In the event of a disconnection between Drift and your CRM or MAP, you'll want to export your data from Drift to prevent the loss of critical information.. Manually reimporting this data ensures that all your systems are up-to-date and that your marketing and sales teams have a complete, accurate record of every interaction. This process is essential for maintaining data integrity and ensuring a single, reliable source of truth across your platforms.

In this article, we’ll go over:

• General Understanding of the Exporting/Importing Framework
• Exporting your Data
• Importing your Data to your CRM/MAP - Additional Resources

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General Understanding of the Exporting/Importing Framework

Repopulating your CRM or MAP involves generating a CSV within Drift that you can then upload to your integration of choice.

The general workflow is:

1. Go to your Drift reports:  You can export via Segments, or the Chat Data report.  Continue to the next section of this doc for further details on how to do this for each area.
2. Identify which leads should be added to your MAP and CRM Using the filters on Segments, or the Chat Data report allows you to select what data you need to include to your CSV.
3. Export the file: This contains all the data that you’ll need.
4. Clean up the file: Remove unnecessary fields in your CSV, and add any fields that are required in your CRM/MAP, but would not be present as an exported contact attribute in Drift.
5. Go to your integration data loader and import: This repopulates the CRM/MAP with the data collected by Drift while your data was not sync’d.

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Exporting your Data

You can export CSV’s of your static Drift Segments, and your Chat Data report.

Segments

Static Drift Segments allow you to filter your contact and accounts based on attributes.  This process allows you to get a CSV file of your visitors outside of the Drift environment.

For further information on Segments, check out our Drift - Segments help doc.

Steps to Export a Static Segment:

1. Navigate to Contacts: In your Drift account, go to Visitors > All contacts.
2. Choose Your Filters: Click on Create filter and choose relevant conditions to filter your contacts by. Things to Note: The attribute Last Active will help you find any records recently updated.
3. Save Your Segment: Save your Segment as a Static Segment. Saving the static segment takes you straight to the Segment view.  
4. Export the CSV:. Inside the segment view, click on Manage members in the top-right corner, and then select Export CSV of segment.
5. Receive the File: A confirmation message will appear. The CSV file containing your segment data will be sent to the email address of the user who is logged into Drift.

Chat Data Report

The Chat Data Report allows your to export an in-depth breakdown of your agents’ chats, including metrics like message count, and chat length. 

For more information on the Chat Data report, check out our Drift - The Chat Data Report help doc.

Steps to Export the Chat Data Report:

1. Navigate to the Chat Date Report: Log in to Drift and go to Reports > Conversations > Chat data,
2. Select the date you want exported: Use the date selector to specify the time frame you want to analyze. You can also apply filters for your columns to get the exact data you need.
3. Receive the File: Once the report is set up, click the Export as CSV button to download the data to your computer.

The exported CSV file will include all the information visible in the filtered report, which can include the Date, Visitor details, Message count, Chat Length, Participants and more. 

Things to note: You may need to combine information from both the exported Drift Segments CSV and the Chat Data CSV before you import into your CRM/MAP. Examples of when this may be necessary include:

• You need to set the Lead Owner in Salesforce based on the conversation Participants
• You would like to only import/update leads who had a conversation in a specified window of time

In order to combine CSVs, we recommend using the email address to merge the documents.

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Importing your Data to your CRM/MAP - Additional Resources

Importing data to your CRM/MAP can differ depending on what system you are using.

Things to note: Before importing the Drift CSV into your CRM/MAP, double check that your CSV column headers perfectly match the field names in your external system. Incorrect field mapping is the most common cause of import failure or data corruption.

For guidance on specific imports, please refer to the help documentation for your CRM/MAP.  We’ve included a few resources below for you to review for more details:

• Import to Salesforce
• Import to Marketo
• Import to Pardot
• Drift - How to Upload a CSV of Accounts and Use them with the ABM Playbook