Blocks
The eight block types you can add to guide steps and how to configure each one.
Every guide step is made up of blocks. Blocks are the building units of your guide -- each one renders a specific type of content or interaction. You can add multiple blocks to a single step, and they are displayed in the order you arrange them.
Block Types
Message
A text block that displays content to the user. Use message blocks to explain what is happening, provide instructions, or add context between interactive elements.
| Option | Description |
|---|---|
| Content | The text to display. Supports plain text. |
Image
Displays an image from the companion's uploaded resources. Use image blocks for screenshots, diagrams, or any visual content that supports the step.
| Option | Description |
|---|---|
| Resource | Select an image from the companion's resources library. |
| Caption | Optional text displayed below the image. |
Video
Embeds a video from the companion's uploaded resources. Useful for demonstrations, tutorials, or walkthroughs that are easier to show than describe.
| Option | Description |
|---|---|
| Resource | Select a video from the companion's resources library. |
Document
Displays a document from the companion's uploaded resources. Use document blocks to show reference material, PDFs, or other files the user might need during the step.
| Option | Description |
|---|---|
| Resource | Select a document from the companion's resources library. |
Question
A multiple-choice question that the user must answer before proceeding. Question blocks are the key to branching -- each answer option can route the user to a different step in the guide.
| Option | Description |
|---|---|
| Question text | The question displayed to the user. |
| Options | Two or more answer choices. Each option has a label and an optional target step. |
| Branching | For each option, you can select which step the user is taken to when they choose that answer. If no target is set, the guide proceeds to the next step in order. |
Question blocks are what make guides non-linear. A troubleshooting guide might ask "What kind of issue are you experiencing?" and route the user to completely different steps depending on whether they select "Billing", "Technical", or "Account".
Action
Creates a support ticket in your connected CRM when the user reaches this block. Action blocks are designed for escalation -- when a guide cannot resolve an issue on its own, the action block captures the context and creates a ticket so your team can follow up.
| Option | Description |
|---|---|
| Ticket creation | Automatically creates a support ticket with the guide context. |
Action blocks require a CRM integration to be configured. Without one, the action block will not be able to create tickets.
Section
A visual divider that adds a section header within a step. Use section blocks to organize longer steps into logical groups, making them easier for users to scan.
| Option | Description |
|---|---|
| Title | The section heading text. |
Link
Displays a clickable external URL. Use link blocks to direct users to external resources, documentation pages, or other tools outside the guide.
| Option | Description |
|---|---|
| URL | The external link to open. |
| Label | Optional display text for the link. |
Adding Blocks to a Step
To add a block, open a step in the editor and click the Add Block button. Select the block type from the menu, then configure its options. You can add as many blocks as you need to a single step.
Blocks can be reordered within a step by dragging them. To remove a block, click its delete action.
Common Patterns
- Informational step -- A message block explaining the situation, followed by an image block with a screenshot
- Decision point -- A message block providing context, followed by a question block with branching
- Escalation -- A message block explaining the issue could not be resolved, followed by an action block to create a ticket
- Resource reference -- A message block with instructions, followed by a document or video block with supporting material
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