Pssst, Signals is new terminology to Hook…previously they used to be called Risks
Signals are surfaced on an account to give insight into renewal and upsell likelihood. Signals can represent risk or opportunity and are triggered in different ways:
Automated
Using Echo AI - Hook’s AI powered intelligence layer that scans your calls, emails and support data to surface Signals
With rules-based automations - Signals based on data rules and configured by your organisation
Manually - by someone adding a Signal within Hook
Signals also have different stages, depending on whether they’re active or not.
Detected Signal: Indicates a Signal that has been triggered by Echo or an Automation. A Detected Signal should be reviewed by an account team
Active Signal: A Signal that has either been accepted by the account team after review, automatically assigned to an account based on rules or created by the account team manually
Dismissed Signals: A Signal that the account team decided was not relevant and therefore dismissed
Cleared Signal: A Signal that has been cleared (closed), for example a risk that you have worked through and resolved
Automated Signals
Automated signals will appear on an account based on Echo detecting risk or opportunity within the account, or based on any rules established.
Review All Detected Signals
To see all Detected Signals across your book of business:
Head to the Signals Table
Filter by ‘Signal type’ = ‘Detected Signal’
You can then narrow down by ‘Source’ and many other filters too
“Current Status” and “Source” are just some of the columns you might want to filter by in your Signals table.
Dig into Detected Signals
You can also view all Detected Signals on an individual account page, navigating through the Detected Signals using the arrow key.
Accept a Detected Signal
From here, you can accept a Detected Signal. If you already have one Active Signal, you will need to clear this first.
Dismiss a Detected Signal
If a detected Signal is no longer relevant, it can be dismissed by clicking Dismiss (see above). If desired, a reason for dismissing this Signal can be added in Notes. Click Confirm dismissal and this Signal will be removed for the account.
Option to include notes for dismissing a Signal (not required)
Manual Signals
Signals can always be manually created and edited.
Click “Add a Signal”, or the “ + “ Icon in the top right to add a manual signal
You can then fill in the relevant details for your manual signal
View the most relevant Active Signals on the Overview page, ordered by account ARR or the created date (Date raised).
Build reports in the Customers table that display Active Signals assigned for each account. Find out more about building reports on Signals here.
View Signals
Active Signals
To view Active Signals on an individual account, go to the Signals section on the account page. Here you’ll see any Active Signals. If an account has no Active Signals, there will be a + Add a Signal button in this section.
Viewing Active Signals on an account page
Viewing an account without an Active Signal
Cleared Signals
View Cleared Signals for an account using the Cleared Signals tab on an account page.
Click Cleared Signals tab to see signals that have now been cleared
Add an Active Signal Manually
Active Signals can be manually created on an account page or using the Customers table.
The following fields can be added to an Active Signal:
Type: The type of Signal e.g. Upsell Likely, Watchlist, Implementation Risk etc. Required.
Date raised: The date the Signal was created (automatically populated).
Category: The reason why the Signal applies e.g. Influencer engagement, ROI. Required.
Competitor: The competitor the account is considering, if applicable.
Executive Summary: A summary of why the Signal is being raised. Required.
Customise Types, Categories, Sub-Categories and Competitor dropdown options in Signal Configuration
Note: An account can have only one Active Signal per product at a time. To add a new Active Signal, the existing one must first be cleared.
Account Page - Create an Active Signal
On the account page, select + Add a Signal or click the + icon at the top of the Signals section.
Fill in the fields that appear in the Signal window. Signal type, Category and Executive Summary are required to save the Signal.
Click Save. The Active Signal will appear in the Signals section on the account page.
Customers Table - Create an Active Signal
Find the account in the Customers table to add a Signal.
Ensure the Active Signal assigned column is added to the Customers table.
Click + Add a Signal in the Signal assigned column for the account. The Signal creation window will appear.
Fill in the details to create a Signal.
Click Save. Refresh the page to see the updates in the Customers table.
Edit an Active Signal
Account Page - Edit an Active Signal
Click the three dots on the top right of the Active Signal.
Select Edit.
Edit the field(s) of the Signal. Signal type, Category and Executive Summary are required to save the Signal.
Click Save. The field(s) will be updated on the Signal.
Customers Table - Edit an Active Signal
Add the Active Signal assigned column to the Customers table (click the edit icon next to Columns and search for Active Signal Assigned).
Find the account with the Active Signal to edit. Click the pencil icon next to the Signal type, e.g. Upsell Likely.
Choose Edit this signal to edit Signal fields.
Edit the field(s) of the Active Signal. Signal type, Category and Executive Summary are required to save the Signal.
Click Save and refresh the page. The field(s) will be updated on the Signal.
Editing a Signal from the Customers table
Update Active Signal Status
Account Page - Update Active Signal Status
Click the three dots on the bottom right of the Active Signal.
Click Add new status.
Enter a status. Note: There is a 1000 character limit.
Click Save. The new Active Signal status will appear at the bottom of the Active Signal. This new status is the latest status in the Active Signal: Current status field in the Customers table.
Customers Table - Update Active Signal Status
Add the Active Signal assigned column to the Customers table (click the edit icon next to Columns and search for Active Signal Assigned).
Find the account with the Active Signal to edit. Click the pencil icon next to the Signal type, e.g. Upsell Likely.
Enter a status in the Current status field. Note: There is a 1000 character limit.
Click Save and refresh the page. The new Signal status will appear in the Active Signal: Current status field in the Customers table.
Clear an Active Signal
This was previously referred to as closing a risk.
Go to the account page with the Active Signal.
Click the three dots on the top right of the Active Signal.
Select an Outcome for the Signal.
Add notes to explain why the Signal is being cleared.
Click Clear Signal. The Signal will now appear in Cleared Signals on the account page. The Customers table will no longer show an Active Signal assigned to this account.
Tip: Signal Outcomes can be customised in Signal Configuration
Signals can also be cleared from the Customers table. Click the edit icon next to the Signal type and choose Clear this signal.
Clear a Signal from the Customers table
❓Frequently Asked Questions
How can I view all Signals where I’m the owner?
Build a report in the Signals table with the Active signal column displayed, and any other relevant data (e.g. Signal: Date raised). Add a filter on the field Signal: Owner for your name. Hint: Use this report and replace the filter on Signal Owner with your name.
How can I add a new Signal Type, Reason, Competitor or Outcome to the list of options available?
These can be updated in Signals Settings. Find out more about customising Signals here.