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Whatfix Platform Help

Whatfix平台帮助

Step 1 — Gather context

步骤1 — 收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
  1. What do you need help with?
    • A) Setting up Whatfix on a new app (install, content tagging, segmentation)
    • B) Flows — step-by-step walkthroughs, branching, error recovery
    • C) Smart Tips — tooltips, hover/click triggers, field-level guidance
    • D) Task Lists — sequential onboarding checklists, grouping
    • E) Self Help — in-app help widget, content aggregation, search
    • F) Product Analytics — funnels, user journeys, cohorts, Whatfix AI
    • G) Mirror — sandbox training environment setup
    • H) Surveys — NPS, usability, custom surveys
    • I) Integration Hub — Salesforce, Oracle, SAP, Workday, webhooks
    • J) API — content management, analytics export, tokens
    • K) Pricing / plan comparison
    • L) Something else — describe it
  2. What application is Whatfix deployed on?
    • A) Salesforce
    • B) SAP / SuccessFactors
    • C) Workday
    • D) ServiceNow
    • E) Oracle
    • F) Custom internal web app
    • G) Customer-facing SaaS product
    • H) Not deployed yet
  3. What Whatfix plan are you on? (Standard / Premium / Enterprise / Not sure)
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
若
references/learnings.md
文件存在，请先阅读该文件获取已积累的平台知识。
  1. 您需要哪方面的帮助？
    • A) 在新应用上设置Whatfix（安装、内容标记、用户细分）
    • B) Flows——分步引导流程、分支逻辑、错误恢复
    • C) Smart Tips——工具提示、悬停/点击触发、字段级指引
    • D) Task Lists——顺序式入职清单、分组管理
    • E) Self Help——应用内帮助组件、内容聚合、搜索功能
    • F) 产品分析——漏斗图、用户旅程、用户群组、Whatfix AI
    • G) Mirror——沙盒培训环境搭建
    • H) 调查——NPS、可用性调查、自定义调查
    • I) Integration Hub——Salesforce、Oracle、SAP、Workday、Webhooks集成
    • J) API——内容管理、分析数据导出、令牌管理
    • K) 定价/方案对比
    • L) 其他——请描述具体需求
  2. Whatfix部署在哪个应用上？
    • A) Salesforce
    • B) SAP / SuccessFactors
    • C) Workday
    • D) ServiceNow
    • E) Oracle
    • F) 自定义内部Web应用
    • G) 面向客户的SaaS产品
    • H) 尚未部署
  3. 您使用的是Whatfix哪类方案？（标准版/高级版/企业版/不确定）
跳步规则：若用户的提问已包含足够上下文，可直接跳至步骤2。

Step 2 — Route or answer directly

步骤2 — 转派或直接解答

Problem domainRoute to
In-app messaging strategy (not Whatfix-specific)
/sales-in-app-messaging {your question}
General NPS/CSAT/VoC program design
/sales-customer-feedback {your question}
Customer success health scores, churn prevention
/sales-customer-success {your question}
Connecting Whatfix to CRM via Zapier/Make
/sales-integration {your question}
Product analytics with Pendo instead
/sales-pendo {your question}
If the question is Whatfix-specific, answer directly using the reference below.
问题领域转至
应用内消息策略（非Whatfix专属）
/sales-in-app-messaging {您的问题}
通用NPS/CSAT/VoC方案设计
/sales-customer-feedback {您的问题}
客户成功健康评分、流失预防
/sales-customer-success {您的问题}
通过Zapier/Make将Whatfix连接至CRM
/sales-integration {您的问题}
使用Pendo进行产品分析
/sales-pendo {您的问题}
若问题为Whatfix专属，请使用下方参考资料直接解答。

