Funnels
Introduction
Elevate your experience with Funnels, a dynamic feature that empowers you to guide and track records through a strategic flow. Designed to visualize and optimize each stage of the customer journey, Funnels offer a comprehensive framework for achieving key objectives and driving successful outcomes. This independent feature allows you to add any CRM record into a funnel, making it highly adaptable to various use cases. The Goal within Funnels further enhances its functionality by allowing you to set and monitor specific targets, ensuring that your business objectives are met efficiently.It is designed to guide records through a series of stages based on predefined criteria or add records for tracking. As records enter a Funnel, they can progress through different stages, allowing for efficient management and tracking of their journey.
Key Benefits of Funnels
Process Versatility: Funnels are an independent feature that can be dynamically applied to any CRM record, functioning independently of specific modules. They offer versatility in both lead management and broader process management. You can easily add records to a funnel and let them progress through stages based on predefined criteria, making funnels a flexible tool for various use cases.
Dynamic Flexibility: Utilize the dynamic nature of funnels with advanced filtering, delays, and decision-making based on user modules.Funnels respond to different criteria and user data, allowing for custom flows that change with real-time needs.. Automate the movement of records through stages based on pre-set criteria to reduce manual effort and maintain an organized workflow. Seamlessly manage records in funnels through workflow, chatbots, connectors, and smart replies ensuring smooth integration with existing systems and enhancing overall efficiency and accuracy.
Visualise Record Progress: Funnels offer a clear, visual representation of where leads are in their journey. This visual mode helps you see the overall flow and progression of leads through different stages, making it easier to manage and analyse their path from initial contact to final conversion.
Here are some use cases
1.In a retail company, when inventory levels for a specific product fall below a set threshold, the system tags the product record as "low stock." This triggers a funnel that automatically looks up supplier details and previous order history. The funnel then sends an automated purchase order request to the supplier, updates the inventory records, and creates a follow-up task for the procurement team to confirm the order. This automation helps maintain optimal stock levels and prevents stockouts.
2. In a bank, when a tag is updated to "Loan Submitted," a funnel is activated to manage the application. It filters the application based on criteria such as credit score and income. If the application meets the criteria, a confirmation email is sent, additional documents are requested, and the application is forwarded to a loan officer. If it does not meet the criteria, the applicant is notified of the disqualification and offered alternative options.Additionally, the applicant may be directed to a specialized chatbot for further assistance. This chatbot, which receives relevant information from the funnel, provides personalized support and answers detailed questions about the loan products. After the chatbot interaction, the process returns to the funnel, which continues with further messages and updates the application status as needed.
3.In a real estate agency, when a property listing is updated to "Price Reduced," a funnel activates to manage the update and track goal progress. The funnel filters listings based on type and location, then sends alerts to interested buyers, schedules viewings, and assigns follow-up tasks to agents. It also monitors progress towards goals such as increased viewings or offers.
Creating a New Funnel
To create a new funnel go to the right side main menu, then click on "Flow Builder" and from the drop down select “Funnel” as shown below;
Click on the Create New Flow button (see the below picture)
Provide a name for your funnel in the designated field.
Add a description (optional) for the funnel to provide a brief overview or details about its purpose.
Select the Funnel as the flow type
Select the folder where you want to save this funnel. Folders help you organize your workflow systematically.
Click on "Create Flow" to create the funnel and it will open the Canvas where you can start building your Funnel visually
From there, you can begin adding and configuring the desired steps, defining the conversation flow, and customizing the funnel’s behaviour.
Steps
Goal Step
Goal step is a unique feature within Funnels which is designed to track and measure progress towards specific stages in the user's journey.
Key Features of the Goal Step
Stage Identification : Goals act as clear markers that highlight important stages in the user journey. This allows you to assess the current status of each lead
Customization: Goal steps can be customized with a specific name and an optional description, providing detailed context for each milestone.
Progress Tracking : You can assign a percentage value to each Goal step to represent the lead’s progress. This helps you measure how far a lead has moved through the funnel and whether the overall objectives are being met. Importantly, the percentage for each individual goal step must be 100% or less.
Setting Up a Goal Step
Insert the Goal step at the appropriate stage within your Funnel to define specific objectives that you want to achieve.
To track Goal progress by percentage, you must enable the "Track Goal Progress by Percentage" option at the beginning of the Funnel setup.
