Overview
Funnels let you define a sequence of stages and track how conversations flow through them. Each stage applies its own filters to count how many conversations (calls, chats, or emails) match, so you can see conversion rates between stages and spot where contacts drop off.
Common uses include tracking sales pipelines, customer service escalation paths, onboarding sequences, and any multi-step process where you want to measure progression and abandonment.
How It Works
Accessing Funnels
Open Dashboard from the main navigation, then select the Funnels tab. This shows the full list of funnels available in your organization.
Who Can Use Funnels
Action | Requirement |
View funnel list and details | Funnel view permission |
Create, edit, duplicate, or delete funnels | Funnel manage permission |
Users without view permission cannot access the Funnels section. Users with view-only access can open funnels, inspect step data, and download reports, but cannot create, edit, duplicate, or delete funnels.
Viewing the Funnel List
The list view offers two display modes:
Table view — shows funnels in a data table with name, labels, and action buttons.
Card view — shows funnels as visual cards with a preview of the first few steps.
Switch between modes using the list and grid icons near the top of the page.
You can filter the list by:
Name — type in the search field to find funnels by name.
Labels — select one or more labels to narrow results.
Team — filter funnels assigned to a specific team.
Creating a Funnel
On the funnel list page, click Create. This button is only visible if you have manage permission.
Enter a name for the funnel.
Optionally assign a team.
Set the base filters that apply to the entire funnel: record type, record direction, grouping (by session or lead), and date range.
Add steps to define each stage. Each step has a label and its own set of filters that narrow down conversations matching that stage.
Click Save when all steps are configured.
A funnel can have up to 15 steps. Each step must have a name. Filters are optional — a step without filters matches all conversations.
Duplicating a Funnel
To quickly create a new funnel based on an existing one:
In the funnel list (table view), click the duplicate icon on the funnel row you want to copy.
Confirm the duplication when prompted.
The create form opens with the copied funnel's name (appended with "- copy"), steps, and filters prefilled.
Adjust the name, steps, or filters as needed.
Click Save to create the new funnel.
The duplicated funnel is an independent copy. Labels and team assignment are not carried over — set them on the new funnel after saving.
Viewing Funnel Details
Click a funnel name to open its detail view. The funnel is displayed as a series of columns, one per step, showing:
Calls — the number of matching conversations at each step.
Leads — the number of matching leads at each step.
Conversion percentage — how each step compares to the first step's total.
Drop-off percentage — the loss from the current step to the next step.
Abandoned — contacts present in the current step but not in the next step, shown in the column footer.
Hover over a step column header to see the filters applied to that step.
Filtering by Agent
Toggle by Agent from the menu on the detail view to break down funnel data for a specific agent. When enabled, an agent selector appears so you can choose which agent's conversations to analyze. This preference is remembered across sessions.
Editing a Funnel
Open the funnel detail view.
From the menu, select Edit.
Modify the funnel name, team, base filters, or individual step filters and labels.
Add new steps, reorder steps using the left/right arrows, or delete steps.
Click Save.
When deleting a step that has already been saved, a confirmation prompt appears.
Downloading Data
From the funnel detail view:
Download (in the menu) — exports the full funnel data as an Excel file.
Download leads — available per step from the step header menu. Exports matching leads for that step.
Download Calls details — available per step from the step header menu. Exports conversation details for that step.
Download options per step are available only for steps that have been saved (not for newly added, unsaved steps).
Managing Labels
In the table view, you can add or remove labels on each funnel directly from the list. Click the label area on a funnel row to manage its labels or create new ones.
Resetting Cached Data
Funnel step counts are cached for performance. If you need fresh data, open the funnel detail view and select Reset cache from the menu. This forces a recalculation of conversation counts for all steps.
Deleting a Funnel
Open the funnel detail view.
From the menu, select Delete.
Confirm the deletion when prompted.
Deleting a funnel is permanent and cannot be undone.