Drift

Connect AI agents to Drift conversational marketing. Agents create and update contacts, reply to live chats, post internal notes, triage conversation status, and sync ABM accounts.

17 actions available

A new lead is created in another system

Agent reads the visitor's identity and context

Agent runs Get Contact by Email to see if the visitor exists

Agent creates or updates the Drift contact and opens a conversation

Sales channel is alerted that a hot conversation started

An ambiguous or high-intent chat routes to a rep before an automated reply

What This Integration Enables

An agent can create or update a Drift contact when a new lead arrives, reply to a live chat thread, post an internal agent note, or start a brand-new conversation with a visitor. It routes and triages conversations by changing status to Open, Closed, or Pending, and it syncs account-based-marketing accounts and looks up the agents assigned to them. Drift does not emit its own events in this integration, so flows start from the systems feeding it or from a scheduled read of active conversations. The agent is the bridge between chat and the rest of the stack: it keeps the visitor's record current, pulls transcripts for context, and makes sure a hot conversation reaches a person while the visitor is still on the page.

Without FlowRunner

Visitors and CRM out of step A visitor exists in chat but not in the systems the team works from

Conversations sit unrouted Open chats wait because triage is manual

Hot signals missed A high-intent conversation goes unnoticed until someone checks Drift

With FlowRunner

Visitor synced on arrival The agent mirrors the contact into Drift and connected systems

Conversations triaged by status The agent moves chats to Open, Closed, or Pending by rule

Hot signals surfaced A summary of the conversation reaches the team the moment it matters

Use Case Scenarios

Sync a Visitor and Open Outreach

When a [HubSpot](/integrations/hubspot) Create Contact records a new lead, the agent calls Drift Create Contact to sync the visitor, then Create Conversation to open a personalized outreach thread. The chat and the CRM start from the same record, and the visitor gets a relevant first message.

Alert the Team to a Hot Chat

The agent pulls a transcript with Get Conversation Messages, then posts a summary to the sales channel through [Slack](/integrations/slack) Send Message To Channel so the team is alerted to a hot conversation. The signal reaches a rep while the intent is fresh, not after the visitor has left.

Close the Loop on Resolution

After Update Conversation Status closes a chat, the agent records the resolution in the analytics pipeline for downstream reporting. When a conversation is ambiguous or shows high buying intent, the agent does not send an automated reply; it routes the thread to a rep to respond in person.

Human-in-Loop Highlight

Live chat is a real-time conversation with a real person, and the wrong automated reply at a high-intent moment can lose a deal. When a conversation is ambiguous, or when the agent reads a strong buying signal in the transcript, it does not reply on its own. It treats the moment as a [human-in-the-loop](/concepts/human-in-the-loop/) step: it pauses, hands the rep the transcript and its read of the intent, and routes the thread through Slack so a person can take the conversation. The rep responds directly, or tells the agent how to. Routine contact syncs and status changes run automatically; the conversations that decide a deal go to a human while the visitor is still there.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via Slack

Human decides

Agent resumes with decision

Agent Capabilities

17 actions

Contacts

Create Contact Creates a Drift contact from a set of attributes. Email is the only required attribute; any other standard or custom attributes (name, phone, externalId, etc.) may be supplied through the Attributes object. Returns the created contact with its Drift-assigned numeric ID.
Get Contact Retrieves a single Drift contact by its numeric contact ID, including all standard and custom attributes stored on the contact.
Get Contact by Email Looks up Drift contacts matching an exact email address. Drift returns the matching contacts (typically one) with their full attribute sets. Useful when you only hold the email and need the Drift contact ID.
List Contacts Lists Drift contacts, optionally filtered to an exact email address. When no email is supplied Drift returns contacts accessible to the token. Returns each contact with its attributes.
Update Contact Updates attributes on an existing Drift contact identified by its numeric ID. Only the attributes you provide are changed; omitted attributes are left untouched. Pass any standard or custom attributes through the fields below or the Additional Attributes object.
Delete Contact Permanently deletes a Drift contact by its numeric ID. This cannot be undone.

Conversations

List Conversations Lists Drift conversations, most-recent first. Optionally filter by status (Open, Closed or Pending) and cap the number returned. Each entry includes the conversation ID, status, participants and timestamps.
Get Conversation Retrieves a single Drift conversation by its numeric ID, including status, participants, associated contact and timestamps.
Get Conversation Messages Retrieves the messages in a Drift conversation in chronological order, including message body, author (contact or agent) and type. Supports paging with an optional cursor returned as "next" in a previous response.
Send Message Posts a message into an existing Drift conversation. Choose the message type: Chat is a normal reply visible to the site visitor, while Private Note / Private are internal notes visible only to agents. Returns the created message.
Update Conversation Status Changes the status of a Drift conversation to Open, Closed or Pending. Closing a conversation removes it from the active queue; reopening returns it.
Create Conversation Starts a new Drift conversation on behalf of a contact and posts its first message. Supply the contact's email plus the opening message body. Returns the created conversation with its ID.

Users

List Users Lists the Drift users (agents / team members) on the account, including their ID, name, email and availability. Use this to find the agent IDs referenced by conversations and assignments.
Get User Retrieves a single Drift user (agent) by their numeric ID, including name, email, role and availability.

Accounts

List Accounts Lists Drift accounts (target companies used for account-based marketing). Returns each account with its owner, domain and custom attributes. Supports paging with an optional cursor returned as "next" in a previous response.
Get Account Retrieves a single Drift account by its account ID, including owner, domain and custom attributes.
Create or Update Account Creates a Drift account or updates it if one with the same account ID already exists. Provide the account name and (optionally) the ID, owner, domain and custom properties. Custom properties are supplied as key/value pairs.

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