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Understand Contacts and Signals

See the people your agents have met, and the moments in conversations worth acting on.

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Your AI agent talks to every visitor, so the record of who they are and what they want fills itself in. Contacts and Signals, under Customers in the sidebar, are where it lands.

Contacts#

A Contact is a person your agents have met in conversations and forms. Each fact on a Contact is tagged, so you can tell what a customer told you from what the AI concluded:

TagWhere the fact came from
VerifiedThe visitor gave it in a form or a tool answer
AIAI inferred it from the conversation
  • Contacts appear on their own as your deployed agents talk to visitors.
  • Search by name, email or company, and filter by temperature (Hot, Warm, Cold) and by whether a Contact has an email.
  • Show overview adds totals for Contacts, Signals and Open signals, and a By sentiment breakdown. Select a slice to filter the list.
  • Export downloads the filtered list as CSV or Excel (XLSX).

Select a Contact to see everything about them. See Read a Contact's profile.

Signals#

A Signal is an AI-detected moment in a conversation that someone should act on. One conversation can produce several, such as a support issue that is also a churn risk.

TypeDetectsSuggested owner
SalesBuying intent: a demo, quote or pricing questionSales
OnboardingA new customer stuck during setupSuccess
SupportAn issue that needs resolution or follow-upSupport
Churn riskDissatisfaction, cancellation intent or a competitor mentionSuccess
RenewalQuestions about an upcoming renewal or planSuccess
ExpansionInterest in more seats, a higher tier or another productSuccess
AdvocacyA delighted customer: a referral, review or testimonialMarketing
Product feedbackA feature request, bug or missing contentProduct
Compliance riskSensitive data, legal or safety concernsOps

Every Signal has a 0–100 score with a temperature (Hot, Warm or Cold), often an AI-judged priority, a plain-language summary, a Next best action and a status. An Open Signal becomes Dormant after 30 days without activity (7 days if it's hot or ready to buy), and reopens if the contact comes back with the same kind of need. You can't change a Signal's status from the dashboard.

Work the queue#

Filter Signals by type, owner, status, stage (such as Ready to buy) and temperature (Hot, Warm, Cold). Show overview breaks them down By type and By owner, and selecting a slice filters the list. Export downloads them as CSV or Excel (XLSX). See Work a Signal.

What Signals don't do#

  • A conversation that's only looking for information produces no Signal. That's expected, and it keeps the queue worth reading.
  • Detections the AI isn't confident about never become Signals.
  • Signals don't take action on their own, and you can't mark one as won or lost. Follow up yourself, or open a Case from the conversation to track the work.

Review Signals by owner each week, so churn risk reaches your success team and product feedback reaches product.

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