Some questions are better shown than explained. If you've built product tours, Kai can start one during a conversation — someone asks how to set up notifications, and instead of a paragraph they get walked through the screen.
Open the product tour and check four things.
The tour is live. Drafts and paused tours are never offered.
“Allow Kai to suggest this product tour” is on. It's on for new tours, so this is usually already the case.
The Description field is filled in. This is the one people miss — a tour with an empty description is invisible to Kai no matter what else is set.
The tour has a start URL, so there's a page to open it on.
The description is the only thing Kai knows about the tour. It doesn't read the steps. Write what the tour shows, in the words a customer would use:
“Show how to configure notification settings.”
“Walk through connecting a payment provider.”
“Guide someone through creating their first project.”
Names that mean something internally — “Onboarding v3”, “Q2 activation flow” — give Kai nothing to match a question against. If two tours have similar descriptions, Kai has no reliable way to tell them apart, so make each one specific about the task it covers.
When the customer asks to be shown something. Kai doesn't launch tours on its own initiative or based on browsing behaviour — taking over someone's screen uninvited would be worse than a bad answer, so it waits to be asked.
Open the messenger in your own product and ask to be shown the thing the tour covers, in ordinary words. If nothing happens, work through the four requirements above — an empty description and a tour that was never set live account for most cases.
