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Optimizing Workflows with path ​​analysis
Optimizing Workflows with path ​​analysis

Analyze progression through Workflows to improve engagement and automation.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Workflows path analysis gives you a deep understanding of how actions flow through your paths and where customers drop off. With this insight, it’s easy to improve your Workflows.

Analyze your Workflow paths

Open the Workflow you’d like to explore, and click the Path Analysis tab.

There you’ll see your first bot message, and the engagement that each of the following paths received:

The data shown in the analysis is for the version of the Workflow that was saved at the date and time shown here:

You’ll also see the number of people who stopped viewing your Workflow at each point, or drop-offs:

Drop-offs are counted each time an individual views the path but goes no further, so may include the same people multiple times.

To continue down the bot path, and see further interactions, click X more.

If you’d like to see the content of a Workflow path, just click to expand it:


  • The expanded view will also show you the number of people who provided attributes you’re collecting.

  • These counts also demonstrate exactly where people are dropping off. In this example, ‘Order Number’ has been provided 4 times, but the ‘Order Issue’ has only been provided 3 times. This means one person who viewed this path dropped off after providing their Order Number, before providing the Order Issue.

See how changes affect your Workflow's performance

As you optimize your Workflow you'll want to make sure your changes are having the desired effect. To see how the current Workflow compares to previous versions, choose an older version from the dropdown on the right:

From here, you can see any impact on engagement and completion at each step of the Workflow.


  • Any changes you save will create a new version of the Workflow. This includes changing the title, audience filters, etc.

  • The stats at the top of the page show the total engagement since the bot was set live, and will not change as you switch versions:

  • Summary metrics (sent/engaged/completed) will sometimes update faster than path stats (not updated instantaneously).

  • For Workflows that collect attributes from customers, the drop-off for each attribute (if multiple), will be displayed in the Path Analysis.

  • To see which customers viewed/passed/dropped-off etc - you will need to check the completed/engaged tabs.

  • Currently, it's not possible to export the path analysis of a workflow.


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