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


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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

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

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Racheal
Intercom Team
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  • Customer Support Engineer
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  • August 16, 2022

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


  • Author
  • New Participant
  • 1 reply
  • August 16, 2022

thank you! makes sense

 


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