Drift

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Build the sales chat I actually need instead of Drift.

The thing worth copying is narrow: **a visitor who is ready to talk should be able to book a meeting without leaving the conversation.** Everything else in this category is a chat widget with a decision tree.

STACK
- Node 20+ with Fastify, server-rendered HTML with a little vanilla JS
- SQLite through better-sqlite3, WAL mode
- Server-sent events for the live half — WebSockets are unnecessary here
- Caddy in front

THE DATA MODEL
- conversations: id, visitor_hash, page, referrer, started_at, assigned_to, status
- messages: id, conversation_id, author_kind, author_id, body, at
- playbooks: id, name, trigger_json, steps_json, is_active
- qualifications: id, conversation_id, field, value, at
- bookings: id, conversation_id, rep_id, starts_at_utc, calendar_event_id
- reps: id, name, timezone, working_hours_json, territories_json, is_available

THE WIDGET
- A small script, no framework, loaded after the page and never blocking it
- Everything inside a shadow root so your CSS and theirs cannot collide
- Under 20KB. **A chat widget that slows the page loses more revenue than it creates**, and most commercial ones are several hundred kilobytes

THE PLAYBOOK, KEPT SMALL
- Trigger on page, time on page, referrer, or return visit
- A few questions with buttons rather than free text — buttons get answered, open questions do not
- Store each answer as a qualification row, so the conversation produces structured data and not only a transcript

BOOKING INSIDE THE CHAT, WHICH IS THE WHOLE POINT
- After qualification, route to a rep, compute their availability, and **show three slots in the chat itself.** Not a link, not an email
- Hold the slot while they choose, release after a couple of minutes, re-check inside the transaction on confirm
- Everything in UTC, working hours as local times with a named zone, both daylight-saving transitions tested
- If nobody is available, offer a wider pool rather than nothing

BEING HONEST WITH THE VISITOR
- **Say plainly when they are talking to software and when a person joined.** A bot pretending to be a person is the fastest way to lose the trust you opened the chat to build, and in some jurisdictions it is regulated
- Show real availability. 'We usually reply in an hour' is better than a fake typing indicator
- One proactive message per visit, never repeated, and dismissible for good

THE HUMAN SIDE
- An agent view with a keyboard-first list, saved replies, and the visitor's page history beside the conversation
- Assignment with a claim, so two people do not answer at once
- A transcript emailed to the visitor if they ask

WHAT NOT TO DO
- Do not attempt company identification from IP addresses. It is inaccurate, it is a privacy problem, and the conclusions drawn from it are usually wrong

WHAT MATTERS MOST
Slots inside the chat, and honesty about the bot. The first is the conversion; the second is why anybody engages at all.