Sometimes you just need to talk to a person.

And when that’s the case, getting in touch shouldn’t be a hassle. Users shouldn’t have to dig through old email threads to find a meeting link—or worse, send another message asking for one when they’re already confused or frustrated.

In-app can’t solve every problem, but it can make it easier to get to someone who can. So we used Appcues to bring that human connection a little closer—right where users are already looking for help.

Here’s how we used Appcues to bring CSMs one step closer to our users.

1. Creating a one-step Flow

The idea was simple: make it easy to book time with a person. We built a single-step Flow using a Modal and added a Calendly link via an iFrame. One Flow per CSM. That’s it.

Here's code for an iFrame if you want to build the same thing:

iFrame Code

<iframe style="height:600px;width:100%;border:none" src="Your calendar link inside these quotations"></iframe>

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Want help? I walk through how to do this first step in the video below:

2. Matching people to their person

To make sure every user saw their CSM’s link—not someone else’s—we used two audience filters:

• Subscription Status = Active
• Customer Success Manager = Pip (or whoever owns the account)

No workarounds. Just native user properties doing what they’re meant to do.

3. Triggering it (only when it makes sense)

We didn’t want this Flow popping up out of nowhere. It’s not that kind of message.

Instead, we set the trigger to manual only. That way, we could link to it from an email, surface it in a resource center, or pin it wherever we wanted—without surprise modals showing up at the wrong time.

We also enabled “Allow this Flow to be recalled from any Launchpad” so it’s always available in our Resource Center when someone goes looking for help.

Pro Tip: We already had a Launchpad live, but even if we didn’t, setting one up would’ve been quick. Here’s a quick support guide if you’re new to Launchpads.

The best part? Once the Flow is eligible for a user, Launchpad automatically shows it. No extra logic needed. So Pip’s customers only see Pip’s calendar. Locket’s people only see Locket’s.

Our support team is already amazing—folks tend to leave pretty happy. But all that magic mostly happens outside the product.

We’re trying to change that.

This Flow was a tiny step toward bringing our top-tier support closer to where users actually run into questions—in the product, in the moment.

Next up, we’re working on:

• Giving users a way to send themselves deeper instructions when they need more than a tooltip
• Adding short videos to explain trickier concepts
• Expanding our Launchpad so it’s the go-to spot for help
• Pinning content in high-friction areas to deflect questions before they hit the inbox
  

We’re not trying to replace our support team. We’re trying to bring their superpowers into the product—so users get the help they need before they even think to ask.