Trigger by product page
Use safe route, feature, workflow, plan, or role context to match a prompt to the screen where the user is working.
Proactive Help
Show help before users ask, only where it is configured.
Canonica can use owner-approved, page-aware triggers to suggest relevant help from the widget when active triggers exist for the current app page.
Owner-approved page triggers
Widget skips calls when disabled
Resolved suggestion summaries
Proactive Help
Canonica product layer
Proactive Help
Canonica can use owner-approved, page-aware triggers to suggest relevant help from the widget when active triggers exist for the current app page.
Owner-approved page triggers
Widget skips calls when disabled
Resolved suggestion summaries
Support truth flowReviewed
1Source content
2Product context
3Approved answer
Proactive Help
Proactive help should be helpful, quiet, and bounded.
The widget should not guess or interrupt everywhere. Canonica keeps proactive prompts tied to active triggers, safe page context, cached trigger summaries, and approved support content.
Serve approved suggestions
Resolved trigger summaries can point to reviewed answers or support content instead of running broad lookup on every page view.
Skip when disabled
Runtime configuration tells the widget whether proactive help is enabled, so inactive tenants avoid unnecessary API calls.
Cache no-trigger states
When no active triggers exist, negative caching avoids repeated backend checks for the same page context.
Respect widget controls
Allowed origins, blocked routes, and safe context rules still apply before any proactive prompt appears.
Turn misses into review
If a prompt is missing or weak, feedback and fallback can become governance work instead of invisible analytics noise.
Workflow
From page trigger to quiet in-app guidance.
Proactive help stays owner-controlled: configure the page trigger, connect it to approved support, let the widget display it only when eligible, and review feedback.
01
Map the support-heavy page
Connect the route or workflow to the product surface where users get stuck.
02
Create an active trigger
Define when the widget should suggest help for that page context.
03
Resolve the suggestion
Attach reviewed support content or an approved answer summary.
04
Let runtime gate the call
The widget checks capability state before requesting proactive help.
05
Review feedback
Use feedback and fallback signals to improve the trigger or support content.
Connected product truth
Proactive prompts should follow the same authority model.
A proactive suggestion is still support knowledge. It must stay scoped to product context, approved content, widget controls, and reviewable signals.
Feature layer
01
Proactive Help
Canonica can use owner-approved, page-aware triggers to suggest relevant help from the widget when active triggers exist for the current app page.
02
Reviewed source
A proactive suggestion is still support knowledge. It must stay scoped to product context, approved content, widget controls, and reviewable signals.
03
Page context
Owner-approved page triggers
Connected surfaces
01
Widget
The prompt appears inside the same page-aware runtime controls.
02
Approved answers
Suggestions can point to reviewed answer summaries instead of free-form guesses.
03
Product surfaces
Triggers stay attached to routes, workflows, and product areas.
04
Governance
Feedback and fallbacks keep proactive help reviewable.
Questions
What owners usually ask about proactive help.
Is proactive help enabled for every workspace?
No. It should appear only when configured and enabled for the workspace, with runtime capability checks preventing unnecessary calls when inactive.
Does proactive help auto-generate answers?
No. Proactive prompts should point to approved support content or reviewable fallback paths. They do not publish new authoritative answers by themselves.
Will this increase widget cost on every page?
The runtime is designed to skip proactive calls when the feature is disabled and use trigger summaries and negative caching when no active triggers exist.
Launch proactive help as part of the full support loop.
Canonica works best when proactive help stays connected to widget answers, hosted help, tickets, and answer review.