Chat Checklist

Chat Checklist: Overview

If you have not  setup your drift profile yet please start at the Accelerate Marketing Drift Chat Checklist Setup
  1. Login to your drift profile

  2. Select the conversations bubble in the left hand column

  3. Select your conversation

  4. Reply to the chatter if they have not responded to the bot for the last 30-60 seconds or if they have finished a conversation with a bot (entered their email, phone number, scheduled a meeting, requested to talk with a team member, etc)

  5. If needed: drop documents into the chat by selecting the picture icon

  6. Use the calendar drop feature to book an appointment

  7. After the conversation has completed create an internal note to give your other team members the overview of the conversation and what the plan moving forward is

  8. Fill out any client information that you obtained in the right hand contact column (Drift stops automatically populating this section after you start your conversation with the chatter)

  9. Filter the conversation as Open, Pending, Closed or create your own filter

  10. Repeat step 3 through 10.

***Accelerate Marketing Drift Chat Checklist Setup***

Drift's notes follow bullet points and our checklist steps are numbered

The Necessities - 5 Steps to More Leads
1 - Accept your Invite

  • When you’re added to your team, you’ll receive an email invitation to join them on Drift. Activate your account from here and go through the onboarding flow. Feel free to skip through as much of it as you need to at first. You can revisit everything later, but make sure it’s all completed before you start taking chats!

2 - Navigate to “My Settings”

  1. Click on the avatar icon on the bottom left corner of the screen
  2. Click on the my settings tab
  • Once you’re in your account, you can easily navigate to your Account Settings. You can revisit these at any time by clicking your avatar on the bottom left of your screen.

3 - Account Information

  1. Select Account under Settings
  2. Add a picture of yourself
  3. Add your name
  • In your settings, you’ll see that you’re able to add a photo and name. Make sure that you have both a photo and at least a first name in there to make the experience more human for your leads. You’ll get a lot more engagement when they know there’s a human on the other end of the conversation.

4 - Notifications

  1. Select Notifications under settings
  2. Select Only conversations I'm in unless you need to see all conversations or don't want notifcations
  • Setting up your notifications properly is crucial to your success.
  • We have multiple different types of notifications: desktop, mobile, email, and Chrome extension. My recommendation would be to turn on desktop, mobile, and Chrome, and to keep email off for the time being.
  • The best practice for setting your notifications is to make sure that you’re only getting notified for conversations that you’re in. Please see the images below for the ideal setup:
  • Advanced notification settings allow for you to have desktop notifications show even when your Drift app isn’t open. Turn this on. You can also keep notifications persistent, which may be a great one to turn on if you find yourself multitasking and you don’t want to miss any messages.

5 - My Meetings

  1. Select My Meetings under Settings
  2. Select Meeting Types
  3. Select + New Meeting Type

  1. Select Meeting Duration length
  2. Title your event
  3. Create your Meeting Link
  4. Set your meeting location
  5. Add a meeting description
  6. Scroll down and select save

  1. Select Calendar Settings
  2. Select Your Availability
  3. Select your Minimum Notice Time
  4. Select your Buffer Time

  1. Select your timezone
  2. Select wether you would like your guests to cancel or reschedule their meetings (we suggest leaving this setting off)
  3. Turn on the email confirmation setting (you can customize the email but the default template works great)
  4. Turn on the email reminder setting (you can customize this as well but the default setting works well)
  • Meetings! Getting your calendars setup will be a game changer. This way, you can book meetings with leads as soon as they’re qualified. The bot can also book meetings for you while you sleep.
  • Once you connect your calendar, you’ll see a “meeting type” populate. Click into this in order to tailor the invites to suit your needs.
  • Within the meeting, you can control what the event is called, and the “location”. The best thing to do here would be to add your conference line or virtual meeting space that you commonly use. This way, you don’t have to follow-up or go back and forth to ask for phone number, etc. The lead will know exactly where to meet when the time comes.
  • Once you’re done with your meeting settings, you can toggle over to Calendar Settings. Here, you can control what days and times of the week you want Drift to reference on your calendar. Don’t worry, we’ll never offer up a time that you already have blocked!

IMPORTANT Things to Know

Active/Away Status

  1. To change between active and away select your avatar icon in the bottom left hand corner
  2. Select either "Set yourself to Away" or "Turn off Away mode"
  3. A green dot indicates that you are online. You must be online to respond to chats
  • In order to receive new conversations, you need to be “active.” If you’re “away,” you will not be included in your team’s routing rules. This setting has to be manually switched on and off by you. If your team is operating on shifts, you’ll want to turn this on and off at the beginning and end of your shift. If you’re doing a round robin, keep your setting to “active” 24/7, unless you’re out sick or on holiday.

Conversation View

  1. To access you conversations select the conversation bubble on the left side of the screen
  2. These are your conversations
  3. This is the conversation window
  4. This is where you chat in your responses
  5. This area is where you can access all the client information that you and drift obtains
  • The Conversation View is where you’re going to be interacting with customers.
  • You’ll see all the conversations in your inbox on the left (the newest conversations will rise to the top).
  • The body of the conversation exists in the middle section, along with some high-level information about the lead, as well as the message box and controls.
  • The Sidebar on the right side has more specific information on both the contact and company level.