Some use cases related with Goal Step
Travel Industry: Vacation Booking Funnel
When a potential traveller shows interest in booking a vacation package, their record is added to a funnel specifically designed for vacation bookings. The funnel begins with sending an email featuring popular vacation packages and special offers, setting progress at 30%. If the traveller doesn’t proceed with a booking within 3 days, a follow-up email with personalised package recommendations based on their preferences is sent, advancing progress to 55%. A week later, a reminder email with a limited-time discount offer is sent, pushing progress to 80%.Later a message is sent to encourage future bookings, marking the final progress at 100%.
Retail Industry: Seasonal Sale Funnel
In the retail industry, when a customer shows interest in a seasonal sale, their record is added to the seasonal sale funnel. The funnel starts with an announcement email, marking progress at 20% towards the goal. A follow-up SMS with an early bird discount code is sent, advancing progress to 40%. A day before the sale, a notification message serves as a reminder, increasing progress to 60%. A campaign is then executed, targeting all potential customers with a reminder about the sale and special promotions via email and SMS, raising progress to 90%.After a month can filter and check whether the customer made a purchase during the sale or not, if purchased then reaching 100% progress.
How to add Funnel field to your CRM module
To add a funnel field to a module, simply drag and drop the funnel field from the left side panel to the right side of the module builder canvas. Once added, you will be able to view and manage funnels directly within this module.
To understand more about CRM Module Builder and its data fields click here
In the module builder of the CRM module, the funnel data field is there under the system fields section. You have to drag that and drop it to the right side of the builder canvas to view the funnel in the respective module.
After adding the funnel field into the module builder canvas, you will be able to view and manage funnels both in the add record form as a field and within the module itself. The funnel field will list the funnels that the record has gone through. (See the below images for reference).
Starting Step
The Starting Step is where you configure the essential settings for your Funnel. This includes selecting the CRM module and setting up percentage-based progress tracking for Goals.
Send Message
To send a WhatsApp message, choose "Send Message" from the action options.Click here to Read More
Actions
Actions are essential for automating funnels and include functionalities like sending WhatsApp messages , email, assign chat etc, Teambox actions for chat management, counters for tracking and limiting quantities etc. These actions streamline operations, ensure timely communication, and enhance overall efficiency within your automated processes.. Read more
Filter
The Filter step in workflows is used to validate and route data based on specific conditions. It allows you to direct data flow depending on whether certain criteria are met. Key options include checking for true or false conditions and setting up multiple conditions using "Match All Conditions" or "Match Any Conditions" criteria.Read more
Map Contact
The Map Contact step is one of the most useful features in Workflow and Funnel. Whenever a record is inserted in Funnel/Workflow, the user can create a new contact with the data available in the record. For example, if a new lead enters a Funnel with a WhatsApp number and the user wants to create a contact in their Contact Module with this number, the Map Contact step in the Funnel Builder can be used to create the contact with the WhatsApp number. (Please find the below picture)
Delay
The Delay step introduces a pause between actions to enhance the user experience. You can adjust the delay duration from 1 to 60 seconds based on your needs.. Read more
Smart Delay
This step allows you to schedule actions based on a specific date and time, optimising your automation for timing. . Read more
In this step while mapping Identifier make sure to map current record id from attributes to track the smart delay in 360° view.
Save Data
The "Save Data" step allows you to store or update information in a conversation's row within a flow without user input. Click here to Read more
Route to Chatbot
In some cases, you may need to direct a user from a funnel to a different chatbot.
For example, if a lead shows interest in a particular product but hasn’t completed the purchase, you can route them to a chatbot designed to answer specific product questions and offer additional support. By passing relevant attributes from the funnel to this chatbot, you ensure the conversation remains personalized and relevant, helping to effectively address the lead’s needs and potentially convert them into a customer.
To do this step, select the desired channel and chatbot, then map the necessary attributes and values that should be transferred to the new flow. These transferred values will appear as "Routed Flow Data" under attributes in the destination chatbot, maintaining the continuity of the conversation.
The image below illustrates how to map attributes from the funnel and shows where these mapped attributes will appear in the routed chatbot.
Click on Select Attributes in the Route to Chatbot step of flow, then a settings pop up will appear, in that click on Select Attributes and map the required data that need to be passed
Open the chatbot where the funnel record will be routed, In there you can view the values that have been transferred from the funnel flow.
