Drift Updates & Changes

See what our engineering teams are up to! Here at Drift we ship daily, meaning we have a lot of features and improvements to share. 



June 2018

New Avatars

Know who you're chatting with at a glance.

We've added Avatars to the conversation sidebar to give you more context. Site visitors are assigned a special color to help you distinguish between them.


Videos in Drift Help!

The Drift Help article editor now allows for users to insert youtube videos.

New Phone Capture Option

Phone number capture questions can now be set to "no default country code," and will store any number. Often requested by users in the EU, this allows for many different formats in a single phone capture.


Disconnect Gmail Button

Ever want to disconnect your Gmail account from Drift but don't know how? Previously hidden inside the calendar settings, we've now added the ability to disconnect a Gmail account from your email settings!


Playbook Account Based Routing

Account Owner is now a true routing rule in bot playbooks! Make sure the right leads are getting to the right account owner - ultimately create a custom experience for targeted accounts with bot playbooks.


Clearbit Revenue Routing

Organizations can now use Clearbit revenue as a lead routing option! Get those big money deals in front of the right reps ๐Ÿ’ฐ


Playbook Editor Update

We listened to customer feedback and made some huge quality of life improvements. All of these changes make it easier for the customer to see what is going on. On one screen. With no extra clicking.

1. Responses get displayed inline. No more responses hiding behind little dots.

2. Each and every response gets displayed. No more cutting off after only 4 and no more grouping.

3. Full questions appear without getting cutoff. The question box is dynamically resized to fit the length of the question.

4. Lines cross over each other less often and are easier to follow.

5. Hovering over responses darkens its specific line showing where it leads.

Legitimate Interest Compliance

In the wake of GDPR's rollout, part of complying with the legitimate interest policy is allowing organization to always show their privacy policy link in their chat widgets and bots. Now, within the Consent Form settings you'll see a toggle that allows this!


Search for Articles in Drift Help

You can now search for articles from the category manager in Drift Help!

Sync Unsubscribed Contacts

With organizations migrating their contacts to Drift, it is crucial to be able to keep a safe record of who has unsubscribed to their emails. Now, businesses can rest assured that their unsubscribed contacts will be synced with Drift using the Segment integration.


Conversation View Revamp!

Our team recently went into overdrive and shipped a bunch of new updates to the conversation view. Here are some of the new updates with corresponding screenshots:

  • Last Message Author
  • Who Is Typing
  • Participants
  • Internal Notes
  • Time since last message
  • Bolded "unread" state

Bot Loop

The Bot loop is here! When site visitors engage with our support bot, the bot will continue owning the conversation until the user requests a human. This will drastically increase the number of conversations the bot can close, decreasing the number of conversations that will need an actual human performing support!


Meetings Booked Event for Salesforce

Meetings booked in Drift now shows up as an event in Salesforce! The toggle is automatically on for new users and will need to be turned on for existing organizations. Find it under App Settings > Apps > Salesforce > Sync Settings


Bulk Delete Accounts

From the accounts page, users now have the ability to kick off a job to remove all the accounts in one go. No more tabbing through hundreds of pages of mistakenly downloaded accounts to remove them.

Salesforce Conversation Reporting

Introducing conversation metrics in Salesforce! Now customers can measure how they're doing with Drift chat right in Salesforce and compare with SF's native live chat feature.



Help Center Code Blocks

A massive request for our new HelpCenter was the ability to insert code blocks into new documents.

<We heard you and now this is possible thanks to our wonderful engineering team>

Custom Calendar Drop in Emails

That's right, this is now live to all Drift customers on extension version v4.5.7. We've got UI updates, default selections, and a fancy new calendar header. (you can tell by the screenshot that Alex was excited to share this improvement)

Import Log Update

Ever wish you could see all of the previous contact imports on an accounts? And see the errors that happened on each import? With our new contact Imports Page, you can!


Who is in this Conversation?

You might have noticed something new in the conversation list.. We now show you who is typing! It is now crystal clear when a Teammate is handling a conversation.

The team says they aren't stopping here!



Email Error Message

We improved our error messaging infrastructure on email campaigns to bubble up specific messages to the end user. Now organizations can see common reasons why sends fail!


