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Automatically show your Product Tour to the right customers
Automatically show your Product Tour to the right customers

Guide a target audience with a tour when they visit a specific page.

Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Once you’ve designed your Product Tour, the next step is to automatically show it to a target audience.

For example, you could drive faster adoption by:

  • Onboarding new users when they sign in to your product for the first time.

  • Highlighting a new feature to existing customers to encourage them to adopt it.

  • Giving website visitors extra context when they visit your product pages.

  • Proactively resolve customer issues by sharing a tour that shows them the solution.

Here’s how to set it up:

When to send the tour

First, choose when to send your message. You can use event triggers, or date triggers to have tours send more than once:

Where to send it

Next, define the page URL your tour should start on. By default, the website URL you built your tour on will be selected, but you can edit this rule and choose any page in your app:

Important: If your tour uses pointers, make sure the page you choose has the website element the first pointer in your tour points to. This will ensure your tour shows for customers.

You can also use ‘contains’ to be more flexible, like targeting groups of pages or pages that contain unique parameters (like user ID). For example, you could choose to target page URLs that contain ‘notifications’ to target customers in their notification settings.

You can add as many page URL rules as you need to target the right pages.

Pro tip: It's a good idea to copy and paste the URL from your app or site directly, as this will catch any characters hidden in your browser's address bar, like trailing slashes.

Target a specific audience with your tour

You can target a specific audience to automatically show your tour to. First, choose to target users, visitors or leads:

Then, choose the rules for the audience you’d like to target. For example, if you’re onboarding new users, you could target them based on when they signed up and if they’re on trial.

Important: If a customer matches the audience filters for more than one tour, they will receive whichever one was most recently updated.

Or, if you want to target your most engaged website visitors with a tour that explains your product, you could target them based on the number of pages they’ve viewed on your site, and the website they came from. Learn more about how filters work here.


There are some cases where company data won't work for tours:

  1. We currently can't support company data in tours on the Help Centre: this means that we will be triggering tours on help centre pages, but not supporting company attributes in tour steps and in the tour shareable URL. The issue here is that, in the help centre, we only get the app_id from the intercom settings and hence we have no information for company_id available on any of the help centre article pages.

  2. We currently can't support company data in tours started by customers integrated via Segment: this is an issue with the Segment App/Integration. We expect users to ping once, with all necessary information (including company data) available immediately. However, users with the Segment integration ping three time in a row, with each ping updating the user information and only the final ping has all the information we require.

What’s next?

Once you’ve set up automatic targeting - the next step is to share your tour. You can share it in workflows, messages, conversations, emails or anywhere else.


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