Billing Plan: 

The Drift for Salesforce App is available for Premium, Advanced and Enterprise customers only.  Additionally, some features explained in this article require Salesforce lightning where noted.

For more information on the Drift for Salesforce App, check out How to Install and Use the Drift for Salesforce App.

FAQ

How does this affect my current Salesforce Integration or my app.drift.com experience?
All of the App functionality is in addition to your existing setup. Nothing will change in app.drift.com. We are only providing you more data and pre-created reports and dashboards within Salesforce.

 

How far back can I see Drift Conversations using the Drift for Salesforce App?

We’ll sync over all of your Drift conversation data starting from January 1st, 2019 (or as far back as you retain Drift Activity tasks in Salesforce, whichever is earlier).

 

Why don’t I see ANY of my Drift Conversations in the Drift for Salesforce App?

If you don't see any Drift Conversation records in your Salesforce instance, please ensure that all the steps above were followed and also ensure that all drift conversation tasks are named "conversation in Drift". If the name of the task has been changed the opportunity will not surface.

Troubleshoot step 1: If you can see Drift Conversations through the following navigation, but not on Accounts, Leads, or Contacts under Related, please follow the Related List steps in this doc.


 

Troubleshoot step 2: If you have multiple Salesforce users tied to the same email address, you may need to add the Admin permission set to the correct user. You can confirm the User in Salesforce by clicking on a Drift Activity Task. The user who created the task is the Drift integration user.

If you still don't see Drift Conversation records populating, and you've retried walking through the instructions in this help article, please reach out to your CSM or directly on our website for assistance.

 

Why don’t I see ALL of my Drift Conversations in the Drift for Salesforce App?
Drift will only create Drift Conversation records for conversations which were synced over to Salesforce as Activities. To adjust these settings, navigate to https://app.drift.com/settings/setup/salesforce. To see data for all of your conversations, navigate to https://app.drift.com/reports/conversations.

Should I stop syncing Drift conversations activity as tasks to Salesforce?

No. Not only is this how we determine which Drift Conversation records to create, but these tasks serve to use Salesforce’s standard Campaign Influence reporting, and can be used by 3rd party systems for Attribution modeling.

How quickly will Drift Conversation records populate after the initial historical data sync?

Drift Conversation records are created roughly 3 minutes after the "Conversation in Drift" activity task is synced over to Salesforce.

 

What if I don't use standard fields like the Opportunity.Amount field?

You can still use the Drift Conversation object, but you'll have to recreate the canned reports and dashboards. First, you'll clone the included report types, then you'll add any of your custom fields to the cloned report type. Finally, you'll recreate the reports using that new report type. Please reach out to your Drift point of contact if you need assistance in recreating these reports with your custom fields.

 

Why don't I see any data in the Pipeline and Revenue Reports?

Sometimes your Salesforce setup can prevent certain roles from seeing opportunities. If you're experiencing this navigate to Filters in the report in question. Select on the Show Me filter and click Clear Selection.

If you still can't see the data, or are not seeing Drift Conversation records, ensure that you completed the data sync instructions starting in the section Installing the Drift for Salesforce App.

If that doesn't solve it, please reach out to your Drift point of contact.

 

Why do I see data in the in-app Drift report but not the Salesforce App reports?

For an opportunity to be counted on Salesforce, it has to meet the following criteria: it is closed-won in Salesforce, the conversation activity was synced to Salesforce, and the opportunity must be opened and closed during the selected time period you are filtering for.

Still not seeing the opportunity in the Salesforce app? when a lead is converted to a contact in app and the convo is not resynced (specifically the task is not resynced) then the conversation object in the Salesforce app will not have a lead attached and not a contact so the account based reporting wont work. A backfill or resync is needed for the conversation object in the Salesforce app to have the new contact associated with it so that the account can be used when associating the opportunities to contacts.

Does Drift sync data to the Drift for Salesforce App when testing playbooks?

When testing a playbook on a test link, Drift will not sync the Drift Conversation Custom Object record event to Salesforce so you will not be able to report on test conversations. You can get around this by cloning your bot playbook as a conversational landing page! This will allow you to test with the playbook turned on so all sync events fire but will prevent any site visitors from accessing the playbook.

How can I update the app?

You can update the app by using the same link you used to install the app. Or click here.

What happens if I uninstall the app?

Uninstalling the app will cause all settings and custom objects to be deleted which will break any reports that are based on those records.

Seeing multiple lines for the same opportunity in the conversations report?
Duplicate accounts appear based on the number of conversations they had in Drift but there is logic within the SFDC reporting to not count those duplicate amounts multiple times. If you refine the report to where there's less data you can see the amount field is calculating correctly!

What edition of Salesforce does it support?
The Drift for Salesforce App works with the Professional, Enterprise, Unlimited, and Developer editions of Salesforce.

What components does it install?
The app will install 3 Custom Objects, 9 Reports, 6 Dashboards, 4 Apex Triggers, 1 Custom metadata object, 1 Custom setting, and 1 remote site.

Does the app make any API calls to any third party system?
There is a call to api.drift.com. It is only done post install and when clicking the backfill button. The only data sent is metadata on the org and no objects.

Are there any apex triggers or flows included? If so, what objects and how many?
There are four triggers that are used to keep the custom objects up to date. There are triggers on Opportunity, Lead, and Contact objects.

Does the app contain custom tabs? If so, how many?
There is one custom tab called Drift Conversations included in the app.