Whose face will display in the welcome message?
The Drift chat widget can display up to three faces!
We do this to help your visitors know who they're most likely to talk to. The goal is to set the best possible expectations for your visitors and greet them with a few smiling faces so they feel like your team is there for them.
When will only one face display?
When would more than one face display?
There are a couple cases where multiple faces will display, which will look something like this...
- If there are multiple people on-call at the same time, all of those people (up to three of them) will display
- If there are people who are likely to get added to the conversation (via Routing Rules) we'll also show those faces
Anybody being on-call will overwrite your Helping Team Members settings.
And if you have a Routing Rule and the visitor matches that rule, it will also override any of your Helping Team Member settings.
Real quick, let's go through a couple examples:
|Helping team members||Catch All||Routing Rules||Whose face will show?|
|Joe||Carla||NONE||Carla - Because she's the only person included in catch all and most likely to answer the conversation|
|Random||Steve, Mary||NONE||Steve & Mary - Because once the conversation starts, it will go to one of the two of them on a rotating basis|
|Joe||NONE||Mary, Danielle, Steve||Steve, Mary, & Danielle - Because once the conversation starts, it will go to one of three of them|
|Random||Mary, Carla||Steve, Danielle||Mary, Carla, & (Steve OR Danielle) - Mary and Carla because they're most likely to be there to answer and Steve or Danielle (at random) because one of them will get added to the conversation due to routing rules|