Sidebar

  1. The chatter's email address
  2. The Conversation Qualified Lead stage (More lightning bolts = higher quality lead)
  3. The Drift Attributes section. In this section you can manually add a chatters email, phone number, and other attributes
  4. The Custom Attributes Section. You can add customized attributes to this section         

 

  1. Conversation Details section. Shows where the conversation was started from and what browser and device the chatter used
  2. The Recent Activity Section. Shows the most recent chats and actions the chatter has taken
  3. Select this to see the full timeline
  4. Select this to view the chatters full contact profile
  • The Sidebar shows contact and conversation information. Beyond the contact information at the top of the bar, the above images show what else lives in here, including the source from where the conversation came from. This is crucial to know so that you can tailor your conversation to the experience the lead is having at a given point in time. You can also view how many other conversations the lead has had (you can easily toggle to them, too).
  • The middle image shows the additional fields on a contact record that your admin can choose to show in the sidebar. If there are any custom attributes that you want to refer to on a lead, you can find and edit them here.
  • Lastly, the image on the right shows the company information on the lead. This will only populate if your team is using Clearbit or Demandbase. In the example on the right, you can see that you’re able to reference the company name and some other information that we can only access via the IP address. This information can sometimes be complete even if you don’t have a contact email address. You’ll know this is filled out if the company name also appears at the top of the conversation view.

Changing a Conversation Status


  1.  The Open, Closed, Pending conversation filters
  2. The conversation tags that you can add and create for all of your conversations
  • Once a conversation has completed, close it out. If a conversation goes idle, respond and then close out the chat so that if they chat back in, the conversation will be cookied to the user and open back up.
  • If you have a CRM integration hooked up (ie Salesforce), closing out a conversation is the only way to have a lead pushed through.
  • Something else you’ll see down here is the “close and leave” option. If you want to leave a conversation upon close, you’ll want to choose this action. This is best if your team is operating off of shifts and you want the lead to be re-routed to whoever is active at that point in time. If you want the lead to come back to you when they chat in, just close it out.

Internal Notes and Saved Replies


  1. Select the plus sign to access Saved Replies and Internal Notes
  2. Select this to view, create, and add saved replies
  3. Select this to post an internal note that only your team and you will see
  • There are going to be situations where you need to either send a “canned response” to a user (which you can edit and tailor) or need to make a note on the conversation about the next steps that occurred.
  • By clicking the “plus” sign on the bottom of the conversation view, you can access either option. For internal notes, make sure that the text box turns yellow (see below) so that only your team members can see the message. This is great for training, or cheering other team members on!

Calendar Drop


  1. Select this to access your calendars
  2. Search your calendars in this search bar
  3. Select your calendar from this column
  • In order to manually drop your calendar in a conversation, click on the calendar icon. This will pull up all users in your org who’s calendars are connected. You can drop yours, drop a teammate’s, or have the calendar drop follow the lead routing rules that you already have in place. Most of the time, you’ll probably just be using your own calendar.

Conversation Actions

  1.  Select this button to access all of the conversation actions
  2. Invite other users to the conversation
  3. Join the conversation (stops the chatbot)
  4. Send the chat transcript via chat or email
  5. Select this to block a user
  • At the top right of the conversation view, you’ll see a dropdown that allows you to do 4 things:
  • Invite others to join: This option will allow you to invite someone else from your team to join
  • Join (or leave) the conversation: If you want to join a conversation without hopping in, you can join this way and keep tabs on things. Or, if you’re already part of the conversation, you can leave from here.
  • Send the chat transcript: Did the lead ask for a transcript of your conversation? Or did you just have a great conversation and want to save it or brag about it? You can email the transcript to anyone by using this option.
  • Block this user: If you’re getting spammed by someone, you can easily block someone. Just keep in mind that this is by IP address, so you might want to be careful about blocking the entire IP address. Talk to your admins about this first.

Working the Queue

  1. Select this button to access your conversation queue
  2. This middle section is where you will be access all of the different conversations
  3. Select this to filter conversations down using custom filters and conversation tags that you have added
  • Your queue will default to showing all open conversations, but you can toggle to view only “Your Conversations” in order to simplify your queue.
  • If your team is running chat shifts, my recommendation would be to work out of the “Open” queue so that you don’t miss anything.

My Profile



  1. Your name and Drift offline and online indicator
  2. Your title and location
  3. Select this to start chats with this person
  4. Select this to schedule a meeting with this person
  5. This person's social links
  6. Additional information about the person

  1. Make sure your profile is public by selecting settings
  2. Selecting My Profile under My Settings
  3. Turn on profile sharing
  • A Drift Profile is like a digital business card. You can set this up (mine is above) and share a handle with leads for a way for them to contact you directly. I use this in my email signature and also have it on my LinkedIn.
  • You can provide as much or as little information in your Profile as you want, and just make sure that the “Profile Privacy” toggle is switched on.

 

Live View

  1. Select this to see live visitors on your website
  2. Select "chat" to live chat with people on your website. (Make sure you let the person spend a little time on the site so you do not scare them away. Also, use specific language pertaining to where they are on your website... "I see you are visiting our ____ page. Can I answer any questions for you? Btw this is a real person :)"
  3. Information Drift has gathered about the live person on your site
  • If you want to see everyone who’s on your site at a given point in time, you can use the Live View feature. You’ll be able to see both their contact information and their Company information (based on IP), which is actually more helpful in the case that the specific contact information is not available.
  • The Live View also allows for you to chat with people live on the site, outside from just using the Playbooks. The “chat” feature allows for you to send a message from you as a user. In the case that the lead responds, the conversation will open in the conversation inbox.

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