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Best practices of Flows
If you recall, flows are a great way to:
  • Reduce Time to Value
  • Retarget Customers
  • Provide Proactive Customer Support
Let’s get started on some best practices! Send your flows to the right users, with the right content, to increase engagement.


Move the user within the desired actions

Once you’ve picked the element, you need to add a call to action for the user. First, choose the interaction: either to click on the target element or in a button. Then, you need to choose either to take the user to the next step, to a precise step, navigate to a different url, give the option to finish or dismiss the flow. If you require a more detailed action, you can add JavaScript.



Highlight elements

Highlight the target element or modal with a semi transparent dark background. And decide if you give the users the option to dismiss or not the flow. This way, you can design an immersive experience.



Short Content is Key

Keep your messages 20 words or less and ideally no more than two sentences. People want to know actionable items, so the first sentence needs to show value, what problem you are solving for the customer. The second sentence needs to show HOW to use the feature followed by a clear call to action.

Here’s an example:
  • Value based sentence:
    “Folders are groups of documents, used to organize your Knowledge Base.”

  • How to use the feature:
    “Add your document to a folder here.”
Pro tip: avoid repeating any text already visible in your product - Your message should be supplementary and explanatory.

Looking for some ideas to create your Flows? Don´t miss our Flows Use Cases. 


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