Interactive guided tours

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Conversa Labs

Last updated on Sep 8, 2026

Overview

Interactive guided tours are a step-by-step walkthrough layered on top of the ConversaLabs screen itself: the platform dims the background, spotlights the item in focus (the sidebar, a button) and shows a tooltip explaining what to do there. Unlike the static "Getting to know the interface" article, here you are guided through the real interface, clicking and advancing one step at a time.

Tours are role-aware: there are distinct first-run tours for agents and for administrators, each highlighting what matters to that profile. On top of that, there are per-module tours — CRM, Calendar, Payments, WhatsApp Hub, Contacts, Reports and more — so you can explore each area at your own pace.

Prerequisites

The Guided tours feature (guided_tours) enabled for the account. Without it, no tour appears.
A signed-in user.
The set of per-module tours follows the modules enabled on the account and your access profile.

Step by step

First login: if automatic start is enabled, the first time you sign in the welcome tour starts on its own — the admin tour if you are an admin, or the agent tour otherwise.
Move through the steps: each step is anchored to a real spot on screen (sidebar items such as Conversations and Notifications) or centered (welcome and finish screens). Use the buttons to go to the next/previous step.
Watch the videos: some steps include a short tutorial video to complement the text.
Leave anytime: you can skip or dismiss the tour whenever you like.
Reopen a tour: use the command bar (⌘K) and search for the tour you want, or click the tours launcher (graduation-cap icon) in the sidebar. If the tour was already completed, it is played again (replay).
Manage the account: with account-settings permission, go to Settings → Onboarding & Tours to enable or disable automatic start and, after confirmation, re-present tours to everyone.

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.
Per-account and per-user progress: each tour's state (completed, dismissed or in progress) is saved in your preferences (ui_settings.product_tours_by_account). A tour in progress resumes where you left off.
Resume where you stopped: if you closed it midway, the tour returns to the last step you saw.
Tutorial videos by language: managed by the operator in Super Admin → Tour videos. Each step-and-language combination (en, pt_BR or es) can have its own video. The platform requests the current dashboard language; when there is no exact version, it uses English and then another available version in a deterministic order. Legacy records without a language keep working until the migration is applied.
Account-wide automatic start: in Settings → Onboarding & Tours, the administrator decides whether unseen tours may start on their own (custom_attributes.guided_tours.autoplay). Turning it off does not hide or delete tours: the launcher, command bar and replay remain available.
Reset for the whole account (admin): an administrator can re-present the first-run tours to every user from Settings → Onboarding & Tours. After confirmation, the server stamps a marker (custom_attributes.guided_tours.reset_at): any progress earlier than that date is treated as "unseen" without deleting individual history. Tours only start automatically when automatic start is enabled.
New tour version: when a tour is updated, it is treated as new again.

Use cases

Onboarding new agents: the agent tour introduces the inbox and conversations right on the first login, with no manual training.
Refreshing the team after a major update: the administrator resets the tours for the whole account and everyone sees the updated walkthrough again.
Learning a specific module: open the CRM, Calendar or Payments tour from the launcher the first time you use that area.
Operating commerce history safely (admin): the Catalog tour shows where to preview and explicitly select earlier Hotmart or Kiwify sales, inspect or undo an eligible import, and review or replay catalog webhook deliveries. The Settings tour points to the account webhook delivery history; role, permission and feature gates still apply to every step.

Tips, limits & best practices

You can skip or dismiss the tour at any time — it never blocks your work.
Agents and administrators see different tours; it is normal for a colleague to see another sequence.
Tours only appear when the Guided tours feature is on for the account.
To revisit content, prefer the replay via ⌘K or the launcher instead of hunting for the article — the tour shows the real screen.

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.
The tour did not appear on first login: check that the Guided tours feature is enabled, that automatic start is enabled, that you have not already completed/dismissed it, and that the tour matches your role (agent vs administrator).
I want to see it again: open the command bar (⌘K) and search for the tour, or use the tours launcher (graduation-cap icon) in the sidebar — completed tours play as a replay.
A module tour is not in the list: the module may be disabled on the account or outside your access profile.
I want to re-present it to everyone: an administrator can reset the first-run tours for the whole account in Settings → Onboarding & Tours. The action asks for confirmation.