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Using Replies and setting up bot campaigns

We’ve written a lot how about how to set up a traditional campaign with Drift

Replies work the same way, but they are more than just a single message. Replies allow you to create automated conversations that the Driftbot can have with your customer.


A Reply consists of 5 parts:

Greeting - An opening message that helps make your bot feel more human.

Question - Anything that would elicit a response for your user

Customer Response - We will take all of these responses and put them in a report for you 

Follow up - How the bot replies to the Customer’s Response. The bot will send it’s follow up, and then immediately send the next question.

Sign Off - A closing message the bot send letting the customer know that the conversation has ended.





Step 1 - Create your Reply 

You can create a new reply in the Replies view where you’ll also be able to see all the replies you’ve created, what campaigns they are tied to, and when they were last edited. 




Step 2 - Write your Questions & Follow Ups

Write out all the questions that you wish to ask. For every question you ask your users, you are bound to get a variety of answers. 

To make your bot as “smart” as possible, we recommend adding multiple follow ups to your questions. The bot will read your customers response and match it to the closest follow up that you provided. It’s always good to flag one follow up as the “default” or preferred follow up if there is no match. 




Step 3 - Add Examples to Follow Ups increase accuracy 

You can help ensure that the bot responds accurately by adding example customer responses to each follow up you create. 

For example, in the example below I have a response that says “No way! I love purple too!” …. the bot will send this is response only if the users answers something that includes “purple”. However, if the user replies “violet” … the bot won’t know to match even though it’s technically the same thing. 

I can help the bot send the right response by adding example customer responses that should prompt that follow up. 





Step 4 - Save & Connect to a Campaign 

After you create your Reply you will need to create a campaign to send it to your users. You can see more details about that process here, but the short version of it is:

  • Create a new Bot Reply campaign
  • Select the Reply you’d like to send and the inbox you’d like Customer Responses to go into
  • Target your campaign to the right audience 
  • Review & Send




Step 5 - Review Report 

The last step is to watch your customer responses roll in. In this report you’ll be able to:

  • tag answers
  • download report as a CSV
  • link to a user’s full profile
  • link to the full transcript of the chat 





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