The Brief
Preparing for meetings with customers often takes hours of manual work. This can involve searching for information in different places, digging through dashboards for metrics or hunting for notes from the last interaction.
Bringing together key account insights, meetings, goals, and external news, The Brief consolidates everything in one simple view. The Brief shares insights that you’ve always wanted to know about any customer, ahead of any conversation. Unlike Chat, there’s no need to create a new prompt each time you want to access this information.
With The Brief, Customer Success teams are ready to add value to every customer interaction.
Instant context, zero prep. Stay effortlessly informed with insights that evolve as your accounts do, so your team is aligned and ready to make the right moves.
Always meeting-ready. The Brief surfaces critical account updates and market signals, giving you the context to make faster, smarter decisions in every meeting.
Unified qualitative and quantitative data. Get an easy-to-digest brief which turns data into a single, cohesive picture, allowing you to connect customer signals to business impact.
Viewing The Brief in Hook
The Brief is found in the corresponding tab on account pages. It contains different briefs which each have a unique purpose.
The Brief is found in the second tab on the account page
Prepare for internal meetings and customer interactions with the following briefs:
External News: Company and industry updates that help you anticipate change and protect revenue.
Score Explanation: Human-readable insights behind every metric to reveal where to retain and where to expand.
Account Plan: A clear view of customer goals and priorities to drive alignment and growth.
Prepare me for my Next Meeting: A quick, intelligent briefing that equips you to lead high-impact conversations.
Refresh The Brief
Click the refresh button to see the latest version of an individual brief. Select Refresh all content to refresh all briefs.
The Brief uses AI to provide summaries. It may take a few minutes to refresh a brief.
See the latest date a brief was updated next to the refresh button.
Use the refresh button to refresh a brief
View Previous Briefs
Go to The Brief tab on an account.
Find a brief and select the clock reverse icon. This will display options to view the brief from previous points in time, e.g. 30 days ago.
Click the dropdown to see the full text of the previous brief.
Viewing a previous version of a brief
Data Sources for The Brief
Each brief can use multiple data sources. These include:
Data in Hook
Customer data (available in the Customers table)
Product usage data (available in Key Metrics)
Users and their activity
Engagement levels and their trends over time
Signals detected by Echo
Meetings and transcripts
Emails
Support tickets
Contacts and their roles at the company
Account ownership (CSMs and their book of business)
Data from Online Sources
This includes information available on customers from external websites, e.g. news outlets.
❓Frequently Asked Questions
How often is The Brief updated?
View the Last updated information next to a brief to see when it was last updated. