# Signals

**Summary:** Behavioral and contextual triggers the Customer Agent watches for in each Moment, like churn risk or upsell intent.

**In short:** Triggers the Customer Agent watches for in each Moment. Churn risk, upsell intent, content gaps, satisfaction drops. Configurable per Moment.

**Last updated:** 2026-05-27

## Key concepts

### Signal types
Three broad categories, varying per Moment.

- **Risk Signals.** Churn risk in Retention, dropping satisfaction in Support, refund risk in Sales expansion. Action: notify the team or run a Procedure.

- **Intent Signals.** Upsell readiness in Sales expansion, qualification fit in Acquisition. Action: route to the right account owner.

- **Quality Signals.** Negative feedback, repeated unanswered questions, low resolution. Action: feed back to Living Knowledge.

### Default rules
Each Signal type ships with default detection rules. Good enough to start. Tune them once you have data.

### Custom rules
Layer your own conditions on top of the defaults. Combine Audience membership, Living Context values, or behavior signals.

### Linked actions
Every Signal can fire a Procedure, send a Notification, or route to the team. Pick one or more per Signal.

## What you can do here

- Switch on the Signals you want to use per Moment
- Adjust default detection rules
- Add custom Signal rules combining Living Context and Audiences
- Link Signals to Procedures or Notifications
- View per-Signal counts and outcomes in Analyze

## When to use it

- You see churn happening and want the agent to spot it earlier
- You are running a Sales expansion pilot and need to catch buying intent
- You want quality feedback flowing back into Living Knowledge automatically

## How it works

The agent reads Living Context and conversation behavior continuously. When the conditions for a Signal are met, the linked action fires. Each Signal logs to the audit trail so you can trace what fired and why.

## Frequently asked questions

**How do I switch on churn risk for Retention?**
Open \

**How do I send a notification when a Signal fires?**
Open the Signal and link a Notification. Pick the channel (team channel, in-app alert, email) and the recipients.

**How do I make a Signal trigger a Procedure?**
Open the Signal and link a Procedure. The Procedure offers the customer an action when the Signal fires.

**Can I write a fully custom Signal?**
Yes, layer custom rules on a default Signal. For deeply custom logic, talk to your account manager about a custom integration.

**Why is a Signal not firing in production?**
Check three things: the Signal is switched on for the right Moment, the conditions actually match your data, and the dependent Living Context fields are connected.