Guide: Visitors vs. eligible visitors
I have the following problem with (at least) one of my guides:
- My guide should automatically appear when a user goes to a specific page in our app
- I see the number of visitors (5) and the number of eligible visitors (103).
- If I check the segment via people > segment, I see that the correct people are in that segment. Which is good :)
- I know (from our internal database), that more than these 5 people out of the 103 eligible users where indeed on the targeted page in the app.
How does this come? Is the guide not rolled out to everyone at the same time (e.g. a staged roll-out)? Any other ideas?
I am happy to hear any kind of tips :)
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Hi Luisa Prummer! Thanks for your patience while we work through our backlog here. Hopefully you've solved this issue by now, but in case you haven't I wanted to share some helpful tips.
Here are some possible explanations for why more users aren't seeing your guide despite being eligible for it based on your segment criteria:
Delayed loading: Pendo guides can sometimes take a few seconds to load on a page, especially if there are other resources on the page that are slowing it down. If users are leaving the page before the guide has a chance to load, they may not see the guide
A/B testing: Pendo allows you to create multiple versions of a guide and run them as an A/B test. If you have set up an A/B test for your guide, it's possible that some users are seeing a different version of the guide than the one you are expecting.
Guide conditions: Make sure that the conditions for your guide are set up correctly. If the conditions are too specific, some eligible users may be excluded. If the conditions are too broad, some ineligible users may be included.
Timing: It's possible that some users are accessing the page outside of the time range you specified for the guide to appear. Double-check the timing settings for your guide to make sure that it is set up to appear at the correct time.
Browser compatibility: Pendo guides are compatible with most modern browsers, but there may be some edge cases where the guide does not display properly on certain browsers or devices. Make sure to test your guide on a variety of devices and browsers to make sure that it displays correctly.
If none of these explanations seem to apply to your situation, it's possible that there may be a technical issue with your Pendo implementation. In that case, you may want to reach out to Pendo support for assistance.
Hope this is helpful!
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