Building Bot Playbooks

Overview

Bot allows you to smoothly capture the information of site visitors and then direct these leads to the correct team members. Below are the components that make up a Bot playbook:

  • The Bot Flow
  • Questions
  • Responses
  • Message Delays
  • Goals
  • Targeting

Here's an example of a simple playbook. Users are prompted by questions, and depending on how they answer, the user will either be asked another question or reach a goal.

The Greeting

The greeting is the first message that will send to the user. Here's a few things you can do to customize the text. You can also apply the same text styling to any question.

  • Bold text
  • Italicize text
  • Underline text
  • Add ordered list
  • Add hyperlinked text
  • Add Emojis
  • Use contact attributes for personalization
  • Add link to profiles

Adding Questions

The bot should be your tool to qualify leads before human interactions. Keep it short and simple. This is what it'll look like to your site visitor:

 

  1. To add a question, click "Add new" on the top right corner of the screen.

You'll then see this sidebar on the right side. Question, Email Capture, and Phone Number Capture are all questions.

You can ask for emails and phone numbers in regular Questions as well, but we just won't do any validation.

  1. Click on the empty text box to type in a qualifying question

 

    2. Add button responses or keyword responses to help guide the conversation

Adding Responses 

 

 



Responses help guide the conversation. We recommend using button responses instead of keywords as it leads to higher engagement rates. Here's how:
  1. Add a button response. These are buttons that your site customer can click.
  2. Add a Bot Response. This is a message your bot will send before the next step.
  3. Select how you want the playbook to proceed:
  • To another question to keep qualifying your site visitor
  • Reach a goal if the conversation should end and you would like to trigger an action
  • Loop to loop the question if your site visitor gives an invalid response
  • End conversation to end the conversation and trigger no actions.

 

 

Keyword Responses

In addition to button responses, visitors can type their own responses and we'll be able to do keyword matching. Users can customize how the bot handles certain words, whether the visitor's response contains a word, is equal to a word, or is similar to a word.

 

  • Contains: if any part of the keyword is contained in whatever response the the site visitor types in (e.g. the keyword is "art" but the visitor types in "start")
  • Equals: the site visitor response has to exactly match the keyword (e.g. the visitor types in "start" and the keyword is "start")
  • Similar to: the keyword uses natural language processing to match the site visitor's intent (e.g. the keyword is "start" and the site visitor types in "let's get started")
When using multiple keywords, visitors will only be able to trigger one. The priority of keywords will be based on their order within the question. For example, if your question asks "Puppies, kittens, penguins, or pandas?" with keyword responses in that order - a visitor typing "pandas and puppies" will only trigger the puppies keyword.
You will also be prompted to select a default response for anything the site visitor types in that doesn't match one of the keyword groups you've inputted.

This can be done by hovering over the text on the bottom of the question node. This will allow you to select what question you want the bot to proceed to, as well as a bot response (if any).

Adding Message Delays

Want your bot to feel more conversational? You may want to add message delays. That feature looks like this:

Your bot messages will send with a more natural conversational feeling. 

To set this up simply navigate to your Bot settings page (App Settings > Bot), select "edit" and toggle on "Natural Drift bot conversation." This will apply to all active bot playbooks. 

Adding an Email Capture Question

We have an intelligent question for capturing a site visitor's email address. When you create a new Email Capture, this is what it'll look like:

 


For your successful email captures, you'll be able to direct the conversation to another question, a goal, or the end of the bot flow. You can also customize the bot's response to capturing a visitor's email.
Within 'unsuccessful capture,' you have a lot of control!
 
You can account for both invalid emails (for example, a user types 'abc' in the field) and unwanted emails (emails ending with gmail.com, for example). You can filter out personal emails, spam domains, individual words that you don't want to see (profanity, 'test', and the like) and even control how many times the bot asks the question before proceeding.
 
 
And of course, you can customize the bot's response and also map this response to anywhere else within your bot flow.

Using the Email/Capture node will allow us to validate responses, so it's a better choice than just writing them in as a regular Question (which will accept any response)!

Using Help: Article Lookup and Ticket Creation

Customers have a lot of questions and sometimes need to report an issue they're experiencing. Drift bot now has the ability to serve them documentation from your knowledge base and even create a support ticket on their behalf, all without a person jumping in! 

For example, you could build a playbook that asks customers "What do you need help with?" and have a button for "Support." So simple, yet so powerful!

When you're in the visual builder, if you click "Add new" and then "Help: Article Lookup and Ticket Creation," you will be taken to the ability node From there, you will have the ability to customize the text the bot uses to help your customers!

