Drift for Salesforce app
- Syncing Conversation Data from Drift to Salesforce
- Adding Related Lists to Page Layouts
- Pre-Created Reports and Dashboards
- Setting the Attribution Time Period between a Chat and Opportunity Creation
- Frequently Asked Questions
Installing the Drift for Salesforce App
Note: Only a Salesforce Admin will be able to install the App in your production instance.
- Navigate to the Drift for Salesforce installation page [INSTALL LINK].
Note: If you face issues when trying to use the above install link with a Salesforce Sandbox, please amend the url with your sandbox prefix (I.e. [company name]--full.my.salesforce.com).
Also, note that you won't be able to sync data from Drift until the package is installed/moved into Production.
- Select Install for Admins Only and click Install
Note: If you are not a Salesforce Admin, you will will receive an error message
- A window will appear asking to Approve Third-Party Access. Please tick Yes and click continue.
Note: We use this to send a signal from your Salesforce instance to kick off the Drift data sync (in a later step)
- The installation process will begin and a progress notification will appear
- You’ll be notified once the installation is complete. Click Done
Note: The installation can take a while depending on Salesforce server conditions. If there is a delay, you’ll receive an email when the installation is complete
- Next, add the read-only permission set to your users, Drift for Salesforce Permission Set - User
Sync Conversation Data from Drift to Salesforce
Note: Currently we do not support data syncs into Sandbox environments
First, ensure that you have configured your Salesforce integration properly within Drift. To check these settings go to:
- Click your Salesforce Integration
- Click Sync Settings and ensure the following is checked
- Sync Chat Activity as Tasks
- Sync Meetings as Events
- Sync Chat Activity as Tasks
Next, identify the Salesforce User used to connect Drift and Salesforce on the Drift integration settings page, you'll need this for the next step. To do this, navigate to:
- Hover over the "Connected" text to see the email address of the Salesforce user)
Now assign the Administrator Permission Set to the Salesforce User that was used to connect Drift and Salesforce.
You'll be able to assign this by going to:
- Permission Sets
- Drift for Salesforce Permission Set - Administrator
- Click Manage Assignments - From here you will assign the permission set to the individual users by clicking add assignment
Now, navigate to Setup > Installed Packages and click Configure next to Drift for Salesforce
A setup page will open confirming the previous steps. Click Start sync
We’ll begin syncing your historical Drift Conversation data (may take up to 3 hours) and will send over data for new conversations real-time going forward
Adding Related Lists to Page Layouts
In this section, we’ll walk through how to add Drift Conversation information to your Account, Lead, and Contact Page Layouts.
In Salesforce, navigate to:
- Object Manager
- Click on the Object you would like to add the Related List to (in this example, Account)
- Click on Page Layouts and select the Layout you would like to modify (we’ll choose Account Layout)
- Select Related Lists and find the Drift Conversations Related List. Drag that onto the Related List section of the Page Layout
To choose the fields to display in the Related List, click on the properties icon and Add or Remove Selected Fields
- Add these fields to Accounts, Leads, and Contacts in the order stated:
ACCOUNT: Name / Lead / Contact / Drift Conversation Link / Teammate (First) / Playbook Name / Conversation Source URL Path / Conversation Start Time
LEAD: Name / Drift Conversation Link / Teammate (First) / Playbook Name / Conversation Source URL Path / Conversation Start Time
CONTACT: Name / Drift Conversation Link / Teammate (First) / Playbook Name / Conversation Source URL Path / Conversation Start Time
Note: Sort by Conversation Start Time in Descending order
- Click OK, and save your changes
- You’ll now see your Related List on the object’s page (in this case, Account)
Pre-Created Reports and Dashboards
We don’t want you to start from scratch, so we automatically create and populate some standard reports and dashboards to get you started reporting on Conversational Marketing & Sales. You can use them as included or modify them to fit your needs.
Reports and Dashboards Locations within Salesforce:
- On the Reports page, click All Folders in the left pane and select Drift
- On the Dashboards page, click All Folders in the left pane and select Drift
Note: As some of the underlying reports use Row-level formulas not supported by Salesforce Classic, please switch to the Salesforce Lightning Experience for optimal viewing and usage.
