Answer Drift Chat Messages within Contact Cloud

by 
Michael Barnett
December 9, 2020
Call Tracking

Is your business using Drift to manage your online chat experience? Then it’s time to take advantage of Contact Cloud's newest integration! By integrating your Drift account with Contact Cloud you’re able to maintain the UI and chat experience of Drift on your website or landing page, yet allow your team to manage chats alongside  their other conversations within the Contact Cloud Activity log.

What does the Drift integration do?

Our integration with Drift helps you power all of your customer conversations inside Contact Cloud. You can use Drift to engage with customers on your site in real-time using sophisticated playbooks and AI-powered bots, yet still manage those conversations with Contact Cloud, no more switching between Contact Cloud and Drift. Now you can handle Contact Cloud and drift communications from within Contact Cloud. If you’re receiving chats alongside calls, text messages, and even form fills with Contact Cloud, you can bring that all together in one platform.

Drift bots and chats

Deliver exceptional, personalized customer chat experiences with Drift and Contact Cloud.

What are the benefits of the integration with Contact Cloud?

The key benefits of this integration are providing a seamless service experience while gaining efficiency for your internal sales and support teams. You’ll be able to:

  • Maintain the Drift UI and chat experience on your site, yet leverage Contact Cloud's Activity Log to manage all of your customer conversations in one place
  • Empower agents to personalize the interaction with insights from Contact Cloud's  around visitor path and history with your company

How can I get started?

You will connect your Drift account to Contact Cloud in order to route Drift chats into a Contact Cloud chat flow. A Question/Response scenario will need to be set up within Drift in order to properly route the chats to Contact Cloud. From there, your chats will automatically populate within the Contact Cloud Activity Log for your agents to manage alongside other customer interactions. To learn more about setting up the integration, visit our Knowledge Base.