Instant Answers to Questions About Your Book of Business
Customer Success teams often rely on scattered tools to access customer data, making it hard to navigate risk and manage communications. Chat simplifies this by instantly providing clear and reliable insights about customers.
Chat is an intelligent, conversational interface in Hook where you can ask questions about your customers and their data. It acts as an on-demand assistant that understands your customers and instantly turns your questions into actionable answers.
Related Article: Chat: Use Cases for Customer Success Teams
Chat is available to use in any part of Hook by clicking the Hey Hook button.
Find the Hey Hook button anywhere in Hook.
Use the chat window to ask questions.
Example output from Chat
Chat uses data that is available in Hook. This includes:
Subscription information
Any information about Hook’s Engagement Level
CRM data (such as custom fields)
Users and their activity
How to Use Chat
Access Chat anywhere in Hook by clicking the Hey Hook button in the top right.
Hey Hook button to access Chat
A chat window will appear. Enter your question in the textbox to start a conversation.
Viewing the Chat window
Click the full screen toggle to enter full screen mode for Chat.
Chat in full screen
Chat History
All previous conversations are saved in Chat History. Click Chat History to view these conversations.
Click Chat History to view past conversations
Previous conversations are listed on the left.
Previous conversations are listed in the left sidebar
Start a New Conversation
To start a new conversation, click the compose icon. Your current conversation will be saved in Chat History and a new conversation thread will be created.
Click the compose icon to start a new conversation
An empty chat will be created for starting a new conversation
Delete a Conversation
When viewing Chat History, click the bin icon and then Confirm to delete a previous conversation. Once deleted, previous conversations cannot be restored.
Confirmation message appears when deleting a conversation thread
❓Frequently Asked Questions
Will my previous conversations be saved in Chat when I close Hook?
Previous conversations are saved in Chat History so can be viewed again next time you open Hook.
What data sources does Chat use to answer questions?
Chat uses any data that is available in Hook. This includes:
Subscription information (e.g. ARR, renewal dates)
CRM information in Hook such as custom fields and account roles (e.g. CSMs, Renewal Managers)
Product usage insights in Key Metrics
Users and their activity
Hook’s Engagement Level and how it’s changed over time
Support for content from notes, meetings and emails is coming soon. Echo can automatically flag risks and identify opportunities across your organisation using data from meetings, support and emails.
How often is the data updated that Chat uses?
All data used for Chat is updated daily.
What type of responses does Chat share?
Chat will share structured responses that can:
Prioritise accounts in your book of business
Categorise accounts based on risk level e.g. critical risk, high risk, low risk
Analyse data trends over time for a single account, or across multiple accounts e.g. analyse usage patterns
Share a summary of findings at the end of a response
Suggest next steps for risks and opportunities identified for accounts
Chat can also draft content such as emails and account plans.
Can Chat be used for support questions?
Chat can be used for simple questions about Hook features. For detailed support, go to https://help.hook.co/en/ or email [email protected].
What model does Chat use?
At Hook, we use Anthropic’s Claude. Any messages sent using Chat are sent to Anthropic.