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Hello !!

 

We've created a banner with a link to a product tour. When the banner pops up, we click on the link, a new tab opens up with the right url with the right product tour ID in it, but the product tour does not launch.

 

Have you any idea on why it is so?

 

Thanks a lot!

Best

Hélène

Hey @hardy h​ !

 

Your Product Tour may not be showing or sending for a number of reasons. I'll review a few, but let me know if this does not sound familiar to your case.

 

  1. Intercom Messenger must be installed on the page the tour is built on. If the Messenger isn’t installed on the page you built the tour on, the tour will not work.
  2. If the CSS selector of the first pointer step is not present on the page —this doesn’t need to be the first step of the tour, but it does need to be the first pointer step of the tour.

Would you be able to check if any of these reasons apply to what is occurring for you? We also have a helpful article on testing your tour which could help identify and fix the issue that's occurring

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