If you’re facing an issue or something doesn’t look right for an account without an engagement level learn more about how to troubleshoot. Try these quick solutions which will also improve your understanding of how Hook works.
Steps to troubleshoot
If an account does not have any active users, then the Engagement Level is automatically set to Inactive. This is because there will be no product usage or user activity data that can contribute to the Engagement Level.
On rare occasions, an account will be marked as Inactive if it hasn’t been included in our weekly scoring of all accounts. If there is activity on the account but the score is still Inactive, reach out to [email protected]
Related Article: Frequently Asked Questions: Hook's Engagement Level
If there is no user activity or product usage activity for an account in Hook, see Zero values for key metrics for an account