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Product Tours

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

  • 245 Topics
  • 649 Replies
245 Topics
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User892Active User
asked in Product Tours
product tour never launches in preview

first try at a product tour. when i preview the tour, i'm routed to the correct url, i sign into my webb app, but the tour never displays. what newbie goof am i making?

1180
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Top Expert ✨
3 years ago
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Inter C12New Participant
asked in Product Tours
Can I set up a Product Tour on a dynamic URL?

I use dynamic URLs on my site but want to create a Product Tour that launches on every version of that URL. How can I do this?

11080
R
3 years ago
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Sophie S11New Participant
asked in Product Tours
How can I finish my Product Tour with a shower of confetti?

Hello, i just can't find out how to finish my product tour with a shower of confetti. Can anybody help me? Does my tour have to be saved and closed before I do that?

860
S
3 years ago
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ÅsmundNew Participant
posted in Product Tours
How can I add pointer to a field/form in a new window?

I am trying to create a product tour for a website, and adding pointers and posts have been working fine until I point to a field in a new window. Then I am not able to type anything in the box below:It is required to type something into "Type your content here..." to save the pointer/post.

90
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Top Expert ✨
3 years ago
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Ionut A12New Participant
asked in Product Tours
Multiple Tours for different pages with dynamic links

Hello, I have 2 tours set up for 2 different sections in our app. We want to launch both tours through the Intercom API.  One of the tours is on a dynamic link (we have a parameter in the URL). In order to be able to build this tour, we set the build on link to an instance of the dynamic link ( with a parameter that was generate by our app when we entered that page ). After configuring the tour, when we went to that specific page ( that now had another parameter) and wanted to start the tour via API, nothing happened.  Can you please help me with this issue. Thank you,Ionut

330
Brent
Super User ✨
3 years ago
U
User855Connector
asked in Product Tours
How to fire product tour with a staged feature rollout?

I have a product tour for a new feature announcement which I don't want to fire on the entire customer base, because we will launch the feature to 10%, then 30%, then 100% of the customer base. I know that Intercom can track usernames but 10% means 10,000 users and I can't manually specify all 10,000 to Intercom or upload a file to Intercom. At this time, I think I will turn off automatic product tour firing and our UI layer will have to see if a user is in the 10% and then fire the product tour on the page. Unfortunately, it shall need to remember who has vs. has not seen the tour. Or is there another way possible? Even on the option above, when the feature is rolled out to ALL users - if I turn on the automatic product tour firing, it will fire a 2nd time for ALL users; correct? I wish for that to not happen. Unless I delete the tour and then build a new one for the next feature rollout.

280
K
Innovator ✨
3 years ago
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User924New Participant
asked in Product Tours
If I want to add tours to my support bot, so if someone asks a question I can direct them to launch a tour. Is it possible to do this?

I'm asking because an Intercom support person mentioned that tours only fire once based on the targeting criteria, but if you can add a tour to a bot, it seems like they should be able to be manually initiated by the member/user.  Thanks!

30
R
Top Expert ✨
3 years ago
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medlNew Participant
asked in Product Tours
When setting up a product tour, I select all the elements and create the tour, however on attempting to preview, it states that "The element being pointed to isn't visible here".

Could this be a settings issue with my web page or URL? Any help would be great.

1110
K
Innovator ✨
3 years ago
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User860New Participant
asked in Product Tours
Does the product tour work well on all browsers?

I had set live a product tour. On Safari, when I click next on the first card of my product tour, it doesn't take me to the next card and the page gets stuck. Is this behavior expected?

160
Eric Fitz
Employee
3 years ago
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User860New Participant
asked in Product Tours
How to make sure that the product tour is shown only to new users who've just installed the app?

When I set the tag as 'users' for my product tour, it's shown to my existing users as well. But I'd like to show the product tour only to new users (first-time install). What's the setting or how can I help achieve this?

930
U
3 years ago
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User855Connector
asked in Product Tours
Need tour steps pointing to different CSS Classes on Desktop vs. Mobile with same product tour...

I have a setup a product tour for a webpage which works fine on desktop browser. Unfortunately, certain components in the desktop view are not present in the mobile view… so is there a way to point a specific tour step one-way in desktop view, but point differently or un-point it in mobile view – with same product tour? I am also considering turning off the tour altogether on mobile view … for which I tried to add the does not contain OS = Android and does not contain OS = iOS settings… but it doesn’t seem to work. I suspect that maybe the Intercom tracking code needs to explicitly pass OS (and browser) to Intercom? Where can I find a code snipped on that?

440
R
Top Expert ✨
3 years ago
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ВалентинNew Participant
asked in Product Tours
Can't use Product Tour anywhere (3rd level domains)

Hi there! We have a 3rd level customer domains and I want to use Product Tour everywhere, demo.***.com, demo2.***.com, etc.***.com, but can't do this :( Im trying this *.***.com, but can't save

1230
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Top Expert ✨
3 years ago
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ClaudiuNew Participant
asked in Product Tours
Is it possible to run product tours for web apps and guide a user through multiple pages of your web app?

In our web app a user has multiple sites that they manage. I want the product tour to start when the user has entered into a site for the first time. However, the link changes with the site ID for each user so will product tours work in this case? I've tried it in Intercom and I can't get it to work.

320
K
Innovator ✨
3 years ago
B
BreannaNew Participant
asked in Product Tours
How can I share product tours in articles if the product tour has a variable?

I'm trying to link product tours in an article, but because the domain portion of the site is a variable, it isn't translating.  From within the product tour settings:Copied into an article:{{custom_data.domain}}/pages/settings?product_tour_id=171721 Linking tours works everywhere else within Intercom, just not in the articles. Am I missing something, or is this just not possible as of now?

370
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Top Expert ✨
3 years ago
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User31New Participant
asked in Product Tours
How to make sure a user doesn't see more than one or two tours?

We're currently using product tours to inform logged in users about new features we've added. If a user hasn't logged in for a while, there's a chance there will be too many tours popping up and the tours might become annoying. I was thinking of adding the "Last contacted less than a day ago" but not sure if that also updates if a users sees a tour. So, for example, a user logs in, sees a tour, the "Last contacted less than a day ago" is updated, so they won't see the 2nd tour because they were contacted earlier that day. If they log in later that week, then they'll see the 2nd tour. I'm open for suggestions if there's another way to do this!

160
U
3 years ago
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SallyNew Participant
asked in Product Tours
Why is my Product Tour not showing?

I tested my product tour and it worked perfectly, however now it has stopped working. I have built it again and still no joy. It is aimed at just users on the first visit to the page. Any ideas or suggestions?

1540
J
4 years ago
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User21New Participant
asked in Product Tours
Anyone else experiencing issues with Product Tours?

Product tours are sending to all user no matter whether they are turned off or not. 😳

100
Eric Fitz
Employee
4 years ago
P
Pedro HNew Participant
asked in Product Tours
Any hints and tips for Product Tour? I can't get my to show just for the first time in a URL.

So I have a URL that ends in "/documents" and I set up my Tour and it works with the universal link (Use your tour everywhere), but not when someone first arrives at that URL.

970
P
4 years ago
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User544New Participant
asked in Product Tours
Is it possible to show Product Tours to the same user more than once?

Say to notify them that they had a message on our site.Thank you.

850
R
Top Expert ✨
4 years ago
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Leah L11Connector
asked in Product Tours
What integration is required for product tours?

I'm not sure if anyone has experienced this, but I've stepped into our Intercom usage after the Marketing team had already integrated to use Intercom's in-app popups for marketing messages. Throughout different ownership and passing this product around, we're not really sure what had been done integration wise. But, it is my understanding that the messenger code must be installed to have product tours work properly. I'm looking at integrating this by the end of January, and when doing an initial proof of concept, I'm getting some weird messages that parts of our application can't be accessed through the preview tool, which makes me think we never fully integrated with Intercom since we're using different use cases outside of the support messaging functionality. Has anyone else experienced this? I'm not really sure where to go internally, as it doesn't seem like anyone knows!  Thanks!!

270
L
4 years ago
S
Sam vNew Participant
asked in Product Tours
I'd like to know why the Messages (Events/Steps) in my Series don't trigger each other?

I’m in the process of creating a tour for the onboarding of our platform. I’m using Series to make this happen but I’m encountering a few problems and I can’t seem to find the solutions anywhere; hence this post. What I’m trying to do is to start a tour, after some input from a user (e.g. reacting to a banner or a bot) I want to start the next tour. So the happy flow of my series looks like this:1. Entry rules are met2. Start tour A3. Upon finishing, it shows either a banner or the bot in the chat and waits for user input4. Start tour B5. Finish series At the moment, when I finish one of the steps from above, it doesn't trigger the next step. It does trigger the next step once I refresh the page, but I want it to trigger instantly after the previous step (without having to reload the page). It seems like a bug.

940
S
4 years ago
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Matt JNew Participant
asked in Product Tours
How do I start a tour on the second visit to a page?

We take a newly registered user from the login landing page to a different page to go through the onboarding tour. After that, I want to kick off a page-level tour the next time they visit the login landing page.  I can set tours up based on the referral page, but I don't know what page the user will have last visited before coming back to the landing page again. Any ideas?

330
R
Top Expert ✨
4 years ago
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Thomas N12New Participant
asked in Product Tours
How can I test my custom button that 'should' start a tour in my local environment

Hi All! I'm trying to create a button that starts a tour via the Intercom('startTour', 123); method. How can I test this without having to deploy to production first? Currently I'm only getting a 403 'This domain has not been whitelisted for the Intercom app defined in the JavaScript snippet.' I've added both 0.0.0.0 and 127.0.0.1 to my trusted sites  

4900
T
4 years ago
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Sam vNew Participant
asked in Product Tours
I'd like to know why my Series can't be triggered multiple times? (e.g. for testing)

I’m in the process of creating a tour for the onboarding of our platform. I’m using Series to make this happen but I’m encountering a few problems and I can’t seem to find the solutions anywhere; hence this post. It seems like whenever a user (in this case it's me) finishes a Serie, I can't seem to trigger it again. Not in an incognito window, not after deleting local storage and cookies, and the workaround given to me by support unfortunately (making a change in the Series and setting it live again) failed as well. I was expecting that the Serie is triggered every time a user meets the Entry Rules.

450
M
4 years ago
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User488New Participant
asked in Product Tours
Why is the Product Tours builder telling me that the Messenger is not installed?

hello! I have an error message when I try to set-up a new product tour. It says to check that Messenger is set-up on the URL but it should be normally.Thanks

320
U
4 years ago
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