sales-whatfix

What this skill does

# Whatfix Platform Help

## Step 1 — Gather context

If `references/learnings.md` exists, read it first for accumulated platform knowledge.

1. **What do you need help with?**
   - A) Setting up Whatfix on a new app (install, content tagging, segmentation)
   - B) Flows — step-by-step walkthroughs, branching, error recovery
   - C) Smart Tips — tooltips, hover/click triggers, field-level guidance
   - D) Task Lists — sequential onboarding checklists, grouping
   - E) Self Help — in-app help widget, content aggregation, search
   - F) Product Analytics — funnels, user journeys, cohorts, Whatfix AI
   - G) Mirror — sandbox training environment setup
   - H) Surveys — NPS, usability, custom surveys
   - I) Integration Hub — Salesforce, Oracle, SAP, Workday, webhooks
   - J) API — content management, analytics export, tokens
   - K) Pricing / plan comparison
   - L) Something else — describe it

2. **What application is Whatfix deployed on?**
   - A) Salesforce
   - B) SAP / SuccessFactors
   - C) Workday
   - D) ServiceNow
   - E) Oracle
   - F) Custom internal web app
   - G) Customer-facing SaaS product
   - H) Not deployed yet

3. **What Whatfix plan are you on?** (Standard / Premium / Enterprise / Not sure)

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

## Step 2 — Route or answer directly

| Problem domain | Route to |
|---|---|
| In-app messaging strategy (not Whatfix-specific) | `/sales-in-app-messaging {your question}` |
| General NPS/CSAT/VoC program design | `/sales-customer-feedback {your question}` |
| Customer success health scores, churn prevention | `/sales-customer-success {your question}` |
| Connecting Whatfix to CRM via Zapier/Make | `/sales-integration {your question}` |
| Product analytics with Pendo instead | `/sales-pendo {your question}` |

If the question is Whatfix-specific, answer directly using the reference below.

## Step 3 — Whatfix platform reference

**Read `references/platform-guide.md`** for the full platform reference — modules, pricing, integrations, data model, workflows.

If the question involves the API, also **read `references/whatfix-api-reference.md`**.

Answer the user's question using only the relevant section. Don't dump the full reference.

## Step 4 — Actionable guidance

Focus on the user's specific situation. Common patterns:

- **Setup**: Determine which enterprise app to overlay, plan content tagging strategy, configure user segmentation tags
- **Flows**: Design step-by-step walkthroughs with branching, use Flow Standby for error recovery
- **Self Help**: Aggregate content from multiple sources (Confluence, ServiceNow, knowledge base), configure search relevance
- **Analytics**: Build adoption funnels, identify workflow bottlenecks, use Sankey charts for journey analysis
- **Mirror**: Create sandbox replicas for training, configure data blurring, design practice exercises

If you discover a gotcha, workaround, or tip not covered in `references/learnings.md`, append it there.

## Gotchas

> *Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.*

1. **Standard plan limits integrations to 2.** Premium and Enterprise get unlimited. Budget for Premium if you need Salesforce + SAP + Workday simultaneously.
2. **Auto-translation requires Premium or higher.** Standard plan is manual translation only — factor this in for global rollouts.
3. **Content aggregation caps at 2,000 articles on Standard.** Premium goes up to 50K. If your knowledge base is large, you'll hit this quickly.
4. **Flows break if users deviate from the exact steps.** Users who click the wrong element or navigate off-path drop out and must restart. Design flows with minimal steps and clear visual cues.
5. **CSS knowledge needed for advanced customization.** Despite no-code claims, customizing the look of flows and tooltips beyond defaults requires CSS. Default styling looks dated.
6. **Auto-testing not included on Standard.** You'll need Premium+ to run automated content tests across app updates.
7. **Custom surveys require Premium.** Standard only gets out-of-box survey templates.
8. **Pricing is per-application.** Each enterprise app you overlay requires a separate license — costs scale linearly with app count.

## Related skills

- `/sales-in-app-messaging` — In-app messaging strategy across platforms (Whatfix, Pendo, Appcues, Braze). Install: `npx skills add sales-skills/sales --skill sales-in-app-messaging`
- `/sales-pendo` — Pendo platform help (product analytics, guides, session replay, NPS, API). Install: `npx skills add sales-skills/sales --skill sales-pendo`
- `/sales-customer-feedback` — NPS, CSAT, VoC strategy and platform comparison. Install: `npx skills add sales-skills/sales --skill sales-customer-feedback`
- `/sales-customer-success` — Customer success strategy: health scores, churn prevention, onboarding. Install: `npx skills add sales-skills/sales --skill sales-customer-success`
- `/sales-do` — Not sure which skill to use? The router matches any sales objective to the right skill. Install: `npx skills add sales-skills/sales --skill sales-do`

## Examples

### Example 1: Users aren't completing Salesforce training flows
**User says**: "We deployed Whatfix on Salesforce but only 30% of users finish the opportunity creation flow. How do I improve completion?"
**Skill does**: Analyzes Flow design — checks step count (aim for 5-7 max), verifies Flow Standby is enabled for error recovery, reviews targeting (are the right users seeing it?), suggests splitting long flows into smaller task-list items. Recommends using Smart Tips on individual fields instead of a linear flow for complex forms. Reviews analytics to find the exact drop-off step.
**Result**: Redesigned flow with fewer steps, field-level Smart Tips for complex fields, and Task List for the overall process.

### Example 2: Setting up Whatfix Product Analytics for the first time
**User says**: "I just got Whatfix Product Analytics added to our Premium plan. How do I set up funnel analysis for our employee onboarding workflow in Workday?"
**Skill does**: Walks through defining the onboarding funnel steps in Whatfix (login → profile setup → benefits enrollment → direct deposit → acknowledgments), configuring user journey visualization via Sankey charts, creating cohort-based reports by department and hire date, and setting up Whatfix AI for automated insight generation. Covers how to integrate data with Power BI for executive reporting.
**Result**: Onboarding funnel with step-by-step tracking, Sankey visualization, and automated insights.

### Example 3: Integration Hub not syncing user roles from Azure AD
**User says**: "Whatfix isn't picking up role changes from Azure AD, so users see the wrong content."
**Skill does**: Reviews Integration Hub configuration — checks data flow direction (Azure AD → Whatfix), verifies attribute mapping for role fields, checks sync schedule and frequency. Recommends using segmentation tags tied to Azure AD groups instead of individual role fields. Flags common issue: Azure AD group membership changes may not trigger immediate sync — configure webhook-based updates instead of scheduled polling.
**Result**: Fixed attribute mapping with webhook-based sync for real-time role updates.

## Troubleshooting

### Flows not appearing for target users
**Symptom**: Flow is published but users don't see it.
**Cause**: Segmentation tags don't match user attributes, the target page URL pattern is wrong, or display frequency limit was reached.
**Solution**: 1) Check user tags in Whatfix admin — verify the user matches the segment. 2) Verify the URL pattern matches the actual app page (dynamic URLs in SPAs are tricky). 3) Check display rules — "show once" means dismissed users won't see it again. 4) Use Whatfix Diagnostics to troubleshoot content delivery on the target page.

### Self Help widget returning irrelevant results
**Symptom**: U