How to set up a Drift inbox in Front
Why manage Drift in Front?
- Never miss a message from your site visitors again. Centralizing email, Drift, and other communication in Front means you're always in the right place at the right time.
- Effortless collaboration is built right in. @Mentions and comments make it easy to share conversations and context with your teammates, so you can tackle deals together.
- Stay on top of your sales funnel by organizing with tags and assignments, so nothing slips through the cracks.
Set up instructions
Drift can be added to Front as a channel in a team inbox, just like email, SMS, or live chat. You must be an account admin to connect Drift. You can add Drift to your website in your Drift account settings.
Open Settings, then click on Inboxes in the Team where you want to manage Drift.
Click Add a team inbox and select Drift from the list.
Click Connect to Drift. In the popup, click Authorize Account.
Grant access to the inbox for your desired teammates, then click Create Inbox.
You can only connect a Drift organization to your Front instance once. If you want to add another Drift channel, it will have to be authenticating a Drift account from a different Drift organization.
Why do some outbound messages in Front appear to be sent by "Drift"?
When you send a message through Drift's web app, the sender in Front will always be displayed as "Drift". This is because Front has no guarantees that the sender in Drift is a Front teammate.
Why can't I add attachments to outbound messages?
Unfortunately, Drift's API does not support adding attachments, only fetching attachments from incoming messages.
I want my Drift conversations to close when I archive them in Front. How do I do that?
It is not possible to close a conversation using Drift's API, which this integration relies on. That said, your Drift conversations will close automatically after being inactive for a time you set (default is 5 hours).
Will Drift Bot Playbooks still work with Front?
Yes. Drift Playbooks are ways to build workflows in Drift to personalize greetings, route leads, or have bots qualify visitors as leads before handing them off to a human. All Drift conversations happening on your site will sync with Front whether they are 100% bot, bot-assisted, or human-only. You can use rules and tags to manage these automatically, or just archive bot conversations.
Will bots pause if an agent sends a message from Front?
In Drift, bots will automatically pause if an agent jumps in and sends a message. This is also true in Front.
Why did my message display to the site visitor as if it was from "Bot"?
When you send a message from Front, your Drift user details are found by matching your email address in Front to one in your Drift organization. If there is no matching Drift user for the Front user sending the message, the sender is shown to the site visitor as "Bot" by default.
Does Front support Drift calendar (Drift's meeting booking functionality)?
No. Front’s Drift integration does not support Drift’s calendar booking functionality. Teams can use Front’s calendar scheduling links as an alternative.
What happens if a customer doesn't respond to your chat?
If the user has provided their email address, the conversation will be sent to the customer according to Drift's Fallback feature if they have it enabled. Using the Front integration does not change this.