- Drift Overview: At a glance view of performance with Drift (year-to-date) across Conversations, Meetings, Pipeline, and Revenue. Note that the Pipeline and Revenue numbers are based only on Opportunities with Contact Roles who had conversations in Drift
- Drift Metrics (By Playbook): See how your top 10 playbooks are performing (year-to-date) across your funnel metrics. Then, drill into underlying reports to understand why. Note that the Pipeline number is based only on Opportunities with Contact Roles who had conversations in Drift. Additionally, note that the 10 donut graph components can count a single opportunity multiple times if that opportunity was related to conversations from more than one playbook
- Drift Metrics (By Teammate): See how your top 10 reps are performing (year-to-date) across your funnel metrics. Then, drill into underlying reports to understand why. Note that the Pipeline number is based only on Opportunities with Contact Roles who had conversations in Drift. Additionally, note that the 10 donut graph components can count a single opportunity multiple times if that opportunity was related to conversations across multiple teammates
- Drift Influenced Pipeline (Opportunity Contacts with Conversations)
- See all opportunities created (year-to-date) with contacts who had Drift conversations. Then, dig in to see which reps and playbooks are driving the most Pipeline
- Two versions included:
- Drift Pipeline | Contacts w/Convo (PB): Grouped by Playbook
- Drift Pipeline | Contacts w/Convo (TM): Grouped by Teammate
- Drift Influenced Revenue (Opportunity Contacts with Conversations)
- See all opportunities closed (year-to-date) with contacts who had Drift conversations. Then, dig in to see which reps and playbooks are driving the most Revenue
- One version included:
- Drift Revenue | Contacts w/Convo
- Drift Meetings
- Understand who has booked the most meetings (year-to-date), what playbooks are driving meetings, and more
- Two versions included:
- Drift Meetings (By Playbook): Grouped by Playbook
- Drift Meetings (By Meeting Owner): Grouped by Meeting Owner
- Drift Conversations
- Note: These are not all of your Drift conversations. They are only the conversations that have been synced as Activity tasks to Salesforce based on your settings in Drift. Please see FAQ section below for steps to change your Sync settings
- Understand which reps are having more conversations (year-to-date), what playbooks are driving the most conversations, and more
- One version included:
- Drift Conversations
- Drift Conversations
Look-Back Period Check: Row-Level Formula
Reminder: Row-Level Formulas only work in the Salesforce Lightning Experience.
Our revenue reports (Pipeline and Revenue) use a row-level formula called Look-Back Period Check which checks whether the opportunity was influenced by a Drift Conversation.
If the number of days between the conversation start date and opportunity created date are ≤ the Influenced Look-Back Period, and the conversation happened prior to the opportunity close date, the value will be set to . If not, the value will be set to .
Note: The Pipeline and Revenue reports will only include opportunities that have a  value under "Look-Back Period Check."
Continue to the next section to understand how to adjust the custom setting.
Setting the Attribution Time Period between a Chat and Opportunity Creation
Our pre-created pipeline & revenue reports allow you to determine how long after a chat occurring you want to attribute any opportunities created with that Contact as Drift Influenced.
The default time frame is set to 180 days, but you can change the time frame through the following steps.
- Search for Custom Settings and click Manage next to Drift Settings
- Then click on New on the Drift Settings page
- On this page, change the Influenced Look-Back Period to the number of days of your choosing, then click Save
Note: It’s worth keeping in mind how long your average Lead to Opportunity Created timeline typically lasts when deciding the timeframe to attribute Opportunities to Drift Chats in the pre-created Revenue reports in the Drift folder.
Drift Conversation Custom Object
The Drift for Salesforce App includes a Drift Conversation Custom Object with the following fields describing the conversation. This Object powers the pre-created Reports & Dashboards included with the App.
Drift Conversation Object Fields
- Account - Salesforce Account associated with the Drift conversation
- Bot Message Count - Number of bot messages sent in the conversation
- Contact - Salesforce Contact associated with the Drift conversation
- Conversation Close Time - Date and time when the Drift conversation closed
- Conversation Start Time - Date and time when the Drift conversation started
- Conversation ID - Drift's conversation ID
- Conversation Source URL Path - The URL Path for the page where the Drift conversation was initiated
- CQL Score - Conversation Qualified Lead (CQL) score applied to the contact in the Drift conversation. Values between [-1, 3] correspond to the number of CQL lightning bolts. -1 means Disqualified, 0 means No score
- Drift Conversation Link - URL to view conversation in Drift
- Email Captured - True if email was captured during the conversation
- Has Bot - True if a Drift Bot sent a message during the Drift conversation
- Has Teammate - True if a Drift teammate sent a message during the Drift conversation
- Has Site Visitor - True if a Site Visitor sent a message during the Drift conversation
- Inbox ID - Drift's inbox ID that the Drift conversation is part of
- Lead - Salesforce Lead associated with the Drift conversation
- Influenced Look-Back Period - Maximum number of days between first Drift conversation and opportunity creation date to consider an opportunity influenced by Drift. Field is used in Drift revenue reports. The default period can be changed in Setup > Custom Settings > Drift Settings
- Meeting Booked - True if a meeting was booked during the Drift conversation
- Meeting Duration (min) - Duration of the scheduled meeting in minutes
- Meeting Owner - Teammate whom the meeting was booked with
- Meeting Start Time - Date and time of the scheduled meeting
- Playbook ID - Drift's playbook ID
- Playbook Name - Drift's playbook name
- Playbook Name (Reports Only) - A lookup of the Drift Conversation_Playbook Name field which replaces the null (-) value with “[No Playbook Associated]” to add more context to reports and dashboards. Does not appear on the Drift Conversation record page layout
- Site Visitor Message Count - Number of messages sent by a Site Visitor
- Sourced - True if Salesforce Lead or Contact associated with the Drift conversation was created by Drift
- Teammate (First) - Drift teammate who first responded to the Drift conversation
- Teammate (First) (Reports Only) - A lookup of the Drift Conversation_Teammate field which replaces the null (-) value with “Bot Only” to add more context to reports and dashboards. Does not appear on the Drift Conversation record page layout
- Teammate Message Count - Number of messages sent by Drift teammate(s)
- Teammate Response Time (sec) - Time between first visitor message and first Drift teammate’s response
- Total Message Count - Total count of messages in the Drift conversation
Drift Conversation Custom Object Page Layout
This is what the Custom Object looks like in Salesforce:
How does this affect my current Salesforce Integration or my app.drift.com experience?
