Persona	Experience Level
Marketing	Intermediate

Prerequisite:

Before reading on, it’s important to understand what AI is in Drift and how to use it in your playbooks.  We suggest reviewing the following pages before moving on:

What is Conversational AI
How to review conversations with AI
How to turn on and use AI in your playbooks

In this article we'll go over:

• How to use Conditional Responses in Custom AI topics
• Tips for Marketing Responses

How to use Conditional Responses in Custom AI topics

You can use conditional responses for custom topics that require different responses based on keywords in the site visitor’s message. Conditional responses allow you to define a default response, keywords to listen for, and a specific response if the site visitor mentions those keywords.   

• For example, a ‘discount’ AI topic can require a different response for a healthcare discount vs. a student discount.  

When creating a custom topic, simply populate the default response and customized response for desired keywords as shown below.

Tips for Marketing Responses

When creating conditional responses you want to ensure you cater to your audience and utilize your companies branding.  Remember to use terms that correlate to your product and match your companies style of communication.  Once you have this intel, you can start building your topics and responses to correlate.  

• Tips for writing good topic responses in your marketing campaigns:

  • Do write responses that are 1-2 sentences max.

  • Do write in a friendly tone that encourages visitors to engage.

  • Do include hyperlinks to important pieces of content, but we recommend only one per response.

  • Do include emojis if it matches your brand voice, but we recommend only one per response.

  • Don’t add one-word affirmations or negations at the beginning like “Great,” “Okay,” “No,” or “No we don’t.”

  • Don’t ask a question at the end.

  When you turn AI on in a playbook, the bot will respond to an AI topic (i.e. give the topic response) anytime it’s brought up in conversation. You’ll learn how and where to add AI topics to your playbooks in a future lesson.  Also remember that many users often times enjoy trying to "trick" an AI.  You can easily use this to your advantage when generating responses to make a memorable experience for the user.  If you notice many of the same question popping up that are unrelated to your goals, try working your responses to steer your conversations back towards your products.  See the screen shot below for one fun response we use here at Drift from time to time!
  
  
   

For further info on Conversational AI you can return to our Understanding Drift AI in Playbooks landing page.