--- title: "Adding Knowledge base to your Drift chat platform" slug: "drift" description: "Integrating Document360 knowledge base with your Drift chat application. Search for and share help articles without leaving your chat response window " tags: ["Drift", "Extensions"] updated: 2026-07-20T06:47:52Z published: 2026-07-20T06:47:52Z canonical: "docs.document360.com/drift" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.document360.com/llms.txt > Use this file to discover all available pages before exploring further. # 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](https://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](/docs/drift#step-3--authorize-document360-in-drift). --- ## 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](https://app.drift.com/home/dashboard). 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. ![Drift App Settings page showing the JavaScript code panel with the Copy button](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/1_Screenshot-Draft_widget_javascript.png) **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**. ![Document360 Custom CSS and JavaScript settings page showing the JavaScript tab and code input field](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Custom%20CSS%20%26%20Javascript.png) 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 NOTE Document360 must be authorized in Drift before agents can search for and share articles from the knowledge base in chat responses. 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**. ![Document360 extensions page showing the Drift tile with the Connect option](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Drift%20integration.png) After successful authorization, you can access your knowledge base from within Drift conversations using the `/doc360` slash command. --- ## 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: | Button | What it does | | --- | --- | | **Share** | Sends the article link along with the article meta text to the customer in the chat. | | **Edit** | Opens the link or text for editing before sending. Press **Enter** to send after editing. | | **Cancel** | Aborts the article search and closes the results. | --- ## 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 **Can I use the Drift extension if Drift is already installed on my website?** Yes. If Drift is already installed on your website or Document360 home page, you can skip Steps 1 and 2 and go directly to Step 3 — authorizing Document360 in the Drift Composer. The existing Drift installation will work with the extension without any changes. **What does the /doc360 command do?** Typing `/doc360` followed by a space and a search term in the Drift admin chat panel searches your connected Document360 knowledge base and returns a list of relevant articles. From the results, you can share, edit, or cancel each article directly from the chat response. **Why can't I search for articles in Drift after connecting?** The `/doc360` slash command only works after Document360 has been authorized in the Drift Composer (Step 3). If you completed Steps 1 and 2 but skipped the authorization step, the extension will not be functional. Return to **Connections** > **Extensions** , locate Drift, and click **Connect** to complete the authorization.