Trigger HTTP
The Trigger HTTP API step allows you to integrate your flow with external platforms by sending or receiving data through APIs. This feature enables you to enhance interactions and exchange information seamlessly, improving the overall functionality of your automation without needing advanced coding skills. Read more
Splitter
The Splitter step lets you allocate users to different paths within a flow based on a configured percentage. Read more
Formatter
The Formatter step is a powerful tool for converting data into the desired format. Read more
Data Lookup
The "Data Lookup" step in Picky Assist CRM allows you to search for specific details within CRM modules and retrieve or manipulate data. You can use it to search records, add new entries, update existing ones, or delete records based on specified criteria. This functionality enhances your CRM interactions by providing accurate and personalized responses based on dynamic data retrieval.
To use the "Data Lookup" step, choose the target module and select one of the following action types:
Add New Record: Adds a new record to the selected module.
Search Record: Searches for records based on given criteria and returns the results.
Update Record: Updates one or more records according to specified criteria.
Delete Record: Deletes records from the module based on provided criteria.
Apps
In the Funnel, the Apps Step allows you to integrate third-party applications. Currently, ChatGPT is available as a default app for enhanced functionality. Click here to read more
Users
The " User" step in your funnel is a versatile tool designed to efficiently manage and assign tasks based on user availability and attributes. It allows you to filter users by their status (Online, Offline, or Both), sort them by criteria such as Last Seen, Last Chat Assigned Time, or Random, and set the sorting direction to Ascending or Descending. You can also control the number of users displayed by setting a limit and store the results for future use by saving them to a variable.
Additionally, by enabling filtering options, you can further refine user selection based on Departments, Roles, specific Users, or Hierarchical Levels, ensuring precise targeting and effective task management across different organisational levels.
Managing Records in a Funnel
How to Add or Remove Records from a Funnel
You have several options for managing the movement of records into and out of Funnels.Only users with the appropriate permissions can add or remove records from a Funnel.
Through CRM
User can manually add or remove records from a Funnel through the 360° view.Please note that only users with specific permissions can perform these actions.
If the funnel field is added to the CRM module, you can add funnel when creating a new record through form and also in the list view of your module, the funnel field will display against each record, from there also you can add funnel.
Using Connectors, Workflows, and Chatbots
Select Add Record to Funnel or Remove Record from Funnel from the Action Step.
Enter the Record Details
Optional: Check the “Don’t Add Record to Funnel if Contact is Already in Funnel” checkbox to avoid adding the same contact again
From Smart replies
Records can be added to or removed from Funnels via Smart Replies. Users can select "Add Contact to Funnel" or "Remove Contact from Funnel" from the Actions button in Smart Replies.
Note: Smart Replies can only trigger funnels associated with the contact module.
CRM Filters for Funnel
In our CRM system, the Funnel field can be efficiently filtered using the following criteria, which will only appear under filters if the CRM module includes the Funnel field.
Funnel Name: Filter records based on the name of the funnel to quickly locate specific funnels.
Goal Percentage: Filter records by the progress percentage to monitor the stage completion within a funnel.
Funnel Status: Filter records based on their status within the funnel to track exited, completed, or in progress.
Here’s an example of how funnel filters can be effectively used to enhance customer onboarding:
A company uses a funnel to manage customer onboarding with a target of 75% completion. They apply the Funnel Name filter to focus on specific onboarding programs, such as "Enterprise Onboarding," and use the Funnel Status filter to track stages like "In Progress" and "Completed." The Goal Percentage Equal To filter helps identify customers who have reached exactly 75% of the onboarding process, allowing the team to provide additional support as needed. The Goal Percentage Greater Than filter highlights customers who have exceeded 75%, enabling the team to recognize successful onboarding efforts and streamline the process for others. This approach improves the efficiency of customer onboarding and enhances overall satisfaction.
Visualising Funnel Details in 360° view
In the automation section of the 360° view for each record, all related funnels are listed along with their current status and details.
Clicking on the Goal Info icon displays a visual representation of the funnel's progression towards achieving its each goal. This visual representation of the funnel's status helps users quickly assess where each record stands in its journey through the funnel stages.
The image below illustrates a funnel which is in progress:
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