Drift uses Contacts, Accounts, and Segments to help you keep track of who you're talking to. We also provide intel so you can learn about your visitor via information providers so you'll be ahead of the conversation.  We also help you drive pipeline and optimize your traffics experiences by providing Audiences.

Billing Plan: This article covers features that are available on different level Drift plans. If a feature is specific to a certain plan, it will be stated in this doc.

Intended Audience:

• Admin

In this article we'll go over the following:

• Recognition and Cookies
• Audiences
• Contacts
• Contact Settings
• Drift Intel
• Accounts

Recognition and Cookies

Drift uses cookies to identify users, that way we can use personalization tokens to personalize bot messages.  Note: Duplicate contacts can happen because a site visitor interacts with Drift with a new cookie (e.g. new browser, new device, incognito window, cleared cookies)

Audiences

Available on Advanced & Enterprise

• Audiences helps you drive your pipeline, optimize your site, and create a VIP experience for your site visitors by allowing you to engage more site traffic via data enrichment reports and tools

Overview

• Breakdown of site visitors who were shown a playbook, conversation started, emails captured, meetings booked, and who wasn’t shown a playbook
• Target benchmarks based on composite of visitors in the ENT, SME and SMB segments
• See trending data (week over week metrics) for a 12 week period

Your audiences

 

• Filter by
  • Top audiences (default)
  • Website (domain, high intent pages, top URL)
  • UTM parameters (campaign, content, medium, source, term)
  • Drift Intel (country, employee range, industry)
  • Target accounts/lists (6Sense, Marketo, non-target, target)
    • Custom SFDC account picklist data
• View
  • Type, audience, # visitors, # shown a playbook, # conversations, # emails captured, # meetings booked, # not shown a playbook
• Create a playbook or clone an existing playbook
• Click on a row to dive into audience type details

Playbooks

• List of top playbooks 
• View
  • Playbook, audience targeting (direct or indirect), shown a playbook, conversations, meetings booked, not shown a playbook
• Edit the playbook

Top pages

• View
  • Page, total visitors, shown a playbook, not shown a playbook, playbooks firing on the page (click on the link to see the list of playbooks)

All Contacts

A full list of the contacts in your Drift account - you currently cannot configure which information is shown in this list (contact, email, lead stage, last updated).

Contact Record

• Attributes: List of all Drift and custom attributes for the contact record
• Activity Timeline: Notes, conversations, campaigns, property, triggered events, meetings booked, calls

Contact Segment

• Filter by dynamic, static, Marketo, Pardot, HubSpot
• Dynamic Segments: Update over time, adding new contacts that match your filter and removing contacts that no longer meet the filter. For example, if your segment has the filter "Lead Stage is known", any contact that has a Lead Stage will be added to the segment. Dynamic segments are great for automating workflows.
• Static Segments: Snapshots of your contacts based on the filters you've applied. These don't update over time.
• Create a new segment
  • Filter by attribute, playbook events, tags (contacts), raw events
    • • Choose operator
      • Add AND/OR conditions for the filters
    • Preview of the segment
    • You need to create a new segment to export all contacts with at least email is known filter
    • Note: You cannot edit contact segments.

Import Contacts

CSV: DON’T DO THIS if you want to use it to recognize site visitors! Since a contact is defined by a unique cookie and email & the fact that you cannot import someone’s browser cookie, importing contacts in a CSV won’t recognize them when they chat into the site. However, you can use this to update contact records.

Contact Settings

Drift Attributes

• Drift attributes are default contact fields that are available on all Drift plans
• Hide any Drift attribute in the conversation details & configure order

Custom Attributes

• If there is a certain attribute you want to add to your contact records in Drift that you are hoping to use in Playbooks or for your other workflows, you can create custom attributes within Drift and add them to all your contact records. 
  • Types: text, number, date/time, true/false 
• You cannot edit these, but you can archive them.
• Hide any visitor attribute in the conversation details & configure order

Salesforce Attributes

Available on Premium and above

• Pulled directly from SFDC
• You can configure which attributes are shown in Conversation Details, as well as their order.

Drift Intel

Available on Premium, Advanced, and Enterprise

Drift Intel uses various third party databases (Clearbit Reveal, Demandbase, 6sense) which run a reverse IP lookup to provide detailed company information in your Live View and Conversation View and allows for powerful Playbook & ABM Targeting. 

ClearBit Enrichment 

• Available on all plans

Clearbit Enrichment auto-populates available contact and company information when site visitors provide an email. 

Accounts

Account Based Marketing (ABM) is available on Premium & Enterprise - needs Drift Intel. “Rolling out the red carpet for your target accounts.”

All Accounts

• Manage accounts
  • Add single account
    • Properties needed to create account in Drift
    • Name (company name, e.g. Drift)
    • Domain (company domain, e.g. drift.com)
    • Account owner’s email (Drift user, e.g. example@drift.com)
      • Drift, drift.com, Katie Costello
      • Drift, drift.com, kcostello@drift.com (matches my account in Drift)
  • Sync from Salesforce
  • Import CSV
  • Discover accounts

• Type = ABM means that it’s a targeted account that can be used for ABM playbooks and targeting
• You can add custom account properties, similar to contact attributes, if you want additional information about the account
  • Create property: make new property
  • Add property: add existing property to account record

 

Account Segment

• Click Create filter on All accounts page
• Organize your accounts based on account properties
• You can edit the filters used on an account segment (or save as new segment)

Import Accounts

Import a CSV or from Salesforce (the account owner’s emails need to match the Drift user’s email). If there are import errors you can download a CSV of the errors.