Issue

I configured my Smart Walk-Thru to play automatically but it is not playing when I expect it to. How do I fix this?

Solution

There are a few reasons why a flow will not auto-play as expected.

Engagement frequency

1. Check the frequency of the auto-play rule
2. If it is set to play “Once” or “Once a Day”, try clearing your cache and cookies to see if it will reappear

Multiple auto plays

Only one Smart Walk-Thru can autostart at any given time, or it may prevent your intended flow from starting (this does not include ShoutOuts).

1. Check that no other flow is configured to auto-play on that page
2. If you have other Smart Walk-Thrus set to auto-play, review their engagement rules to ensure they are not able to play at the same time
   

Segmentation

Segmentation affects auto-play as well.

1. Check if your Smart Walk-Thru is segmented to only appear on a specific page
2. It will not be able to auto play on the pages where it does not meet segmentation conditions
   

Element visibility

Auto-play rules are only checked at page load. That means if you are basing your auto-play rules on an element that does not immediately appear after a page refresh, the auto-play will fail.

Workaround:

1. Use a single URL rule for the auto-play condition
2. Set a “Wait for” condition at the beginning of the flow to wait for that element to be visible

Wait For Steps: Getting Started Guide