Issue
Users observe a data mismatch between Funnel Insights and Trend Insights for the same Flow.
Trend Insights: Reports a specific number of Flow completions (for example, 51 completions).
Funnel Insights: Shows users dropping off entirely at a specific step (for example, step 8) or indicates that no users reached the final step.
Probable Causes
Optional Steps Break the Sequence
Funnel Insights follow a sequential path. To count a user at Step N, the user must first complete Step N-1.
If a user skips an optional step, the Funnel cannot bridge them to the next step. Even if the user completes the entire Flow, the Funnel records a drop-off at the skipped step because of the broken sequence.
Smart Context and Auto-Skip Functionality
When Smart Context is active, a Flow might skip steps to match the user's current page. For example, if a Flow starts at Step 3 because the user is already on Page 3, the Funnel will exclude that user because they did not complete Steps 1 and 2.
Suggested Solutions
Use Trend Insights for Completion Totals: For Flows with non-linear paths or optional steps, Trend Insights are the single source of truth for total completions. Create a Trend Insight filtered by the Content Title. This approach reflects the total number of times the Flow Completed event was triggered, regardless of which optional steps were skipped.
Reconfigure the Funnel View: If you must use Funnel Insights to see the journey, remove the optional steps from the Funnel configuration. By only including Mandatory steps in the Funnel, the sequence remains unbroken for users who skip optional content, progressing to the final step.
Analyze Step-Specific Data: If you need to see how many users reached a specific part of the Flow regardless of sequence, use Trend Insights to create a breakdown of Flow steps.
Note:
Always verify if a Flow is set to "Always start from Step 1." If Smart Context is enabled and the Flow starts from a later step (for example, Step 3) based on the user's page location, they will also be excluded from a Funnel that begins at Step 1.
If the issue persists, contact support@whatfix.com.