Signals
Signals turn CDP events and segment changes into proactive support work: act before customers reach out.
Open Support → Signals. Copy on the page: CDP-powered proactive triggers — act before customers reach out.
How a rule works
- Click New signal rule.
- IF
- Trigger: CDP event, Segment entered, or Segment exited
- For events: event name (from this workspace) and optional property Equals
- For segments: pick a segment
- THEN
- Severity: Critical, Watch, or Opportunity
- Outreach: Live only, Queue check-in, or Auto-send check-in
- Optional Delay (minutes) and A/B % (rollout)
- Optional Skip if person already has an open ticket (suppression)
- Click Create rule, then enable the rule.
Live signals group as Critical — act now, Watch — intervene soon, and Opportunity — engage proactively.
Empty state: No live signals. Create a rule for a CDP event (e.g. payment_failed) then wait for a track event in this workspace.
Tabs
| Tab | Use |
|---|---|
| Live signals | Open instances. Actions: Send check-in (web chat), Open conversation, Queue, Dismiss |
| Outreach queue | Review widget check-ins before send, or dismiss |
| Signal rules | Enable, disable, or edit rules |
| History | Past signals |
Suggest rules proposes rules from your data. Nothing runs until you Accept a suggestion.
Settings → Signal rules is a shorter toggle list. The full builder is on the Signals page.
Best practices
- Start with Live only so operators see signals without auto-messaging.
- Use suppression so you do not stack a check-in on an open ticket.
- Roll out with a low A/B % before auto-send.