User Guides

Need to know some general knowledge, or just want to give a hand out to your team for some general guidelines or info on some of the things Drift can do? You'll find it here!

  • Multiple Conversations for One Person
    When customers and leads are visiting your site, they are naturally going to navigate around your site while you are talki...
  • Non-Bot Playbook Reporting
    You've probably noticed that Drift offers other types of Playbooks besides Bot Playbooks. These include Live Chat/Welcome ...
  • Notification Guide for Drift Admins
    Notifications are utilized to notify your team when a new chat comes in.  As an admin, it's helpful to understand how noti...
  • Office 365 Calendar Integration
    Here's how to set up your Office 365 calendar:  1. Click the "Meetings" tab in the left-side Navigation Bar. 2. Choose Off...
  • Online & Offline: Agent vs. Widget
    There are two different statuses Drift can have on your account: your Agent Status and the Widget Status. Though both can ...
  • Org-Wide Meeting Types
    The Meeting Types section in Organization Settings is where Admins can set up standard meeting types for all reps within t...
  • Product Guide - Email Playbooks
    Drift Email Playbooks are the best way to turn your emails into engaging conversations that close leads faster. This doc i...
  • Quick Start Guide for New Sales Users
    In this quick start guide, we'll go over all the suggested steps for a new sales user within Drift.  Follow the steps belo...
  • Routing Implementation Guide
    Once you understand the basics of routing, you might wonder how to configure it for different scenarios, or even what’s po...
  • Sending One-Click Meetings
    Sometimes, when emailing a prospect, you may not want to make them navigate to your profile to book a meeting with you. T...
  • Setting Up Email Sending Domains (DKIM)
    What is Domain Authentication Domain authentication, sometimes known as whitelabel, shows Internet Service Providers that ...
  • Sign into Drift with Google
    Logging in to Drift is now even easier! By using the Sign in with Google functionality, you can log into Drift with your e...
  • Sign into Drift with Microsoft
    We know that many of our users are using Microsoft's suite of products to manage their days. We also know that keeping tra...
  • Switching from Intercom
    With the rise of 1:1 messaging and the on-demand economy, we are convinced that using live chat to talk directly to custom...
  • Targeting Logged in Users
    Here are some documents that will walk you through setting up targeting based on users cookies, or by segments that a user...
  • Team Availability
    When a customer chats in through Drift, you may not always be around to respond. Luckily, you can configure Drift Bot to ...
  • Team Routing Fallbacks
    Plan availability:  Team Routing Fallbacks are available on the Drift Premium plan and above.   In this article, we'll g...
  • The Chat Fallback Email
    Sometimes, people leave in the middle of a conversation you're having with them in Drift. They've got to run to a meeting,...
  • The Drift Starter Guide for Sales Teams
    Let's talk about the elephant in the room: sometimes it's annoying or just plain tough to adopt a new product. Especially ...
  • The Routing Audit Log
    We know that understanding what's happening in your conversations is crucial to success with Drift. One of the questions w...
  • The Site Coverage Report
    The Site Coverage Report allows you to see how many of your visitors are using your playbooks over the past 7 days. This ...
  • The Welcome Message Playbook vs The Default Greeting
    When you're getting started with Drift, you have two options in terms of how you'd like to engage with your site visitors ...
  • Using Keyword Groups in the Bot Builder
    Giving your prospects and customers the option to freely type responses to your qualifying questions is a great way of lea...
  • What is Drift Intel and Where Does it get it's Intel From?
    Drift Intel enables customers to instantly recognize qualified leads and accounts – without forms – to deliver a personal...
  • What Seats are Available in Drift?
    If you are currently on Drift's pre 2021 pricing plan then you have Seats included in your Drift plan. If you are on a 20...
  • Working with Drift Support
    Drift works rather well, but some times there are instances where you might need a little extra hand or need to speak wit...
  • Workspaces
    Workspaces allows you to easily segment your Drift instance by function, business unit or geography. Each workspace will ...
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