Following the restoration of the Drift application, this article provides essential information to ensure you can turn your Drift instance back on.

This guide will walk you through the process of making adjustments to your playbooks based on the application status, turning your Drift playbooks back on, and walking you through our best practices for continuing business as usual while the application returns to full force. We'll add more information as it becomes available, so check back for the latest details.

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In this article, we will cover: 

• What to Expect When Drift is Accessible
• Drift Restoration Process
• FAQs: Drift Restoration Process

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What to Expect When Drift is Accessible

Drift is now accessible! 

Here are the current expectations inside the Drift application: 

• When you first login to Drift, all functionality will be turned off, including Playbooks and the Widget, with the exception of any DriftLink playbooks that were not removed when Drift was disabled. 
  
  • If you still have DriftLink codes active on your website, uninstall the javascript for these playbooks. 
  • By uninstalling the javascript, you prevent any playbooks from firing until you have discussed a deployment plan with your account team or followed the below Restoration Process. 
  •  If you've turned off the widget but it's still appearing on your site, please refer to the Frequently Asked Questions section of this guide for steps on how to resolve it.
• All playbook types are available including: Decision Tree, Bionic, CAI, Fastlane (Live Chat only).
• All user and admin settings have been retained, with the following exceptions:
  
  • Inboxes: Please confirm that your inboxes are intact and are connected to the correct playbooks. 
  • Calendar settings: Users that previously had their calendars connected will need to reconnect their calendar. 
  • Drift reporting defaults to the last 7 days. If you see no data populating, please adjust the timeframe to before Drift was turned off (Friday, September 5, 2025 at 6 a.m. ET.). 
  • A couple of report exports are down right now and the team is working to restore these.
• Integrations are gradually being rolled out individually. You can find the most up-to-date list of available integrations by navigating to Settings > Integrations.
• Drift Email is not live. 

A note on Free Accounts: Due to different settings, the Drift widget was not disabled for free accounts. Instead, when a visitor arrives, they will see your default greeting until you have a playbook live and running.

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Drift Restoration Process

Drift will be accessible with all Playbooks turned off, the Widget turned off, and integrations disconnected. 

In order to get back up and running, we recommend following the below steps in order: 

Step 1: Log in to Drift 

Before working in your Drift account, we first recommend confirming log ins and SSO for admins and chat reps. This will be crucial to ensuring a smoother restoration process.

Step 2: Prep your Playbooks

Drift functionality will roll out in phases. To get started with your playbooks again, we recommend selecting a handful of your most impactful playbooks – think: Engage All, Skip the Form, Fastlane (live chat only). 

In the event that a playbook is impacted by current or temporary limitations, we recommend cloning those top existing playbooks and making adjustments as shown in the Audit section below (Step 3)

If you have downstream processes that rely on Playbook Name, either change the name of your old playbook or update those downstream processes. 

Step 3: Audit Your Drift Set Up

The following items may need to be adjusted to account for current Drift functionality:

• Installing Drift on Your Website: If you have removed the Drift code from your site, please reinstall before proceeding.
  
  • Check your Team Settings to ensure that if no teammates are available for routing, fallbacks are set to "Send an away message"
  • “Create a ticket” fallback is also currently unavailable. 
• Playbooks: 
  
  • For playbooks you’re planning to go live with, confirm that your Route Conversation nodes are utilizing the “Use existing conversation routing rules” option. 
    
    • If so, you can proceed with the edits you made in the routing section above.
    • If you are not using “Use existing conversation routing rules”, you will need to ensure there are proper fallbacks within each of your Route Conversation and Meeting Booking skills.
  • Support ticket nodes will not work as intended. Replace these nodes with a message node pointing your customers to email your support team. 
  • Review bot flow and playbook targeting for conditional branch conditions that rely on Drift Intel or Integration list references. 
  • Fastlane: 
    
    • Adjust targeting to only fire while the team is online .
    • Remove the “meeting booked” option in the playbook flow.

Step 4: Ensure Chat Reps are Ready

1. Ensure all reps can log in (see Step 1).
2. Notify your chat team that Drift will be turned on so they are ready to join conversations.
3. Have all reps re-connect their calendars and confirm their meeting settings. 

Step 5: Turn On Playbooks

1. You can now turn on the handful of playbooks you selected during Step 2.
2. Monitor chats and reports to make sure chats are routing as expected based on the changes you made in previous steps. Recommended reports: 
   
   • Routed Chats: keep an eye on dead end chats where no teammate responds or fallback action is deployed.
   • Chat Data report to audit tagging to make sure conditional branching is working as expected.

