# Understand Contacts and Signals

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

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:

| Tag | Where the fact came from |
| --- | --- |
| **Verified** | The visitor gave it in a form or a tool answer |
| **AI** | AI 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](https://support.help.ai/inbox-and-cases/read-a-contact-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.

| Type | Detects | Suggested owner |
| --- | --- | --- |
| Sales | Buying intent: a demo, quote or pricing question | Sales |
| Onboarding | A new customer stuck during setup | Success |
| Support | An issue that needs resolution or follow-up | Support |
| Churn risk | Dissatisfaction, cancellation intent or a competitor mention | Success |
| Renewal | Questions about an upcoming renewal or plan | Success |
| Expansion | Interest in more seats, a higher tier or another product | Success |
| Advocacy | A delighted customer: a referral, review or testimonial | Marketing |
| Product feedback | A feature request, bug or missing content | Product |
| Compliance risk | Sensitive data, legal or safety concerns | Ops |

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](https://support.help.ai/inbox-and-cases/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.

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