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Product Tours

Show your customers the way to success with Intercom's interactive Product Tours

  • 251 Topics
  • 671 Replies
251 Topics
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Santessa HenriquesNew Participant
asked in Product Tours
Why does my product tour take 6 seconds to show up?

Hello! The Product Tour is working as expected, but there's a noticeable delay—about 6 seconds—before it appears. Is there any way to make it load or display sooner? Thank you!

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Paul Byrne
Intercom Team
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jasmin.nNew Participant
posted in Product Tours
Product Tours

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips. Thanks, Jasmin

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Ryan Parker
Intercom Team
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Anusha HemanthNew Participant
posted in Product Tours
How can I share product tours in checklists (as hyper link) if the product tour has a variable?

I'm trying to provide product tours as a choice in the form of hyperlink within a task of checklists, but because the workspace portion of the site is a variable, it isn't translating. Am I missing something, or is this just not possible as of now? From within the product tour settings: https://cloud.precisely.com/workspace/{{custom_data.workspace|fallback:"0"}}/data-observability/observers/observer-detail/?product_tour_id=423036

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DennaNew Participant
asked in Product Tours
How to handle product tours when the page has modals that pop-up if a user clicks something.

I have a product tour which encourages users to click 'Create a Tag'. Once the user clicks 'Create a Tag' a Bootstrap modal pops us with the next step. After the user creates a tag, a second tour tells the user how to delete or edit the tag. If a user goes to the page and immediately clicks 'Create a Tag', before the tour appeared, then the tour appears with popup modal, which looks weird. If a user creates a tag and then quickly creates a second tag, the second tour appears when the modal is open. This is very confusing for the user. And idea how to prevent the tour from appearing if the user clicks on a modal or scrolls pass the location of the tour? See the screenshots.

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Baptiste GuivarchNew Participant
asked in Product Tours
Seeing recent issues with product tours

Is it possible to have a date range picker on the Outbound pages so that all statistics shown in the table below are for the specific periods ? Regularly, I want to check if my product tours recently had issues. The problem is that the data shown in the column “Issues” are from the creation of each product tour. So I have to click on each of them and then go to the issues tab to see if the issues is recent or not. It’s quite a waste of time as most of these issues have been fixed. It would be really cool just to have a simple ways to see for all my product tours which one had recent issues. Bonus: being able to “clear” these data in case the issues have been fixed

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Emilygav
Intercom Team
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TWildeNew Participant
asked in Product Tours
Why does my product tour make my entire site grey?

I set up a tour and when it’s live, the entire site is greyed out and the user can’t click anything, including the tour. The Next button will react when clicked, but doesn't actually go to the next page of the tour. Something that may be relevant: We recently updated to install the messenger securely. (Maybe that wasn’t done properly?) Also, can you do a product tour and other messages if the Messenger button is not visible? Thank you

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Nathan Sudds
Top Expert ✨
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Kate BrooksNew Participant
asked in Product Tours
The 'insert image' option is not working for product tours

When using the ‘Insert image’ option into the ‘welcome’ product tour step and then selecting an image locally into the step, no image shows, only paragraph blank space. I’m trying to upload images/giffs into the product tour so users can see the interaction I’m highlighting. Why is not working as it should be and can someone please advise me on a resolution? Thanks!

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Intercom Team
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Brendon BorenNew Participant
asked in Product Tours
Can't upload images into product tours.

I’ve looked at help articles and other questions like this, but can’t find a solution. Every image that I upload into a product tour post comes up with an error (see attached image). I tried reducing the file size to 281px minus the line height of my text (per this article) and that didn’t help either. Any solutions for this yet? Is anyone else out there experiencing or not experiencing this? Would love your help/feedback!

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Innovator ✨
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Daniel CabezasNew Participant
asked in Product Tours
My Prodcut Tour is only being sent out to internal contacts

Hi there! I have created a product tour and I’m struggling as it won’t get any impressions from external users. I created a product tour with a similar configuration as many other times before (in which I had no issues). The triggers used are: When to send: (empty) Where to send: contains “keyword”. Using one keyword included in the URL of interest. Audienc: Users After this I get an estimated 85k users that can see the product tour. However, after 2 weeks I got only 11 views from just internal emails in the company. So I’m not entirely sure on what’s going on. I have deactivated all other tours in case there could be any conflicts. And using this same sonfiguration before I got thousands of views in just hours. Can you please help me with this? I’d supper appreciate the help 🙏

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HillaryNew Participant
asked in Product Tours
How can we launch a product tour from a checklist on a unique/dynamic URL?

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue: Our customer’s URLs are : subdomain.domain.com ….. When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.com That tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. The URL ends up being s

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mateusz.leszkiewicz
Intercom Team
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Erin KActive User
asked in Product Tours
Any tips on having people click on a dropdown and make a selection in a product tour?

Any tips on having people click on a dropdown and make a selection in a product tour? Right now clicking is just flashing the dropdown quickly. I can't advance to the drop-down selected, and then pick.

