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  • Writer's pictureMani Anand

No Code Salesforce and Drift Integration


Unlike other messaging platforms, Drift's native interface with Salesforce is the most robust. With the help of Drift, you can have real-time conversations with your prospects while also gathering information for your playbooks and deal-closing strategies.


Let’s have a look at the benefits, prerequisites, and integration process in this blog;


Benefits of integration

  • Reunite customers with the critical stakeholders at the appropriate times

  • Describe the opportunities that were inspired by Drift talks.

  • Create leads or contacts in Salesforce derived from chats in Drift.

  • With Drift Email, contact records can be updated automatically.

  • Salesforce should be notified of live chat activity.

  • SFDC Leads that come from Drift can be created and updated.

  • Build and edit contacts that come from Drift in SFDC

  • Drift chat activity to SFDC send

  • Transmit SFDC meetings that were scheduled in Drift

Although this interface mainly transmits data from Drift to Salesforce, it can occasionally retrieve data from Salesforce and pull it into Drift. Let's be more specific and go over the data about Salesforce objects that can be shared in either manner:


Drift to Salesforce


Leads


New Drift leads can generate a Salesforce lead record.


Set the Lead Owner based on which rep scheduled the meeting, concluded the conversation last, or participated first.


Add Drift-sourced or influenced leads from a certain Playbook to a specific Salesforce Campaign automatically.


Contacts


If an appropriate account to link new contacts from Drift with, they will be able to build a contact record in Salesforce.


Even if an appropriate account to link a new contact record to is not identified, you can allow Drift to do so.


Based on whose representative scheduled the meeting, last concluded the conversation, or started it, set the Contact Owner. Add these Drift-sourced or Drift-influenced contacts from a certain Playbook to a particular Salesforce Campaign seamlessly.


To add conversation and meeting activities to the records, Drift searches for existing contacts and leads. Additionally, we provide our clients the option to continuously add fresh Salesforce entries. The existing Salesforce Contacts won't be updated if you decide to always create new ones.


Chat Activity Statistics


A Task can be added to the Salesforce record of a lead or contact after an interaction with them in Drift.


When the session is over, Drift can add the complete chat transcript to the lead or contact.


Set the activity owner based on the teammate who requested the meeting, last shut up, or started the chat.


A unique Salesforce Activity Type should be assigned to the Drift chat.


Data on Scheduled Meetings


We can add an Event to their Salesforce record and send over the contact or lead who scheduled the meeting when they schedule one with you through Drift.


Using the event fields you defined in your SFDC account, select the appropriate Event Type.


Salesforce to Drift


Accounts


Sync your unique Salesforce account lists (ABM feature)


Decide whether to use ABM Playbooks or other playbooks to target them. (Feature of ABM)


Your accounts will remain in sync with Salesforce and be refreshed by Drift every day. If you need the sync to happen right away, you can now push it to happen!


Prerequisite

  • At least the Drift Pro Plan

  • Setting up and connecting this integration requires a teammate with Admin capabilities.

  • The Enterprise, Unlimited, Developer, or Performance Salesforce Editions are the only ones that support this integration. This is due to the integration needing an Edition with access to the API; for further information, see this SFDC documentation. You can also use the Professional edition with API access.

  • You must have the proper Salesforce User Permissions that Drift requires.

  • Your Salesforce instance must only have one associated Drift account.

Integration Process


Go to Settings > Integrations > Salesforce. You'll be asked to enter your Salesforce login information.



To connect, Drift requires a set of permissions. You will almost certainly have problems while attempting to connect to Drift in the following step if you don't provide it these precise rights. We advise reading the Requirements section again if you skipped it before continuing.


Check again to verify sure the profile you use to connect has the appropriate permissions set.


Additionally, you need to confirm that you are logging in as the user who will connect to Drift. Avoid logging into Salesforce as one user and then changing to another while still logged in.


Sync Configuration and Settings


To send data to SFDC, the integration leverages a conversation being marked as "Closed" as a trigger. Remember to close your agent discussions with site visitors and make use of the Auto-Close action in Playbook goals.


The contacts or leads in Salesforce will not be updated automatically by Drift. Closing a discussion is required before performing a sync.


For complete control over how Drift delivers data to SFDC, go to Settings > Integrations > Salesforce > Sync Settings.


Here, you can customize the general sync parameters, such as the minimum CQL score that contacts and conversations must meet in order to be synced, activity preferences, and chat metrics mapping.


You can now decide whether or not to send high-intent leads to SDRs right away if Drift identifies them as such as a result of its new real-time account scoring feature. By switching on the "Send high-intent account activity to Salesforce" option under "Sync Settings," you can enable this setting.


By turning on this setting, Drift will use the email address of the website visitor to search for a lead or contact in Salesforce and add the activity to a contact/lead and account there. We won't send any activity to Salesforce if we don't know the visitor's email address. As soon as Drift receives and recognizes that the website visitor action is of high intent, this will occur in real time. View an example of the action in Salesforce by viewing the image below.


Click the Leads or Contacts heading and then the Show advanced options links to customize how leads and contacts are determined to be owned. Depending on the various types of actions done by the agent, you can designate a Lead or Contact Owner.

Accountability of the Lead, Contact, and Activity


There are two key considerations to bear in mind:

  • Your Sync Settings, Advanced

  • Mapped User Preferences

Advanced Sync Options


The Owner settings will become visible after selecting Show Advanced Integration Settings for Leads, Contacts, or Chat Activity.

The following are the choices for the Lead Owner setting:

  • Member of the group who has a meeting planned

  • The person on the team who last received the end user

  • The individual who ended the conversation.

  • If you check more than one, they will all be examined in turn. The Owner is determined by the first criterion that is met.

Instead, Salesforce Campaign signup dropdown menus will be available in the Advanced Settings for syncing Leads and Contacts:

This campaign is the one to which leads and contacts are automatically assigned when they are synced from Drift. At the Playbook level, you can also set campaign attribution!


Mapping Users


If a user's email address is identical between Drift and SFDC, Drift will immediately map that user to Drift. You must add an "override" to specifically add a mapping if any Drift users have a different email username than they do in Salesforce.


Some Drift users designate a special "Integrations User" who uses a Drift seat and whose identity can be linked to other systems like Salesforce. In other instances, customers create an Integrations User in Salesforce using the specific login information provided by the Drift Admin and then have the Drift Admin login to the native Salesforce interface using Drift. Regardless of whose credentials are used to establish the connection between the platforms, Mapped Users will enable you to guarantee that all of the data Drift shares are appropriately assigned in Salesforce.


Select Mapped Users from the Salesforce Setup Page to accomplish this. Select the appropriate Drift User and SF User from the left and right columns to complete the sentence.

A single Salesforce user can only be linked with a single Drift Teammate at a time.


Voila! Here you go! You have successfully integrated Salesforce with Drift without any coding.


We at Apphienz have seasoned Salesforce Implementation, Salesforce Integration, and Salesforce Consultation, experts. Look no further if you are looking to build a new Salesforce application or integrate Salesforce with any third-party apps.


Visit our website for more information and get in touch with us in case of any further questions.

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