CHECKLIST:

 

A. Checking Playbook completion for proper data capture and flow: 

• Check that all data-capturing questions have attributes applied
• Check that button responses match picklist values where needed
• Check that your playbooks are published (not just auto-saved), and turned on

 

B. Confirming Integration set up: 

MAP:

• Make sure program/campaign has been selected as needed (whether in playbooks specifically or in Settings > Integrations)
• Make sure all relevant attributes are mapped in Settings > Integrations
• Confirm that any custom workflows needed on the MAP side have been created
• Confirm that leads successfully sync into MAP from Drift
• Ensure successful Marketo List sync (will take a nightly sync update - 24 hours; can be forced by syncing a new list)
• If a program is built / campaign created - ensure lead is properly created / updated into said program or campaign as needed

Salesforce:

• Make sure the activity type and meeting type have been selected and configured inside of Salesforce as needed (for SFDC activities)
• Ensure the retry delay has been set appropriately for their own system timing in the configuration settings. This should be confirmed by confirming that leads successfully sync into CRM from the MAP 
• Confirm account lists are populating properly & account segments are created
• Ensure leads / contacts are properly created / updated
• Set up Managed Package (Drift for Salesforce App) and test that custom objects are being created
  • Ensure permission sets to users are assigned properly.
  • Ensure conversations sync over historically from Drift as well as in real time (Drift Conversation Object)
• Confirm Salesforce sidebar view in convo view is visible (permissions issue if not seen)
• If a program is built / campaign created - ensure lead is properly created / updated into said program or campaign as needed

 

Ticketing / Knowledge Base:

• Confirm search works for knowledge base
• Test case / ticket creation

 

Other Integrations: 

• Salesloft/Outreach -- walk through enrolling customers in a cadence 
  • In the conversation UI, enroll a contact in a Salesloft cadence using the slash command, or within the Activity Feed by clicking the icon on the right side of the activity. Next, confirm with the client that this contact shows the Drift activity under the person’s Salesloft activity timeline as a Note. 
  • For Outreach, click the “Enroll in sequence” button below the contact’s name in their contact details. The "New Conversation" event populates in the prospect's activity feed along with each message in that conversation as lines in the feed.
• Slack -- Confirm if your client uses Slack for their notifications. If so, our integration can notify individuals/chat users when a target account is on the website, or if they’ve been added to a chat and need to respond (helpful when desktop/browser notifications become annoying or are not used). Use this doc to have a Drift admin connect and indicate which notifications they’d like to receive. Note that the Slack integration will not send a notification for every single message that comes through- just the two options listed above. 
• Google Analytics / Web Analytics - verify Drift Events show on necessary dashboards (customer)

C. Testing Bot Flow & Integration Sync: 

1. Have a Drift Admin on your team create a test conversation by using the bot testing feature (note that you will need to use either the Drift Link or CLP methods outlined in the linked help document in order to be able to test all features).  For the most confidence, run through the following steps in each of the below tests:
   • In an incognito window, select an email address (use a brand new never used before email address). Book a meeting, and check that both a meeting and conversation activity look as expected in the MAP/Salesforce, while also confirming the Drift attributes sync properly. Use the event log to confirm Drift logs successful syncs and ask the client to confirm on their side as well by looking at the actual record in their system.
   • Secondly, check an existing contact from the client’s instance (generally, they should have a test contact you can use) using a known email address by having a conversation or booking a meeting. Check for the conversation/meeting activity, and updated record attributes (as appropriate, not all attributes will update). Use the event log to confirm Drift logs successful syncs and ask the client to confirm on their side as well by looking at the actual record in their system.
   • For ABM / target account workflows; set up a demo target account that reads your IP / firm's IP and test to see if that targeted experience is properly shown to you and not someone at Drift (or vice-versa).

Pro Tip: When running these tests, to avoid adding test data to your system, use a single email with multiple aliases.  This will make it easier to find and delete after testing. Example: cbunting@drift.com, cbunting+1@drift.com, cbunting+2@drift.com, etc.

2. Verify that all required values are collected in the conversation.  While going through the conversation, confirm that the below are all correct: 
   • The flow of the playbooks makes sense 
   • Questions & button responses are showing up as expected 
   • There are no typos 
   • When a conversation is routed - the visitor is directed to the proper rep for live chat or meeting booked. *When using preview bot flow there are a few skills that will not fire which is to be expected.

 

3. Find the test conversation in the Drift Conversation Inbox, confirm the lead value requirements (company name, etc.) and close the conversation [to initiate data sync] or allow auto-close if the playbook is configured that way. 

 

4. Find the lead in the MAP and verify that the record has been created/updated as desired.  If you have reason to believe it hasn’t updated properly, go to Settings > Integrations > MAP name > Event Logs to check for any errors. 
   • Troubleshooting links: 
     1. Troubleshooting Common HubSpot Errors
     2. Troubleshooting Common Marketo Errors
     3. Troubleshooting Common Salesforce Integration Errors

 

5. After the appropriate amount of time based on configured retry: Find the lead in Salesforce and verify that the record has been created/updated as desired. If you have reason to believe it hasn’t updated properly, go to Settings > Integrations > Salesforce > Event Logs to check for any errors. 

 

6. Repeat using an existing contact email to test the updating/addition of conversation activity (see STEP 1)