👤 Managers and Technical Admins have access to these settings in Hook
Customising Signals
Signals allow Hook users to add information to accounts that may not be available from the data alone that drives an engagement level. For example, a customer may tell a CCM they are definitely going to renew, or a CSM knows that a customer is considering another tool. Signals can be positive (verbal renewal commitment) or negative (delayed implementation).
Signals in Hook are customised in Signal Settings. Control the impact a signal has on Engagement Levels, and the different types of signal that can be used. CSMs are able to capture the full range of signals for each account, completely customised to your business.
In Signal Settings set up signals that impact Hook Engagement Level and customise signal reasons, signal competitors and signal outcomes.
Signals Impacting Engagement Levels
Configure how signals impact the Engagement Level for each account, depending on the signal added.
Control how Signals Impact Engagement Levels
There are four options for how signals can interact with Hook’s score for accounts with signals:
Score override: The signal will increase or decrease the Engagement Level.
Score replacement: Hook’s Engagement Level will be replaced with the assigned signal.
Signal indicator: The signal does not impact the Engagement Level, but a status orb indicates a signal is assigned.
No signal indicator: The signal has no impact on the Engagement Level.
To change which of these options apply to signals,
Go to Signal Settings.
In Score configuration, select one of the options.
Once selected, you will see a success message. The score configuration is now updated.
Signals Configuration
Signal configuration in Signal settings, displays the list of signal types CSMs have the option to select when creating a new signal. These can be customised for your organisation.
Deactivate an Existing signal Type
Go to Signal settings.
In Signal configuration, toggle the switch next to the signal name. The signal will be removed when the switch is grey.
To enable the signal, toggle the switch back on to yellow.
Deactivating a signal will not impact existing signals, only new ones.
Edit a Signal Type Name
Go to Signal settings.
In Signal configuration click the pencil ✎ icon next to the signal name.
Edit the name of the signal.
Click the tick icon ✔️ to save the changes.
Enable a signal to Impact Engagement Levels
Go to Signal settings.
In Signal configuration, choose whether this signal should move the Engagement Level up, down or none
Configuring Signal Reasons, Outcomes and Competitors
Signal properties can be customised for your organisation in Signal Settings. Follow the steps below to configure:
Signal Reasons
Signal Outcomes
Signal Competitors
Add a Signal Property
Go to Signal Settings.
Go to the property category:
For Signal reasons, select + Add reason.
For Signal outcomes, select + Add outcome.
For Signal competitors, select + Add competitor.
Enter a name.
Click the ✔️ tick icon to save.
Edit a Signal Property
Go to Signal Settings.
Go to the property category: Signal reasons, Signal outcomes or Signal competitors.
Click the pencil ✎ icon on the property.
Edit the name.
Click the tick icon ✔️ to save the changes.
Deactivate or Re-activate a Signal Property
Go to Signal Settings.
Go to the property category: Signal reasons, Signal outcomes or Signal competitors.
Toggle the switch next to the property to deactivate it (grey). To re-activate the signal reason, toggle the switch on to yellow.
Deactivating signal reasons, outcomes or competitors will only impact new signals. Existing signals will remain unchanged in Hook.
Delete a Signal Property
Go to Signal Settings.
Go to the property category: Signal reasons, Signal outcomes or Signal competitors.
Click the bin icon next to the property to delete.
Click the red Delete button to confirm deleting the property.
Deleting signal reasons, outcomes or competitors will only impact new signals. Existing signals will remain unchanged in Hook.
Disable Signals for your Organisation
Signals are automatically enabled for your organisation in Hook. If this is not helpful for your team, disable this functionality.
Go to the top of Signal Settings
Toggle the switch off to Signals deactivated.
Toggle the switch back on to enable signals.
