Compass gives you a map of your product and a picture of how every user moves through it. You can fill gaps in your in-app guidance, win back people who stopped using a Feature, help people who are stuck, adjust what users see as they progress, prepare for customer calls, and find your power users.
Here are six recipes you can try today with Compass. Every recipe starts with one Copilot prompt that builds the audience and a draft Experience for you, followed by the steps to build it yourself.
Availability & usage
👉 Recipe 1 works on every Compass account. Recipes 2 to 6 need session tracking
💳 Building Segments, Experiences, and asking Copilot never use AI credits. Session recaps do
⚙️ Use from Features, Segments, and Copilot
Where should I start?
Pick the recipe that matches what you need right now:
If you want to… | Start with | You need |
Make sure every important Feature has some guidance | 1. Add guidance to Features that have none | Your Features list |
Bring back people who stopped using something | 2. Win back users who stopped using a Feature | Session tracking, running for about a month |
Help people while they're stuck | 3. Help users who are struggling with a Feature | Session tracking |
Show onboarding to new users and check in with people drifting away | 4. Match what users see to their lifecycle stage | Session tracking |
Walk into a customer call already knowing how they use your product | 5. Prepare for a customer call | Session tracking |
Find people for a beta, a review, or a case study | 6. Find your power users | Session tracking, running for a few weeks |
ℹ Session tracking is what lets Compass see what users do. Recipes 2 to 6 use labels Compass works out from session recaps, so they stay empty until recaps are running. New accounts have session tracking from signup. If you don't see session recaps yet, read How do I turn on session tracking? in the Compass article.
💡 Before any recipe, check your Features list. Chameleon uses these names everywhere: in Segments, session recaps, friction findings, and Copilot's answers. If a Feature is missing, misnamed, or not really a Feature, fix it on the Features page first. It takes a few minutes, and every recipe below gets more accurate.
1. How do I add guidance to Features that have none?
Use it when: you've shipped a lot and aren't sure which parts of your product have no in-app help. Example: your analytics are covered by three Tours, but Custom Reports has none, so new users never find it.
Ask Copilot
👉 "Which of our Features don't have an Experience yet? Pick the one that matters most for new users and draft a short Tour that introduces it."
Or build it yourself
Find the gaps. On Features, open each Feature and check its In-apps tab. An empty tab means no Experience points users to that Feature.
Pick one. Start with the Feature closest to the moment users first get value, not the newest one.
Build a short Tour or Tooltip on that Feature's page: two or three steps, one action per step. Target new users, for example, a Segment of users first seen in the last 30 days.
Set a Conversion Goal for the action you want users to take, so you can see whether the Tour led to it.
How do I know it's working? The Tour shows up on the Feature's In-apps tab, and its completion rate and Goal tell you whether users took the action.
2. How do I win back users who stopped using a Feature?
Use it when: a Feature that used to be popular is quietly losing people. Example: users who opened Chat every week stopped a month ago.
Ask Copilot
👉 "Build a Segment of users who are Lapsed Users of [Feature], and draft a Banner that tells them what's new in [Feature], with a button that takes them straight to it."
Or build it yourself
Build the audience. Go to Users, select "Add filter" → Product Features → the Feature → is → Lapsed User. Select "Save as new Segment" and name it, for example Lapsed: Chat.
Build a Banner or a Modal for that Segment. Lead with what changed or what they're missing, not with "we noticed you stopped".
Add two buttons: a primary button that opens the Feature's page (Open URL), and a secondary "Not for me" button that adds a Tag. Then target a short Adaptive Microsurvey at that Tag to ask what stopped them. Read how to launch Additional Actions from buttons.
Set the Recurrence to Don't repeat, and let users dismiss it, so a returning user isn't nagged.
ℹ A user is Lapsed when they used to use a Feature regularly (on 4 or more days in 30) and now use it on fewer than 4 days in the last 30. Compass needs about a month of session recaps to know who used to be a regular user, so this Segment fills up over time.
How do I know it's working? Check back after two weeks: people who came back move out of the Lapsed Segment, and the survey answers tell you why the others left.
3. How do I help users who are struggling with a Feature?
Use it when: people start a task and don't finish it. Example: 50 users tried to add filters to their dashboard and gave up at the filter picker.
Ask Copilot
👉 "Build a Segment of users who experienced friction with [Feature], and draft a Tooltip on the step where they get stuck that explains how it works."
Or build it yourself
Find where people get stuck. Open Insights → Friction, or the Feature's Friction tab. Each finding is named after the exact step. Select "Discuss" to ask Copilot what's going wrong and for a write-up for your engineers.