For an exhaustive doc on how to automate your support, click here

Using Help: Article Lookup and Ticket Creation

Customers have a lot of questions and sometimes need to report an issue they're experiencing. Drift bot now has the ability to serve them documentation from your knowledge base and even create a support ticket on their behalf, all without a person jumping in! 

For example, you could build a playbook that asks customers "What do you need help with?" and have a button for "Support." So simple, yet so powerful!

When you're in the visual builder, if you click "Add new" and then "Help: Article Lookup and Ticket Creation," you will be taken to the ability node From there, you will have the ability to customize the text the bot uses to help your customers!

For an exhaustive doc on how to automate your support, click here

Advanced Settings

To access the advanced settings of each question, click on the gear icon on the top right corner. You'll be given the option to make the question "button only", which prevents the user from typing in a response for that particular question; or you could map the answer of that question to a any Drift or custom attribute you have set up in Drift.

Adding Goals

Goals represent the end of conversations. You've asked all the necessary questions and are ready to proceed.

1. Add a new goal or use an existing one. You can do that from the Response or by clicking "Add new" in the editor.

2. Create a goal name. This will be helpful when choosing goals. If you don't include a name, the default names are "Goal 1", "Goal 2", etc.

3. Set a Lead Stage. This is a contact attribute that will be now attached. This value is very useful for third-party integrations and playbook analysis

4. Set actions. All your hard work in building this playbook comes to fruition here. Here are a few things you can do:

When selecting auto-close conversation in your goals, you'll have the ability to choose between allowing the conversation to be reopened when the site visitor types back in, or keep the conversation closed and sending a message to direct them elsewhere.

And there you go! That's the basics of building your bot. Next up: Targeting.

Targeting

You have a few options when choosing how to target your playbooks. We will go over all of the following settings:

#DriftLink

Adding a #DriftLink to any pages on your site with Drift installed will automatically trigger the Bot to fire. You can then target customers for Bots through sharing the specific links to specific people--meaning all the places you can place links can now serve as an avenue to your Bots. 

  • Attach a link to a button to bring a customer to your page and kiss forms goodbye!
  • Share a link to your social media to drive a whole new pool of traffic to your bots!
  • If you can link it– you can do it. Read ahead to learn how Drift can help you change boring links into leads.

Once you click into the #DriftLink, make sure you name it what you'd like in the yellow text field following the '#'.


Try to keep the names short and sweet so they're easier to remember! If you change your #DriftLink at any time, your previous links for the Bot will no longer work.

Your #DriftLink can be added to the end of any of your pages' URLs, and the selected Bot will pop up on that page. You just need to make sure that you toggle the "Target via #DriftLink Only" button first, or else your playbook will still follow the targeting conditions set up underneath the #DriftLink section.

Audience and Display Conditions

Under "Audience," you can set who sees your Playbook, where it would display, and how often!

 

There will be the option of choosing what types of site visitors you want the playbook sent to, as well as which groups you want to specifically exclude. All of your segments (accounts, dynamic, and static) will also appear as options for you to send/don't send the playbook to. 

We define "engaged" contacts as someone who have scheduled a meeting in the past 21 days or have one scheduled for sometime in the next 21 days. People who have had a "recent" conversation chatted in through the widget on your site in the last 7 days.

If you select to exclude people based on these two smart filters, if a contact becomes engaged they will not receive further messaging from that playbook; they will be unenrolled. 

You can find a full list of all the display conditions and how to set up display conditions, check out this doc.

Advanced

When you click on the 'Advanced' section of Targeting in your playbook, you will have the option to choose how often your Playbook will display.

Until they interact, then hide it

  • This means that if the user interacts with your playbook (e.g. they dismiss or click on the greeting) then it will disappear

Until they interact, once per session (30 minutes)

  • This means that the playbook will deliver every time there is 30 minutes of inactivity or if the user opens a new browser, even if they interact with it

On every page load

  • This will just have the playbook deliver every time the page is refreshed or reloaded

If a site visitor comes onto the page where your Playbook is running and does not interact with it, then it will always continue to show every time. Once there is interaction, then your frequency settings will kick in.

 

Settings 

Here, you can toggle on whether or not you'd like to use Bot Conversation Ratings and adjust the copy at the Playbook level. For more on Conversation Ratings, check out this doc! 

You can also select the target inbox for this Playbook, meaning where conversations started from this Playbook would live. If you're interested in learning more about setting up multiple inboxes, click here! 

Rolling out the new Builder

If you have opted in to the new bot visual builder, you can read our doc on that here! 


Did this help answer your question?

thumbs up
thumbs down

Thanks for the feedback! πŸ™πŸ½


Help by drift