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mateusz.leszkiewicz
Intercom Team
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User2099New Participant
asked in Product Tours
Scroll on product tour?

Is there a way to scroll on the product tour? A couple items on my tour require scrolling to the right to make it work

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mateusz.leszkiewicz
Intercom Team
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Marie P11Connector
asked in Product Tours
Rating product tour

Hello Is it possible at the end of a product tour to ask the user to rate it, or do like a CSAT of this ? Thank you !

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Rodrigo M12Connector
asked in Product Tours
Connect product tours.

Hello, I'm creating my product tours and I have the following question: I have a logical path that my end-users should engage with my product tours: First they must do the product tour A, then the B and then the C. I've write them in a way that at the last step of the product tour A, a post type step, I give a link that directs the end user to start the product tour B ( the url with the product tour code at the end: "?product_tour_id=217376"). And at the product tour B, just like the A, I created the same last step, but giving the product tour C url. In that way, when finishing the product tour A, the end-user clicks on the link to the B, and when finishing it, clicks on the link to do the C, just the way I want. But I noticed that when clicking in the product tour B link, at the end of the A, the last step of the A stills appears on the screen of the URL of the product tour B, instead of starting the tour B. How can I get this done? I'd really like to make this work. Is it possible to

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Gavin WilsonNew Participant
asked in Product Tours
Can we add a step in the product tour pointing to the chat bot?

We would like to end the product tour with a step pointing to the chatbot. Is there a way to do that?

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Ankit2709New Participant
asked in Product Tours
Product Tour pointers not rendering correctly even after Intercom HTML attribution

I have successfully been able to integrate Product Tour for most of the platform. However, have a section within my platform where a workflow needs to be completed by the users. The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same. Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear. I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.

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Tullio PersianiNew Participant
posted in Product Tours
Product tour preview only showing once

I am trying to create a prouct tour but I am unable to edit it because i only see the preview the first time, then nothing. How can I, for testing be sure it is displayed every time in my Intercom dashboard?

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Nur Nahid
Super User ✨
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Tullio PersianiNew Participant
asked in Product Tours
Popup over intercom editor

I want to put a tooltip on a text inside a popup but if i open the popup i cannot add a tooltip, it seems like the popup goes over the tooltip editor of Intercom, how can i solve this

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Nur Nahid
Super User ✨
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darshanhiranandaniNew Participant
asked in Product Tours
Darshan Hiranandani : How can I determine if a user has finished the product tour?

I have configured a product tour for my SaaS application, which I trigger on the frontend using the JS API: Intecrom('startTour', 'tourId'). The product tours are shown to select users, and I want to implement custom logic for those who complete the tour—such as redirecting them to a different page or displaying specific text. Therefore, I need a way to detect when a user has finished the product tour. Is there a method to track when a user completes all steps of the product tour? For instance, can I set up a JavaScript callback like Intecrom('onProductTourCompleted', { ... some custom logic })? Alternatively, are there other ways to capture the event when users finish the product tour? Regards Darshan Hiranandani

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mateusz.leszkiewicz
Intercom Team
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Francis LagueuNew Participant
asked in Product Tours
Product configuration Issue

Hi, while trying to configure product tour on our test website I am getting this error. I am not sure what is causing this. I am hopping to get some help. This is a NextJs application.

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mateusz.leszkiewicz
Intercom Team
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Gavin WilsonNew Participant
asked in Product Tours
Get content data about user

How can I get the content data for a user via API or SDK?

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Jacques Reynolds
Intercom Team
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Aimee ValleNew Participant
asked in Product Tours
Confetti falls too soon

I have completed a Product Tour and duplicated and edited it to complement another workflow. The issue is, on both Product Tours, the “celebration” happens too early- confetti falls on the second-to-last step instead of the last one. Does anyone have any idea what might be causing this?

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Nathan Sudds
Top Expert ✨
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Amy MNew Participant
asked in Product Tours
Able to launch product tours on zendesk guide help center?

Hello! We use zendesk guides for our help center and wondering if anybody was able to successfully install intercom on zendesk guides. So they could gather customer analytics and also launch product tours within zendesk guides. would love any help or advice ! Thank you!

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Ben TilleyNew Participant
asked in Product Tours
Let Users Interact with App During Product Tour

Our product is an interactive design tool and I want to find a way to create a Product Tour where users can interact with our app then click Next to advance rather than the default behavior where they can’t do anything except click Next. Using the Click on Element method to advance doesn’t work because our elements require multiple clicks to complete the interaction (e.g. dragging and dropping) I’m considering building a daisy chain of product tours where one tour ends, there is a button in a banner to go to the next one, and then the next tour begins. This seems overly complex though so I’d love to know if anyone has a simpler solution.

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NadineNew Participant
asked in Product Tours
Sending proactive message only if user has completed the Product Tour

How can I determine the users who have completed the welcome product tour and send a proactive message only after the product tour, so that the message doesn’t show up at the same time with the product tour?

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