Step 3 — Whatfix platform reference

步骤3 — Whatfix平台参考资料

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
If the question involves the API, also read 
references/whatfix-api-reference.md
.
Answer the user's question using only the relevant section. Don't dump the full reference.
请阅读
references/platform-guide.md
获取完整平台参考——模块、定价、集成、数据模型、工作流。
若问题涉及API，还需阅读
references/whatfix-api-reference.md
。
仅使用相关章节内容解答用户问题，请勿直接输出完整参考资料。

Step 4 — Actionable guidance

步骤4 — 可落地指引

Focus on the user's specific situation. Common patterns:
  • Setup: Determine which enterprise app to overlay, plan content tagging strategy, configure user segmentation tags
  • Flows: Design step-by-step walkthroughs with branching, use Flow Standby for error recovery
  • Self Help: Aggregate content from multiple sources (Confluence, ServiceNow, knowledge base), configure search relevance
  • Analytics: Build adoption funnels, identify workflow bottlenecks, use Sankey charts for journey analysis
  • Mirror: Create sandbox replicas for training, configure data blurring, design practice exercises
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
聚焦用户具体场景，常见场景模式如下：
  • 配置：确定要覆盖的企业应用，规划内容标记策略，配置用户细分标签
  • Flows：设计带分支逻辑的分步引导流程，使用Flow Standby实现错误恢复
  • Self Help：聚合多来源内容（Confluence、ServiceNow、知识库），配置搜索相关性
  • 分析：构建采用漏斗图，识别工作流瓶颈，使用桑基图进行旅程分析
  • Mirror：创建沙盒副本用于培训，配置数据模糊处理，设计实操练习
若发现
references/learnings.md
未涵盖的注意事项、解决方案或技巧，请补充至该文件中。

Gotchas

注意事项

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  1. Standard plan limits integrations to 2. Premium and Enterprise get unlimited. Budget for Premium if you need Salesforce + SAP + Workday simultaneously.
  2. Auto-translation requires Premium or higher. Standard plan is manual translation only — factor this in for global rollouts.
  3. Content aggregation caps at 2,000 articles on Standard. Premium goes up to 50K. If your knowledge base is large, you'll hit this quickly.
  4. Flows break if users deviate from the exact steps. Users who click the wrong element or navigate off-path drop out and must restart. Design flows with minimal steps and clear visual cues.
  5. CSS knowledge needed for advanced customization. Despite no-code claims, customizing the look of flows and tooltips beyond defaults requires CSS. Default styling looks dated.
  6. Auto-testing not included on Standard. You'll need Premium+ to run automated content tests across app updates.
  7. Custom surveys require Premium. Standard only gets out-of-box survey templates.
  8. Pricing is per-application. Each enterprise app you overlay requires a separate license — costs scale linearly with app count.
基于研究的最佳实践——请重点关注与方案受限功能及集成相关的内容，这些信息可能过时。
  1. 标准版仅支持2个集成，高级版和企业版无限制。若需同时集成Salesforce + SAP + Workday，请选择高级版方案。
  2. 自动翻译功能需高级版及以上，标准版仅支持手动翻译——面向全球部署时需考虑这一点。
  3. 标准版内容聚合上限为2000篇文章，高级版可扩展至5万篇。若您的知识库内容较多，很快会触及该上限。
  4. 若用户偏离预设步骤，Flows会失效。点击错误元素或跳转至其他页面的用户会退出流程，需重新开始。设计流程时应尽量减少步骤，并添加清晰的视觉提示。
  5. 高级自定义需具备CSS知识。尽管宣传为无代码工具，但要对Flows和工具提示进行默认样式之外的自定义，仍需CSS技能。默认样式较为陈旧。
  6. 标准版不包含自动测试功能，需高级版及以上才能在应用更新时运行自动化内容测试。
  7. 自定义调查需高级版，标准版仅提供开箱即用的调查模板。
  8. 定价按应用收取。每个被覆盖的企业应用都需要单独授权——成本随应用数量线性增长。

