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 Information: The Service Agent Conversation View is available on FY22 Premium and up Drift plans.

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
• Clearbit or Demandbase enrichment through IP address and/or email. 

 

Conversation View

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. 

Tickets
The tickets section allows you to view open Salesforce Cases or Zendesk tickets that the site visitor has. Here you'll see a preview of the ticket. The information shown here includes ticket status, priority, owner, and subject. Clicking on a ticket will allow you to view all of the comments for that ticket as well adding new comments to the ticket. "Open a new ticket" will allow you to open a new ticket right from within Drift. You can also view any closed tickets that the end user may have by clicking on "Show closed tickets".

Salesforce Details Card
 
If you have the Salesforce integration connected, we'll pull in any available 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 fields you want to show in the card.
 
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!

 
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. 

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

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