Conversation Signals

Your sales team rarely needs the whole conversation. They need the two or three things that change how they run the next call - what the visitor is trying to solve, which product they were looking at,

Conversation signals are how RepX gives you key insights from conversations as structured data. A signal is a named piece of information you want RepX to pull out of every chat, defined by a prompt you write in plain language. When a conversation ends, RepX runs each of your signal prompts against the full conversation and stores the result against that conversation.

Because signals are extracted from the whole conversation, they don't depend on RepX having asked a specific question. A visitor might describe their pain point in their opening message, or across three different answers halfway through - either way, the pain points signal captures it. Your playbook prompt still decides how the conversation runs and which questions get asked. Signals decide what gets recorded when it's over.

Playbooks shape the conversation. Signals shape what you get out of it. The two are configured separately, so you can change how RepX qualifies without touching what your CRM receives.

There are two kinds of signals: default signals that every account gets, and custom signals you create for whatever else matters to your business.

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Anatomy of a signal

Every signal - default or custom - is made up of four things.

Field	What it is
Label	The display name you'll see in the RepX dashboard. For example, Primary product interest.
Type	The kind of value the signal holds - String, Email, Phone, Yes / No or Number.
Extraction Prompt	Your plain-English instruction describing what RepX should pull out of the conversation.

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Default signals

Signal	Data Type	What RepX extracts
Visitor name	String	The visitor's name, if they shared it at any point in the conversation
Email	String	The email address the visitor provided
Phone number	String	The phone number the visitor provided
Qualified	True or FFalse	Whether the conversation meets your definition of a qualified lead

Because these are extracted from the conversation rather than captured from a form, they get picked up whenever the visitor happens to share them. If someone opens the chat, drops their email, and closes the window without answering a single question, RepX still ends the conversation, processes it, and attaches that email to the lead.

Customizing the 'Qualified' signal

Visitor name, email and phone number mean the same thing to every business, so RepX runs a standard prompt for each of them and there's nothing to edit.

Qualified is different. A qualified lead at a company selling to enterprise IT teams looks nothing like a qualified lead at a self-serve product. So qualified is the one default signal whose prompt you can edit, and it's worth editing - the default is deliberately generic.

Write it as the criteria you'd give a rep reviewing the transcript. For example:

Mark this conversation as qualified if the visitor works at a company with more than 100 employees and described a current problem with their existing tooling, or asked about pricing for a paid plan. Answer no if the visitor is a student, a job applicant, or asking only about the free tier.

Because Qualified is a Yes / No signal, it's the one most teams filter on downstream - routing only qualified conversations into a CRM, a Slack channel, or a rep's queue.

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Custom signals

Custom signals are where you capture the things specific to how your team sells. You create one by giving it a name and writing the prompt that tells RepX what to look for.

Some examples of custom signals customers run today:

Label	Captures
Pain points	The specific problems the visitor described with their current setup
Primary product interest	Which of your products the visitor was really asking about
Number of users or sites	The size of the visitor's environment, as a proxy for deal size
Interests	What the visitor wants to accomplish - the goal behind the conversation
Current tooling	The competitor or incumbent tool the visitor said they're moving off
Timeline	When the visitor said they're looking to make a decision

Writing a good signal prompt

A signal prompt is just an instruction, but a few things make the output far more useful downstream - particularly if you're pushing signals into CRM fields.

1. Set the scene, then name the target. Open by telling RepX what it's reading and exactly what to pull out.

You are analyzing a completed sales-chat transcript to extract the visitor's interest: what they want to accomplish, evaluate, or see - the goal or use case behind the conversation.

2. Draw the line against your other signals. If two signals could plausibly capture the same sentence, say so explicitly. Otherwise you'll get the same text in both.

...as distinct from the problem itself, which is captured in a separate signal.

3. Spell out what counts. This is where most of the accuracy comes from. List the concrete things you'd accept, in your own vocabulary.

Capture the visitor's stated objective and what they were looking for. This covers things like: the migration scenario they want to run; the governance outcome they want; what they asked to do next (see a demo, get pricing, start a trial, talk to sales); and their evaluation stage, if stated.

4. Say what to do when it isn't there. Most conversations won't contain every signal. Tell RepX to leave it empty rather than infer.

Return null if the visitor did not share this.

Two more things worth keeping in mind: match the instruction to the type you picked - a Number signal should ask for a figure, not a description - and if the value is headed for a CRM picklist, name the exact set of values RepX is allowed to return.

Warning: Signals are extracted by AI from what the visitor actually said. They're a strong indicator of intent, not a verified data source - treat a signal the way you'd treat a rep's notes from a discovery call.

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Setting up signals

You can create and edit signals from Settings > Conversation signals in RepX.

• To edit the Qualified prompt, open the signal and replace the prompt with your own qualification criteria.
• To add a custom signal, create a new signal, give it a name, and write the prompt describing what RepX should extract.

Signals apply at the account level - they run against every conversation your agent has, regardless of which playbook was active. Changes take effect on conversations that complete after you save them; conversations already processed keep the signals they were extracted with.

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Where signals show up

Once extracted, every signal is available in three places:

• Against the conversation in RepX, alongside the summary, topics and transcript, so anyone reviewing the conversation sees the extracted signals with it.
• In the repx_conversation_completed event, inside the extracted_variables block. Both default and custom signals are included. This is what makes signals usable outside Storylane.
• In the tool of your choice, through Zapier or webhooks. Because signals arrive in the event payload, you can map any signal to any field in your CRM or nurture tool. See Integrations for setup.

The HubSpot integration writes a set of conversation attributes into HubSpot properties by default, and logs the conversation as a note on the record. If you want a specific custom signal in a specific HubSpot field - pain points into a custom Contact property, for example - send it through Zapier.

A conversation with two custom signals configured would produce an extracted_variables block like this:

"extracted_variables": {
  "email": "[e-mail]",
  "visitor_name": "John Doe",
  "phone_number": "[phone]",
  "qualified": true,
  "pain_points": "Manual migration process across 40 SharePoint sites, no way to validate what transferred",
  "migration_size": "2.4 TB"
}