Product Tours

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

  • 218 Topics
  • 583 Replies

218 Topics

K
Kason McCaskillNew Participant
asked in Product Tours

Issue with tour pointer

I’m designing a product tour to allow users to add information. We currently have an add new button at the top of the table, and one underneath. The top button works fine, but when I add the step to click on the bottom button, everything seems okay until I go in to preview it. The step scrolls to the bottom, but the box with the step description gets stuck at the middle of the page and doesn’t point to the other button. I’ve tried having it point to the CSS selector in the advanced, but can’t seem to get it to work. Please see attached screenshot. you can see the 5 of 5 for the box in the tour at the top, and the add new button at the bottom. I’ve also tried this with a unique button at the bottom of the page and I still get the same issue. 

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4 months ago
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Hugo FigueiraNew Participant
asked in Product Tours

Use same data-intercom-target label in different components/elements

I’m creating a Design System/UI Kit where I also want to add the data-intercom-target to each element/component of the DS/UI Kit, to make it easy for other colleagues to create Product Tours in our app but selecting a specific element in the page, instead of using a CSS class (which is a bit hard atm).Since I’m considering keeping the data-intercom-target generic for each element/component (i.e. every Primary button will have a <button data-intercom-target="primary-button" ...>, I want to know if this is possible or if will cause any constrains.Namely, if a page has several elements with the same data-intercom-target (like, 10 Secondary buttons), if I select one on my product tour, will all of them be selected? Or will the product tour break, since it finds 9 other with the same data target? Or will Intercom just select a specific “secondary button” (that happens to have the same data target as the other buttons) and ignore the other?Thanks in advance! TL;DR: Can I use same data-

2
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5 months ago
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Chuck TaylorNew Participant
asked in Product Tours

How do I open a messenger window from a link in a product tour?

I want to open an intercom messenger in the product without use clicking on the messenger icon.  For example, I want to add a link in a product tour that says "Contact us", which opens a messenger window when user clicks it.

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5 months ago
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Courtni AdamsNew Participant
asked in Product Tours

"Save" button not showing

Once I create my product tour, I cannot makes content/word edits, because there is no save button! It might be because I have it pointing at an element to click, so once I select that step, it pushes to the next page, not allowing me to “save” my edits on that step. Can I suggest a “save and continue” button to capture that pages changes?

1
Jacob Cox
5 months ago
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Team ChargedNew Participant
asked in Product Tours

How to implement optional form fields in Product Tours

Hi there,I am building a Product Tour that walks users through a multi-step form. I have certain optional fields that I want the user to be able to fill, but not obliged to fill, e.g. Apartment/Suite/Building # for address.If I set the step to Next or Done button, they can’t fill in the field.If I set the step to Fill in the Field, they must fill in the field.How can I manage this use-case?Thanks,Peter

3
Jacob Cox
5 months ago
M
Marie P11Connector
asked in Product Tours

Product Tour for website on mobile phone

HelloWe schedule a product for onboarding 28k users. At the end only 4K saw the product tour, the problem is all the other register on the website but on mobile phone. Product Tour does not work mobile ?Is the only way to reach those people is to create e mobile carroussel ? Bur for me mobile carrousel is for SDK et non responsive website right ? How to handle those people ? Thanks 🎈

6
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5 months ago
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jennifergNew Participant
asked in Product Tours

How can I do apply the same product tour and checklist to different tenant?

Our company has a platform that multiple clients are using. The websites they have are the same for UI elements and functions, but each client has a different URL. We want to realise product tours and checklist once and apply them across different tenant (clients with different URL). Is this possible?

1
Racheal
5 months ago
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Wesley BNew Participant
asked in Product Tours

Is The New Tooltip Functionality Accessible?

We're curious if the newly released Tooltip feature set was designed with any accessibility requirements in mind. It's great we can adjust colors to ensure contrast ratios are met but can these tool tips be used by users who require keyboard tabbing? Can they be utilized by those who consume content with a screen reader?

3
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6 months ago
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User855Connector
asked in Product Tours

How to ensure that account users see Tour ONCE after feature launch & then never again ?

