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Semantic Signals use broad-match technology to identify key moments in a conversation by intent and meaning, rather than requiring an exact keyword match.
Semantic Signals use “broad match” technology to identify key moments in a conversation. Unlike traditional keyword spotting, which requires an exact match, Semantic Signals understand the intent and meaning behind a phrase, making your call categorization more accurate and flexible.

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Activating Semantic Signals

Semantic Signals are pre-built and available in your library. To start using one:
  1. Select Signal in the left menu bar, then navigate to Manage Signals.
  2. Click New Signal.
  3. Choose Semantic Signal to open the library.
  4. Browse the library tiles. Each tile shows the signal name, description, and the “Spoken By” criteria.
  5. Click Activate on the desired signal. You can customize the Name and Description in the slide-out panel before finalizing.
  6. Click Save and Activate.
Once active, the signal type appears as “Semantic” in your Manage Signals list. If you ever need to stop a signal, you can pause or delete it — it returns to the “Activate” state in your library.

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Reviewing Semantic Signals in calls

You can verify how these signals are triggering within your call data in two primary locations.

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Call Review Console (for Quality Management users)

In the Call Review Console, look for the Signals section.
  • Identifying the Signal: Semantic signals are marked with a triangle icon. Under the “Signal Type” column, they’re labeled as Semantic (distinguished from “Rule” for keyword-based signals).
  • Visual highlights: when a signal is met, it appears in green. Clicking the phrase takes you to the transcript and highlights the relevant section in yellow.
  • Broad match context: since this is semantic, the highlighted text might not exactly match the signal name. Hover over the yellow highlight to see exactly which phrase triggered the signal.

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Call Details view

For customers without Quality Management (QM) tools, signals are viewed in the standard Call Detail/Reports page. Locate the Signals Met section — triggered phrases are currently underlined in the transcript.

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Disabling signal phrases

Sometimes a Semantic Signal phrase is a little too broad or doesn’t fit your specific needs. To fine-tune your results, you can disable specific phrases within a signal so they don’t trigger a match.
  1. Navigate to the Signals tab and select Manage Signals.
  2. Click New Signal, then choose Semantic Signal to view the library.
  3. Select View or Activate to open the signal you wish to edit.
  4. Select Phrases in the Edit Semantic Signal window.
  5. In the phrase list (for example, “interested in buying”), locate the specific phrase you want to ignore.
  6. Click the checkbox or toggle it to Disable the Phrase.
  7. Click Save.
Once a phrase is disabled, head to your Manage Signals page and click on the signal — any disabled phrases now appear crossed out, letting you know at a glance that they’re no longer being tracked. This isn’t a permanent change; toggle the phrase back on at any time.

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Where to go next

Last modified on September 23, 2026