Bot Skill: Team Availability

What this skill can do:

When a customer chats in through Drift, you may not always be around to respond. Luckily, you can configure Drift Bot to help by going to App Settings > Drift Bot > Team Availability. 

 

Here's what you can configure:

1. When Drift Bot can help:

  • Routed Conversations: For all new bot conversations that have routed in somebody from your team
  • All Other Conversations: Only conversations started from the Welcome Message playbook or through Drift Profiles. 
The "All Other Conversations" feature does not apply for any un-routed Bot conversations.

2. How long do you want Drift Bot to wait before helping?

  • 30 seconds
  • 1 minute
  • 2 minutes
  • 5 minutes
  • 10 minutes

3. How can your Drift Bot help?

  • Drop Calendar of agent routed
  • Route to a different agent
  • Leave an away message

4. Leave an away message for your site visitor

  • Example: "Just jumping in here -- looks like [agent] isn't available right now. You can schedule some time to chat with them here, or just leave a message and I'll make sure they get it"


How to set it up

1. Go to Settings > Drift Bot to find all your bot settings.

2. Click on Team Availability

 

3. Set up your bot!

Note: If any teammate engages the visitor in chat from Drift's conversation view, the skill will cancel out and the bot will no longer jump in.

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