How to read the Synaptiq conversion funnel, identify drop-off points, and improve conversion at every stage.
The conversion funnel in Synaptiq shows you exactly where visitors progress and where they fall off between first interaction and closed deal. Navigate to /admin/funnel to access it. This guide explains each funnel stage, teaches you how to interpret the visualization, and provides concrete strategies for improving conversion at every level.
Synaptiq tracks five sequential stages. Every visitor who interacts with your chat widget enters the funnel, and the chart shows how many make it from one stage to the next.
Definition: A unique visitor loaded a page where the Synaptiq widget is installed and the widget rendered successfully.
This is the widest part of the funnel and represents your total addressable audience. Visitors are counted by unique session (deduplicated by browser fingerprint within a 24-hour window).
What influences this number: Your site traffic, the number of pages with the widget installed, and whether the widget loads correctly on all devices and browsers.
Definition: The visitor interacted with the chat widget by either clicking to open it or sending at least one message in response to the AI greeting.
Not every visitor will engage. The ratio of engaged visitors to total visitors is your widget engagement rate and reflects how compelling your widget placement, greeting message, and trigger timing are.
Typical engagement rate: 3%--10% for B2B sites, 8%--15% for B2C or product-led sites.
Definition: The engaged visitor provided enough information during the conversation for Synaptiq's AI to evaluate them against your qualification criteria, and they met or exceeded your scoring threshold.
This stage represents the AI doing its core job: filtering out casual browsers and surfacing genuine prospects. The engaged-to-qualified ratio tells you how well your conversation flow extracts qualifying information and how well-targeted your traffic is.
Typical qualification rate: 15%--35% of engaged visitors.
Definition: The qualified lead scheduled a meeting, demo, or call through the in-chat booking flow or followed a calendar link provided by the AI.
Synaptiq tracks this stage when a booking event fires from your connected calendar integration (Cal.com or Calendly). If you don't use in-chat booking, you can configure this stage to trigger on a custom event instead (see Settings > Funnel > Stage Mapping).
Typical booking rate: 20%--40% of qualified leads.
Definition: The lead completed your defined conversion action — typically a closed-won deal, a signed contract, or a paid subscription.
This stage is updated manually by your team or synced automatically from your CRM integration. Because sales cycles vary, this stage may lag behind the others by days or weeks.
Typical conversion rate: 10%--30% of meetings booked, depending on your sales process and deal complexity.
The funnel chart uses a horizontal bar visualization where each stage is a bar proportional to the number of records at that stage. Here's how to read it:
Toggle between Count and Percentage views using the switch in the top-right corner of the chart.
Between each pair of bars, Synaptiq displays the drop-off rate — the percentage of people who did not advance. For example, if 1,000 visitors engaged but only 250 qualified, the drop-off between Engaged and Qualified is 75%.
The drop-off labels are color-coded:
Click Compare to overlay a previous period's funnel on top of the current one. This is the most powerful way to measure the impact of changes you've made. For example, after revising your AI greeting message, compare this week's funnel to last week's to see whether the Visitor-to-Engaged conversion improved.
Use the Segment dropdown to slice the funnel by:
The most actionable insight from the funnel is finding where the biggest drop-offs occur. Here's a systematic approach:
Start with the largest percentage drop. This is your biggest opportunity. Even a small improvement at a high-drop-off stage will have a larger absolute impact than optimizing a stage that already converts well.
Check whether the drop-off is consistent. Use the time period comparison to see if the drop-off rate has been stable or is getting worse. A worsening trend demands immediate attention; a stable one may be structural and harder to move.
Segment the drop-off. Use the segment breakdown to see if the problem is isolated. For example, if mobile visitors drop off at the Engaged stage at 2x the rate of desktop visitors, the issue might be a widget rendering problem on mobile rather than a messaging problem.
Review conversation transcripts. For the Engaged-to-Qualified drop-off specifically, go to /admin/leads, filter for leads with status "New" (engaged but not qualified), and read through several conversation transcripts. Look for patterns: are visitors abandoning at the same question? Are they confused by the AI's phrasing?
The goal is to get more visitors to interact with the widget.
The goal is to collect enough information to evaluate the lead without losing them.
The goal is to make scheduling frictionless.
The goal is to close deals from booked meetings.
If your sales process doesn't match the default five stages, you can customize the funnel. Go to Settings > Funnel > Stage Mapping to:
Changes to funnel configuration are applied going forward; historical data retains the stage mapping that was active when each record progressed.
Set up automated alerts so you're notified when funnel performance changes significantly. Go to Settings > Notifications > Funnel Alerts and configure:
Alerts can be sent via email, Slack, or webhook.
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