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Funnels

Create multi-step funnels to track how conversations progress through sequential stages, measure conversion between steps, and see the drop-off at every stage. This article is automatically maintained (funnels).

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 drop-off.

How It Works

Accessing Funnels

Expand Dashboard in the main navigation and select Funnels. This shows the full list of funnels available in your organization.

Who Can Use Funnels

Action

Requirement

View funnel list and details, download reports

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 (up to four steps are shown in the preview).

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

  1. On the funnel list page, click Create. This button is only visible if you have manage permission.

  2. Enter a name for the funnel.

  3. Optionally assign a team. Team assignment is organizational — it helps group funnels by team but does not restrict access.

  4. Add steps to define each stage. Every step is a column with three editable parts:

    • a step title at the top of the column (a new step starts with the title Total),

    • its own set of filters, which decide which conversations are counted in that step,

    • a drop-off label at the bottom of the column (a new step starts with the label Drop-off).

  5. Click Create when all steps are configured.

Use the + button to the right of the last column to add another step. A new step is created with a copy of the previous step's filters, so you only need to add the extra condition that defines the next stage.

A funnel can have up to 15 steps. Both the step title and the drop-off label are required. Filters are optional — a step without filters matches every conversation in the selected period.

Setting Step Filters

While a step column is open for editing, a + button below the step title opens the filter picker for that step.

  1. Click + to open the list of available filters.

  2. Pick a filter from the list, set its value, and confirm it.

  3. The filter appears as a chip next to the button, and the picker stays open so you can add more filters one after another.

  4. Close the picker by clicking outside it when you are done.

Each filter you add narrows the step further — a conversation must match all of the step's filters to be counted there.

To change a filter you already added, click its chip and adjust the value — the chip's editor closes as soon as you confirm the change. To remove a filter, use the delete icon on its chip.

Date range and record type are not offered as step filters, because they are set once for the whole funnel above the columns. Comment and review filters are also unavailable at step level.

Filter changes are part of the step edit — click Apply in the step header to keep them, or the close icon next to it to discard the edit and restore the step's previous title. Only filters kept with Apply become part of the step.

Choosing What the Funnel Shows

Above the funnel columns you can adjust how the data is displayed. These controls apply to the whole funnel and are not saved with it — they go back to their defaults the next time you open the funnel.

  • Record type — choose which conversation types to include (calls, chats, emails).

  • Record direction — include inbound, outbound, or both. Both directions are included by default.

  • Calls and leads toggles — the phone icon shows conversation counts, the person icon shows lead counts. Both are on by default, and at least one must stay selected.

  • Month picker — the period to analyze. The current month is selected by default, and you can pick another month or a custom range.

Conversations must match both these settings and the step's own filters to be counted in that step.

Counting by conversation and counting by lead answer different questions:

  • Calls — each conversation is counted separately.

  • Leads — unique contacts are counted, so a contact with several conversations counts once.

When both are shown, lead numbers appear as the main figure in each column and conversation numbers as the smaller figure below.

Duplicating a Funnel

To quickly create a new funnel based on an existing one:

  1. In the funnel list (table view), click the duplicate icon on the funnel row you want to copy.

  2. Confirm the duplication when prompted.

  3. The create form opens with the copied funnel's name (appended with "- copy"), steps, and filters prefilled.

  4. Adjust the name, steps, or filters as needed.

  5. Click Create to save 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. Reading a column from top to bottom:

  • Column header — the step title, the number of leads and conversations that reached this step, and, next to each number, how that step compares with the first step of the funnel. The first step is the 100% baseline.

  • Column middle — the conversion rate from this step to the next one, shown on the connecting shape.

  • Column footer — the drop-off label (Drop-off unless you renamed it) with everything that was in this step but did not reach the next step: the number lost and that loss as a percentage of the current step.

The last column has no drop-off figure, because there is no next step to compare it with.

Hover over a step column header to see the filters applied to that step, open the matching conversations, or download that step's data. Hovering over the drop-off area shows a link button that opens the conversations that stayed behind at that step. This button appears when both the calls and leads figures are displayed and the next step simply adds conditions on top of the current step — if the two steps use unrelated filters, the difference between them is not a true drop-off and cannot be opened.

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.

The agent filter is not available while editing a funnel — it is automatically disabled in edit mode.

Editing a Funnel

  1. Open the funnel detail view.

  2. From the menu, select Edit.

  3. Modify the funnel name or team at the top of the page. Hover over a column and use the pencil icon in the header to change the step title and filters (see Setting Step Filters), or the pencil icon in the footer to rename the drop-off label for that step. Confirm each change with Apply.

  4. Add new steps, reorder steps using the left/right arrows, or delete steps.

  5. Click Save.

While in edit mode, the record type and record direction selectors are hidden, and the by Agent toggle is disabled. To change the record type or direction, exit edit mode first — these selectors are available from the detail view whenever you are not editing.

When deleting a step that has already been saved, a confirmation prompt appears. If you leave the page with unsaved changes, the browser prompts you to confirm.

Downloading Data

From the funnel detail view:

  • Download (in the menu) — exports the full funnel as a spreadsheet with one row per step: step title, number of conversations, number of leads, the step's drop-off label, and the filters applied. Column headers use your profile language, falling back to the organization language.

  • 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. For steps with more than 300 conversations, the download is queued and delivered asynchronously.

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.

Cached and Live Data

Funnel step counts are cached for performance when the selected date range covers only closed (past) months. When the date range includes the current month, counts are always fetched live — you do not need to take any action to see up-to-date numbers for the current month.

For date ranges that cover only past months, cached counts are used by default. If you need to force a refresh of past-month data, open the funnel detail view and select Reset cache from the menu. This option is only available when the selected date range does not overlap the current month.

Deleting a Funnel

  1. Open the funnel detail view.

  2. From the menu, select Delete.

  3. Confirm the deletion when prompted.

Deleting a funnel is permanent and cannot be undone.

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