> ## Documentation Index > Fetch the complete documentation index at: https://docs.trig.ai/llms.txt > Use this file to discover all available pages before exploring further. # Using Signals > Proactively surface and act on customers who need attention This guide shows you how to use Signals to identify at-risk customers and create targeted interventions. ## Understanding signals Signals automatically surface customers who are falling behind. Rather than manually hunting for problems, Signals tell you exactly who needs attention and why. ### What signals show you ``` Signal: Slow Completers - "Create First Invoice" Stage: Onboarding Customers affected: 23 Revenue at risk: £127,000 Average completion: 4 days These customers: 8+ days pending ``` Each Signal tells you: * **Which objective** customers are stuck on * **How many** are affected * **Revenue at risk** (from CRM data) * **How far behind** they are compared to average ## Prerequisites To generate Signals, you need: Stages configured and live Objectives defined with completion criteria Customers actively in stages Sufficient completions for meaningful averages (10+) ## Navigating signals ### The signals dashboard Navigate to **Signals** in the main navigation to see: **Summary metrics:** * Total customers at risk * Total revenue at risk * Number of active Signals **Signal feed:** * List of current Signals * Sorted by revenue impact * Click any Signal to see details ### Drilling into a signal Click on a Signal to see: 1. **Which customers** are affected (list with key attributes) 2. **How long** each has been pending 3. **Revenue** associated with each 4. **Quick action** to create a job ## Acting on signals ### Reviewing the signal Before creating a job, review: | Question | What to Look For | | ------------------------------ | --------------------------------------- | | Is this worth acting on? | Revenue at risk, customer importance | | Why are they stuck? | Common attributes, patterns | | What intervention makes sense? | Email, CSM outreach, different approach | ### Creating a job from a signal From the Signals dashboard, click into the Signal you want to act on Check the list to understand who's included This pre-populates the audience with the Signal's customers Set goal, duration, and messaging specific to this issue Go live to start the intervention ### Job strategy for signals **Address the specific blocker:** These customers are stuck on a specific objective. Your message should directly address that issue. ``` Subject: Quick tip to connect your payment gateway Hi {first_name}, I noticed you've been using FreshBooks to send invoices—great progress! The next step is connecting your payment gateway so clients can pay online. Here's how: 1. Go to Settings > Payments 2. Click "Connect Gateway" 3. Follow the prompts for Stripe or PayPal Takes about 5 minutes and means faster payments. Reply if you need help! Thanks, Lee ``` **Keep it timely:** They're already behind. Act quickly once you see the Signal. **Set appropriate duration:** They've been slow, so give them reasonable time—but don't let it drag on. ## Signal workflow example ### Scenario: Onboarding slow completers **Signal appears:** ``` Slow Completers - Complete Profile Setup 12 customers | £34,000 revenue at risk Average: 3 days | These customers: 8+ days ``` **Step 1: Review** * Click into the Signal * See the 12 customers listed * Notice 8 are self-serve, 4 are enterprise * Mix of industries and sizes **Step 2: Decide** Worth intervening? Yes—profile completion is a key onboarding step, and £34K revenue is significant. **Step 3: Create Job** ``` Job: Profile Completion Nudge Goal: profile_complete = true Audience: [Pre-populated from Signal] Duration: 7 days Entry Action: Email Subject: Complete your profile in 2 minutes Hi {first_name}, I noticed you're getting started with [Product] but haven't completed your profile yet. Here's why it matters: - [Benefit 1] - [Benefit 2] Here's how (takes 2 minutes): 1. Click your avatar → Settings 2. Fill in the profile fields 3. Click Save Reply if you have questions! ``` **Step 4: Launch and Monitor** * Go live * Monitor completion rate * Review results after 7 days **Step 5: Iterate** * 8 complete → Success * 4 exit → Need different approach? Manual CSM outreach? * New Signal appears next week with fresh slow completers ## Patterns and best practices ### Act quickly on signals Signals show customers already behind. Delay compounds the problem. | Timing | Recommendation | | --------------- | ----------------------- | | Same day | Review new Signals | | Within 24 hours | Create job if warranted | | Within 48 hours | Job should be live | ### Don't over-intervene * Customers shouldn't receive too many automated messages * Some slowness may be acceptable (enterprise often moves slower) * Use exclusions to prevent job overlap ### Review recurring signals If the same Signal keeps appearing: | Question | Implication | | --------------------------- | --------------------------------------- | | Is the objective realistic? | Maybe the expected timing is wrong | | Is there product friction? | Maybe customers struggle with this step | | Do they need more support? | Maybe more guidance is needed | Recurring Signals may indicate systemic issues, not just individual customer problems. ### Measure job impact After running Signal-driven jobs: * Did recipients complete faster than non-recipients? * Did the intervention reduce the Signal population? * What message content worked best? This closes the loop and validates your approach. ## Prioritising signals When you have multiple Signals, prioritise by: ### Revenue at risk Higher revenue = higher priority, generally. ### Stage importance Early stage Signals (onboarding) often deserve priority—these customers haven't yet realised value. ### Intervention feasibility Some Signals are easier to act on than others. A clear onboarding step is easier to nudge than a complex integration. ### Segment If you have segments that matter more (enterprise, high-value), prioritise Signals affecting those. ## Advanced: Signal-driven workflows ### Automated job triggers Instead of manually creating jobs from Signals, you can set up jobs that automatically target slow completers: ``` Job: Onboarding Objective 3 Nudge Audience: - currently_member_of_onboarding_stage = true - days_in_stage >= 14 - objective_3_completed = false ``` This creates a standing job that catches customers as they become slow completers. ### Combining signals with cohorts Create cohorts based on Signal-like criteria: ``` Cohort: Stuck in Onboarding - currently_member_of_onboarding_stage = true - days_in_stage >= 2x average - objectives_completed < 50% ``` Then use this cohort for multiple purposes: * Job targeting * CSM alerts * Executive reporting ## Common questions Continuously as customer data updates. New slow completers appear as they cross the threshold. Signals require sufficient completions for meaningful averages. Generally 10+ completions for stability. With less data, averages are less reliable. Thresholds are configured by your Trig implementation team. Future versions may expose configuration in the UI. They're removed from the Signal. If they completed via job, the job tracks this as completion. Current version shows active Signals. Historical tracking is planned for future releases. ## Troubleshooting ### "No Signals appearing" * Are stages configured and live? * Are there objectives with completion criteria? * Are customers in the stages? * Are there enough completions for averages? ### "Signal customers not entering job" * Does the job audience match the Signal criteria? * Are there exclusions blocking entry? * Is the job live? ### "Intervention not working" * Is messaging specific to the blocker? * Is timing right? * Do customers understand what to do? * Is the goal achievable? ## Summary Using Signals effectively: 1. **Review regularly** — Check Signals daily or every few days 2. **Act quickly** — Don't let slow completers get slower 3. **Be specific** — Address the exact blocker in your messaging 4. **Measure impact** — Track whether interventions improve completion 5. **Look for patterns** — Recurring Signals may indicate systemic issues 6. **Iterate** — Use what you learn to improve future interventions Signals transform reactive customer success into proactive intervention. Use them to catch problems before they compound.