The Funnel is your visual CRM: a board with columns per sales stage (for example Inquired → Interested → Quoted → Booked) and a card per contact. At a glance you see where each possible booking stands — and the AI moves the leads on its own as the conversation progresses.
The board
- Each column is a stage; each card, a contact (with its channel, check-in/check-out, amount, last activity, whether it has unread messages, and whether the assistant is active or off in that conversation). Clicking takes you into their conversation.
- At the bottom of each column you see the quoted amounts added up by currency.
- With Sort you choose the criteria for the cards within each column: update date or amount, ascending or descending.
- Drag and drop the cards to change a contact's stage.
- When dragging, the Won and Lost zones appear at the bottom:
- When you drop in Lost, you choose the loss reason (it's recorded and feeds the statistics).
- When you drop in Won, the lead automatically moves to the stage you have marked as "won" (you'll see the notice "Lead moved automatically").
- Watch the reverse path: if you drag a Won lead to a stage that isn't marked as won, its status returns to "Open" (you'll see the corresponding notice).
- With the Download button you export an Excel with one sheet per stage: it includes name, phone, email, channel, country, stage, check-in/check-out, date and time of the 1st and 2nd follow-up, estimated amount and currency, last update, and one column per tag. It respects the active filters, exports all contacts (no limit), and shows the dates in your account's time zone, not your browser's.
ℹ️ Stage and status are different things. The stage is the step in the process (Interested, Quoted…). The customer status is the outcome: No status (still open), Won, Lost, or Archived. The Chats, Contacts, and Funnel filters let you combine both.
The AI moves the leads for you
The assistant analyzes each conversation and assigns the stage automatically — but only in the stages where you allow it:
- In each stage's settings, enable "Stage self-managed by Artificial Intelligence" and describe in its instructions field when that stage applies (e.g. "when the guest received prices" for a Quoted stage).
- Stages without that option enabled only move by hand.
- If a conversation is already Won or Lost, the AI doesn't touch it.
ℹ️ AI auto-assignment works only when the assistant is active in the conversation: if you turned it off for a contact (or only your team handles it), that conversation is moved by hand.
When a lead becomes Lost
A lead can end up as Lost through three different paths:
| Path | When it happens |
|---|---|
| The AI detects it in the chat | Only when the guest explicitly rejects ("I already booked elsewhere", "it's too expensive", "I'm not traveling after all"). The analysis runs automatically after each assistant reply and assigns the reason on its own. Silence doesn't count: the guest going quiet doesn't make the AI mark them lost. |
| Someone on the team marks it by hand | From the chat or by dragging the card to the Lost zone. The loss reason is mandatory, and what the team marks stands firm: the AI doesn't reverse it. |
| Automatic closing due to inactivity | A platform process closes conversations with no activity for 7 days (or whose detected check-in date already passed several days ago). If the lead was still Open, it becomes Lost with reason "No reason". Snoozed conversations are respected until the deadline expires, and a Won lead is never overwritten: its chat is closed, but it keeps the Won status. |
The available loss reasons are: No availability, Price too high, Missing services, Prices not loaded, No response, and No reason.
ℹ️ The "No response" reason can only be chosen by your team by hand — the AI never assigns it, and automatic losses due to inactivity always appear as "No reason" (the system can't know the real motive). A Lost lead can always be reopened: change its status to Open or drag it back to a stage.
Set up your funnels
From the Funnel, enter Set up your funnels:
- You can have several funnels (create, edit, and delete).
- In each one you define its Stages: with Add Stage you create new ones, give them a name and color, and reorder them with the arrows.
- Each stage has three options:
| Option | What it does |
|---|---|
| Stage self-managed by Artificial Intelligence | The AI can assign this stage on its own, according to the instructions you write. |
| Enable follow-up message in this stage | Contacts in this stage receive automatic follow-ups (turn it off, for example, in "Booked"). |
| Mark lead as won when it passes through this stage | On entering here, the contact becomes Won automatically. |
💡 In Settings → Platform settings you can enable the Mandatory form when closing a chat: before closing a conversation (one at a time, from the history, or in bulk closes), your team must complete the funnel stage and the Outcome (Open / Won / Lost). If the outcome is Lost, the loss reason is mandatory; and Won can only be chosen if the selected stage is marked as won. Ideal so the funnel is never out of date.
Frequently asked questions
My contacts go to "Lost" and disappear from the board, why?
The AI (or someone on the team) marked them as lost — on their record you see "Lost due to:" with the reason. They weren't deleted: filter them by Customer status → Lost and, if appropriate, drag them back to a stage to reopen them.
A guest stopped responding days ago and still appears as open.
That's expected: the AI only marks Lost upon an explicit rejection, never for silence. If you want to close it sooner, mark it by hand with the reason "No response"; otherwise, the automatic closing due to inactivity will do it after 7 days.
A conversation that was open closed on its own.
It was the automatic closing due to inactivity (7 days without movement or a stay date that already passed), which keeps the board and reports tidy. If you need it, reopen it whenever you want — the lead is worked normally again.
Why do many of my lost leads appear with reason "No reason"?
They're the losses from the automatic closing due to inactivity: the system can't deduce the real motive, it only knows the contact stopped interacting. To have detailed reasons in the statistics, mark the losses by hand or let the AI detect them from the chat content.
I snoozed a conversation, is the system going to close it anyway?
No. As long as the Snooze is still in effect, the automatic closing due to inactivity respects it.
I want certain inquiries to stay in "Interested" and the system moves them to "Quoted".
The stage is decided by the instructions text of each self-managed stage. Edit the instructions of those stages (or disable the self-management of the one you don't want the AI to use) in Set up your funnels.
Can I make a lead count as won when it passes through a stage?
Yes — enable "Mark lead as won when it passes through this stage" in the stage that represents the closed sale.
I get an error when assigning a stage.
It's usually solved by completing the contact's data (check-in / check-out) and retrying. If it persists, report it to your advisor with the contact's name.