Journey Funnel

A journey groups the flows of one errand into the steps the customer sees. An onboarding split into a personal-data flow, a documents flow and a signature flow is three flows for you and one errand for the customer, and the journey is what lets the web channel say step 2 of 3. You manage journeys under Conversational → Journeys; what they are and how to build one is in Journeys.

The funnel adds one more thing to a journey: an ordered list of goals that Conversation Insights uses to draw a single funnel across all of its flows. Without it, the report can only show one funnel per flow, ordered automatically.

Setting It Up

Open the journey and go to its Funnel section.

1. Add goals from the tenant's catalog (Settings → Data Models → Goals), each shown with its name and key.
2. Put them in the order customers are expected to reach them, with the up and down buttons. That order is the order of the bars in the report.
3. Remove any goal that should not be a stage.
4. Save the journey.

For the example above, the funnel could be Personal data completed, Documents received and Contract signed, each one recorded by a Goal node at the end of the corresponding flow.

When saving, empty entries are dropped and a goal listed twice keeps only its first position. A funnel holds at most 30 goals.

How the Report Reads It

Pick the journey in the funnel selector of Conversation Insights. The rules are the same as for a flow, with a wider group:

• Started is every customer who started any flow of the journey's steps in the selected month. Hidden flows are left out, as everywhere in the report.
• Each following bar is one goal of the funnel, in the order you set, and counts the customers of that group whose furthest goal is that one or a later one. The funnel never grows from one bar to the next.
• A customer completed the journey when they reached the last goal of the funnel; the rest of the group is incomplete.

A goal counts for a customer from their first start in the month onward, whichever flow recorded it: goals belong to the tenant, so a goal recorded in a flow outside the journey's steps counts too. The full counting rules are in Conversation Insights.

Things to Know

The funnel does not change what the customer sees. The step indicator on the web, the journey's validation and whether it is turned on are exactly the same with or without a funnel. A funnel that points at a deleted goal never breaks a journey.

Goals are not checked against the journey's flows. Goals belong to the tenant, so the funnel can list any goal of the catalog, and the report counts it whichever flow records it. A goal that no flow records counts nobody: its bar only shows the customers who reached a later goal of the funnel, and if it is the last goal, nobody completes the journey. Check that each goal has its Goal node in a published flow.

A deleted goal stays in the funnel. If a goal is deleted from the catalog, the funnel keeps it in its place, shown as deleted with the name of its most recent record written while it was still in the catalog (its key if it was never recorded before the deletion), until you remove it. Customers who reached it before it was deleted still count.

The order is yours, not the flow's. In a journey funnel the catalog order of the goals and their position in the flows are ignored; only the order of the list counts.

Saving other parts of the journey keeps the funnel. Editing the steps or the name does not touch the list of goals.