Issue

A Smart Walk-Thru is configured to play automatically but isn't playing when expected.

Solution

Work through the checks below to find the cause.

Engagement frequency

Check the frequency setting on the Auto Play rule. If it's set to Once or Once a day, clear your cache and cookies and try again — the Smart Walk-Thru may have already played for that session.

Multiple Auto Plays

Only one Smart Walk-Thru can auto-start at a time. If another Smart Walk-Thru is already set to auto-play on the same page, it may be preventing your intended flow from starting. This doesn't apply to ShoutOuts.

Check whether any other Smart Walk-Thrus are configured to auto-play on that page and review their engagement rules to make sure they can't play at the same time.

Segmentation

Segmentation affects Auto Play. If your Smart Walk-Thru is segmented to appear only on specific pages or for specific users, it won't auto-play anywhere the segmentation conditions aren't met.

Confirm the segmentation rules evaluate as true on the page where you expect the Smart Walk-Thru to play.

Element visibility

Auto Play rules are only checked at page load. If your Auto Play rule is based on an element that doesn't appear immediately after a page refresh, the Auto Play will fail.

To work around this:

1. Use a single URL rule for the Auto Play condition
2. Add a Wait For step at the beginning of the flow to wait for the element to become visible

Wait For Steps: Getting Started Guide