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Guide: Using Drift with Databox

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How to connect Drift to Databox

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How to connect Drift to Databox

To connect a Drift Account in Databox, go to Data Manager > + New connection. Type Drift in the Search bar and click on the green Connect button.

This will open the Authorization window, which is where you will be prompted to enter your Drift login credentials and authorize the Databox app.

What's the maximum amount of historical data initially available when you use a new Drift Data Source Metric in Databox?

Data is synced for the Metrics that are being used in your Account, so when you first use a new Drift Metric, the maximum amount of historical data available is 36 months. Historical data is available for the following metrics:

- CQL
- Average Time to First Response
- Average Time to Close
- Median Time to Close
- Median Time to First Response
- New Conversations
- Contacts

Other Metrics are representing total values (i.e. Chat Playbooks metrics, Email Playbooks metrics, etc.) and do not have historical data available when first used. We only pull in the total current value, but we will accumulate historical data for these Metrics in Databox over time and the metric value will be shown cumulatively.   

For more information about the amount of historical data available for a specific Metric please contact our Support Team at help@databox.com.

Pro Tip: In order to start syncing data for a Metric, you can add it to your Metrics screen, use it in a Scorecard, set a Goal around it, create an Alert for it, or add it to a Databoard. Learn more here.    

The amount of historical data you're able to access in Databox is dependent on your Databox plan. Learn more here.

What time zone does Drift data sync in? 

Drift data is synced in the time zone set in the Drift Account. For example, if your Drift Account time zone is set as EST, your Drift data will sync with Databox in EST. 

    Metric Considerations

    As of April 2025, due to architectural and product changes, some dimensional metrics have been restructured and are now available as dimensions within a new placeholder metric. The list of affected metrics is provided below.

    Old Metric Name New Metric New Dimension (Breakdown by)
    Sent by Email Playbook By Email Metrics Sent by Email Playbook
    Replies by Email Playbook By Email Metrics Replies by Email Playbook
    Opens by Email Playbook By Email Metrics Opens by Email Playbook
    Clicks by Email Playbook By Email Metrics Clicks by Email Playbook
    Bounces by Email Playbook By Email Metrics Bounces by Email Playbook
    Unsubscribes by Email Playbook By Email Metrics Unsubscribes by Email Playbook
    Open % by Email Playbook By Email Metrics Open % by Email Playbook
    Click % by Email Playbook By Email Metrics Click % by Email Playbook
    Sent by Chat Playbook By Chat Metrics Sent by Chat Playbook
    Conversations by Chat Playbook By Chat Metrics Conversations by Chat Playbook
    Clicks by Chat Playbook By Chat Metrics Clicks by Chat Playbook
    Dismisses by Chat Playbook By Chat Metrics Dismisses by Chat Playbook
    Meetings booked by Chat Playbook By Chat Metrics Meetings booked by Chat Playbook
    Emails captured by Chat Playbook By Chat Metrics Emails captured by Chat Playbook
    Click % by Chat Playbook By Chat Metrics Click % by Chat Playbook
    Dismiss % by Chat Playbook By Chat Metrics Dismiss % by Chat Playbook
    Conversations by Signature Playbook By Signature Metrics Conversations by Signature Playbook
    Open by Signature Playbook By Signature Metrics Open by Signature Playbook
    Clicks by Signature Playbook By Signature Metrics Clicks by Signature Playbook
    Meetings by Signature Playbook By Signature Metrics Meetings by Signature Playbook
    Viewed by Signature Playbook By Signature Metrics Viewed by Signature Playbook
    Open % by Signature Playbook By Signature Metrics Open % by Signature Playbook
    Click % by Signature Playbook By Signature Metrics Click % by Signature Playbook

      Granularity Restrictions

      • Due to API limitations, hourly granularity is not supported. This may affect visualization options for Charts in Databox.

        For example, if a Drift Metric is used on a Line or Bar Chart with ''Yesterday'' Date Range selected, hourly data won't be displayed on the Chart.
        However, the big number above the Chart will accurately reflect the Metric value for the selected Date Range.

        Learn more about Granularity here.