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Widget Usage Funnel — Find Where Users Drop Off and Why
Track every step from widget open to resolved conversation. Identify whether drop-off happens at first message, mid-conversation, or at resolution — and use that to fix the right problem.
You added an AI agent to your product. The widget is live, sessions are being created, but your deflection numbers are lower than expected. The question is: where exactly are users dropping off?
The Widget Usage Funnel gives you an answer.
The four stages
Every widget interaction passes through the same sequence:
Widget opened — the user clicked to open the widget
First message sent — the user typed something and submitted it
Conversation completed — the user exchanged at least two messages and received at least one confident response
Positive outcome — the conversation ended without escalation and with neutral or positive feedback
Most teams see meaningful drop-off at every stage. Understanding where it happens — and why — is what the funnel is for.
How to use the funnel
The funnel isn't a metric to optimize in isolation. It's a diagnostic tool.
Low open-to-message rate: Check placement, timing, and the placeholder text. Consider whether the widget is auto-opening when it shouldn't be.
High first-message drop-off: Review the single-exchange conversations with negative feedback. Are they hitting knowledge gaps?
High conversation-completion but low positive outcomes: Pull the specific sessions in the Conversation History Viewer. Read what happened at the end of those conversations.
Each drop-off point has a different cause and a different fix. The funnel tells you which one to work on.
Widget Usage Funnel — Find Where Users Drop Off and Why | Roadmap | Companin