Zapier Integration

With our Zapier integration, you can integrate Drift with 500+ apps.

Here are examples of things you can do with a Drift<>Zapier Integration:

  • Turn new conversations from Drift into leads in Salesforce or HubSpot.
  • Log an entire live chat conversation in Zendesk or Help Scout.

This is available on our Standard Plan and above.

Here’s how you set up the Drift <> Zapier integration and set up Zaps effectively:

Select a trigger

A “Trigger” is when something happens in Drift, from here you can do something in another app. 

Here is a list of all the triggers that Drift offers:

Remember, triggers fire at different times. The New Lead trigger fires right after an email is captured, so Drift may not have collected other information yet about this lead. In this case, the trigger "conversation closed" may be better as it fires after the full conversation has taken place.

The most commonly used triggers would be new lead, conversation closed, or user reached goal. These work in a lot of use cases especially when you are looking to do any type of post-processing, or taking information that Drift has captured and sending it to a CRM, or marketing automation platform, or any other platform.

Connect the two accounts

If you haven't connected your Drift and Zapier accounts, now is the time to do so! Navigate to Settings>Apps>Zapier and you should see a token that looks something like this:Copy the ink and paste it into Zapier, the location where you paste the link can be seen below:

Select a Sample

After deciding on your trigger you need to pull a sample from Drift.

Right away you can see quite a bit of information pulled in from Drift like:

  • The transcript of a conversation
  • The email just captured from a lead.

Many triggers won't contain attributes about the contact or end user who caused this trigger, which are attributes that a lot of customers look for. Here is how you can grab that information.

For this example, we will use the trigger of "conversation closed," meaning that a conversation was closed within drift and you want to track this in an external application.

From here, select pull in samples to view recent conversations that have been closed within your Drift account.

Add a second trigger to find user data

This is a really common step for users to miss. If you are having issues with your Zapier integration, make sure that you have completed this step for the Zap that you are troubleshooting.

As mentioned above, sometimes you will not have a lot of information or attributes about the contact or end user. You will often see something like "anonymous_user_id" or "end_user_id." Below you can see what a sample looks like when you pull a sample with an anonymous id. If you don't see this, you can proceed straight to the Actions section of this document.
Naturally, you want this information. From here all you have to do is make another action to pull this information out of Drift. You can see how you would do this in the screenshot below. If when you initially pulled your sample, you saw end_user_id instead, you would simply select find user by end user id for this next step.
You would next select "edit options" and set this up so that you pull the anonymous id. This allows you to identify the sample and then push that to another application through an action. Your edit options should look like the screenshot below.
Finally, test this all out and make sure that you see this below.
From here you are all set to set up an action. This will allow you to send this sample, and any other sample you can build, over to another app!

Actions

After creating a trigger, pulling a sample, and identifying either an anonymous or end user id, you would want to set up an action.

An “Action” either takes something that happens in another app and maps it back over to Drift, or takes something that happens in Drift, and makes something happen in another app.

For an example here, we are mapping conversation length and user id, two attributes from Drift, over to a Google Sheets document.
We selected that every time a conversation is closed, a new row will be created in our Google Sheets spreadsheet called "Testing Zapier."
This row will contain user id as well as conversation length.
Remember that this is simply an example; you can create actions that are far more complex in terms of the info that they can map for you.

Here are examples of things you can do when pulling data from another app into Drift:

  • Anytime a contact’s record is updated in Salesforce, reflect those changes in the Drift contact record
  • If you’re using a tool to track and log events, you can send those to Drift and then segment and send targeted messages based on those events

Not using Drift yet? Get your free account here.


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