# Work a Signal

> Read a Signal's score and details, see how its status changes, and follow up.

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

| Part | What raises it |
| --- | --- |
| Fit | A decision maker, an estimated value, a known company and role, a budget |
| Intent | A buying stage, a timeline, a request to follow up |
| Engagement | More conversations and messages, return visits, more interests |
| Recency | Recent activity. This part halves every 14 days without activity. |

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

The score sets the temperature:

| Temperature | Score |
| --- | --- |
| Hot | 70 or above |
| Warm | 40 to 69 |
| Cold | Below 40 |

**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

| Section | What it tells you |
| --- | --- |
| Type and Owner | What kind of moment it is, and which team should act |
| Stage | Where a buyer is: **Just browsing**, **Researching**, **Comparing**, **Ready to buy** or **Existing customer** |
| Confidence | How sure the AI is that this is a real Signal |
| Summary | What happened, in plain language |
| Interested in | Products or topics the person asked about |
| Deal details | **Budget**, **Timeline**, **Est. value** and **Decision maker**, when mentioned |
| Next best action | The suggested next step |
| Opportunities | Upsell, churn risk, referral potential, competitors and objections |
| Follow-up requested | Shown when the person asked to be contacted, with the type, due date or notes they gave |
| Source | The deployment and agent the Signal came from |

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

## How the status changes

| Status | When |
| --- | --- |
| Open | The Signal is new or still active |
| Dormant | No activity for 30 days, or for 7 days if it's hot or ready to buy |

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](https://support.help.ai/inbox-and-cases/track-follow-up-work-with-cases).

<Tip>
Sort by **Score** to start with the strongest Signals, and check **Last activity** for hot ones that have gone quiet.
</Tip>