When designing your Product Tour, you first need to choose a website where you’d like to build it: 

Sometimes, when you open your website, the tour builder (this blue bar?) doesn’t appear. 

If you can’t see the tour builder, there are two things you should check:

Check if the Messenger is installed on your site

To design a Product Tour, the Messenger must be installed on the site you want to build it on. If it's not installed, the tour builder won't load. For example, if you want to build a tour in your product, but you only have the Messenger installed for logged-out visitors, the tour builder won't appear inside your product.

If you don't have the Messenger installed, read these guides to get started: 

Ensure you’re in the right Intercom workspace 

If you have multiple Intercom workspaces (e.g. for different websites), make sure the one where you’re designing the tour is the one installed on the page where you’re building it. 

To check this, look at the workspace ID in the URL of the Product Tours page in Intercom:

Then, open your browser’s console on the page where you’re building your tour and paste in the following command window.intercomSettings.app_id

If these IDs don’t match, you’ll need to navigate to the correct workspace in Intercom, and start building the tour there.

Still having trouble? 

If you have the correct workspace installed on your site, and the tour builder still isn’t loading, chat to us in the Messenger and we’ll be happy to help.

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