CTM Blog


Discover the Benefits of Our New Drift Integration

by CallTrackingMetrics

Is your business using Drift to manage your online chat experience? Then it’s time to take advantage of CTM’s newest mar-tech integration! By integrating your Drift account with CallTrackingMetrics, you’re able to maintain the UI and chat experience of Drift on your marketing site, yet allow your team to manage chats alongside all the other conversations that they may be having within CTM’s Activity Log.

What does the Drift integration do?

Our integration with Drift helps you power all of your customer conversations inside CTM. You can use Drift to engage with customers on your site in real-time using sophisticated playbooks and AI-powered bots, yet still manage those conversations with CallTrackingMetrics. If you’re receiving chats alongside calls, text messages, and even form fills with CTM, you can bring that all together in one platform. This eliminates the need for your agents to toggle back and forth between more than one platform in order to manage all of your customer conversations.

CallTrackingMetrics and Drift logos in light blueWhat are the benefits of the integration with CallTrackingMetrics?

The key benefits of this integration are providing a seamless service experience while gaining efficiency for your internal sales and support teams. You’ll be able to:

  • Maintain the Drift UI and chat experience on your site, yet leverage CTM’s Activity Log to manage all of your customer conversations in one place
  • Empower agents to personalize the interaction with insights from CallTrackingMetrics around visitor path and history with your company
An examples chat in the CTM activity log

Answer and review Drift chats directly in the CTM Activity Log.

How can I get started?

You will connect your Drift account to CTM in order to route Drift chats into a CTM chat flow. A Question/Response scenario will need to be set up within Drift in order to properly route the chats to CTM. From there, your chats will automatically populate within the CTM Activity Log for your agents to manage alongside other customer interactions. To learn more about setting up the integration, visit our Knowledge Base.