We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

With User journey funnels, understand engagement and drop-off rates of users at each stage of a bot conversation flow.

With user journey funnels, you can:

  • Optimize existing bot flows to reduce customer drop-offs 

  • Improve bot resolution rate by understanding customer behavior

  • Guide customers to the right solution faster


  • Using user journey funnels, a business can understand the type of support their customers require.

  • Let’s say refund queries are the most common type of query, by using user journey funnels, the business is able to view that there happens to be an 80% drop-off for the ‘refunds’ bot flow. 

  • The business decides to modify its bot flows to reduce the drop-off. After modifying the bot flows, they notice that drop-offs have decreased significantly, and customers are getting the help they need. 

How to use User journey funnels:
User journey funnels require that your bot is published and customers have interacted with the bot. User journey funnels will provide data for only the last 30 days at any given point. 

  • Navigate to the bots module and click on the bot for which you’d like to analyze the user journey funnel. 

  • Under Analyze > User Journey Funnel, you can click on any dialogue box to view the expanded user journey funnel. 

  • The filter option allows you to filter the duration for which you wish to view the user journey funnel. You can set the time period as: 

    • Previous Day 

    • Last 7 days 

    • Last 30 days

  • The percentages indicate the percentage of customers who choose that particular option, for example, 50% in the dialogue box indicates that 50% of customers clicked on that bot option.

  • If ‘QnA suggested’ appears on the bot dialogue — the bot matched the user’s query with a question and answer configured in the ‘Answers’ module. 

  • Free text inputs. email and phone numbers collected by the bot will be compiled and appear as a separate dialogue box under 'User Dialog.' Individual responses for these types of inputs cannot be viewed using user journey funnel analytics. However, you can view what percentage of customers choose to input their phone number, email, or any other text. 


User dialog

User dialog refers to the input provided by the user while interacting with the bot. 

Bot dialog

Bot dialog refers to the response provided by the bot to the user. 


Drop-off indicates that the customer abandoned the bot conversation at that point, meaning they did not choose any option to continue the conversation. Drop-off will only appear for the user dialog, as only the user can abandon a conversation. Drop-off will always appear at the top of user dialog to help you analyze how many users are leaving the conversation.