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🎯 Funnels System - Complete Guide

The Funnels System is a powerful Kanban-style sales management tool.

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📋 What are Funnels?

Funnels (or Pipelines) are visual flows that organize conversations into stages, allowing you to track the customer journey from first contact to closing. Sales Funnel Example: 
🆕 New Lead  →  📞 Contacted  →  💰 Proposal  →  ✅ Closed
                                            ↘  ❌ Lost

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Why use Funnels?

  • ✅ Clear visualization of sales pipeline
  • ✅ Organization of conversations by stage
  • ✅ Tracking time in each step
  • ✅ Team management with multiple agents
  • ✅ Checklists to not forget any step
  • ✅ Metrics conversion by stage

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🚀 Access Funnels

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Via Sidebar

  1. In left sidebar, click “Funnels”
  2. You’ll see list of available funnels

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Via Conversation

Inside a conversation, you can:
  1. Click Funnel icon at top
  2. Add conversation to a funnel

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📝 Create Your First Funnel

1

Access Funnels Screen

Sidebar → Funnels → “New Funnel” button
2

Configure Funnel

Name: Type descriptive name
Example: "B2B Sales Pipeline"
Description: Optional, describe purpose
Example: "Funnel for corporate lead qualification"
3

Define Stages

Add stages to your process:Sales Example:
  • 🆕 New Lead - First contact
  • 🔍 Qualification - Assess fit
  • 📞 Presentation - Demo/meeting
  • 💰 Proposal - Proposal sent
  • 🤝 Negotiation - Final adjustments
  • ✅ Closed - Customer won
  • ❌ Lost - Not converted
4

Advanced Settings

Auto-assignment: Automatically assign to agents Time limits: Define maximum time per stage Required fields: Mandatory fields per step
5

Save

Click “Create Funnel”

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🎨 Kanban View

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Understanding the Board

┌───────────────────────────────────────────────────────┐
│ Pipeline de Vendas                       [+] Add Stage│
├─────────────┬─────────────┬─────────────┬────────────┤
│ New Lead(3) │ Contact(2)  │ Proposal(1) │  Closed(5) │
├─────────────┼─────────────┼─────────────┼────────────┤
│┌───────────┐│┌───────────┐│┌───────────┐│┌──────────┐│
││👤 John S. |||👤 Mary    |||👤 Carlos  |||👤 Ana    ││
││💰 $5,000  |||💰 $3,200  |||💰 $10,000 |||💰 $2,500 ││
││⏱️ 2 days  |||⏱️ 1 week  |||⏱️ 3 days  |||✅ Won    ││
│└───────────┘│└───────────┘│└───────────┘│└──────────┘│
└─────────────┴─────────────┴─────────────┴────────────┘

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🔄 Move Conversations Between Stages

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Drag and Drop

  1. Click conversation card
  2. Drag to desired stage
  3. Drop to move
  4. Stage updates automatically

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Via Conversation

  1. Open conversation
  2. Click “Move to Stage”
  3. Choose new stage
  4. Confirm

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✅ Stage Checklists

Add checklists to each stage to ensure all steps are followed:
  1. Edit Funnel: Go to funnel list and click “Edit”
  2. Add Checklist: For each stage, you can add checklist items
    • Ex: In “Qualification” stage, add “Check budget”, “Identify need”
  3. Check Items: When moving conversation to stage with checklist, agents can mark items as complete

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⏱️ Stage Timers

Monitor time conversations spend in each stage:
  1. Start Timer: Timer can start automatically upon entering stage or manually by agent
  2. Pause/Reset Timer: Agents can pause or reset timer as needed
  3. View: Time spent in each stage is visible on conversation card and funnel reports

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👥 Agent Assignment per Stage

Assign agents or specific teams to certain stages to ensure conversations are handled by right specialists:
  1. Configure Assignment: When editing funnel stage, you can define which agents or teams are responsible
  2. Automatic Assignment: When conversation enters that stage, it can be automatically assigned to configured agent/team

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💰 Products and Appointments in Funnels

Associate products and appointments directly to conversations within funnel:
  1. Add Product/Appointment: In conversation panel, you can link products from your catalog or appointments to conversation
  2. View on Card: This information can be displayed on Kanban card for quick view

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📊 Funnel Metrics and Reports

Chatwoot offers detailed reports on your funnels’ performance:
  • Average Time per Stage: Identify bottlenecks in your process
  • Conversion Rates: See how many conversations advance from one stage to another
  • Conversation Volume: Monitor number of conversations in each stage over time

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💡 Tips and Best Practices

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Organization

✅ Clear stage names: “Qualified” instead of “Stage 2”
✅ Logical sequence: Order stages by workflow
✅ Limit stages: 5-7 stages ideal
✅ Distinct colors: Easy visual identification

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Performance

✅ Monitor bottlenecks: If stage accumulates, review
✅ Set SLAs: Maximum time per stage
✅ Train team: Everyone must understand process
✅ Review regularly: Optimize stages based on metrics

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🚀 Next Steps