I’m not sure I’m much help as I haven’t delved too much into Product Tours yet besides trialling them months back. But are you sure the URL keyword isn’t using something with an internal test website or something? And that it’s catching people on your production website? Maybe try tweaking your When to Send to always, and Where to send URL tweaks?

Hi,

It may be that the problem is tied to your "Where to send" rule. You will want to make sure it's set up in a way that’s broad enough for all users, both internal and external, to see.
FYI Since you’re using a keyword in the URL, just check that this keyword is common enough across the pages where you want the tour to appear. Also you will want to give it another look to ensure there aren’t any hidden conditions or restrictions on those URLs that might be blocking external folks from seeing your product tour. 

Hope this helps!

you're running into an issue with your Product Tour not reaching external users, even though the configuration seems correct. One possible reason could be related to the "Where to send" rule, particularly since you're using a keyword in the URL. It's important to ensure that the keyword you're using is broad enough and common across all pages where you want the tour to appear. If it's too specific, it could be restricting the audience to only internal users who might be the only ones triggering that keyword.

Another thing to double-check is if there are any hidden conditions or restrictions on the URLs that might be preventing external users from seeing the tour. Sometimes, small settings like these can unintentionally block external traffic.

Additionally, consider adjusting the "When to send" setting to "Always" if it's not already set that way. This could help ensure the tour is sent out consistently to the right users.

If you've already checked these settings and the issue persists, it might be helpful to re-test with a broader set of keywords or review any other conditional rules that could be in place.