Overview

Product Tours guide your users through your product with a series of steps that appear right on your website. You build the tour on your live site in a builder window, then show it automatically to people who match your rules, or start it from a link, your own code, or a Workflow.

Before you start, check that:

• The Featurebase Messenger is installed on the website where you build and show the tour. See Messenger installation

• Support is turned on in your workspace. If it is off, the tour editor shows a switch to turn it on

• You have the Manage Outbound permission to create tours, and Manage Outbound State to set them live

Create and build your tour

Create a tour

1. Go to Dashboard → Outbound

2. Click New message

3. Choose Product tour

4. Choose Start from scratch or one of the tour templates

The tour opens in the editor. Under Create your tour, set the header and colours:

• Show sender as header: Shows a teammate, a team, or Fibi at the top of each step. Turn it off to show your own Header text instead

• Use custom colour: Sets the colour of buttons and highlights. When off, the tour uses your brand colour

Open the builder on your website

1. Under Create your tour → Tour steps, click Add steps

2. In the new window, enter the Website URL of a page in your product, then click Open website

3. Go to the page where the tour starts, then click Set start page

The builder opens on top of your site. If you see Messenger not detected, install the Messenger on that website and click Try again. On a page that needs a login, sign in first. Local addresses such as localhost:3000 also work.

Add steps

Add each step with Add post or Add pointer:

• Post: A message that does not point at an element. Posts always move on with their button

• Pointer: A message attached to an element on the page. Click the element that the pointer shows, then write the text

For each pointer, choose how the tour goes to the next step:

• Button: The user clicks Next, or Done on the last step

• Click: The user clicks the highlighted element

• Fill in: The user fills in the highlighted field

To continue the tour on another page, go to that page in the builder window before you add the next step. On a step that moves on with its button, you can also turn on Open a page on Next.

Click Done to finish each step. When the tour is ready, click Preview tour to play it on your site, then click Save. The steps then appear under Tour steps in the dashboard.

Choose how people start the tour

A tour reaches people in one or more of these ways. You need at least one of the first two turned on before you can set the tour live.

Show it automatically

Show your tour automatically is on for every new tour. Use its page rules to choose where the tour shows, and its audience rules to choose who sees it. If a person matches more than one tour, the most recently updated tour shows. See Outbound message rules for how rules work.

Under Frequency and scheduling, the default is to send once. Once a person has seen the tour, it does not show to them again, even if they closed it early.

Start it from a link or your code

1. Open Start your tour from anywhere. It is off for new tours, so click Turn this back on

2. In Where should this tour begin?, enter the full URL of the page where the tour starts. Click Insert attribute to add values such as a company ID

3. After you set the tour live, click Copy link

Share the link in emails, Help Center articles, Inbox replies, banners, or changelog entries. To start the tour from a button in your app, use the code snippet shown in the same section, for example Featurebase('startTour', '<tour ID>').

Send it from a Workflow

Add the Send a product tour action to a Workflow to send a Messenger card that starts the tour. The tour must be live, and Start your tour from anywhere must be on. The card shows only in the web Messenger.

Set the tour live

Click Set live. A checklist shows anything that blocks the tour, such as a pointer step with no element, with a link to the section that fixes it.

New content on a live tour can show Waiting for safety review next to its state for a short time. People see the new content when the check ends. To pause a live tour, click Pause.

See how your tour performs

After the tour is live, click Analytics in the tour header. You can see:

• Views: People who saw the first step

• Completed: People who finished the tour. Shown only for tours with more than one step

• Issues: Problems such as a pointer whose element was not found on the page

A step funnel shows how many people reached each step, so you can find where people stop. For more on reports, see Outbound analytics.