To create a moment you need two things: an event name your widget will fire, and a configuration for the prompt your customers see.
Step 1 — Pick an event
Either:
- Choose an event from the Observed events tab — events your widget has already fired but you haven't configured a moment for yet.
- Or pick a name now, and instrument your app to fire it. The name shows up under Observed Events the first time it's fired.
Common patterns:
onboarding_completedreport_exportedsubscription_cancellederror_shownfeature_used_first_time
Use snake_case. Keep names stable — renaming an event after it's been fired splits the data.
Step 2 — Configure the moment
Click New moment on the Moments page. The drawer opens.
Fill in:
Event name
The event name your app fires. Required.
Enabled
Toggle on/off. A disabled moment won't show its prompt even if the event fires.
Once per user
If on, each user sees the prompt at most once for this moment. If off, every fire shows the prompt (subject to cooldown).
Prompt copy
The headline question shown to the user.
Example: "How did that export go?"
Keep it short and specific to the moment.
Follow-up copy
The label on the optional text input that appears when the user taps Neutral or Frustrated.
Example: "What got in the way?"
Sampling rate
A percentage. The prompt shows for this fraction of fires.
100%— every fire shows the prompt. Use for low-frequency moments (subscription cancelled).25%— 1 in 4 fires shows the prompt. Use for high-frequency moments (every page view of a feature).
Cooldown hours
After a user sees this moment's prompt, suppress it for this many hours. Default is sane for most cases. Use a higher cooldown to avoid prompt fatigue.
Step 3 — Get the snippet
After you create the moment, a modal appears with the JavaScript snippet to fire the event from your app.
window.Conclude.event("report_exported");
Or, in the React SDK:
const { event } = useConclude();
event("report_exported");
Hand the snippet to your developer (or paste it into the right place yourself if you have access).
Step 4 — Wait for it to fire
The first time the event fires after the moment is enabled:
- The prompt appears for the user (subject to sampling).
- The fire shows up in your moment's stats.
- A user's reaction (Positive / Neutral / Frustrated + follow-up) appears in your feedback list.
If 3 days pass and the moment hasn't fired, you'll see an instrumentation needed warning on the moment card. That usually means the event name doesn't match what your app is firing — check spelling and re-deploy.
Editing a moment
Click any moment card to open the edit drawer. You can change copy, sampling, cooldown, and toggle enabled. Changing the event name is allowed but breaks continuity with prior data — treat it like creating a new moment.
Reactions in the feedback list
Each reaction (especially Frustrated and Neutral with follow-up text) lands in your Feedback list as a regular feedback item, with the moment name as the source. Themes, insights, and Linear linking all work the same way.