> ## Documentation Index > Fetch the complete documentation index at: https://docs.hibonsai.com/llms.txt > Use this file to discover all available pages before exploring further. # Journeys > Find checkout friction & build focused experiences designed to convert. Journeys helps you see how shoppers progress toward a purchase and where sessions stop moving forward. Start with the checkout funnel to identify the step worth investigating, then use filters and custom steps to focus on the audience or experience that matters. ![Clean Shot 2026 10 21 At 2 31 27 Pm@2x](https://mintcdn.com/bonsai-fa04a9b1/Vm-GQMes7woeY2aC/images/CleanShot-2026-10-21-at-2.31.27-PM@2x.png?fit=max\&auto=format\&n=Vm-GQMes7woeY2aC\&q=85\&s=263bd14b00d2f28872a3499628f4fd72) The default checkout funnel follows **store visit → product page → cart → checkout → order**. Drop-off is the difference between the sessions reaching one step and those progressing to the next. ## Read the funnel before changing it > **Before the cart** > > If sessions reach product pages but do not add to cart, investigate product relevance, product information, and the path to purchase. > **After checkout starts** > > If sessions begin checkout but do not place an order, inspect the experience and audience before deciding what to test. A funnel identifies where to look. It does not identify the cause on its own. Use visitor activity and other evidence to investigate what happened. ## How to use Journeys Start with a question about your shoppers, then build a funnel that helps you decide what to investigate. > **Find where mobile shoppers drop off** > > **Set up:** Choose **Checkout funnel** and filter **Device = Mobile**. Compare with Desktop using the same dates and audience. > > **Look for:** The step with the largest difference in progression, alongside the number of sessions involved. > > **Take action:** Review the mobile experience at that step and choose a focused checkout or product-page test. > **Evaluate a paid campaign's landing page** > > **Set up:** Filter **Acquisition channel = Paid social** and select your campaign dates. Build **URL contains your landing-page path → Product page → Added to cart → Order placed**. > > **Look for:** Whether visitors stop before discovering a product or after viewing one. > > **Take action:** Review how well the ad, landing page, and product selection work together. > **Understand visits from AI assistants** > > **Set up:** Filter **Acquisition channel = AI assistants** and **New vs returning = New**. Build **Product page → Added to cart → Checkout started → Order placed**. > > **Look for:** Where these sessions stop progressing toward checkout. Narrow to a specific assistant where available. > > **Take action:** Review the product information and purchase path. Use Identity Mesh to explore connected return visits. ## Customize the journey **1. Choose a preset** Start with Checkout funnel, Checkout abandoned, Search conversion, or Concierge conversion. **2. Set the audience** Apply a date range and the filters below. Keep the period consistent when comparing audiences. **3. Choose the steps** Build a sequence of up to six steps. Use a URL-contains condition to focus on a particular landing page or collection. **4. Inspect the result** Review progression and drop-off, then inspect the completed sessions listed below the funnel. Open a visitor panel for more context or select rows to export. ### Available filters Use filters to choose which sessions enter your funnel. Keep dates and other filters consistent when comparing audiences. | Filter | How to use it | | - | - | | Date range | Select a campaign window or comparable period; dates use UTC. | | Device | Compare Desktop, Mobile, Tablet, or Unknown device traffic. | | Acquisition channel | Choose paid, organic, email, referral, direct, or an AI assistant. | | New vs returning | Compare first-time visitors with shoppers who have visited before. | | Country | Focus on visitors from US, CA, GB, AU, or Other markets. | | AI experience | Select Search or Concierge on stores that run both experiences. | | Visitor activity | Filter by orders, checkout, Bonsai use, AI arrivals, or tracking status. | | Exclude bot traffic | Remove declared bots and recognized crawlers; enabled by default. | ### Available steps to customize Choose up to six steps in the order you want shoppers to follow. Use a page type for a broad journey or **URL contains** to focus on a specific landing page or collection. | Step group | Events you can use | | - | - | | Pages | Choose home, collection, product, FAQ, cart, or a URL containing your text. | | Search | Track searches, repeated searches, zero results, results views, or product clicks. | | Concierge | Track chats, messages, recommendations, clicks, handoffs, or contact submissions. | | Cart and checkout | Follow add to cart, checkout started, and order placed events. | | Session | Use Session ended to find where activity stops after the preceding step. | **Saved journeys stay in your browser.** Save a name to reuse a funnel on this store. Saved journeys are not shared with teammates or across devices. ## FAQs > **Event order and drop-off** > > A session reaches a step when a qualifying event occurs after the previous step. If a step offers several options, any one qualifies. Consecutive repeated events count once. > > Drop-off counts sessions that reached the preceding step but did not reach the next. The table below the funnel lists sessions that completed the selected journey. > **Why a funnel can differ from an attributed-order report** > > Journeys evaluates progression within a session. An order in a later session does not complete an earlier session's funnel, even if an attribution rule credits an earlier interaction. > > For example, a Monday conversation followed by a Thursday purchase may qualify for Concierge credit. The Monday session still has no Order placed event. > **[Identity Mesh](/project/docs/bonsai-analytics/identity-mesh.md)** > > Explore connected visits and customer identities where available. > **[Analytics](/project/docs/bonsai-analytics/analytics.md)** > > Review the wider patterns in Sales, Performance, and Behavior. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.