Here you can find a list of commonly asked questions regarding the Content Library.

Billing Plan: The Content Library is available on the Premium, Advanced, and Enterprise plans.

In this article, we’ll cover:

• Content Library FAQ

Content Library FAQ

1. What is the purpose of Drift's Content Library?

Drift's Content Library allows you to upload textual content from a variety of sources. This content is then leveraged by Drift AI Suggested Replies, Bionic Chatbots and Site Concierge - Search app to generate higher-quality AI responses. The content uploaded in the Content Library can also be promoted in Site Concierge - Recommended Sources experience.

2. What types of content sources does the library support?

Our library supports a wide range of content sources including:

Web content: Sitemaps and single URLs.

Text files: PDF and Word documents.

3. What type of content should I upload to my library?

Think about the audience that you will be engaging with and what content do you want to expose. If you are not sure where to start, we recommend to use content for a broad, top of funnel audience, for example marketing website, knowledge base articles, blog posts, case studies, and support documentation.

4. What is the process followed to upload a sitemap?

A sitemap is essentially a list of all the URLs that make up a website. 

To upload a sitemap for processing, you can do so by providing the root or top URL of the website you want to ingest. E.g.: www.drift.com is our top/root URL.

We have different mechanisms in place for finding the sitemap of a given website: 

• You can upload the top URL and we’ll find and generate the sitemap for you.
• If your website is already equipped with a sitemap.xml and you’re aware of its URL, you can directly upload it to our Content Library and we’ll use it to process your site. E.g.: www.drift.com/sitemap.xml
• The top URLS can contain a specific path if you’re interested in processing only a particular section of your entire website.
  E.g.: if you specify www.drift.com/solutions/  only the URLs within that path will be included in the sitemap processing.

5. If my website does not have a sitemap, can I still ingest all the URLs on my website?

Yes, we have the capability to ingest a website’s content even if it doesn’t have a sitemap, just keep in mind that the process can take a bit longer. You can use “Add sitemap” option and add your top/root URL. E.g., www.drift.com.

6. Is there any limit on the URLs that can be ingested?

Yes, when uploading a sitemap, there is a limit of 10,000 URLs. This limit is set to ensure efficient processing and management of the content. If your website exceeds this limit, exclude content that is not relevant to the buyer journey. E.g. careers pages.

7. If I want to upload my whole website, except a couple of pages or directories, how can I do it?

Tailoring what content gets ingested into the Drift Content Library is essential for maintaining its relevance and accuracy. Here's how you can exclude specific pages or directories:

• Individual pages - www.drift.com/faq.png
• Part of a site - www.drift.com/faq/*

8. My sitemap status is “Partial success” - Was anything ingested?

Yes, when the status of a sitemap is “Partial success” it indicates that some of the content was successfully ingested, but at least 1 URL failed. To understand which parts of the sitemap were successfully ingested and which weren’t, you can view the detailed report. Click on the sitemap name, and a drawer with ingestion details will open.

If only a few URLs are being ingested, try using the Site Map URL formatting if you are not already. The Site Map format is: website.com/sitemap.xml

9. The ingestion failed, what might be the cause?

Here are some of the common reasons for ingestion failures and how to troubleshoot them:

1. Blocked Requests: Make sure your website allows requests from web crawlers, and adjust any rate limits if needed.

• To resolve this you may add our service’s IP addresses and/or our web agent to your allowlist:
  IP Addresses:
  18.232.245.220

3.226.111.211

3.229.58.120

52.205.21.197

Drift User agent:
DriftBotAgent

2. 404 Not Found errors: A 404 error indicates that the page could not be found. The page is ignored from the ingestion process, as there is nothing to parse, but the rest of the site is processed successfully. We recommend to verify the URLs are correct and the pages exist, if this is not the case just update or remove them from your site and sync the content. 

10. Is there any content not supported?

As of now, Drift’s Content Library primarily supports text-based content. If your content falls into any of the following categories, we will not be able to pass it to AI

• Video and audio content: Our AI is not equipped to process or understand video and audio files directly. If you have the transcripts of these files, you can upload in PDF or DOCX format.
• Images and tables: Similar to multimedia, tables and images are not given to AI as context. 
• Non-english content: Our AI’s current proficiency primarily relies on processing English language content.
• Gated content: We do not support any content behind a login, registration, or any form of authentication. Drift can operate only on publicly accessible content and cannot bypass authentication mechanisms. There are no immediate plans to support this content.

We are actively working to enhance our language capabilities, but in the meantime, we encourage you to consider these limitations when planning your content strategy.

11. How long does it take to ingest content?

The duration required to ingest content into the Content Library can vary, primarily due to factors such as the volume of concurrent requests and the total number of URLs being processed. On average, the estimated processing time is approximately 10 minutes for every 1,000 URLs.

12. Should I focus on uploading just essential content, or should I just upload my entire site? And will the system get confused if I upload too much content?

It is recommended to start simple by adding your website, blogs, case studies and marketing materials as well as your support documentation. Content ingestion is an ongoing process, so you can update your content library as you test our AI products.

13. I have content in multiple languages. Should I upload them all, or will the system get confused? 

Today Drift's AI products only support english content, so we recommend not to ingest non-english content. If any other language is detected, the system will ignore it.