Features / Self-serve
Guided walkthroughs
Show them, rather than telling them
Step-by-step guides that run inside your product, so the answer to 'where do I find that' is a walkthrough rather than a paragraph.
How do I submit an invoice to a vendor?
Not switched on yet, and you can check it: a walkthrough can only be a draft or archived. There is no published state to move one into, so nothing here can reach a customer today.
What it does
- Steps that point at the real thing on screen
- Launched from a conversation or from the help center
- Built from stable components rather than brittle guesses
- Tracked, so you can see where people fall out
Without it
Explaining where to click is the most repeated work in support
'Where do I find that' takes four messages
You write two paragraphs describing a menu. They click the wrong thing and send a screenshot of the wrong page. The control they wanted was one click from where they started.
The help article is correct and useless
It says go to Settings, then Billing, then Payment methods. Their screen says something slightly different because they are on the older plan, and now you have a support conversation about a help article.
Your screenshots are of last year's product
One redesign and forty images are wrong. Nobody has a spare day to reshoot them, so the documentation quietly stops matching the software and everyone learns to skip it.
How it works
They ask in the widget, in their own words
'How do I submit an invoice to a vendor?' arrives in the assistant like any other question, from inside the product, on the page they are stuck on.
What they see
How do I submit an invoice to a vendor?
The answer comes back as numbered steps
A short checklist appears in the widget: done, current, and still to come. They can see where they are and how much is left before they start.
Each step points at the real control
Show me dims the page and puts a ring around the actual thing on screen, with a note beside it saying what to do and which step this is. They click it themselves, in their own account.
Steps anchor to your components
A walkthrough attaches to stable parts of your interface rather than to pixel positions, so a layout change does not silently break every guide you wrote.
You see where people fall out
Progress is tracked step by step. A step that most people abandon is telling you something about the product, not just about the guide.
What it means for you
The answer is a click, not a paragraph
Nobody has to translate your instructions into their screen. They finish the task in the place they were already sitting, and the conversation ends there.
Your best answers stop rotting
A walkthrough that runs against the live product cannot show a menu that no longer exists, which is more than can be said for a folder of screenshots.
You find out which part of your product confuses people
A step everyone gives up on is a design problem with an address. That is a different conversation from 'support volume is up'.
The honest limit: Guided walkthroughs are not switched on yet. The design is built and running as an interactive prototype, and the surfaces they will run inside, the widget and the help center, ship today. Until walkthroughs are live, the answer to 'where do I find that' is still an article or a reply.