AI Chatbots, Improved User Experience, and Better Personalization: February Updates from Drift

You may have seen our big announcement yesterday: Drift launched AI chatbots to help drive more qualified pipeline for your sales teams.

But, we also spent February improving those little things that make a big difference for your team.

Let us know what small changes you’ve made that have had a big impact on your team. Start a discussion in our Community here.

Keep reading to see what’s new at Drift👇

conversational AI

There are only so many hours in the day and only so many people on your team to do the work.

But, what if you could drive more qualified pipeline for your team 24/7?

Our AI-powered chatbots that engage and qualify your site visitors all hours of the day, in multiple languages. Their only job is to build the qualified pipeline you need to hit your number so your reps can focus on what they do best – closing deals.

AI chatbots are equipped to answer any questions your buyers have, no matter the time of day or where the conversation goes. They do this by using Drift’s patented Conversational AI technology that breaks conversations into events. Events help categorize conversations, allowing for smooth context switching as a conversation goes on. So rather than forcing your buyers down a one-way path, AI chatbots can identify the questions your buyer is asking and accurately answer them all individually, delivering the best possible experience every single time.

Click here to learn more about Drift Conversational AI.

OOO Setting for Meeting Availability

When you take some time off, you likely don’t head out without first setting up your out-of-office email responder. Now, Drift lets you do the same.

With the out-of-office setting for Meetings, you or your teammates can easily manage availability so no conversation goes unread. (And so you can take a worry-free vacation 🌴).

OOO update

OOO badge

Update your own meeting settings here. Admins can manage teammate settings here.

Personalization Token Improvement

With more of us working from home, personalization based on location is more important than ever. But it’s also trickier than ever to get right.

Now, Drift only personalizes messages with personalization tokens when there is an email present. For example, a message like “Hello, {{Company.Name}} 👋” would get personalized if we have an email for a visitor from that company. In the past, we might have used IP addresses, but with most people working away from an office, that is not as reliable as it might have once been.

Note: This does not impact Playbook targeting, IP lookup, ABM functionality, routing, etc.

Start building your bots today.

Improvements to the Playbook Bot Flow Editor

This month, our product team met with dozens of customers to better understand how they use Drift. These conversations led to a series of updates to the bot flow editor that improves the customer experience and makes it easier to see and understand what you’re building.

These updates include:

  • Highlighting arrows between nodes to let you easily track your workflow.

Highlight arrows

  • Better content formatting in a node so you can quickly see your lists and links in the preview.

Content formatting

  • Any nodes with an image now allow you to preview the entire image so you don’t have to build your bot blind.

Images in bot builder

Start building your bots today.

That’s it for February. We’ll be back in March with more updates. In the meantime, feel free to reach out to me with any questions or product suggestions at

Want to talk to someone from our team about how to scale your business with ai chatbots? Get a demo today.