Stuck points
Find where people get stuck in your product, and fix it with tips that only they see.
AI guidance → Quality → Stuck points lists the places in your product where people struggle. It needs Friction detection turned on in AI config and the AI assistant on your site.
What counts as stuck
The assistant watches for moments that rarely happen when things go well:
- clicking a button while it's disabled, or keeping the pointer on it,
- clicking something that does nothing, or clicking it again and again,
- an error right after a click (a form the browser won't send, an error message appearing),
- opening and closing the same menu over and over,
- going back and forth between the same pages.
A place becomes a stuck point once 3 or more visits struggled there in the last 7 days. The list refreshes every night; Refresh now rebuilds it straight away. Pages with ids in their address (like /projects/42/settings) are grouped together as /projects/*/settings.
The assistant only sends which signal happened, the element's selector and the page path — never what people type. The text it shows in “Stuck on …?” is read from the page in their browser and isn't sent anywhere.
Turn one into a tip
Open a stuck point to see what people did there and what they asked the assistant on that page. Then:
- Write it with AI drafts a short tip from the page, the element, your help docs and those questions. Read it and change anything that isn't right.
- Publish tip creates a tooltip with the trigger When someone struggles here on that element and page. It shows at most 3 times per person, 3 days apart. Save as draft creates it unpublished, for review.
If your workspace needs approval before publishing, save it as a draft and request a review from the tooltip's editor.
Not a problem hides a stuck point you don't want to act on. Show places marked “Not a problem” brings them back.
Is the tip helping?
10% of the people who get stuck don't see the tip. A stuck point with a tip compares the two groups: how many got unstuck — didn't struggle there again in the next 90 seconds — with the tip and without it. It also shows how often the tip was closed right away (within 2 seconds).
With Pause tips that don't help on (in AI config, on by default), a tip is unpublished overnight when, after enough data, people got unstuck no more often with it than without it, or when most people closed it right away. The stuck point says why. Edit the tip and publish it again to start a new measurement.
What the assistant does on its own
In AI config → When someone seems stuck you choose what happens when someone struggles and there's no tip for it:
- Offer help with the control (default): “Stuck on “Export”?” appears next to the help button. Get help asks the assistant about that control for them.
- Only pulse the help button: a quiet ring around the help button, nothing opens.
- Nothing, just log it: people only get help when they ask; stuck points still fill up.
Quiet pages lists pages where the assistant never offers help on its own, like billing or deleting an account. Offers share the same once-a-visit budget as struggle tips, and someone who closes three offers doesn't get any more.