Secure HelpCenter

All traffic to Drift's Help Center (non-custom URLs) is now forced to go through a secure connection

Super secure and trustworthy ๐Ÿ˜


Who Receives Data Deletion Request Emails

Admins of organizations can now select who gets the notification emails when a customer's data has been requested to be deleted. This is found under Settings > App Settings > Data Privacy



Meeting Cancelled Email

Now, when the scheduler cancels a meeting, you'll get an email informing you that it's been cancelled. No more silent cancellations

Unblock Site Visitors

Ever accidentally block someone in chat that shouldn't be? Oops! Well it happens to everyone so we decided to add a way to unblock these individuals. Happy Drifting!


Invite Teammates with Style ๐Ÿ˜Ž

Our invite email got an upgrade!



Drift Teams are Here!

Teams is a huge feature our engineers have been working on and it is finally live! Company and Enterprise plans can now create different internal teams which can be tied to availability settings, the widget targeting, and playbook targeting.

Here are some helpful help articles so you can get the most out of teams:

Setting up Team Hours

Playbook Targeting by Team

Widget Targeting by Team


A Taste of Clearbit Reveal

A huge add-on Company & Enterprise plans often enjoy is our Clearbit Reveal, which offers mind-blowing data enrichment from the IP address of site visitors. Now, any user can get a taste of this powerful tool! When information on a specific site visitor is available, users can click "Show Me" at the top of the conversation view to test this out for a limited time.


Open Conversation Upon Clicking ABM Notification

Our engineerings heard some pain points from various sales teams on their use of ABM. Now, creating a conversation from your ABM notifications will immediately move you to that conversation you created. No more being confused on if you actually sent the message or not!

Calendar Drop Customization

The calendar drop is a wonderful tool for sending emails with your availability.

But sometimes you want to make sure your customers are getting an even more personalized email. You now have the option to select which days to send them!

AND you're also now able to select the timezone to display the slots in. No more confusion over meetings over separate time zones.

This is in extension version 4.5.0 which is out now!

New Team Availability Skill

The Team Availability Bot skill helps by re-routing conversations and dropping calendars when a rep doesn't answer. Now, users can create transparency with your site visitors by sending an away message.


May 2018

Limit Chats for Your Reps

Company/enterprise plans can now limit the number of chats a rep can have at one time! This is in Advanced settings under Conversations.

New Team Availability Timing Options

Sometimes 2 minutes is too long to wait for your bot to jump in and send an away message. So, we added a few new options into your bot settings. New Flavors: 30 seconds and 1 minute. Enjoy!

Reroute Unassigned Conversations

Are you tired of new chats sitting in "no participants" forever when nobody is online? Wouldn't it be snazzy if those chats got rerouted when someone went back online? Company and Enterprise plans are now able to do this!

Real Time Send Progress

Marketing email senders, rejoice! Forget about sending an email and constantly refreshing the report to see that the emails went through, you can now watch it send right in front of your eyes! Email send progress is now shown in the marketing email reports and it updates in real time.

Domain Based Auto Unenroll

Our team added a new feature for sales and marketing email sequences that allows users to unenroll contacts when someone from their domain responds. So if you enrolled 5 people from an @drift.com email address and 1 replies, the rest of the individuals with that domain will be unenrolled from your sequence!

Triggers for Your App

We now allow developers to trigger actions within their apps based on playbook goals.

Insert a Vidyard in Emails

We've now added the ability to record and insert Vidyards in sequences right in the extension!

Retrieve and Delete Customer Data

We've added a Retrieve and Delete data functionality for everyone. You're now able to get an email with all the info Drift has for an email, and potentially delete all the data. This can be used by Admins of the account and found under the Data Privacy tab in settings.

Turn Off New Conversations Button

Users can now toggle off the new conversation list in the widget. This prevents site visitors from bypassing playbooks by opening up and starting a new conversation. You can find it in-app here!

New Salesforce Option

Organizations can now associate created and updated leads and contacts with a Salesforce campaign.

Go to Settings > Apps > Salesforce > Sync Settings and click "Show Advanced Settings"

Improved Widget Targeting

Users now have the ability to create OR conditions for widget targeting!

Load Playbooks Without Metrics

Introducing a new button! is now available on table load failure - this button will retry the request that just failed without fetching the metrics data.


New Salesforce Activity Type

Now users can select a Salesforce Activity Type for a conversation.

