Overview

Find short answers to common Product Tour questions. For the full setup process, use Creating Product Tours. For a tour that does not work as expected, use Troubleshooting Product Tours.

Compatibility and setup

Do I need to install anything before building a tour?

Yes. The Featurebase Messenger must be installed for the same workspace on the website where you build and show the tour. Install it on every page used by a multi-page tour.

Can I use tours on mobile?

Product Tours are for desktop websites and web apps. They do not display in mobile browsers or native iOS and Android apps.

Can I build on a local or staging website?

Yes, if the Messenger is installed for the same workspace. Before launch, check the page rules, shared start URL, and page-change destinations. They must point to pages your customers can access.

Can I build a tour behind a login?

Yes. Open your product in the builder window, sign in, and go to the page where the tour should start. The Messenger must also be installed on the pages shown after sign-in.

Can I target visitors as well as signed-in users?

Yes. Choose the relevant audience type under Show your tour automatically. Use audience and trigger rules to match the tour to the person's context and access.

Building and content

How many steps can a tour have?

A tour can have 1-50 steps. Keep it focused on one useful outcome; the limit is not a recommended length.

What is the difference between a Message and a Tooltip?

A Message appears in the center of the page without pointing to an element. A Tooltip points to a selected control or other element. In the dashboard's step previews and analytics, these are called Post and Pointer.

Can I add video pointers?

Video pointers are not supported. Use Message or Tooltip steps with text and images.

Can a tour continue across several pages?

Yes. Use Click progression on a control that opens the next page, or enable Open a page on Next on a Button step. Add the next step on the destination page. The creation guide covers both methods.

Can I translate a tour?

Yes. Select a language in the dashboard, then open the builder to edit that language's step content. Translate custom button labels and other customer-facing text too. Review the language and fallback rules and preview each language before launch.

Customer experience

What happens when someone closes a tour?

Closing ends the current attempt. With Send once, the tour does not start automatically again after its first view. Repeat delivery follows the configured frequency and limits, so closing a repeating tour does not permanently opt the person out.

The customer can also start an available shared tour from its link or an app button.

How does snoozing work?

If enabled, Snooze appears on the first step of a tour with more than one step and hides it for 24 hours. It can then return on a matching page, even if the original audience rules or send window no longer match.

Can customers restart or go back one step?

Enable Restart button to let customers return to the beginning from a later step. There is no customer-facing button to go back just one step.

Restarting does not undo changes the customer made in your product. Test restart behavior carefully when the tour includes fields or actions that change data.

Can two tours appear at the same time?

No. Only one tour runs at a time. When several automatic tours match, the most recently updated eligible tour takes priority.

Will other messages appear during a tour?

Chat popups, notifications, and Banners are hidden while a tour is active, and Surveys wait until it ends. This keeps other messages from interrupting the tour.

Do shared tours use audience rules?

No. Shared links and app buttons bypass automatic audience rules, page triggers, and frequency limits. They let the customer request the tour. Your product's own permissions still control access to its pages and features.

Editing and availability

Can I edit a live tour?

Yes. Edit and preview the steps, save the builder changes, and apply any dashboard review before saving the tour. Customers already taking it keep the version they started.

Can I change the website used to build a tour?

Yes. In the builder's Settings, click 'Change' beside Built on. After changing the website, check the delivery URLs and preview the tour again.

Analytics

What counts as a completed tour?

A tour is completed when its final step appears. The customer does not need to click Done for completion to count. Single-step tours have no separate Completed metric.