All of the App functionality is in addition to your existing setup. Nothing will change in app.drift.com. We are only providing you more data and pre-created reports and dashboards within Salesforce.
How far back can I see Drift Conversations using the Drift for Salesforce App?
We’ll sync over all of your Drift conversation data starting from January 1st, 2019 (or as far back as you retain Drift Activity tasks in Salesforce, whichever is earlier).
Why don’t I see ANY of my Drift Conversations in the Drift for Salesforce App?
If you don't see any Drift Conversation records in your Salesforce instance, please ensure that all the steps above were followed.
Troubleshoot step 1: If you can see Drift Conversations through the following navigation, but not on Accounts, Leads, or Contacts under Related, please follow the Related List steps above.
Troubleshoot step 2: If you have multiple Salesforce users tied to the same email address, you may need to add the Admin permission set to the correct user. You can confirm the User in Salesforce by clicking on a Drift Activity Task. The user who created the task is the Drift integration user.
If you still don't see Drift Conversation records populating, and you've retried walking through the instructions in this help article, please reach out to your CSM or directly on our website for assistance.
Why don’t I see ALL of my Drift Conversations in the Drift for Salesforce App?
Drift will only create Drift Conversation records for conversations which were synced over to Salesforce as Activities. To adjust these settings, navigate to https://app.drift.com/settings/setup/salesforce. To see data for all of your conversations, navigate to https://app.drift.com/reports/conversations.
Should I stop syncing Drift conversations activity as tasks to Salesforce?
No. Not only is this how we determine which Drift Conversation records to create, but these tasks serve to use Salesforce’s standard Campaign Influence reporting, and can be used by 3rd party systems for Attribution modeling.
How quickly will Drift Conversation records populate after the initial historical data sync?
Drift Conversation records are created roughly 3 minutes after the "Conversation in Drift" activity task is synced over to Salesforce.
What if I don't use standard fields like the Opportunity.Amount field?
You can still use the Drift Conversation object, but you'll have to recreate the canned reports and dashboards. First, you'll clone the included report types, then you'll add any of your custom fields to the cloned report type. Finally, you'll recreate the reports using that new report type. Please reach out to your Drift point of contact if you need assistance in recreating these reports with your custom fields.
Why don't I see any data in the Pipeline and Revenue Reports?
Sometimes your Salesforce setup can prevent certain roles from seeing opportunities. If you're experiencing this navigate to Filters in the report in question. Select on the Show Me filter and click Clear Selection.
If you still can't see the data, or are not seeing Drift Conversation records, ensure that you completed the data sync instructions starting in the section Installing the Drift for Salesforce App.
If that doesn't solve it, please reach out to your Drift point of contact.
Why do I see data in the in-app Drift report but not the Salesforce App reports?
For an opportunity to be counted on Salesforce, it has to meet the following criteria: it is closed-won in Salesforce, the conversation activity was synced to Salesforce, and the opportunity must be opened and closed during the selected time period you are filtering for.
Does Drift sync data to the Drift for Salesforce App when testing playbooks?
When testing a playbook on a test link, Drift will not sync the Drift Conversation Custom Object record event to Salesforce so you will not be able to report on test conversations. You can get around this by cloning your bot playbook as a conversational landing page! This will allow you to test with the playbook turned on so all sync events fire but will prevent any site visitors from accessing the playbook.