Help when someone is stuck
Skavelo offers a question when a user seems stuck, before they give up or open a ticket.
Most people who get stuck don't ask for help. They press the same button again, or retry a form, then leave. Skavelo watches for three signs and offers a question about it above the launcher:
| What the user does | What Skavelo offers |
|---|---|
| Presses a switched off button a second time, such as Create campaign before setup is finished | "Why can't I use “Create campaign”?" |
| Sees the same error come back, such as a form refused twice for the same reason | Help with that message |
| Presses one button five times in a few seconds, when nothing seems to happen | "Is “Export” not working?" |
If they click it, Skavelo answers straight away. For a switched off button, the question includes your app's own tooltip or note for it, such as "Verify your sending domain first", so the answer can explain what to do.
When it shows
- At most once every two minutes, three times a visit, and never twice for the same thing.
- Never while the widget is open, a walkthrough is running, or Skavelo is answering.
- It goes away by itself after 25 seconds, and the user can close it.
Errors are read from the parts of the page your app marks as alerts, such as role="alert" messages, error toasts and fields marked aria-invalid. Buttons pressed many times on purpose, like + and Next, are left alone.
Privacy
Nothing is sent to Skavelo unless the user clicks the offer. Text inside anything marked data-sk-sensitive, password fields and the widget itself are never read.
Turning it off
It's on for every agent. To turn it off, open the agent's Suggestions tab and switch off Offer help when someone seems stuck.
Developers can follow it with the stuck event.