Key Concepts

To unlock the full potential of ChatSignals, it helps to understand the core components you'll be working with. This guide explains what they are and how they work together.

Channels

Channels are logical groupings of your HubSpot inboxes. Think of them as a way to organise your conversations and streamline your workflow. For example, you could create a "General Support" channel that includes all your support-related inboxes, and a separate "Sales Inquiries" channel for your sales team.

Each channel has its own dedicated bot, allowing you to create specialised AI assistants for different parts of your business.

Bots

A bot is an AI-powered agent that responds to your customer conversations. Each bot is tied to a specific channel and has its own unique configuration, including:

• Knowledge Sources: The information the bot uses to answer questions.
• Deployment Mode: Whether the bot is live, in silent mode, or disabled.
• Sales Actions: Custom actions the bot can offer, like booking a meeting.
• Handoff Settings: Rules for when and how to escalate a conversation to a human agent.
• Conversation Closure: Automatic closure of resolved conversations.
• Ticketing: Automatic ticket creation on handoff to your HubSpot pipeline.

By creating multiple bots for different channels, you can tailor the customer experience to specific needs and contexts.

Knowledge Sources

Knowledge sources are the "brains" of your bot. This is the information your bot uses to understand and answer customer questions. The more relevant and accurate the information you provide, the smarter and more effective your bot will be.

There are two types of knowledge sources, plus folders to organise them:

Website URLs

Provide a link to any publicly accessible webpage, and ChatSignals will crawl, clean, and index the content automatically. This is perfect for help centre articles, product documentation, blog posts, and pricing pages.

Text Snippets

For information that isn't on your website, you can add custom text snippets. This is ideal for internal policies, custom FAQs, or temporary announcements.

Knowledge Folders

You can organise your knowledge sources into folders for better management. Create a hierarchy that mirrors your product or team structure, and assign entire folders to bots.

Conversation Intelligence

ChatSignals automatically analyses every conversation to extract actionable insights. These are categorised into six types:

• Bugs: Software issues reported by customers.
• Feature Requests: New capabilities customers are asking for.
• Complaints: Customer dissatisfaction or negative feedback.
• Praise: Positive feedback and compliments.
• Usage Enquiries: Questions about how to use your product.
• Sales Enquiries: Sales-related questions and buying signals.

Each insight is scored for evidence quality and linked back to the original conversations. You can track, resolve, or reject insights from the User Feedback page.

Marketing Intelligence

ChatSignals turns your conversation data into marketing opportunities:

• Content Ideas: SEO-friendly article topics identified from customer questions.
• Keywords: Keyword opportunities extracted from real conversations, with scoring and locale filtering.

Taxonomy

Your product taxonomy is a structured breakdown of the topics, products, and features discussed in your conversations. ChatSignals can automatically extract this from your domain content or conversation data. The taxonomy powers topic filtering across the dashboard, conversation intelligence, and marketing insights.

User Tracking

ChatSignals includes a lightweight tracking script that you install on your website to capture visitor behaviour. Once installed, it automatically tracks pageviews, clicks, scroll depth, form submissions, and JavaScript errors. You can also identify users and track custom events.

Tracked users appear on the Users page, where you can view sessions, page activity, and linked conversations. Install the script from Settings > Tracking.

What's Next?

Ready to get started? Head over to our Initial Setup & Onboarding guide to connect your support platform.