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The onboarding objective tells Autoplay what the user should learn. The proactive framework controls when Autoplay may step in and how the user moves from an offer of help to useful guidance. Your team configures this behavior for the product. Autoplay applies it continuously as it compares live activity with workflow progress.

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Give users space before offering help

The exploration gate defines how much opportunity a user gets to explore before proactive assistance becomes eligible. It can consider signals such as:
  • Time spent in the product
  • The number of distinct features explored
  • Whether the user is making normal progress
  • Whether they have completed the relevant workflow
Teams can tune these values in the onboarding configuration. A complex product may allow more exploration, while a short activation journey may offer help sooner.

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Control how often Autoplay intervenes

Cooldowns and limits prevent relevant help from becoming repetitive. These settings are part of the proactive framework, not fixed behavior. Your team can adjust them as you learn how users respond.

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Choose the moments that deserve help

Proactive triggers connect a recognized user state to a relevant offer: A trigger should reflect a meaningful workflow and clear user need. It should not fire only because someone visited a page or clicked a particular button.

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Keep the user in control

Autoplay is constantly reasoning in the background about what help the user needs next and when it is a good moment to offer it. It considers both timing and the next useful suggestion, then sends a nudge when proactive help could move the user forward.
Autoplay sends a nudge. The user clicks it to open the support agent. The agent checks Autoplay MCP for context, asks whether visual help would be useful, and only triggers a tour after the user agrees.

Autoplay can recognize the need for help, but the user decides whether to begin the conversation and whether to launch visual guidance.

When Autoplay decides to offer help, the user journey is:
  1. Autoplay reasons that help may be useful and sends a relevant nudge.
  2. The user chooses whether to click it.
  3. If accepted, the existing support agent opens with the help message.
  4. The support agent uses Autoplay MCP to understand recent activity, workflow progress, and available guidance.
  5. If visual help would be useful, the support agent asks the user first.
  6. After the user confirms, the support agent calls the Autoplay MCP tour tool.
  7. Autoplay sends the trigger to the user’s application, which launches the configured tour.
Autoplay does not launch a tour without the user. Both the conversation and visual guidance begin with an explicit user choice.

Next: Build the self-improvement loop

Extend the same model beyond onboarding into continual product adoption.