We are preparing to launch a new feature on an existing page, for which I am building a product tour in Intercom. What I need is for the product tour to automatically start once we deploy our feature and the tour to production environment in early Feb. There shall be 2 user classes –Existing account users who login after our feature launch – they should see the tour ONLY on their 1st visit since launch and not repeatedly after that.Net new users opening an account in say March – who would see the tour ONLY on their 1st visit launch and not repeatedly after that. Have set ‘Show Automatically’ = ON, with no settings for URL or users. Also set ‘Use Everywhere’ = ON Questions:My product tour didn’t seem to start automatically when I had everything blank including users in the Show Automatically section; but it worked when I switched users to visitors. However, our site is a secure site, not public site. Also, I fear it didn't behave exactly for other test users... I don’t see any expli

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6 months ago
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AminaNew Participant
asked in Product Tours

Hi all! I would like to create a product tour.

Hi all!I would like to create a product tour, and I am having some trouble since one of the pages that I'd like to add is a pop-up and the URL does not change from the previous screen. Is there a way I can get Intercom to recognize the new page (even with the same URL as the previous one)? Intercom sent me this article, but I am wondering if there is a more simple solution that does not involve changing the code.

1
Racheal
6 months ago
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User1426New Participant
asked in Product Tours

I cannot set a product tour live. It stays in "Draft" and I cannot click "Set live". It tells me "Finish your tour before setting it live" Trying for hours now.

I cannot set a product tour live. It stays in "Draft" and I cannot click "Set live". It tells me "Finish your tour before setting it live" Trying for hours now.

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6 months ago
Lucía
LucíaActive User
asked in Product Tours

Has anybody else had trouble saving changes in product tours?

I am currently making some changes in product tours I already have setup, after editing all the steps I click “save and close”, but the changes I made go back to the original. Am I doing something wrong?

3
Racheal
6 months ago
B
BundelingNew Participant
asked in Product Tours

Tour resetting when switching pages

Hi all,We are currently setting up product tours for our platform and we are running in some issues when it comes down to switching pages.We use a combination of ajax loaded pages and real redirect to new pages. The ajax loaded pages work fine. But when I’m redirecting to a new page to continue the tour the tour is reset to step 1 or sometimes step 2.We already checked if the selected element is available in the new page and also set the “navigate to” in that step.Has anybody any idea?And another strange thing: after restarting the tour again it works fine ...

2
Jacob Cox
6 months ago
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Richa GuptaNew Participant
asked in Product Tours

Product tour within a Post

Hi, I am creating a post and embedding a tour in it but it looks weird. How can I remove these highlighted unnecessary details from the post regarding the product tour? I just want a simple tour button which the users can click on. Currently, it the product appears as a separte feature for my users too.  

2
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7 months ago
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Pierre CrouzetNew Participant
asked in Product Tours

Use Intercom Product Tour in Salesforce

Hi Everyone, if there are any possibilities to work with the Intercom Product Tour on Salesforce Lightning pages ?When I start it I have an error “Sorry, we can't load the tools to build Product Tours on your website. Please make sure the Intercom Messenger is installed on the URL you have chosen to build your tour.”I have added the Intercom Messenger on my Salesforce home page and it is displayed correctly but it seems I am missing something, any help would be appreciated.Regards

1
Racheal
7 months ago
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Dan JNew Participant
asked in Product Tours

Problem with Tooltips not loading on a dynamically generated page.

Got a problem that I would appreciate help with - it seems like Intercom is loading 'too fast', specifically for tooltips on my site. I can build a tooltip, but when I preview/test it, Intercom has already loaded and errors out, telling me the CSS selector doesn't exist, when the page on our site is still loading/rendering (our page takes about 1.5 seconds - 2 seconds to load on a search result heavy page). Then, after a few seconds, the page renders and the tooltips don't load. Intercom doesn't have a 'delay tooltips until page rendering complete' type function, and when I put it on an item in the navigation bar with static content, it works fine. This issue is mostly for dynamic content - search results, etc, where they would be much more useful In know if I was using Google Tag Manager, I can delay the loading of a tag, not sure what effect this would have if we tried it with Intercom? For some background, Intercom is loading directly from the code when

3
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7 months ago
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Ryan B12New Participant
asked in Product Tours

Beginning a tour on a URL in a multi-tenanted app

How do you guys handle multi-tenancy? Our app is structure much like Intercom, where our urls are presented as https://app.brand.com/{tenantId}/path. I haven't been able to get tours working where they trigger by URL, since the URL is different depending on the tenant you are signed in to. I've tried using the Company website attribute as a dynamic URL prefix, but this hasn't worked.  The main reason I'm seeking to do this, is I'm setting up a checklist where the step is meant to Launch the product tour.  How does Intercom manage to get this working?

