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Signals help you see what customers are experiencing across the conversations handled by your support operation. CraftCX detects meaningful observations in individual conversations, then groups related observations into recurring customer problems and needs. This preserves the insight that support teams often develop by reading tickets every day: a new bug appearing after a release, repeated requests for the same capability, a confusing workflow, or a gap in your documentation. Open Signals in CraftCX.

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What CraftCX detects

Each signal has one type: A single conversation can produce more than one signal. For example, a customer asking how to export data might reveal both a feature request for self-service exports and a documentation gap around the current process. CraftCX keeps those observations separate so each underlying need remains clear.

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Signal groups

The Signals tab groups related observations into persistent themes. Each group represents one specific customer problem or desired outcome and includes:
  • A title and summary of the recurring theme
  • Its signal type, lifecycle, and trend
  • Conversation volume for the last 30 days and overall
  • Change compared with the previous 30 days
  • When the theme was first and most recently seen
By default, groups are ranked using lifecycle, growth, recent activity, and conversation volume. You can also sort by the most recently seen groups or the groups with the most conversations.

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Lifecycle

Lifecycle shows how established a signal group is: Growing groups also receive a Growing trend label, making increases in customer activity easier to spot.

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Filtering groups

Use the controls at the top of the Signals page to filter groups by signal type or lifecycle. Filters can help you answer focused questions, such as:
  • Which bug reports are new?
  • Which feature requests keep recurring?
  • Are any documentation gaps growing?
  • Which established issues have become inactive?

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Reviewing source evidence

Open a signal group to see the evidence behind it. The detail page includes the group’s summary, activity totals, first-seen and last-seen dates, and every supporting signal currently assigned to the group. Each supporting signal links to its source conversation, so you can review the customer’s language and the surrounding context before deciding what to do next.
Use source conversations to validate the scope of a problem. A group summarizes the shared theme, while the underlying tickets show the different ways customers describe and experience it.

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The Signals Feed

The Feed tab shows individual signals as CraftCX detects them, before or alongside grouping. Each entry includes its type, summary, detection time, and a link to the source ticket. Use the feed when you want to review the latest customer observations. Use grouped Signals when you want to understand repeated themes, changes in volume, and which problems may deserve broader attention.

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Using Signals in your workflow

Signals are designed to turn support activity into evidence for support, product, and operational decisions. A practical review loop is:
1

Start with ranked groups

Review the highest-ranked themes for new, growing, or high-volume customer problems.
2

Narrow the view

Filter by type or lifecycle when you are investigating a specific area, such as recent bugs or recurring feature requests.
3

Review the evidence

Open a group and read its supporting conversations to confirm the problem and understand its impact.
4

Share the finding

Use the group’s summary and source conversations as evidence when prioritizing product, documentation, or operational work.

Open Signals

Review grouped customer problems and needs in CraftCX.

CraftCX overview

Learn how Signals fit into the CraftCX product.