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Guided Tours

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Conversa Labs

Last updated on Sep 8, 2026

Overview

Guided Tours are interactive tutorials inside the platform itself. They highlight interface elements step by step (with a spotlight) and can include short videos to explain each feature, speeding up team onboarding without leaving the screen.

Tours are modular and role-aware: each person sees the tour suited to their context, and progress is remembered per account and user (you resume where you left off).

Prerequisites

  • Guided Tours is an optional feature and must be enabled for your account. If you don't see tours, they may not be active — talk to an administrator.
  • To attach or replace the video for each step, you need platform administration (super admin) access. The sequence and highlighted controls follow the installed product version.
  • Being signed in: tour progress is saved on your user.

Step by step

For the user (take a tour):

  1. Open Guided tours in the sidebar footer (or search for a tour in the command bar).
  2. Choose Start, Resume or Replay. A first-visit tour can also open automatically when autoplay is enabled for the account.
  3. Follow the highlighted steps on screen; go forward, back or skip as needed. Multi-page tours navigate to the correct screen or tab for you.
  4. Watch the short videos where available.
  5. On completion, the tour is marked as seen for your user.

For the administrator (manage content):

  1. Enable the guided tours feature for the account.
  2. In the platform administration panel, manage the per-step videos by their media key.
  3. Publish and validate the experience from an agent's point of view.

Find the right tour

The launcher groups tours into Getting started, Support, Customer relationships, Operations, Growth and sales and Settings. Search by name or category, then scroll the list to choose a tour. Search ignores accents and uppercase letters. Close and reopen the launcher to clear the search.

Message scheduling has its own tour: it introduces the list, filters, recurring messages, where to begin scheduling from a conversation, and management settings when you have permission. Administrative areas also have focused tours, including agents, teams, inboxes, automations, integrations, security and profile. The available list depends on your account and access.

Settings & options

  • Account and user isolation: progress belongs to your user in the current account. Switching accounts ends the open tour; progress from another account is not reused. Older unscoped progress is preserved but is not copied automatically to each account.

  • Active resources only: a module tour and its steps require the module to be enabled and the user to have access. Direct start and replay follow the same rules. If access changes during a tour, unavailable steps are removed or the tour ends.

  • Optional videos: Super Admin's step catalog includes steps without a video. Operators can filter videos by module, language and activation. An active video does not enable a module for an account; text guidance remains available without video. Media is refreshed for the current account and language when you change context.

  • Role-aware: the displayed tour adapts to the user's context.

  • Permission-aware: management-only steps, such as gateway settings and reconciliation, appear only to people who can open those screens, including matching custom roles.

  • Per-account and per-user progress: each person resumes where they left off.

  • Steps with video: the administrator can attach short videos to each step.

  • Per-account opt-in: the feature is enabled by the account, not on by default.

Catalog, Payments, Orders and Sales recovery each have their own tour. Together they cover the native lists, import/synchronization ledgers, plans, offers, subscriptions, reports, gateway connections, messages and reconciliation surfaces available to the current user.

In the Catalog tour, the variants step opens the detail of a product already available to the current user and highlights the native variants panel. It does not create a product or contact an external provider. When no accessible product is loaded, the tour remains on the product list and shows the same guidance in a centered card.

Use cases

  • Speed up onboarding of new agents without in-person training.
  • Introduce a new module to the team with a focused tour.
  • Reduce repeated questions by showing "where to click" right on screen.

Tips, limits & best practices

  • Keep tours short and focused — a few steps per tour work best.
  • Use brief videos; they complement, not replace, the highlighted steps.
  • Re-present a tour after major interface changes.

Troubleshooting

  • Search found nothing: clear the search or try a category name. A disabled module or a screen outside your permissions will not appear, even when a video exists in Super Admin.

  • Progress differs after switching accounts: this is expected; use the same account and user to resume a saved tour.

  • I don't see any tour: the feature may not be enabled for the account — talk to an administrator.

  • The tour doesn't resume where I left off: confirm you're signed in with the same user.

  • A step's video doesn't appear: the administrator needs to attach the video to that step in the platform panel.

See also