Related skills

相关技能

  • /sales-in-app-messaging
    — In-app messaging strategy across platforms (Whatfix, Pendo, Appcues, Braze). Install: 
    npx skills add sales-skills/sales --skill sales-in-app-messaging
  • /sales-pendo
    — Pendo platform help (product analytics, guides, session replay, NPS, API). Install: 
    npx skills add sales-skills/sales --skill sales-pendo
  • /sales-customer-feedback
    — NPS, CSAT, VoC strategy and platform comparison. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-customer-success
    — Customer success strategy: health scores, churn prevention, onboarding. Install: 
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-in-app-messaging
    — 跨平台应用内消息策略（Whatfix、Pendo、Appcues、Braze）。安装命令：
    npx skills add sales-skills/sales --skill sales-in-app-messaging
  • /sales-pendo
    — Pendo平台帮助（产品分析、指引、会话重放、NPS、API）。安装命令：
    npx skills add sales-skills/sales --skill sales-pendo
  • /sales-customer-feedback
    — NPS、CSAT、VoC策略及平台对比。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-customer-success
    — 客户成功策略：健康评分、流失预防、入职引导。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-do
    — 不确定使用哪个技能？该路由可将任何销售目标匹配至合适的技能。安装命令：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: Users aren't completing Salesforce training flows

示例1：用户未完成Salesforce培训流程

User says: "We deployed Whatfix on Salesforce but only 30% of users finish the opportunity creation flow. How do I improve completion?" Skill does: Analyzes Flow design — checks step count (aim for 5-7 max), verifies Flow Standby is enabled for error recovery, reviews targeting (are the right users seeing it?), suggests splitting long flows into smaller task-list items. Recommends using Smart Tips on individual fields instead of a linear flow for complex forms. Reviews analytics to find the exact drop-off step. Result: Redesigned flow with fewer steps, field-level Smart Tips for complex fields, and Task List for the overall process.
用户提问："我们在Salesforce上部署了Whatfix，但仅有30%的用户完成了商机创建流程。如何提升完成率？" 技能处理：分析Flow设计——检查步骤数量（建议最多5-7步），验证是否启用Flow Standby进行错误恢复，审核目标用户定位（是否展示给了正确的用户？），建议将长流程拆分为更小的Task List项。对于复杂表单，建议使用单个字段的Smart Tips替代线性流程。通过分析数据找到具体的流失步骤。 结果：重新设计了步骤更少的流程，为复杂字段添加了字段级Smart Tips，并为整体流程配置了Task List。

Example 2: Setting up Whatfix Product Analytics for the first time

示例2：首次设置Whatfix产品分析

User says: "I just got Whatfix Product Analytics added to our Premium plan. How do I set up funnel analysis for our employee onboarding workflow in Workday?" Skill does: Walks through defining the onboarding funnel steps in Whatfix (login → profile setup → benefits enrollment → direct deposit → acknowledgments), configuring user journey visualization via Sankey charts, creating cohort-based reports by department and hire date, and setting up Whatfix AI for automated insight generation. Covers how to integrate data with Power BI for executive reporting. Result: Onboarding funnel with step-by-step tracking, Sankey visualization, and automated insights.
用户提问："我们刚为高级版方案添加了Whatfix产品分析功能。如何在Workday中为员工入职工作流设置漏斗分析？" 技能处理：逐步讲解在Whatfix中定义入职漏斗步骤（登录→资料设置→福利登记→直接存款→确认），通过桑基图配置用户旅程可视化，按部门和入职日期创建基于用户群组的报告，并设置Whatfix AI生成自动化洞察。涵盖如何将数据与Power BI集成用于高管报告。 结果：搭建了带分步跟踪的入职漏斗、桑基图可视化及自动化洞察功能。

