what is considered as “when user encounter failure” in a tour.

  • 14 August 2022
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i’m creating series which has a path where user completes tour then a custom bot comes up. however, if the user cancels the tour, I want the bot to still come up after they cancel. i don’t see a rule that caters to this. is this simply 'when user viewed tour'? tour rules


Best answer by Racheal 16 August 2022, 03:09

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Hey @ima​ Racheal from the Support Engineer team here 👋


'Has encountered failure on the tour' refers to any time that a user encounters an issue with being able to move forward within a tour. Most commonly this means that the tour was unable to find a CSS selector for a pointer step which will cause the tour to fail. If a user simply exits out of the tour themselves by clicking on the "X" on any of the steps, this will not register as a failure.


If you'd like the Custom Bot to trigger no matter what, you actually don't need to add an additional rule here at all! You can simply leave "when delivered" like so:

Screen Shot 2022-08-15 at 8.08.32 PM

thank you! makes sense