Drift Chat and Marketo Cookie

Question

Hi All,
 
Here is the scenario:
In Drift, we have 83,690 contacts, but 76,452 are identified as having a Marketo cookie, and their email being known. Changing filters to known name reduces this pool to 22,481 contacts. This, however, is the number of known contacts we have in Drift. We’re looking to identify the unknown site visitors in Drift using Marketo cookies.
Drift populates the names or email addresses of cookied visitors, and if they are not known they will just be shown as “Site Visitor” instead. Since the number of known contacts in Drift is less than a fourth of our total known contacts in Marketo (over 400k), we’re speculating that there are a great number of site visitors who should be getting identified by their Marketo cookie through the Drift <-> Marketo integration but are not.
 
Is this a Marketo issue or Drift issue?
How drift is supposed to work?
How Drift gets data from Marketo?
 
TIA

SanfordWhiteman · Accepted Answer

IIRC, Drift is extremely reckless with Marketo REST API calls. It tries to look people up using the Munchkin cookie value, which of course takes one API call each time. And it has to be rechecked, it’s a not a one-time thing even leaving aside malicious use. This at best exhausts Drift’s ability to look people up for the day, at worst constitutes a DOS.

Vinay_Kumar · Answer

We analyzed the lead details and some other things as well and found that most of the leads that are missing from the drift didn't visit any landing page with a Munchkin ID hence they don't have cookie IDs. Drift recognizes Marketo lead only if they have a cookie ID associated with them or the lead interacted with the Drift chatbot.

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