Creating Advanced Playbooks

Updated 5 days ago by Jackie Bai

These features are available on the Pro Plan and above.

Now that you've set up your first LeadBot playbook, you're ready to add additional features to further customize your site visitors' experiences as well as collect more information! Below are some of the more advanced features offered in LeadBot playbooks.

Email Capture & Phone Number Capture

You may have noticed the options of adding an Email Capture and a Phone Number Capture within your LeadBot playbooks:

Here’s how it works:

When the Bot asks the user what their email is, and the user does not give a valid email address, then the bot will repeat the question until the end user answers with an email. Setting up a Phone Number Capture is pretty much the same. 

If a visitor interacts with your LeadBot and already has an email and/or phone number in their contact record in Drift, these questions will be automatically skipped. Whatever question/goal that the capture leads to will be the question the site visitor will land on.

The Email Capture question understands when a site visitor does not input an email during the flow. If the site visitor does not give an email as a response, the Bot will know to repeat their question, asking for the visitors email again. 

This will ensure that the leads that are going through your bot flows are being qualified and your sales team will be able to follow up with them!

With the Phone Number capture question you can set up a default country code (you can only set one default country code at a time!) to capture phone numbers outside of the United States. This means that everyone within the default country won't need to add their country code when giving their phone number to the bot--but site visitors residing outside of the default country can enter their phone number in with their country code and it will still be accepted!


When you're sending a Playbook (in-app or email), you may want to send a personalized message that mentions a contact's first name, their company name, their plan, or some other custom attribute.

The "Personalization" tool in a Playbook's message editor provides a quick and convenient way to tailor your message to the user it's addressing.

In the message editor, click the Personalization button:

This will bring up a search bar for all of your contact attributes. You can also search and use any Clearbit attributes you have! Choosing an attribute brings up this dialog box:

When you click on an attribute, for example "name," you can also input a default option. So in case you don't have the user's name available in Drift, the message can display something like "there" as in, "Hey there!"

The message editor will now look like this:

Make sure you put any punctuation separate from the values so that it's included whether the attribute is known or not.

If you'd like to use your user's company name in a Playbook, you can use the attribute: 


Using this attribute when you are targeting specific industries or re-targeting companies who have been onto your site before will make your messaging more powerful and personal! 

If you're technical and want to look into this a little bit more, here's the library we use for these tags.

Clearbit Reveal

If you're using the Drift Company or Enterprise plan, that likely means you also have Clearbit in your account. With that, you can use the data it provides to personalize the contents of your Playbooks (both in-app and email).  This is how it works:

When composing your Playbook you'll add something like this to your message:

{{ clearbit.attribute }}

The only thing you need to do is replace attribute to the name of the Clearbit Reveal attribute you want to use. For example, if you want to display the domain the company that's visiting your site as part of your campaign, just include this:

{{ clearbit.domain }}

Accessing Nested Attributes

You can access nested attributes from the Clearbit Reveal data by using dots to separate attribute names. For example, to display the number of employees as part of your Playbook, include this in the body or subject:

{{ clearbit.metrics.employees }}

Here is a list of all the attributes you can use

We recommend sticking with the basics (domain, metrics.employees, metrics.revenue) and testing anything that you do setup to make sure it works as expected.

Setting Default Values

Clearbit may not always have data for every visitor that triggers your campaign. Because of this, we highly recommend that you design your campaigns to have default values to deal with data not being available. In the above example you could do this to have a default:

{{ clearbit.domain | d("") }}

Target Ad Traffic

If you are looking to tie a Drift Playbook to an ad campaign you are running, you've come to the right place! Using the display conditions, you can set up a custom playbook to trigger on your site for users clicking on your paid ads so you can keep your users engaged on and off your website. 

Using the "URL" condition, you want to select "URL Query Param", "includes", and add your UTM parameter to the condition:

If you want to test it out, you can attach the UTM parameter to any URL on your site where Drift is installed!

Online/Offline Hours

When you are creating a Playbook, there is no default setting that will ensure that your campaigns are following the online/offline hours your company has put in place. 

However, you can use Display targeting to ensure that your campaigns follow those criteria. Not only can you have your campaign only run when you are online, you can have campaigns only run when you are offline as well! 

Make sure that you select 'Drift' from the left sidebar in after you click your Display conditions, and then select whether you want Drift Online to be 'true' or 'false'.

Attribute Mapping

Attribute mapping allows for the information that you collect from your LeadBots to be added to your contacts--making it easier for you to see qualifying information about your leads right from the conversations view in your Drift account. These attributes can sync to Salesforce or you can use it to send targeted messages to people when they come back to your site.

It's a good idea to create a contact attribute in your contacts view before you create the attribute in a Playbook. That way, you can see the attribute in the user's contact record, even before it's filled out by your bot. For more information on how to create a contact attribute click here!

To use in your playbooks, make sure you click 'Advanced Settings' under the question you want to map it for.

You will then have the ability to choose which attribute to associate the answers of that question with in the Drift contact record.

You can track different attributes for each LeadBot question, so that each piece of information you collect throughout the conversation will be added into the contact record!

Prioritize Your Playbooks

You have the ability to prioritize the order your playbooks are shown to your audience. This means that if you have multiple playbooks running that have the same targeting conditions, those that are higher up on the list will show before others.

To change the priority of your playbooks, simply select the 'Set Priority' button in your playbooks home, and reorder them. You can use the dropdown menus on the left side of the screen to change the order.

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