Headquarter Display When and Lead Routing

Two in one!! ๐Ÿ˜ฎ Now, users can setup Lead Routing Rules AND the widget display settings by company headquarter's location.



Undo Playbook Changes

Organizations can now undo/redo any edits in the bot builder. You can also use the buttons at the top or press cmd + z (undo) and cmd + shift +z (redo)


Company Headquarters Targeting

Users can now target playbooks to company headquarters' country, state, and postal code through Clearbit.


Bot Builder Drag & Drop

If you didn't notice, Drift launched Leabot 2.0 on May 1st! Our product team heard users wanted a drag and drop feature to reorder questions - so they turned around and built it, same day. Check it out





April 2018


NEW Playbook Marketplace


Our product teams have been hard at work gathering customer feedback to help improve the section where you choose the type of playbook you want to build. Behold our new playbook marketplace featuring a more intuitive selection process and playbook previews!



Event Logs for Hubspot and Marketo


Integration Problems? Worry no more! We now have comprehensive event logs for both Hubspot and Marketo.



New Mappable Attributes for Clearbit


Check out the new Clearbit attributes users can now map to Salesforce! Also, Company is now available as a custom field in case the user is attempting to capture this value his or herself - the Clearbit equivalent is employmentName. 



Include Smart Filters


Users can now target chat playbooks to a smart filter instead of only allowing them to exclude.





Big ABM Update!


Organizations that have ABM can now: 


Create static dynamic segments based on account owners


Target playbooks based on those account segments (include AND exclude) 


Roll out the red carpet with chat playbook flow they want





Edit Email Sender Individually


Users can now edit the sender of each marketing email individually. This means emails in a single playbook can be sent by different people, for example, a sales account owner and a customer success manager.





Vidyard in Email Sequences 


When editing emails from the Drift application, users can now insert videos from Vidyard. Doing this inserts a share link and a thumbnail for the video. 





Email Tracking Flexibility 


We now don't include the BCC email when the recipient is on your unfollow lists, whether it is their domain or specific email address. This will allow organizations to avoid tracking internal emails between employees. 


This is available in version 4.0.14 of the Drift Chrome Extension





Playbook Report CSV Download


The CSV download button in playbook reports now send an email to the user with a direct download link, instead of downloading from clicking the button directly. This will improve the experience of downloading a playbook report!





Test Email Chains


Users can now send themselves entire test email chains instead of one email at a time. 





Total Conversation Data


After feedback that organizations were adding up their total number of conversations, we had to fix it. Drift's conversation reports now show the Total Conversations within the selected time!





Download Meetings Report


Not only are the meetings reports back, but organizations can now download a CSV of the booked meetings table. 





Sequence Enrollment Improvement 


The sequence enroll modal now displays the contact's email at the top, allowing users to see who is being enrolled in the sequence while it's happening. 


Check out a video of this here!




Reply Tracking


Email playbook dashboards now display the reply rate for each playbook. Find the data by selecting the individual playbook in the playbooks section. 





User Log


Organizations now have a User Log so administrators can see when changes on the user happened! Some examples include when people go on/offline, when a user was invited, and when they completed the on boarding. 





Meeting Reports


Meeting reports are back! They are accessible for all right here and also included on the Administrator's dashboard. 









March 2018


Disable Free-Text Inputs


For the purpose of making sure the value of a repsโ€™ time in chat is maximized, weโ€™ve introduced a feature that limits a site visitors ability to chat freely. Instead, you'll have the option to only allow visitors select your pre-constructed responses. 


Check it out from a visitor's point of view here


See how to set it up from the user's point of view here!




Password and Security Update


Security Compliance is a must here at Drift. Starting today users will enter their current password before being able to change it. We also added notices that pop up if your password doesn't fulfill the required characters and length. 


See it in action here!




Enroll Users in Sequences from Gmail


Now, when writing an email from your Gmail account, you can enroll the recipient in an email sequence. Simply click on the "enroll in sequence" button and the sequencing window seen in Salesforce and Drift will come up so you can select which one to use! 


You can see what that looks like here!




New Zero Inbox Background


After receiving some feedback, we changed the background of the conversation tab. Now, when there are no open conversations, instead of seeing the "High Five Guy" you will see a squeaky clean mail icon! 


Tell us your thoughts on the old vs. new background!




