The Conversation View and the Conversation Sidebar provides Users in Drift any available information on who they're chatting with to help with the conversation. 

Billing Plan: The Conversation View is available on all Drift plans.

In this article, we'll cover:

• Conversation View
• Conversation Details

  
The information that you see in the sidebar can come from:

• Past conversations with the site visitor (mapped in Playbooks or by CSV upload)
• Custom code on your site
• A Marketo or Hubspot cookie
• Clearbit or Demandbase enrichment through IP address and/or email. 

Conversation View

Inboxes

The left side of the screen shows you the different chat inboxes, or sections. These sections are where you will see your conversations. Depending on your permissions you will see either all of or some of the following section: My Conversations, No Participants, and All Conversations. To create a new section you can click Create new section at the bottom or click the three dots next to any existing section and click Create new section. 
To create a new section all you need to do is name it, select if you would like to share it with any other Drift users and then set your filters for the section. Be sure to click save when you are all done.

Top

When you are chatting with the end user, we are able to pull available information about this person and their company so you know who you are talking to.

Here is a list of the information, if available, we display:

• Site Visitor's name
• Company name (website is hyperlinked in the example)
• Social media handles
• Number of employees
• Where the site visitor is located
• Who else is involved with the chat (previous or current participants)

Bottom

Of course, at the bottom of the conversation view you can talk to the site visitor, add images and more.

 

Use slash commands to post an internal note, add an attachment, or use a Saved Reply.

Use the lightning bolt icon to access slash command shortcuts.

Use the smiley face icon to insert an emoji.

Use the calendar icon with a checkmark button to insert your calendar or a teammate's calendar into a conversation.

Use the phone icon to initiate a chat to call.

Use the Zoom icon to initiate a zoom call.

You can drag and drop any file into the text bar. You can attach multiple files at the same time, but the max size is 25mb per file, and yes; we do scan for malware signatures in the attachments that are being sent.
 

Conversation Details

On the right side bar, you'll receive the latest data about the Person and their Company if the information is available. This info can come from cookies, previous visits, or Clearbit/Demandbase/Drift Intel
Let's break them down.
 
Who Am I Talking To?
The top of the sidebar shows the visitor's photo, their email, and their name which links to the specific contact page. The sidebar also offers an option to "Follow" the contact - allowing you to receive notifications when they return to your site. 

CQL Score
The CQL Score gives the user an idea of how well this customer is scored. 

Salesforce Details Card
 
If you have the Salesforce integration connected, we'll pull in any available Account, Opportunity, Lead, or Contact information. We find this data using the site visitor's email address, whether it's an exact match or it has a matching domain. 

The View In Salesforce button will bring you to the record in Salesforce while the Configure Fields button will allow you to select which Salesforce attribute fields you want to show in the card.
 
Hubspot Details Card
 
If you have the Hubspot integration connected, we'll pull any available information on the site visitor. We find this data using the email address of the visitor or if the visitor has the Hubspot cookie and the toggle turned on.

Right now, we can only pull the following information: 

• Contact Owner
• Lifecycle Stage
• Lead Status
• HubSpot Score

The View In Hubspot button will bring you to the record in Hubspot. 
 
The cookie identification feature can be found within Drift, under App Settings > Apps > Hubspot > Sync Settings

Drift and Custom Attributes Card
 
Drift comes with Default Attributes, Custom Attributes, and (from Clearbit or Demandbase) Sourced Attributes. Drift Default and Custom Attributes are displayed in the "About" section and can be viewed by clicking "Show more attributes". Custom attributes will be displayed first and Drift attributes will be displayed towards the bottom of card.
 
You can customize which attributes show up in the conversation view by going to the Contacts  and navigating to the Contacts Settings. 

Here you can click the ellipsis box and select "Show in Conversation" in order to change what is displayed in the Drift and Custom Attributes Cards. 

Conversation Info Card
 
Use this card to see on which page the site visitor started the current conversation and what browser/device they're using!

Participants Card
This card will show all of the participants that are currently in the conversation. If no one is in the conversation you can join by clicking the join button. You can also route another teammate into the conversation by clicking the Invite teammate button.



Recent Activity Card
 
This card will show up if the contact has had a previous conversation with you! Each conversation will show up separately and clicking on the "View full timeline" button will take you to individual contact page's historical timeline which includes a bit more detail. 

Conversation Sidebar

Company

 
Clicking the "Company" tab gives the user information on

• Company logo
• Company website
• Company social media handles
• Company location
• Company category
• Money raised
• Tags that Drift has given
• Small blurb about the company

Use the button at the bottom of the Company tab to access the prospects accounts page right from the conversation view. If there is no account associated with the person you are talking to, the button will be disabled.

If you have any feedback or suggestions, don't hesitate to chat in!