Drift

Drift is a conversational messenger platform you can add to your website or Knowledge base site. Integrating Document360 with Drift lets your support agents search and share knowledge base articles directly from the Drift chat response panel — without navigating to a separate tab or browser window. During live conversations, this cuts response time significantly: agents can find the right article and share it with a customer in seconds, without breaking the flow of the chat.

When to use the Drift extension

• Your support team handles live chat conversations in Drift and needs quick access to knowledge base articles while responding, without switching between applications.
• You want to reduce the time agents spend searching for answers during real-time conversations by putting the knowledge base inside the chat interface.
• You already use Drift on your website or knowledge base site and want to extend it with the ability to search and share articles directly from the Drift Composer.

Before you begin

• You must have a registered Drift account. If you don't have one, sign up at app.drift.com.
• If you already have Drift installed on your website or Document360 knowledge base site, you can skip Steps 1 and 2 below and go straight to Step 3 — Authorize Document360 in Drift.

How to connect Drift to Document360

Connecting Drift involves three steps: acquiring the Drift JavaScript, embedding it in Document360, and then authorizing the Document360 app in Drift.

Step 1 — Acquire the Drift JavaScript

If you are a new Drift customer:

1. Log in to your Drift Dashboard at app.drift.com.
2. Navigate to Settings > App Settings.
3. From the left tree-view menu, click App settings and select Install.
4. Select JavaScript — a code panel appears.
5. Click Copy to copy the script to your clipboard.

If you are an existing Drift customer:

You already have the Drift JavaScript installed. Skip to Step 2.

Step 2 — Add the Drift JavaScript to Document360

1. Navigate to Settings > Knowledge base site > Site customization > Custom CSS & JavaScript in the Knowledge base portal.
2. From the left navigation pane, select the JavaScript tab.
3. Paste the copied Drift script into the field and click Save.

The Drift chat icon now appears on your Document360 knowledge base site. Customers can use the chat panel to interact with your support team.

Step 3 — Authorize Document360 in Drift

1. Navigate to Connections > Extensions in the left navigation bar of the Knowledge base portal.
2. Locate Drift and click Connect.
3. You are redirected to an authorization page on Drift.
4. Click Authorize App.

After successful authorization, you can access your knowledge base from within Drift conversations using the /doc360 slash command.

How to search and share articles in Drift

Once the integration is active, agents can search for and share articles from the knowledge base without leaving a Drift conversation:

1. In the admin chat response panel, type /doc360 followed by a space and the search term.
2. Press Enter — a list of relevant articles from your knowledge base appears.
3. For each listed article, three action buttons are available:

Best practices

• Use the /doc360 command early in a conversation — the moment you identify the customer's issue, run a quick search so the article is ready to share as soon as the conversation reaches that point.
• Use Edit before sharing when the article covers the topic but needs a brief framing message alongside it. Adding a sentence like "Here's an article that walks through this" makes the shared link feel like a response rather than a deflection.
• Keep your knowledge base articles focused and well-titled. The /doc360 search surfaces articles by keyword match, so articles with descriptive titles are much easier to find during a live conversation than vague or generic ones.
• If the Drift chat icon doesn't appear on your knowledge base site after completing setup, verify that the JavaScript was saved correctly in the Custom JavaScript tab — a missing or malformed script is the most common cause.

FAQ