ChatSignals

Conversation Intelligence

Manage customer insights automatically extracted from conversations: bugs, feature requests, complaints, praise, usage enquiries, and sales enquiries.

The User Feedback page automatically analyses every customer conversation and extracts actionable insights. These are categorised into six types, each with its own tab for focused management.

Insight Types

Bugs

Software issues reported by customers. Each bug includes:

  • Description: What the customer experienced.
  • Severity: Automatically assessed severity level.
  • Evidence Score: How confident the system is that this is a genuine bug report.
  • Source Conversations: Links to the conversations where the bug was reported.

Feature Requests

New capabilities or improvements customers are asking for. Track which features are most requested to inform your product roadmap.

Complaints

Customer dissatisfaction and negative feedback. Catching complaints early helps you address issues before they escalate or lead to churn.

Praise

Positive feedback and compliments. Understanding what customers love helps you double down on strengths and use positive quotes in marketing.

Usage Enquiries

Questions about how to use your product. High volumes in a specific area may indicate unclear documentation or a confusing UX. These insights directly feed into Knowledge Recommendations on the Knowledge page.

Sales Enquiries

Sales-related questions and buying signals. Useful for identifying upsell opportunities and understanding what prospects ask about before purchasing.

Managing Insights

Status Tracking

Each insight has a status:

  • Open: New, unreviewed insight.
  • Resolved: Addressed (bug fixed, feature shipped, knowledge added, etc.).
  • Rejected: Not actionable or a false positive.

Filtering

Filter insights by:

  • Status: Open, resolved, or rejected.
  • Taxonomy: Filter by product area or topic.
  • Date: Focus on a specific time period.

Insight Details

Click any insight to see:

  • Full description and context.
  • Evidence score and confidence level.
  • All related conversations with links to the full transcripts.
  • Status history and any notes.

Bulk Actions

  • Export: Export insights to CSV for sharing with product, engineering, or marketing teams.
  • Status Updates: Resolve or reject insights individually or review them from the detail view.

Actionable Insights Counter

The top of the page shows a count of actionable insights across all categories. This is the number of open insights that haven't been reviewed yet. Use it as a weekly check-in metric to stay on top of customer feedback.

How Insights Are Generated

ChatSignals uses AI to analyse every conversation and identify potential insights. The system:

  1. Reads the full conversation transcript.
  2. Identifies statements that indicate feedback, issues, or requests.
  3. Categorises them into the appropriate type.
  4. Scores each for evidence quality (how clear and specific the feedback is).
  5. Links it to your product taxonomy for topic-based filtering.

Insights are generated automatically as conversations close. No manual tagging or labelling is required.