When Resonant IQ finds something worth your attention, it raises a signal card. Each card has a type that tells you what kind of change it saw — and how much it wants you to care.
7 min read
Reference · all roles
CS LeaderCSMPMSupport Agent
A signal card is Resonant IQ raising its hand. It reads both streams — conversations and account activity — continuously, and stays quiet until something changed that a person should weigh in on. Every card names a phenomenon, so the vocabulary is industry-agnostic: it's a “capability gap,” never a “feature gap.”
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The card's color is its severity.
Every card type maps to one of four severity bands — critical, high, watch, or informational — shown as the colored bar down its left edge. Scan by color first, then read.
Anatomy of a card
Every card in the queue and on the dashboard strip shares the same row. Here's what each part is telling you.
Insights · Signal queueReconstructed — not a live capture
SG4821ChurnRenewal risk rising at Northwind LogisticsNorthwind4 conversations86%
SG4821 — signal ID, stable across sessions
Churn — card type & severity color
Headline — what changed, in one line
Account — who it's about
Evidence count — conversations behind it
86% — confidence in the read
Click any card to open the conversations behind it — nothing is shown without its evidence.
The catalog
Cards are grouped below by the severity band they render in. The chip next to each name is the short label you'll see in the queue.
Criticalact this week
ChurnChurn riskchurn_risk
The account is trending toward leaving — health is sliding, or a customer voices intent to go. Reads both streams together.
ChampionChampion riskchampion_risk
Your key advocate is disengaging, changing roles, or leaving — often detected from the silence of a contact who used to be active.
Interaction quality for this account is dropping — recent conversations are scoring lower than the account's own baseline.
Highneeds a person
EscalationEscalation detectedescalation_detected
A conversation has heated up — urgency, frustration, or an executive stepping in. Usually the earliest warning you'll get.
ConflictCross-team conflictcross_team_conflict
Different teams are telling the customer different things, or internal notes contradict what went out. Reconciled across both streams.
Watchworth routing onward
CapabilityCapability gapcapability_gap
Customers keep hitting something the product can't yet do. The raw material for a product conversation — not a “feature gap.”
DocDoc needdoc_need
A recurring question whose answer is missing or hard to find in your docs. A “doc need,” not a “doc gap.”
Informationalcontext & patterns
SilentKey contact silentkey_contact_silent
A contact who used to engage has gone quiet. Detected purely from the absence of activity in the account stream.
SentimentSentiment shiftsentiment_shift
A meaningful change in how a customer feels — up or down — across recent conversations. A shift, not a snapshot.
RecurringRecurring topicrecurring_topic
The same theme keeps surfacing across conversations. A company-wide pattern that only appears when you look across accounts.
EducationCustomer educationcustomer_education
A customer needs guidance on something they're using in the wrong way — an onboarding or enablement nudge, not a defect.
UnblockedUnblockedmeta_unblocked
Something that was holding the account back has cleared. The rare good-news card — worth noting, and worth following up on.
Severity vs. confidence
Don't confuse the two. Severity (the color) is how much a card matters if it's right. Confidence (the percentage) is how sure Resonant IQ is that it's right. A critical card at 40% confidence is a lead to verify; a watch-level card at 95% is close to settled fact.
Both are always visible, and every card opens into the exact conversations behind it — because a signal you can't verify is just a guess with good posture.
Deduped and time-boxed
Cards are counted once, not once per conversation — three tickets about the same capability gap become one card with three pieces of evidence. And cards expire as the evidence behind them ages out, so the queue reflects what's true now rather than piling up forever. To see these cards in context, read Reading the Insights hub.