Getatlas Fr4ehtsbfr

Drift, a Salesloft company

Stay updated on the status of all your company's support tickets.

Customer portal

Drift empowers you to engage your website visitors with proactive messages that trigger based on specific actions or behaviors. This lets you capture leads, offer help, and guide visitors through your website, increasing conversions and driving engagement.  Here's a guide to using proactive chat messages and playbooks in Drift:

  Proactive chat messages allow you to engage visitors at crucial moments. You can activate messages when they visit specific pages, download resources, or take other desired actions.

  Drift's playbooks enable you to personalize proactive messages based on visitor data, such as their website activity, company, or even location. 

 Playbooks automate your conversational flow, freeing you to focus on other tasks while still ensuring that visitors receive relevant and timely interactions. 

  In your Drift dashboard, navigate to the "Playbooks" section. Click "Create Playbook" to start building your first automated workflow. 

 This is the action that initiates the playbook. You can use triggers like "Page Visit," "Button Click," or "Form Submission."  

  Select the type of message you want to display, such as a chat message, an email, or an SMS.  

  Craft a compelling message that encourages engagement. You can personalize the message with visitor information and provide specific links or calls-to-action.

 Playbooks can include multiple steps, such as asking qualifying questions, providing resources, or scheduling meetings.  

  Before activating your playbook, run a test to ensure it works as expected.  You can also iterate and optimize your playbooks over time, based on performance data.

 Ask qualifying questions to identify interested leads, such as "What are your goals for [your industry]?" or "What challenges are you currently facing?" 

  Offer guidance to visitors on specific pages or help them find desired information.

  Promote valuable content such as blogs, white papers, or case studies based on visitor activity.

  Send automated follow-up messages to nurture leads and keep them engaged. 

  Offer to schedule a call or demo with interested prospects.  

  Proactive messages should be brief and to the point.

  Make sure the message provides helpful information or a compelling reason to engage with your team.

  Tell visitors what you want them to do next – for example, "Schedule a demo," "Download the white paper," or "Ask me a question."

  Monitor the performance of your playbooks and make adjustments to improve engagement and lead generation. 

By leveraging proactive chat messages and playbooks, you can elevate your website visitor experience, capture leads, and drive conversions. Remember to craft compelling messages, personalize interactions, and continuously optimize your workflows for optimal results.

Learn how to create and use Playbooks to automate conversations and trigger specific actions.

Proactive Chat Messages and Playbooks

Live chat is a powerful way to connect with website visitors in real-time, answer questions, and qualify leads. Drift empowers you to manage these conversations effectively, offering a user-friendly interface and helpful features. Here's a guide to managing your live chat conversations:

  In your Drift dashboard, look for the "Conversations" section or a similar icon. This will direct you to the inbox where all your live chat conversations are displayed.

 The live chat inbox displays ongoing conversations in real-time. You can filter and sort conversations based on various criteria. 

  The inbox allows you to review past conversations, providing valuable insights into visitor inquiries and potential lead opportunities.

  Visitors are most likely to engage when they receive a quick response. Aim to reply to messages within a few minutes.

 Start your conversations with a friendly greeting and personalize messages if possible, such as addressing visitors by name or referring to their website activity. 

  To qualify leads effectively,  ask targeted questions to understand their needs, goals, and pain points.

 Offer valuable information related to the visitor's inquiries.  Leverage your knowledge about your products or services to provide insightful responses.

 Enhance your conversations by incorporating relevant images, videos, or links to share information effectively.

 Drift offers pre-written messages or "canned responses" for common questions, saving you time and ensuring consistent messaging. 

  If a conversation requires specific expertise, you can easily transfer it to a team member with the appropriate skills or knowledge.  

  Tag potential leads as "qualified" to track them for follow-up and nurture them through the sales process. 

  When the conversation ends, make sure to summarize key points, provide next steps, and leave a positive impression. 

 Let visitors know how long it typically takes to receive a response during off-peak hours.

  Maintain a friendly and professional demeanor throughout the conversation.

  Focus on providing value to your website visitors—whether it's answering questions, offering helpful resources, or simply providing a positive and engaging experience. 

By mastering the art of managing live chat conversations, you can build valuable relationships with your website visitors, nurture your leads, and drive conversions.

Tips and tricks for engaging with website visitors in real-time and qualifying leads.

Managing Live Chat Conversations

Navigating and Utilizing Drift's Conversation Inbox

The Drift Conversation Inbox is your central hub for managing all your interactions with website visitors, from live chat conversations to automated playbooks. It's a powerful tool for streamlining  communication, identifying qualified leads, and improving your overall sales and marketing efforts. 

 The Conversation Inbox provides a real-time view of all active conversations taking place on your website. This allows you to stay on top of inquiries and quickly respond to visitors.

 Conversations are displayed in a clear and organized manner, with details like the visitor's name, company, website activity, and the current stage of the conversation.

 You can filter conversations based on various criteria, such as the visitor's source, their website activity, the type of conversation (live chat or playbook), or the time of the conversation.

 The inbox provides valuable insights into visitor behavior and engagement, allowing you to understand what's working well and identify potential areas for improvement. 

  Quickly reply to incoming messages from your website visitors. You can use pre-written messages (canned responses) to streamline repetitive interactions.

  If you need to transfer a conversation to a specific team member, you can easily assign it to them within the inbox.

  Identify potential leads and tag them as qualified to ensure they receive appropriate follow-up and nurturing.

  Drift automatically logs and displays conversations that have been triggered by playbooks. You can easily monitor the progress of automated conversations and intervene if needed.

  Access past conversation logs to review interactions, gain insights from visitor questions, and identify trends in inquiries.

 Utilize filters to narrow down your conversations. For example, you can filter by "unread" messages, conversations with specific keywords, or conversations that have been tagged as "qualified."

  Use the search bar to quickly find specific conversations based on keywords, visitor names, or other relevant data.

  Customize the display of the conversation inbox to suit your preferences, such as changing the order of columns, hiding certain columns, or adjusting the display size.

  The Drift inbox integrates with your CRM, marketing automation platforms, and other tools, providing a centralized view of your customer interactions.  

By mastering the Drift Conversation Inbox, you can  effectively manage your interactions with website visitors, nurture your leads, and drive more conversions.

A guide to the Conversation Inbox, including how to filter, organize, and assign conversations.