Drift is a conversational messenger platform you can add to your website, knowledge base, or online business.

Integrating your Document360-powered knowledge base with the Drift chat application gives you an additional edge when providing support or answering your customers' queries.

You can share relevant articles and information from your knowledge base without leaving the Drift conversation page.

To enable this extension, you should have a registered Drift account. If you don't have one, you can create one by following the signup instructions on the application website, https://app.drift.com.


Basic setup guide

In Document360, there are three steps to connecting Document360 and Drift:

  1. Acquire custom JavaScript from the Drift portal
  2. Setting up Drift Chat on Document360
  3. Configuring your Document360 knowledge base on Drift Composer
Note
  • If you're an existing user of Drift or have it added to any of your company's websites or Document360 home page, you can skip the 1st and 2nd sections of the Basic Setup Guide.
  • Continue from "Configuring your Document360 knowledge base with Drift Composer" below.

1. Acquire custom JavaScript from the Drift portal

1. If you are a new customer to Drift:

You will get the code assistant during the initial account setup, and after signup, login to your Drift account on the Drift app website

  1. Login and go to your Drift Dashboard

  2. Go to Settings -> App Settings

  3. In the App settings tree-view menu, select the Install option

  4. Select "JavaScript," and a code window will appear

  5. Click Copy to copy the script to your clipboard

If you are an existing customer of Drift:

You can follow Step 2, outlined for the new customer

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The copied JavaScript would come in handy on the Document360 portal.

2. Setting up Drift Chat on Document360

To set up the drift chat window on your Document360 page,

  1. Go to your project in the Document360 portal

  2. Go to "Settings → Knowledge base site → Custom CSS & JavaScript"

  3. Click the Custom JavaScript tab

  4. Paste the copied script in the Custom JavaScript field in Document360 and click Save

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Now, the Drift chat icon appears on your Document360. Your customers can use this assistant chat window to interact with you. You can share and manage articles from your knowledge base without leaving the drift chat response.

3. Configuring your Document360 knowledge base on Drift Composer

Only when document360 is authorized and configured can you search for and share articles from your knowledge base with your end users.

  1. Go to Settings -> Knowledge base portal -> Extensions -> Team collaborations

  2. Navigate to Drift and click Connect.

  3. The page would be redirected to an authorized page on Drift

  4. Click the Authorize App

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After successful integration, you can access the connected knowledge base on Drift conversations using slash commands (/doc360)


Feature highlights

Once the knowledge base has been integrated and authorized, you can search for articles from your knowledge base using keywords.

  1. In the admin chat response window, type /doc360, then a space followed by the search term
  2. Press enter, and a relevant article search list appears
  3. Now you have three buttons below each of the listed article
  • Share: Sends the article link along with the meta text provided to your end-user chat
  • Edit: This allows you to edit the text or link and then press 'Enter.'
  • Cancel: This aborts the article search

During real-time conversations, this would make so much sense and cut back on the response time, as the service provider (your support agent) doesn't have to navigate to a separate window or browser tab to search the articles from your knowledge base and then share the link.