Funnels

What a funnel shows

Open “Funnels” under “Analytics”. On the list page, click a funnel name. Its separate page with stage columns opens; the header shows “Funnels → name” breadcrumbs. A lead can participate in several funnels but occupies only one stage in each.

Use “Search by name” on the left above the list to find a funnel. The “Add” button is on the right of the search field.

Each stage card shows two counts:

Count	What it measures
Now	Leads currently at this stage. Selected dates do not affect this count.
In period	Entries during the selected dates, including repeat entries by the same lead. Redelivery of the same event does not increase the count.

Select a passage period of up to 366 days. Dates include entire days in the browser’s time zone. The UTM filter applies to both counts using tags saved on funnel entry. Later changes to the lead’s tags do not change that participation’s history. Leaving and entering again saves new tags.

Counts refresh approximately every 15 seconds. You can also click “Refresh”; history may appear shortly after a transition.

Create a funnel and stages

Click “Add”. In the creation dialog, enter only a name. The funnel opens with its first “New lead” stage. It works immediately: saved conditions apply to new events. The “Settings” button lets you rename the funnel.

Click “Add stage” beside the columns. In an existing column, open the three-dot menu to the right of its name and select “Settings”. In the stage dialog, set its name and choose a colored square. The selected color has an outline and appears as a stripe at the top of the column.

To change the order, drag a column by the handle to the left of its name to the desired position. The order is saved immediately. With a keyboard, focus the handle, press Space, move the stage with the left or right arrow key, then press Space again. Escape cancels the move.

Select “Delete” in the stage menu. Click “Delete” in the confirmation dialog. Only an empty stage can be deleted: move its leads to another stage first. At least one stage must remain. The deleted stage is hidden from the funnel, while its record and history are kept; conditions targeting the deleted stage are also deleted. Conditions for other stages are kept.

A funnel supports up to 30 stages. A project supports up to 100 funnels.

Transition conditions

Click “Add condition” at the bottom of the desired column: the entire footer is a button. The transition dialog shows “To stage” and the selected destination stage’s name in its subtitle. The rule name and all its settings are available immediately in one dialog. The destination is fixed to the column where you opened the dialog. Click a saved condition’s name in its column to edit it.

Select a parameter and configure it directly in the dialog. You can add another condition here as well. All added parameters are edited in the same dialog, without moving between steps.

Before saving, review “When to check” below the parameter list. Choosing the type of a single condition selects a matching event: for example, an assignment change for agent assignment or a variable change for a variable. You can change this event. The rule is checked only when it occurs, while other parameters determine whether the lead qualifies. Use separate rules for different events and separate stages for a sequence of events.

Parameter	Available checks
Segments, spaces, subscription	Membership, subscription, blacklist and blocking.
Consents	Pending segment consent or accepted consent.
Lead variables	Text, number, boolean or list item.
Agents	Assignment in a private dialog or a sent response from the selected agent.
Event metrics	A metric on a specific event linked to the lead and the agent that collected it. Aggregate dialog metrics are excluded.
Messages	Sent, delivered or sending failure for a message linked to the lead.
Channel and platform	The lead’s channel or platform as an additional condition.

Select the resource: the field is labeled “Segment”, “Agent” or another resource name. Search by name is available directly in the select field; the selected name is retained while searching for other options. For metrics, also select the metric. Changing the agent clears the previous metric and its comparison. Agent assignment supports an agent role. You can remove unwanted conditions.

For subscriptions, blocking, blacklists, membership and consents, choose a state such as “Subscribed / Not subscribed” or “Blocked the bot / Has not blocked the bot”. A separate comparison with “Yes” or “No” is not required. For a sent response, selecting the agent is enough. Other parameters provide a comparison and value. Comparisons match the variable or metric type: number, text, boolean or list. Platforms have readable names and icons, such as Telegram and VKontakte.

Under “Conditions”, choose AND or OR. Metrics, responses, message delivery are checked against a specific new event. In group chats, only the lead that can be linked to that event is considered, not every participant.

AND requires all conditions to match one event, such as two metrics from the same analysis. Responses from different agents, analyses by different agents cannot be joined with AND; use separate stages for a sequence of these events. OR accepts any alternative, such as “lead is in a segment OR an agent response arrived”. An agent response condition only supports a sent response; absence of a response is not an event.

