Build Guide

In this article, you’ll learn how to:

• Track help center or FAQ interactions
• Create a Workflow from scratch
• Configure start criteria based on a support interaction
• Send a follow-up email to check in
• Set a goal to track engagement
• Finish the Workflow and manage re-enrollment

Step 1. Track support interactions

Before setting up your Workflow, track when a user interacts with a help-related message (like a pin, tooltip, or slideout linked to a support doc or FAQ).

Make sure this triggers an event like clicked_help_pin or viewed_support_article, so you can use it as a Workflow trigger.

Step 2. Create a new Workflow

Head to the Workflows tab in Appcues and click Create Workflow.

Name it something like “Support Follow-Up”—whatever helps your team easily identify it later.

Your Workflow will include a Start and Finish node by default. Time to make them useful.

Step 3. Set start criteria

Click the Start node and configure your entry conditions.

• Audience: Broad, or scoped to users eligible to see the support pin
• Trigger: Select the event from Step 1 that tracks support interaction

We recommend choosing When an event occurs as the trigger timing, so the follow-up can land while the interaction is still top of mind.

Step 4. Add a time delay

Add a Time delay node before sending the follow-up. A short pause gives users time to read or explore before you check in.

• Delay suggestion: 1 hour
• Choose "After a period of time" in the delay settings

Step 5. Add a follow-up email

After the delay, add an Email node to gently follow up. This message can:

• Ask if the resource helped
• Offer additional tips or FAQs
• Provide a path to contact support if they still have questions

Keep the tone light and supportive—something like:

“Just checking in—did that article help you out? Let us know if you need more support!”

Step 6. Set a goal

Add a Goal to track whether users engaged with the help content or clicked a follow-up CTA.

This could be:

• Viewing the linked article
• Clicking a “Still need help?” button
• Submitting a contact form

Goals help you understand what’s working and when to follow up again (or not).

Step 7. Set finish criteria

Click the Finish node to define how users exit the flow.

• When to exit: After reaching the goal, or when they reach the end of the workflow
• Timeout threshold: Try 7–14 days if no action is taken
• Re-enrollment: Enable re-entry so users can receive future check-ins if they revisit the same pin or FAQ later

Step 8. Publish Workflow

When your nodes are ready and your messages are polished, click Publish to turn it on.

👏 Done! Now you’ve got a smart, supportive check-in that keeps the help experience going—even after the user closes the tab.