Step 6: Complete a Data Export

As of now, we have limitations on what we can export from Drift, however we want to make sure that you don’t miss out on any lead follow up that needs to happen outside of Drift. Our recommendation is to review reporting regularly based on your business - whether this is once a day or more: 

Use the Chat Data report to keep track of which leads need to be imported into your systems each night. Filters that would be helpful:

• Routing Outcome 
• CQL scores
• Email captured

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FAQs: Drift Restoration Process

General Functionality

Certain pages are showing up as a blank white page, what does this mean? A few pages are still being restored and will appear blank for now. We're working to get them back online as soon as possible.

Do I need to remove any references to Salesforce data since the integration is still offline? Not necessarily.

In situations like Routing and Targeting, Drift uses a waterfall approach. If information is missing, or the condition is not met, it will continue to the next option (next routing rule, or next playbook respectively) 

• Routing: As long as you have routing rules after your Salesforce routing rules, your routing will skip the Salesforce routing rules & continue to the next rules. 
• Targeting: The targeting conditions will not be met for those playbooks looking to Salesforce data, so those playbooks would just be skipped. 
  Conditional Branching: If it is a scenario where you are segmenting customers to be able to speak to someone, you may want to adjust this conditional branch to a question node instead. If you are using it to skip qualification questions, it will just ask the qualification questions as a next step.

Widget

I turned the widget off, but it's still showing up on my site. What's wrong?

We've received a few reports of a caching issue that is causing the widget to display even after being turned off.

To fix this, follow these steps:

1. Go to your Widget settings.
2. Set the status to Manual.
3. Toggle the widget to Online and click Save.
4. Then, toggle the widget back to Offline and click Save again.

For a complete walkthrough, you can also watch this instructional video below:

Playbooks

We target with a dynamic Salesforce or Marketo Smartlist segment. Can we do that? If we cannot, is there a workaround? While you cannot currently target based on Salesforce segments, you can target based on Marketo smartlists. Please review this help document to learn how to get info from Drift into your CRM (and vice versa) while integrations are offline.

Will Fastlane work as expected on Marketo forms? Yes, Fastlane will function with Marketo forms as expected. 

Routing 

How will Routing function prior to integrations being restored? Routing rules that are not dependent on Drift Intel or Salesforce will function as expected. Those relying on Drift Intel and Salesforce will not trigger and will fall back to the next available rule. 

Integrations

How do I fix issues with my Google Calendar connection?

To resolve issues with your Google Calendar connection, please follow the troubleshooting steps outlined in our help document: Troubleshooting your Google Calendar connection.

How do I get my lead data out of Drift while integrations are offline? The best way to retrieve lead data from Drift will be through the Chat Data export. This will include key data points like email and company name. 

Will I still have access to Drift Intel? Drift Intel is not currently available, which means that account and contact enrichment will be limited. You'll still be able to use basic playbook targeting and GDPR features with existing data like geographic location.

Until Drift Intel is fully restored, identifying company and contact information through email and IP enrichment will be unavailable. Please see our help documentation for a complete list of features powered by Drift Intel.

Will Drift help backfill data? The immediate priority is to get all Drift capabilities restored and fully functioning. Once that work is complete, Drift will work to backfill as much data lost during the down time as possible.

Is the Salesloft integration currently unavailable? Yes, the Salesloft integration is currently unavailable.

While Drift is coming back online, how can I integrate Drift with my Marketing Automation System and CRM? We recommend following the process outlined here.

Drift Email

Is Drift Email back online?

No, Drift Email is not currently accessible. 

While Drift Email is offline, what can I expect when someone responds to an email address that is powered by Drift Email?

The end user (sender) experience is determined by the integration method chosen at implementation: inbox connection or custom subdomain.

If you chose the inbox connection method: an inbound email is successfully delivered to your mail server (e.g., Google Workspace, Office 365). The sender receives no bounce message or error notification. The failure is silent from the sender's perspective, i.e. they receive no notification. While the email makes it into your inbox, the automated processing and routing by Drift Email do not occur.

If you chose the custom subdomain method (this method is most commonly used): inbound replies would be routed directly to Drift Email's mail servers. While Drift Email is offline, these servers are unreachable. The sender's mail server will initially treat this as a temporary failure and attempt redelivery. If Drift Email is still offline beyond standard retry periods (typically 24-72 hours), the sender will receive a definitive Non-Delivery Report (NDR), also known as a bounce message, indicating a permanent delivery failure.

Reporting

Why are reports are showing no data? Drift reporting defaults to the last 7 days. If you see no data populating, please adjust the timeframe to before Drift was turned off (Friday, September 5, 2025 at 6 a.m. ET.).  

Will historical data from before the outage still be available? Yes, historical data will be available.

Settings

What's the status of notifications in Slack and Microsoft Teams? Notifications through our integrations with Slack and Microsoft Teams are not yet fully restored. Ensure your reps are following notification best practices within the Drift app.