None of my outbound messages (tours, tooltips, etc) are showing on frontend.

Question

We’re just launching and I’ve been working hard to get user support via tool tips, tours, and checklists. However, despite previously having my work show on the front end, suddenly nothing will appear. I’ve jigged and rejigged all the audience rules, settings, etc. and am at my wits end. Waiting for a live person to support but it has been a lot of hours and I’m getting desperate….literally supposed to be emailing our user testers now. Can anyone think of something I should be checking, or a setting that I should double check? It all works in my previews, but just not live on front. thank you in advance for any help or insight. Very appreciative of any time you have to take.

Racheal · Accepted Answer

Hey@Sally HughesRacheal from the support engineer team here👋It looks like my teammate Jacob reached out to give you a hand with your Tour but we didn’t hear back. Are you still having trouble here or are you all set? Just from first glance, it sounds like an issue of Intercom not being installed properly, so we aren’t able to launch any outbound features. Is your Messenger launching as expected? Feel free to reach back out if you still need some help!​​​​@Support AdminThis sounds like a bit different of an issue and likely involves session cookies and your audience rules. I see my teammate Femi was working with you on this a bit, are you still running into trouble here? If so, we can dive back into this with the support team!

Nathan Sudds · Answer

@Sally Hughes So sorry to hear you have been waiting for some support and struggling to figure out why things are working!If you haven't figured it out yet, feel free to DM me and maybe we can jump on a call.Some things to check…1. Did anything happen to the Intercom code that you added to your app or website? If that was removed or changed in some way maybe your messages aren't showing up for that reason? Do you see the Intercom chat bubble showing up?2. Where are you looking for your messages on the front end? From your own test accounts? Is it possible you've already matched and dismissed those messages so they won't appear again? Have you created another brand new user to test to be sure?3. It's pretty hard to help troubleshoot without seeing some elements of your setup so hopefully you got a hold of support who can request access to look at your settings to fix it. Or we can jump on a call to screenshare to get to the bottom of it.Hope this helps, stepping away and looking at it with fresh eyes sometimes is better than just continuing to try to figure it out.Good luck and reach out if needed

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