Fastlane Playbooks are set up with a default Bot flow template. But, this template is completely customizable based on the lead experience you want to create and your business needs.

The template starts off with a Conditional Branch that evaluates if Drift is Online or Offline:

• If Drift is Online, the Fastlane Playbook will offer chat, book a meeting, or No, thanks button options
• If Drift is Offline, the Fastlane Playbook will offer book a meeting, or No, thanks button options

Step 1: Review the Question copy and make updates based on your company's brand

 

Step 2: Review and update button options and copy

• If you do not want leads to chat or book meetings with your Sales team, feel free to remove that branch

Step 3: Review and set CQL scores for each button option

 

Step 4: Review and update message copy for each branch

 

Step 5: Confirm that the proper Routing rules are being used for Chat / Book a meeting branches

Note: Site visitor interaction (such as a button click) is required to trigger routing if you are using the Demographic or Website routing conditions.
 

Step 6: Set up any additional settings for your Playbook in the Settings tab. Here you can configure Conversation ratings, Target inbox, Salesforce and Marketo campaigns and Service Playbook Tracking if your Playbook is a service Playbook.


Step 7: Once everything looks good, Publish the Playbook

NOTE: For the Fastlane Playbook to show to leads after form submission, make sure that the JavaScript is deployed. Here is a help doc walking you through that process.