Build the audience. Go to Users, select "Add filter" → Product Features → the Feature → is → Experienced friction, and save the Segment.
Build a Tooltip anchored to that exact element that explains the step in one sentence. A Tooltip sits on the element and doesn't interrupt anyone who already knows what to do.
For a longer task, use a short walkthrough Tour instead, and set its Dismiss to snooze, so someone in a hurry can come back to it later.
ℹ Experienced friction is a label on each user, so it works on accounts of any size. Friction findings, which rank problems across all your users, need at least 100 active users and a week of data.
How do I know it's working? Friction findings cover the last 14 days, so check the finding two weeks after you publish: fewer users affected means your help is landing.
4. How do I match what users see to their lifecycle stage?
Use it when: you want onboarding to reach only people who are still getting started, and to check in with users who are drifting away before they churn. Example: your setup Checklist shows to new users until they use a Feature regularly, and users who've gone quiet get a one-question check-in.
Compass gives every user a Product Lifecycle stage:
Stage | Who it is |
Onboarding | New to your product, or not enough recent activity for Compass to tell yet |
Ramping | Uses at least one Feature regularly and visits at least monthly |
Established | Engaged across your product, visits at least monthly, few Features dropped |
At Risk | Used to use several Features regularly, and many of them have lapsed |
Dormant | Used to use your product regularly, and has no recent activity |
Ask Copilot
👉"Build a Segment of users who are At Risk and used to be regular users of [Feature], and draft a short check-in Microsurvey for them."
Or build it yourself: stop onboarding at the right time
Go to Users, select "Add filter" → Default Properties → Product Lifecycle stage → is → Onboarding. Add a second filter for users first seen in the last 30 days, and save the Segment as New and onboarding.
Open your onboarding Launcher, Checklist or Tour, and choose that Segment as its audience. Users stop seeing it once Compass moves them to Ramping.
Or build it yourself: check in with users who are drifting
Save a Segment where Product Lifecycle stage is At Risk.
Build a one-question Microsurvey for that Segment, such as "Is [product] still helping you with [job]?", with Adaptive follow-ups to find out why.
Add a Tag as the End Action for low scores, so your CSMs can follow up with those users.
⚠️ Onboarding is also the label for anyone Compass hasn't seen enough of yet. Combine it with a signup date or a User Property, so you only target people who are actually new.
How do I know it's working? Watch how many users move from Onboarding to Ramping each week, and how many At Risk users reply to your check-in.
5. How do I prepare for a customer call?
Use it when: you have a renewal, a QBR, or a support escalation coming up and want context in under a minute.
Ask Copilot
"What did [user] do in their last session?"
"Which Features has [company]'s team adopted, and which are they ignoring?"
Or look it up yourself
Open the user's profile from Users. The User summary at the top tells you who they are and how they use your product.
Open the Sessions tab on the user's or the company's profile to read recaps of recent visits.
Note one Feature they rely on and one they haven't found, and bring both to the call.
💡 Copilot picks what to read from your wording. Questions about what people did read recent session recaps; questions about where they struggle read the friction findings, which cover the last 14 days.
How do I know it's working? You walk into the call knowing what the customer uses, without asking them first.
6. How do I find my power users?
Use it when: you need people for a beta, a review, a case study, or a customer advisory board. Example: you're launching a new Agent and want ten engaged users to try it first.
Ask Copilot
👉 "Build a Segment of Power Users of [Feature], and draft a Microsurvey inviting them to try our beta, with a Yes / Not now choice."
Or build it yourself
Build the audience. Go to Users, select "Add filter" → Product Features → the Feature → is → Power User, and save the Segment.
Build a Multi-button Microsurvey for that Segment: "Want early access to [new thing]?" with Yes, I'm in and Not now.
Tag the yeses. Add a Tag as the action on Yes, I'm in, so you can target that group again later, and open your sign-up form or booking link in the same step.
ℹ A Power User uses a Feature in depth on 4 or more visits in the last 30 days, with little friction, and finishes what they start. It's a high bar, so the Segment can be small. If it's empty, use Regular User (4 or more days in the last 30) instead.
How do I know it's working? Count the users with your new Tag: that's your beta list.
Key takeaways
Check your Features list first: every Segment, recap, and Copilot answer uses its names
Each recipe works two ways: one Copilot prompt, or a Segment plus an Experience you build yourself
Session tracking unlocks recipes 2 to 6: who uses which Feature, who stopped, who's stuck, and lifecycle stage
Lapsed Users need about a month of recaps to appear; Power User is a high bar, so start with Regular User if it's empty
Onboarding also means "not enough data yet", so always pair it with another condition