A lead can enter a stage from any previous stage or from outside the funnel. If conditions match several following stages, the furthest one in column order is selected. Each event performs one transition per funnel; skipped stages are not counted automatically. The order of rules within a stage does not affect the destination. A created or edited rule starts working after it is saved. You can remove a rule you no longer need. A deleted rule is hidden and no longer runs; its record and transition history are kept. The limit is 100 rules that have not been deleted and 20 conditions per rule. Click “Save” to apply all settings or “Cancel” to close the dialog without saving.

Funnel rules do not move leads backwards or repeatedly to their current stage. You can move a lead backwards manually or with an automation action.

Use “Move to funnel stage” to move leads from an automation. Use “Lead is at funnel stage” to check the current position. Changes to automation or step statuses are not funnel conditions. Transition history displays the name of the automation that performed the move.

Transitions do not start agents, segment subscriptions or automations. Editing rules does not move existing leads or recalculate past stages. After changing conditions or stage order, only events occurring after that change are processed; older queued events are skipped. Renaming, changing stage colors and saving without changing the logic preserve pending events. Delivery or metric updates to an already sent message do not count as a new agent response. A “missing metric” condition checks an empty value in the selected agent’s result, rather than the absence of analysis itself.

After a manual move or an automation move step, older changes still waiting in the queue no longer move the lead in that funnel. After an exit, they do not add the lead back either. New changes continue to trigger transition conditions. Moving a lead in one funnel does not block conditions in other funnels. Test leads do not participate in transitions and are not offered for manual placement.

Add existing leads

Select “Move leads” in the desired stage’s three-dot menu. The placement dialog has the title “Move leads” and a subtitle reading “To stage” with the selected stage’s name. Leads load immediately. The table uses the same display as the Leads section: a photo with the channel type badge, name and username or ID, channel, subscription and blacklist status, source, and creation date. It also shows the current funnel stage. On narrow screens, some columns are hidden and the current stage appears below the name. Changing the search or filters updates the list automatically. The “Refresh” button reloads the list.

Select individual leads or all leads in the list, then click “Move selected”. The table shows up to 50 leads and excludes those already at the target stage. Select a lead using its checkbox or by clicking its row. Changing filters or refreshing the list clears the selection. Reopen the dialog after moving leads to select the next batch.

The “Count skipped stages” checkbox in the placement dialog is off by default and applies only to the selected move. When checked, entering the third stage directly counts the first and second under “In period”; moving from the first to the third counts only the second. Under “Now”, the lead stays only at the destination stage. Moving backwards does not count previous stages. Reopening the dialog resets the checkbox to off.

The move and any skipped stages are recorded at the current time. Automatic transitions count only the destination stage; existing history is preserved. If a lead changes stage after the preview, refresh the selection. This protects a newer transition from being overwritten.

Find leads at a stage

Clicking the “Now” tile opens the current leads at the selected stage with the same entry UTM selected above the funnel. The passage period does not restrict this list. The Leads section also provides the “Funnels and stages” filter. Enter a name in search, select funnels and optionally individual stages, then click “Apply”. Multiple selections are combined with OR. “Reset” clears the selection. Entry tags are visible inside the funnel filter; “Clear entry UTM” removes only that restriction.

The “Funnels” block in a lead’s profile shows current stages and entry dates.

Transition history

Click the “In period” tile in the desired column. The history table opens with the same dates and UTM selected above the funnel. Each row shows the lead, date and time, source and destination stages, and the reason: a matched condition, manual addition or manual move.

A stage counted when entering a later stage has the reason “Included with stage…”. Repeat entries by the same lead appear as separate rows. Stage and condition names are kept as they were at the time of the transition. Renaming or deleting a condition does not change past records. A deleted lead’s entry remains with the label “Deleted lead”.

Click an existing lead’s row to open its profile. Newest transitions appear first. Click “Next” for the next page or “Back” to return.

Delete a funnel

In Settings, click Delete funnel. Check the name in the confirmation dialog and click Delete funnel. You can delete a funnel with leads: the leads and their transition history are kept. The funnel disappears from the list, current stages in lead profiles, filters, and automation choices. New transitions stop. Replace any configured automation steps that reference the deleted funnel: those steps can no longer execute.

Access and troubleshooting

Viewing funnels requires analytics view permission; settings require analytics management. Lead lists and profiles require lead view permission. Manual placement also requires lead management.

If passages do not change, check conditions, the lead’s position and stage order, the selected event, dates and UTM. Past events and rule edits do not create historical passages. If the issue remains after refreshing, send support the funnel name, lead and expected transition time.