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Back to Agent Transfer Integrations Drift is a conversation cloud platform for marketing and sales teams. The Drift Agent integration allows you to hand off AI Agent conversations to live agents on Drift. The AI Agent acts as a proxy between users and Drift agents, facilitating seamless conversation handovers.

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Configuration

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Step 1: Create a Drift App

  1. Log in to https://dev.drift.com/apps with your Drift credentials.
  2. Go to the App Store and click Create New App. Follow the Drift quick-start guide for instructions. Drift Developer Platform
  3. Go to Settings > OAuth & Scopes.
  4. Add the redirect URL found on the Configurations tab of the Drift Agent in Kore.ai. Click Add. Add redirect URL
  5. Select the WebHooks tab and add the Kore.ai Drift Agent Webhook URL as the Request URL. Enable the following webhook scopes:
    • new_message
    • new_conversation
    • conversation_status_updated
    • conversation_inactive
    • conversation_push
    • chat_to_call
    Webhook scopes
  6. Click Create App.

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Step 2: Retrieve the Access Token

  1. Under Activate Your App, click Installing to Drift and copy the Install App to Drift link to generate a non-expiring access token. Generating access token
    This token is used to access your Drift data via API.
  2. Copy the Access Token and save it for later.

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Step 3: Retrieve the Verification Token

  1. Navigate to Settings > App Credentials.
  2. Copy the Client ID, Secret ID, and Verification Token. App Credentials
  3. Save these values for later.

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Step 4: Enable the Drift Agent

  1. Log in to the Kore.ai XO Platform.
  2. Select the app you want to configure.
  3. Navigate to App Settings > Integration > Agent Transfer and click Drift.
  4. Click the Configurations tab and enter:
    • Access Token: Copied in Step 2
    • Verification Token: Copied in Step 3
    Drift agent credentials
  5. To make Drift the default agent, enable Default Agent System for all app channels.
    This option is only available when multiple agents are configured.
  6. Click Manage to map channels to the Drift agent. Customizing the channel
  7. Select the channels to use Drift for handovers. See Adding channels to your app for details. Mapping channels to Drift agent
  8. Click Done.
  9. Click Save to enable the Drift agent.
  10. Publish the app. See Publishing App.

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Verify the Integration

  1. Open the app with Drift enabled.
  2. Create a new Agent Transfer Node task (e.g., a Talk to Live Agent task with a LiveChats node configured to use Drift). See Agent Transfer Node. New Agent Transfer Node task
  3. Add an email entity node and bot action to capture the agent’s email address.
  4. In the Bot Action script, enter: 
    agentUtils.setMetaInfo("email", context.entities.Entity0001);
    Bot Action script
  5. Click Talk to Bot and enter Help.
  6. When the agent transfer dialog is invoked, the Drift Developer Hub receives a notification.
  7. The conversation transfers to the Drift agent, and the agent receives a notification on Drift.
  8. The connection is established and the conversation continues. Connection established