Signal Inbox · support workspace

See what the customer did, felt, and experienced — before you reply.

In the first 30 seconds of a conversation, agents hunt for clarity across logs, timelines, and a separate replay tool. Signal Inbox brings the behavioral cues, session activity, and emotional patterns into one prioritized feed you can read in seconds. Replay becomes context, not a separate tool.

Your shift · live

Conversations in queue

4

1 live · 3 waiting

Avg time-to-context

0:08

▼ from 0:41 last quarter

Signals surfaced today

1,732

every one traced to a source

Replies written by you

100%

Signal Inbox never sends one

What it does

Surfaces, in priority order

One feed of what the customer did, felt, and experienced — re-ranked in real time for the issue in front of you.

Explains why it surfaced

Every signal shows a plain-language reason for the current issue. Relevance is explained, never assumed.

Proves it with evidence

Tap any signal to open the replay moment and source event behind it. No signal without a source.

See it work

Maya Chen opened a chat about a possible double charge. Which signal leads?

Same signal component as the live inbox — this teaser can't drift from the real feed.

Open

Conversations

MC

Maya Chen

Member 3 yrs · 12 orders · Pacific time
Live session
Hi — I tried to place my order twice and it failed both times, but now I think I've been charged? I see a pending $128.40.
2 min ago
Can you tell me what happened? I don't want to be double-charged.
1 min ago
Hi Maya — I'm looking into it right now. One moment.
Just now
Signal Inbox surfaces context. You write the reply. Nothing here is sent or resolved automatically.

Signal feed

Live

What Maya did, felt, and experienced — prioritized for the issue in front of you.

Pick the issue to prioritize for

Sources · the honesty layer

No signal without a source.

A feed that surfaces context is only trustworthy if the agent can check it. Three rules keep Signal Inbox honest about what it knows, how sure it is, and where it came from.

LAW 2

Every signal traces to evidence

Each card opens a drawer with the replay moment and the source event behind it — never a claim you can't verify.

LAW 4

Uncertainty is labeled, not hidden

Inferred, stale, or low-confidence signals are marked Provisional and pinned below confirmed events — never promoted above them.

LAW 5

Shape + label, never colour alone

Each signal type carries a distinct icon shape and a text label, so meaning survives colour-blindness and greyscale.

The five signal types — shape carries the meaning

How relevance is scored

score = salience × issue-affinity × freshness

Salience is how important the event is on its own. Issue-affinity is how much it matters for the issue you picked — this is what makes the feed re-rank. Freshness weights recent events higher, decaying to a 0.45 floor over about 12 hours so old history never crowds out what just happened.

Because affinity is per-issue, the same nine signals tell a different story for Billing than for Technical — and the card shows you why each one moved.

Freshness decay

weight vs time since the event

1.0 0.45 now 12h older

The confirmed ↔ provisional wall (Billing context)

Payment declined ×2 at checkout92
Read "Why was I charged twice?"76
Provisional — confirm before relying on these
Possible duplicate hold — $128.40Provisional86

"Possible duplicate hold" scores 86 — higher than the confirmed help-center read at 76 — yet it sits below every confirmed signal. A high score never lets an unverified claim jump the wall. The agent sees the strong hunch, clearly marked as a hunch.

Calibrate · teach the feed

Tune what surfaces — never what you send.

Different agents weigh context differently. Calibrate lets you adjust how the feed prioritizes, then watch it re-rank live against the default. The wall between confirmed and provisional holds no matter how you set it.

This changes the order you see. It never writes or sends a reply. Calibration is yours; the customer's message is always answered by you.
Calibrating for issue

What matters to you

Drag a weight; the feed on the right re-ranks instantly.

Default ranking

Your ranking

▲▼ shows how far each signal moved from the default. Provisional signals (amber) stay pinned to the bottom in both columns — calibration can reorder within the wall, never across it.

Impact · the debrief

What this changes for the agent.

When context arrives prioritized and evidence is one tap away, the first minutes of every conversation stop being a scavenger hunt.

45%

faster time-to-resolution

38%

drop in escalations

52%

faster root-cause analysis

40%

reduction in investigation time

Before & after

The black box

  • Context scattered across logs, timelines, sentiment dashboards, and a separate replay tool.
  • Agents reconstruct the story by hand — copying logs into Slack, asking for screenshots, requesting calls.
  • The first minutes burned, and the customer asked to re-explain.

Signal Inbox

  • One prioritized feed of what the customer did, felt, and experienced — read in seconds.
  • Evidence one tap away; replay folded in as context, not a separate tool.
  • The agent writes the reply — accurate, and without re-asking what's already known.

The five product laws

1Context, never the reply. The only action is "Add to my reply context." The agent writes and sends.
2No signal without a source. Every signal traces to a replay moment or source event.
3Relevance is explained, not assumed. Re-ranking shows why each signal moved for the current issue.
4Uncertainty is labeled, not hidden. Provisional signals are pinned below confirmed events, never above.
5Shape + label, never colour alone. Types and states carry distinct icon shapes and text.