The Funnel is the set of stages each prospect moves through — for example "New", "Qualified", "Visit booked", "Closed" — and your agent moves each chat between stages using the rule you write on each one. You can have up to 10 stages, decide in which ones the AI keeps replying, and use the discard stage for chats that are not prospects. It is in your agent's 📊 Funnel tab.
Create a stage
- 1
Open the "📊 Funnel" tab
In your agent's settings, inside the ⚙️ Rules group. You will see "Funnel stages" with a counter out of 10.
- 2
Add the stage
Pick a color, type the "Stage name" (up to 40 characters) and the rule "Move into this stage when…" (up to 200 characters). The AI uses that rule to decide when to move the conversation.
- 3
Decide whether the agent replies
With "Auto agent" on, the agent keeps handling chats in that stage; off, it leaves them to your team.
- 4
Click "Add stage"
Drag stages to reorder them. At 10 you will see "Maximum reached".
Write concrete, observable rules: "Move into this stage when the customer confirms a visit" works better than "when they are interested".
Stage options
- 🤖 Auto agent — chats that enter the stage have the agent turned on or off. If you change it on an existing stage, it asks you to confirm and also applies to chats already in it.
- Chat status — gives chats in the stage a custom status. It only appears if you have custom chat statuses.
- Stage version — by default, "Current version" (the version published on the channel). You can pin a saved version so chats in that stage are handled with it. It only appears once your agent has at least one saved version; see Versions and publishing.
- Conversion event (Meta) — sends a qualified-lead event to Meta for contacts who came from Meta ads. It needs the Meta integration connected and starts switched off.
- Conversion event (Google Ads) — choose the Google Ads conversion action recorded when a chat enters the stage. It needs Google Ads connected.
Beta
Google Ads conversions are in beta and may not be available in your account yet.
Discard stage
Below your stages there is always the Discard stage ("Discarded"), for chats that are not prospects. It does not count toward the 10 and cannot be moved. If you switch it off, it stays in the funnel but the agent ignores it.
Under "Customize" you can:
- "Discard anything outside the agent's purpose" (on by default).
- Add extra instructions (up to 500 characters).
- Add up to 25 keywords: a message that contains one is discarded without the agent judging it.
- Write an optional farewell message (up to 500 characters), which replaces that turn's reply on WhatsApp, Instagram and Messenger.
- "Stop replying in that chat" (on by default) and "Don't answer the message that discards it" (off by default).
- "Allow new reasons" (on by default).
Discard reasons show up in the funnel in Analytics.
Limits
| Item | Limit |
|---|---|
| Stages | 10 (+ discard) |
| Stage name | 40 characters |
| Stage rule | 200 characters |
| Discard keywords | 25 |