Work a Signal

A Signal is a moment in a conversation that someone should act on, such as a pricing question or a cancellation threat. Here's what a Signal tells you and how to follow up. For the list of Signal types, see Understand Contacts and Signals.

Find the Signals to work#

Open Signals. Each row shows the Score, the Signal with its summary, its Classification (type, owner, priority or temperature, and confidence), its Status and its Last activity.

• Sort by Score or Last activity.
• Filter by type, owner, status, stage and temperature.
• A note such as "12d quiet" shows how long a Signal has gone without activity.

Score and temperature#

Every Signal has a score from 0 to 100, built from four parts shown under Score breakdown:

By default, Intent counts most (35%), then Fit (30%), Engagement (20%) and Recency (15%).

The score sets the temperature:

Priority is separate. It's the AI's judgment of urgency, and it's often the better guide for Signals that aren't about sales, such as support issues.

What's on a Signal#

The Timeline lists the activity behind the Signal. The contact card links to the full profile with View contact.

How the status changes#

A Dormant Signal reopens if the contact comes back with the same kind of need. You can't change a Signal's status from the dashboard; there's no control to mark it won or lost.

Follow up#

Signals don't act on their own. To follow up:

1. In the Signal's Timeline, select Open conversation. It opens in Inbox.
2. If the visitor is still there, select Take over to reply.
3. Open the Conversation menu and choose Track work from this chat to create a Case with an owner.

The Case isn't linked to the Signal, so copy the Signal's summary into the Case description. See Track follow-up work with Cases.