What it does
Listens for keywords in Intercom conversations and automatically triggers a relevant product tour or series.
Why I recommend it
Users want self-serve guidance; reps can focus on higher-value work while tours educate.
Expected benefits
- Higher feature adoption
- Faster onboarding for self-serve users
- Reduced repetitive explanations for support
- Better measurement of tour effectiveness
How it works
Conversation keyword or tag -> Intercom workflow launches matching tour -> logs completion -> notifies rep if user still confused.
Quick start
Set up manual macros to share relevant tour links, then automate triggers once proven.
Level-up version
Incorporate user role, plan, and past tours; escalate to CSM when tours don’t resolve questions.
Tools you can use
Messaging/Product tours: Intercom, Appcues, Userpilot
Automation: Intercom Workflows, Zapier
Also works with
Drift playbooks, Pendo guides.
Technical implementation solution
- No-code: Intercom workflow -> trigger tour when tag applied.
- API-based: NLP service classifies intent -> Intercom API starts tour + logs analytics.
Where it gets tricky
Ensuring tours stay up to date, avoiding duplicate triggers, and handling users on restricted browsers/ad blockers.