Extension Update Notification


Now when the extension updates you'll get a notification letting you know that you need to refresh in order to get all the new features!


See what it looks like here!




Email Editor Spellcheck


The email editor now has a spellcheck! This spellchecker uses the one that the browser has built-in, so it will be properly localized in other languages. 




Multiple Lead Routing Conditions


Administrators can now set a combination of lead routing rules with multiple matching conditions in order to further customize the routing experience. 


Check out a recorded example here




Clarity on URL Targeting


When users are customizing targeting conditions for their playbooks, they can now see how Drift defines URL Host, a live example of their input, and a verification tool for double checking the URL. 


See what it looks like here!




Outbound Sequence Preview 


A new preview feature allows users to see what their outbound email looks like before sending it to customers. 


See it in action here!




User On Boarding Reminder 


Remind users who haven't gotten started on their profiles by re-sending invitations under the Team Settings section. If a member of the team has not initiated the on boarding process, Admins can now let them know! 




Bulk Permission Modification


Administrators can no longer edit the permissions for multiple users that have different sets of permissions. In order to alter permissions in bulk, each user being changed must have the same permissions as the others. 


Check out what this looks like here!




Additions to the Learn More Option for Playbooks


Selecting the Learn More button on certain playbooks will now show a list of features the playbook has as well as a video that explains the playbook in more detail. 




Meetings in Gmail Now Available in Sequences


Now users can place their calendars with available times on outbound sequences. Make sure your calendar is integrated, your profile is completed, and then simply insert a "Upcoming Availability" token in your message within the Sequence playbook. 


Check out what it looks like here!




Character Count for Playbook Questions


As a user creates the first question within a playbook, the number of characters will display below it. A pro-tip also advises users not to go over 100 characters. 




Playbook Table Update


The playbook table now displays the type of each playbook, allowing users to see what kind of playbook it is without having to select it. 




Playbook/Sales Sequencing Report Shows Most Recent Sender


When looking at a playbook's overview or a sales sequence overview, select the People tab to see the who sent the most recent email to the end-user. This is super helpful when used in tandem with our dynamic email sender feature! 




Playbook Autosaving is Back


If a user edits a one-time email playbook (Send a One-Time Email, Email Newsletter, New Blog Content Promotion, etc.) or other playbooks that are disabled, changes will save automatically. 




Revenue Targeting


For those who have the Clearbit integration, you can now use revenue as a targeting condition for playbooks. Bots will be able to engage visitors based off of the revenue information found through Clearbit. 




Push Original Conversations to Salesforce, HubSpot, and Marketo


When mapping attributes to sync into Salesforce, HubSpot, or Marketo, users can now include the pages the original and the most recent conversation started on. 


Look at a screenshot of this here!




Unenrollment Reasons 


In the Marketing Email reporting section, click the People Tab to see why contacts may have stopped receiving emails in your marketing campaign. Some examples include, Unenrolled (Manually), Unenrolled (Exited Segment), Unenrolled (Sales Engaged Contact), as well as unsubscribes and bounces. 


See what it looks like here!




Freemium Dashboards


Freemium users now have a dashboard that shows the Drift Overview graph if they have conversations. It also comes with help banners and a beautiful checklist to help get started. 


Take a look at an overview of the feature here!




Create New Contact in CRM


In Drift's CRM, users can now manually enter contacts! From the contact page, simply click the the drop down menu on the top right of the screen and select "Create New Contact." The fields will make sure to verify email and contact info as the contact is saved.


See how it works here




Localized Scheduling 


The scheduling bot flow and associated widgets are now localized. This allows international customers to book meetings without having their visitors switch to english mid conversation. 


You can check out how it looks here!




New Settings Format


Team Settings and My Settings are now displayed separately as drop down menus, instead of being grouped together in one list. Users can also find the Help Docs on this page. 


See what is looks like here!




Chat Condition for Email Campaigns


Users can now set up chat playbooks that will display when recipients of email campaigns follow links back to the site. When creating a chat playbook, under Targeting, select Display and use the drop down menu to find the name of the email campaign you wish to target. 


Check out how it works here!




Send Test Email Drafts


While writing a new sales or marketing email, users can make changes and send a test email to themselves before saving the changes. 


See an example here!






Don't forget to follow us on Twitter @DriftCares to hear status updates and fixes!  


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