Example 3: Integration Hub not syncing user roles from Azure AD

示例3：Integration Hub未同步Azure AD的用户角色

User says: "Whatfix isn't picking up role changes from Azure AD, so users see the wrong content." Skill does: Reviews Integration Hub configuration — checks data flow direction (Azure AD → Whatfix), verifies attribute mapping for role fields, checks sync schedule and frequency. Recommends using segmentation tags tied to Azure AD groups instead of individual role fields. Flags common issue: Azure AD group membership changes may not trigger immediate sync — configure webhook-based updates instead of scheduled polling. Result: Fixed attribute mapping with webhook-based sync for real-time role updates.
用户提问："Whatfix未获取Azure AD的角色变更，导致用户看到错误内容。" 技能处理：审核Integration Hub配置——检查数据流方向（Azure AD → Whatfix），验证角色字段的属性映射，检查同步计划和频率。建议使用与Azure AD组绑定的细分标签替代单个角色字段。指出常见问题：Azure AD组成员变更可能不会触发即时同步——应配置基于Webhook的更新而非定时轮询。 结果：修复了属性映射，并配置了基于Webhook的同步以实现角色实时更新。

Troubleshooting

故障排查

Flows not appearing for target users

Flows未向目标用户展示

Symptom: Flow is published but users don't see it. Cause: Segmentation tags don't match user attributes, the target page URL pattern is wrong, or display frequency limit was reached. Solution: 1) Check user tags in Whatfix admin — verify the user matches the segment. 2) Verify the URL pattern matches the actual app page (dynamic URLs in SPAs are tricky). 3) Check display rules — "show once" means dismissed users won't see it again. 4) Use Whatfix Diagnostics to troubleshoot content delivery on the target page.
症状：Flow已发布，但用户无法看到。 原因：细分标签与用户属性不匹配、目标页面URL模式错误，或已达到展示频率限制。 解决方案：1) 在Whatfix管理后台检查用户标签——验证用户是否符合细分条件。2) 验证URL模式是否与实际应用页面匹配（SPA中的动态URL较为复杂）。3) 检查展示规则——“仅展示一次”意味着已关闭流程的用户不会再次看到。4) 使用Whatfix Diagnostics排查目标页面的内容交付问题。

Self Help widget returning irrelevant results

Self Help组件返回无关结果

Symptom: Users search in Self Help but get unrelated articles or flows. Cause: Content aggregation includes too many sources, or article titles/tags don't match how users describe their problems. Solution: 1) Audit aggregated content — remove outdated or irrelevant articles. 2) Add keyword tags that match how users actually phrase their questions. 3) Use page-level content filtering so only relevant content shows on each app screen. 4) If on Premium+, enable AI-powered search summarization for better results.
症状：用户在Self Help中搜索，但得到不相关的文章或流程。 原因：内容聚合包含过多来源，或文章标题/标签与用户描述问题的方式不匹配。 解决方案：1) 审核聚合内容——移除过时或无关的文章。2) 添加符合用户实际提问方式的关键词标签。3) 使用页面级内容过滤，确保每个应用页面仅展示相关内容。4) 若为高级版及以上，启用AI驱动的搜索摘要以提升结果准确性。

Product Analytics showing low adoption numbers

产品分析显示采用率偏低

Symptom: Analytics dashboard shows very few users completing key workflows. Cause: Users may be completing workflows through alternate paths not tracked, or the funnel definition is too strict. Solution: 1) Use Sankey chart (user journey visualization) to see actual navigation paths — users may skip steps you expected. 2) Broaden funnel definitions to include alternate valid paths. 3) Check if ad blockers or browser extensions are blocking the Whatfix script. 4) Verify the script loads on all relevant pages in SPAs.
症状：分析仪表板显示完成关键工作流的用户极少。 原因：用户可能通过未被跟踪的替代路径完成工作流，或漏斗定义过于严格。 解决方案：1) 使用桑基图（用户旅程可视化）查看实际导航路径——用户可能跳过了您预设的步骤。2) 放宽漏斗定义以包含有效的替代路径。3) 检查广告拦截器或浏览器扩展是否阻止了Whatfix脚本。4) 验证脚本是否在SPA的所有相关页面加载。