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Product Tour can't continue into a modal that opens on click

  • May 4, 2026
  • 2 replies
  • 24 views
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When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but:

  1. Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click).

  2. The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks.

Is there a supported way to:

  • Have a tour step target an element inside a modal that opens dynamically, or

  • Pause the tour, let the user open the modal, and resume on a target inside it?

Our targets already use data-intercom-target. Tested on the latest Messenger.

Best answer by Aleksei O

Hi ​@Danny bens 👋

Your message gave me the kind of flashbacks I didn’t want to trigger, but I’ve also had a similar issue trying to help the Product team with setting up the tour. We had Chakra UI and disabling trap focus did the trick. 

Another alternative is to send an outbound message with a video tutorial on your page, but I understand it kind of kills the purpose. 

    2 replies

    Aleksei O
    Innovator ✨
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    • Aleksei O
    • Innovator ✨
    • Answer
    • May 4, 2026

    Hi ​@Danny bens 👋

    Your message gave me the kind of flashbacks I didn’t want to trigger, but I’ve also had a similar issue trying to help the Product team with setting up the tour. We had Chakra UI and disabling trap focus did the trick. 

    Another alternative is to send an outbound message with a video tutorial on your page, but I understand it kind of kills the purpose. 

    Feel free to connect with me at https://www.linkedin.com/in/alexeyox
    S
    Intercom Team
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    Hi ​@Danny bens, Sean here from the Intercom support team. 

    Thanks for such a clear breakdown and video of what you’re seeing, you’re exactly right about the focus trap and pointer-events interfering with the tour.

    Right now there isn’t a supported way for Product Tours to reliably anchor pointer steps to elements inside modals/pop‑ups; our docs call out that elements in modals or pop‑ups can’t be selected as tour targets, and that matches what you’re hitting with Radix Dialog. Practically, the two supported patterns today are:

    • keep pointer targets on the underlying page (e.g. have a step that tells the user “Click this button to open the modal, then we’ll continue once you’re back here”), or

    • use a non‑anchored “post” style step to describe what’s in the modal rather than pointing at individual controls inside it.

    You can continue to use data-intercom-target for stability on the non‑modal steps, but we don’t currently have a way to pause the tour inside a focus‑trapped dialog and resume with a pointer attached to elements within that dialog.

    Did you know that you can also check if this feature has been recorded on our Product Wishlist in our Community? You can search and upvote existing requests or create new requests 🙌 Check out the quick guide on how the Product Wishlist works here.

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