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9 months ago
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Jake L11New Participant
asked in Product Tours

Does anyone have issues with product tours not sending?

I've set the Audience and it contains nearly 1,800 users. I set it live 5 days ago, yet no product tours have been delivered. Any thoughts?

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9 months ago
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EddyNew Participant
asked in Product Tours

Why does product tours' posts do not have buttons?

Hello, I want to create a tour to show a post to our users.However, there's only "insert image" and "embed video" options. So, I cannot add buttons or choose reaction type like we do in outbound posts. Is this intentional? I like that tours can be tested easily and triggered programmatically in our code. Apart from the full functionalities, what other benefits does outbound post have over product tour post? Thanks in advance!

2
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9 months ago
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Jim SNew Participant
asked in Product Tours

How to trigger a tour by code within our app?

We have some processes or flows that happen within a pop up in our app. This makes it difficult to target how a tour gets triggered to start.

1
Racheal
9 months ago
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User1588New Participant
asked in Product Tours

Elements that are re-rendering causing the Product tour to break

We have SaaS product built using React. The issue is when the components gets re-rendered (it disappears and appears in just milliseconds, not visible in naked eye ofcourse) it breaks the product tour and it points to the top left corner and literally pointing to nothing.  What I think is happening is that, the component disappeared then since the Product tour couldn't find the element it will just point to the top left corner, but that's just in milliseconds. Stopping the elements from re-rendering could be tough job for us but possible, so I'm asking if this is possible to fix or any workaround.

5
Racheal
9 months ago
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Ashley C12New Participant
asked in Product Tours

How to create a Product Tour for the first time?

I spent hours (2x in a row) creating a Product Tour and it's nowhere to be found. The first time I created my Product Tour, I selected Preview at the bottom of the window and received a message that my changes may not be saved so I canceled out of it and then BOOM - the page lost all setup components and I was unable to get back to the create screen.  I tried again thinking "this time I wont preview it before it's saved and closed". I spent over 2 hours making the same Product Tour again, selected Save & Close, and then... gone. It's not in Intercom at all! The ONLY thing I can think is that I forgot to add a subject/title (it's kinda hidden up at the top and isn't required), and I was not prompted to do so when I saved it - but that's it! If that was the reason, wouldn't the tour be saved as a draft as "Unknown" or something for the title?  I hesitate to work on them again in case it doesn't save again.

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9 months ago
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User1624New Participant
asked in Product Tours

I created many tooltips across a few pages, but none of them are displaying on the site.

Where are the sticky issues that I can check? Are there any reasons they wouldn't display? Is there a specific setting needed to get them to display?

1
Joseph S.
Super User
9 months ago
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YonisNew Participant
asked in Product Tours

Does Intercom's product tours support applications using web components?

Looking to integrate Intercom's product tour within our application. The application front end is built using web components. A technology that uses a concept called shadow dom. Applications that use the shadow dom technology can not have elements found within web components using the browser's native element querying approach.  If more information is needed like a demo of some sort feel free to reach out directly.

1
Racheal
10 months ago
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User1009New Participant
asked in Product Tours

How can I detect that user has completed the product tour?

I have configured product tour for my SaaS application. I am triggering start of the product tour with my application's frontend with JS API Intecrom('startTour', 'tourId'). Product tours will be shown to some of users. And I want to have custom logic in my application for users who completed product tour (navigate user to another page or show some different text). So I need to detect if user completed product tour. Is there any way to track that user completed all steps of the product tour? May I have some JS callback for that event, for example: Intecrom('onProdcutToutCompleted', { ... some custom logic })? Or may be there are exist other ways to catch event of finishing product tours? Thank you in advance!

2
A
10 months ago
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