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Guide notifications & customization

How to use Bento notifications to stay on top of the most relevant customer progress.

Emily Wang avatar
Written by Emily Wang
Updated over a week ago

Bento sends notifications for user activity on guides. This can be a powerful way to create visibility and identify users who have momentum (i.e. for product-led sales).

However, sending too many notifications will just create noise. Here’s a break-down of what happens by default, and how you can modify that behavior.

Guide seen

This notification is to tell you that a user “got a guide”. It sends for:

  • CYOA guides

  • Onboarding guides

  • Contextual guides: Sidebar and embedded

It will never send for:

  • Announcements (modals & banners) or Tooltips because that gets noisy very quickly

Step completed

You can also get updates when users complete a step. This is different from users who see a step but skip it. Completion is defined by you and can be manual or automated (read more here).

Configure notifications on the guide level

  • Click into any guide template from the library

  • Open the 3-dot menu and choose notifications

Configure notifications in the modal that opens up.

  • Default notifications for onboarding guides are scoped to:

    • Branching step

    • Input step

You can optionally enable notifications for action and info steps, but we suggest notifying/tracking only on the steps you really care about. That way, when we send a Slack (or email) you’ll know if it’s for something you care about.

Default notifications for Sidebar Contextual and embedded Contextual Guides are all or nothing

  • Most contextual guides consist of action and info steps today

  • Give us a shout if you want a more granular level of control!

⚠️ We do not send notifications for announcements or tooltips because they can get quite noisy.

Supported notification channels

  • Email

  • Slack

Customers on the Standard plan can also subscribe to step completion events via webhooks.

Notifications, by default, will be sent to the email listed in org settings.

To subscribe to notifications, head to Organization Settings.

  • You’ll want to set a default notification email (or emails). For customers who don’t have a “CSM” associated, this is the email where guide progress updates will be set.

  • This is also where error notifications (such as a video not found, or a step unable to auto-complete) will be set.

Set up your Slack integration:

  • Emails can get lost, so we recommend using our Slack integration and sending all these updates to a dedicated public channel instead.

  • That way, you can pull in colleagues as appropriate if there’s a customer of interest who’s taking key actions!

Limitations

By default, we don't send notifications for internal users. Internal users are users with the same email domain as your Bento account.

  • This is to prevent spam.

  • When testing feel free to use an account with a non-internal email address (e.g., gmail address) or reach out to us and we can modify this setting for you.

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