User Segment Funnels

The Funnels feature allows you to define rules that automatically assign newly registered users to the correct Segment based on the answers they provided during registration. Rather than manually sorting users after they sign up, you configure logic once and the system handles assignments at the moment of registration. 

This article covers the following topics: 

1. Pre-Requisites

2. Managing User Segment Funnels

2.1 Navigating to the Funnels Page

2.2 Understanding the Page Layout

2.2.1 Single Segment Layout (One Segment in Portal)

2.3 Working with the Catch-All Funnel

2.3.1 Changing the Catch-All Segment

2.4 Adding a Custom Funnel

2.4.1 Creating a New Funnel

2.5 Adding Additional logic to a Funnel

2.6 Deleting a Funnel

2.7 Funnel Evaluation Order and Priority Rules

2.8 Assignment Lifecycle

2.8.1 One-Time Assignment Rule

2.8.2 Manual Reassignment

3. Troubleshooting

1. Pre-Requisites

Before you begin configuring funnels, the following areas of the platform must already be set up. If any of these are missing, funnels will either not function correctly or certain options will be unavailable.

2. Managing User Segment Funnels

2.1 Navigating to the Funnels Page

1. Click Settings on your top menu bar
   
   
    
2. Then, click Funnels on your left menu bar
   

2.2 Understanding the Page Layout

The Funnels page has two possible layouts depending on how many Segments exist in your portal. Understanding which layout you are looking at will help you know what actions are available to you.

2.2.1 Single Segment Layout (One Segment in Portal)

When only one Segment exists in the portal, the page displays in a restricted state. This is by design as funnels only make sense when there are multiple Segments to route users into.

2.2.2 Multiple Segment Layout (More Than One Segment in Portal)

When more than one Segment exists, the full page is active. This layout includes the following key elements:

2.3 Working with the Catch-All Funnel

The Catch-All funnel acts as a safety net. Any user who does not match any custom funnel condition will be assigned to the Segment selected here. By default, this is set to the Default Segment.

2.3.1 Changing the Catch-All Segment

1. On the Funnels page, click the Catch-all dropdown (Dropdown with header “Users that don’t match the above criteria will be placed into”). The dropdown will display all Segments currently created in your portal.
    
2. If you have made changes you do not want to keep, click the Discard Changes button
    
3. Click Save. The new selection will be saved, a success message ("Settings saved successfully") will appear.

2.4 Adding a Custom Funnel

Custom funnels allow you to define specific conditions that, when matched at registration, will assign a user to a particular Segment. You can have multiple custom funnels, and they will be evaluated in order from top to bottom.

2.4.1 Creating a New Funnel

1. Click the Add Funnel button. A new funnel row will appear on the page.
   
    
2. You will be prompted to complete the details for each new funnel. All of the details will work together to define one complete routing rule.
   

Important: Once a specific option (e.g. Country = Singapore) is assigned in one funnel, it cannot be used in another funnel until it is removed from the original. This prevents the same user profile from matching contradictory funnels.

3. Click Save once you have configured the details for your funnel.

2.5 Adding Additional logic to a Funnel

A single funnel can include more than one condition. When multiple conditions are present, the funnel uses AND logic. The user must satisfy all conditions in order to be assigned to that funnel's Segment. 

This is useful for more precise targeting, such as routing users who are both from a specific country and belong to a specific company category.

1. Within an existing funnel, click +
   
2. A new condition row will appear within the same funnel.
   
3. Select values for Form Field and Values in the new condition row. Once selections are made, the Save and Discard Changes buttons will become enabled.
    
4. Click Save. The additional condition will be saved and a success message — "Settings saved successfully" — will appear.

Example of AND logic in practice:

IF:

  Country = Singapore

  AND

  Company Category = Travel Agency

THEN:

  Assign to Segment ID 4

In this example, a user would only be assigned to Segment ID 4 if both conditions are true. 

2.6 Deleting a Funnel

You can remove any custom funnel that is no longer needed. Deleting a funnel does not affect users who were already assigned through it — their Segment assignment remains unchanged.

1. Within the funnel you wish to delete, click the Trash Icon.
   
2. Click Save

2.7 Funnel Evaluation Order and Priority Rules

Understanding how the system evaluates funnels at registration is essential to setting them up correctly. The evaluation follows a strict sequence:

1. Custom funnels are evaluated first, in the order they appear on the page — top to bottom.
   1. First Match Wins: As soon as the user satisfies all conditions of a funnel, they are assigned to that funnel's Segment and evaluation stops. No further funnels are checked, even if the user would also qualify for later ones.
       
2. The Catch-All funnel is evaluated last, only if no custom funnel matches.

2.8 Assignment Lifecycle

2.8.1 One-Time Assignment Rule

Segment assignment happens once, at the point of successful registration. The system does not re-evaluate funnel logic after that point. 

This means that even if a user later updates their profile fields in ways that would match a different funnel, their Segment assignment does not change automatically.

2.8.2 Manual Reassignment

If a user needs to be moved to a different Segment after registration, you must manually reassign them. There is no automated re-evaluation mechanism.

3. Troubleshooting