Managing Conversations in Signals Chat
The Signals Chat interface is your central hub for managing all customer conversations with site visitors, Cloud Employees (AI agents), and team members. This guide will help you understand and effectively use all features available in the Chat workspace.
Overview of the Chat Interface
The Chat workspace is divided into three main sections:
1. Conversation List (Left Sidebar) - View all your conversations
2. Chat Window (Center) - View and respond to messages
3. Conversation Details (Right Sidebar) - Access contact info and engagement data
Conversation List
The left sidebar displays all your active and past conversations. Each conversation shows:
- Contact name or "Site Visitor" - Identifies who you're chatting with
- Location - Geographic location of the visitor
- Timestamp - When the last message was sent
- Preview text - Snippet of the last message
- Status indicators - Review flags, star ratings, and conversation status
Filter Conversations
At the top of the conversation list, you'll find "All conversations" which allows you to filter and organize your view.
Chat Window
The center chat window is where the active conversation takes place. It includes:
Contact Header
Shows the contact's name, company (if available), and location details.
Message History
All messages in the conversation are displayed chronologically with:
- Sender name and timestamp
- Message content
- Date separators (e.g., "Friday, November 28")
- Metrics indicators showing message performance
Text Input Bar
At the bottom of the chat window, you have a message composer with several tools:
- Text input field*- Type your message
- Send conferencing link- Quickly share meeting links
- Calendar - Schedule meetings
- Emoji picker - Add emojis to your messages
- Saved Replies - Insert pre-written response templates
- Send button - Send your message
Conversation Details Panel
The right sidebar provides comprehensive information about the contact and conversation. It contains multiple cards:
Contact Info Card
Displays:
- Contact name and title
- Company affiliation
- Email address and phone number
- Quick action buttons (Add Vote, Add Support Question, Add Bug Report, etc.)
- Follow button to track important contacts
- Social media links
Account-Based Engagement Card
For contacts associated with a company account, this card shows:
- Signals Score - AI-generated engagement score
- Account Owner - Team member responsible for this account
- Opportunity - Current sales opportunity status
Company Info Card
Provides firmographic data about the company:
- Company name and website
- Industry classification
- Employee count
- Location/headquarters
- Annual revenue estimate
Conversation Details Card
Shows metadata about the current conversation:
- Cloud Employee/Agent- Which AI agent is handling this conversation
- Source URL - The webpage where the conversation originated
- Traffic Source - How the visitor arrived (Direct, referral, etc.)
AI Coaching
Give additional coaching instructions to help Cloud Employees improve their responses in future conversations. This feature helps train your AI agents based on real interactions.
Saved Replies
Quick access to your saved response templates. Each saved reply includes:
- Template title
- Insert button to add the template to your current message
Common saved replies include event FAQs, product information, support greetings, and meeting links.
Activity History
A chronological timeline of all visitor interactions including:
- Page views with specific URLs
- Bot chat interactions
- Email captures
- Meeting bookings
- Form submissions
Each activity is grouped by date for easy reference, helping you understand the visitor's journey and engagement level.
Recent Conversations
Shows past conversations with this contact, including:
- Agent name who handled the conversation
- Date and time stamp
- Message preview
Notes
Add internal notes about this conversation that are only visible to your team. Great for documenting important details, action items, or context for future interactions.
Conversation Tags
Apply tags to categorize conversations for reporting and filtering. Tags can include:
- Topic categories (Customer support, GTM Call, Speaker Question)
- Status indicators (Meeting Booked, Email Captured, Phone captured)
- Event or campaign names (Summit, AIRS Content Download)
- Custom tags specific to your business
Segments
Shows which account segments this contact belongs to. Segments help you group similar accounts for targeted campaigns or analysis.
Team Availability
View which team members and agents are currently available to handle conversations. This card displays:
- Company-wide availability
- Team-specific availability
- Individual agent status
Performance
Track conversation metrics and performance statistics. You can filter by time period (This week, Last week, etc.) to analyze trends.
Managing Your Availability
At the top right of the screen, you'll see an "Available" toggle. This controls whether you receive incoming chat notifications:
- Available (green) - You'll receive new chat assignments
- Unavailable (gray) - New chats won't be assigned to you
The "See all" link next to "1 visitor online now" takes you to Live View to see all active visitors on your site.
Best Practices
Responding to Conversations
1. Review Activity History- Before responding, check the visitor's activity history to understand their journey and interests
2. Use Saved Replies - Save time with templates for common questions while personalizing as needed
3. Add Tags - Tag conversations as you go to maintain organization and enable better reporting
4. Follow Important Contacts - Use the Follow feature to keep track of high-priority leads or customers
5. Document with Notes - Add internal notes for context that will help your team in future interactions
Working with Cloud Employees
When a Cloud Employee (AI agent) is handling a conversation:
- Monitor their responses in real-time
- Jump in to take over the conversation if needed
- Use AI Coaching to improve future responses
- Review conversation metrics to assess effectiveness
Quick Tips
- Star Important Conversations - Use the star rating system to flag high-value conversations
- Set Conversation Status - Mark conversations as "Review" or other statuses for follow-up
- Check Live Visitors - Monitor the visitor counter to know when potential customers are browsing your site
- Edit Cards - Customize which information cards appear in the Conversation Details panel
