---
title: "What is Signals?"
slug: "what-is-signals"
updated: 2026-07-16T16:27:14Z
published: 2026-07-16T16:27:14Z
canonical: "help.gladly.com/what-is-signals"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What is Signals?

> [!NOTE]
> Signals is currently in Beta
> 
> If you’re interested in getting access to Signals early, contact Gladly Support or your Account Manager to get it turned on for your team.

**Signals** uses AI to evaluate AI-handled Sessions against criteria you define, then rolls the results up into a statistical picture of what's happening across your Customers' interactions. Instead of spot-checking individual Sessions one at a time, you get trend data on quality, sentiment, and emerging issues, at a scale no team could review manually.

![Overview of AI agent performance metrics including conversation outcomes and handoff quality.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/signals main.png)

---

Signals is available to Administrators and Team Managers for any organizations using Gladly AI. Once enabled, find it in the left navigation under **Gladly AI > Analyze > Signals**.

![Gladly AI interface showing Signals section for analyzing agent sessions and conversation complexity.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/signals gladly ai.png)

## What makes Signals different

Signals doesn't just count Sessions, it reads them. AI evaluates Sessions against the specific question you ask and classifies it, giving you qualitative insight at quantitative scale. Signals is built around three core strengths:

- **Early detection** – catch emerging issues before they escalate to your team or show up in NPS scores.
- **Trend analysis** – see how topics and sentiment shift over time across all channels.
- **Quality at scale** – evaluate AI performance across hundreds of Sessions at once.

![Customer expresses frustration over receiving a link instead of a direct answer.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/signals convo transcript.png)

> [!NOTE]
> Where Signals runs
> 
> Signals currently evaluates AI-handled Sessions on Chat, SMS, and Email.

## Recognize what Signals is not

Signals is purpose-built for broad trend detection. Understanding its boundaries helps you use it in the right situations.

**Not a real-time alert.** Signals runs on demand (or on a schedule you set) over a date range, and evaluates historical AI Sessions, not live ones. Use Gladly's standard alerts for real-time issue detection.

**Not a Customer record lookup.** Signals returns aggregate statistics (percentages and trend data) not individual records or PII. Use Conversation Search to review an individual conversation.

**Not a replacement for human review.** Signals reflects what the AI assessed based on your criteria. A person should always review the results, interpret the trends, and dig into individual conversations to validate what Signals is showing.

> [!NOTE]
> Criteria requires defined answer choices
> 
> Signals classifies AI Sessions against options you specify, and can't discover open-ended answers on its own. Think of it like a survey – you write the question and the possible answers

## Choose between Signals and Reporting

Signals is built for questions that require reading and interpreting the content of a Session. If the answer already exists in your Gladly reports, use Reporting instead.

| Use Reporting instead | Use Signals |
| --- | --- |
| How many AI Sessions occurred last month? | Were Customers asking about product sizing, fit, or defects? |
| What was the AI resolution rate by Channel? | Did Customers express frustration about shipping delays or order status? |
| What was average handle time last week? | Did AI successfully help Customers complete a return or exchange? |

## Compare Signals to the Insights Agent

The Insights Agent lets you ask plain-English questions over reporting data you already have – volume, CSAT, handle time, drivers – with zero setup required. Signals judges your sessions: you define a new question that hasn't been asked before, and an AI reads every session to answer it, citing the reasoning and evidence behind each answer.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.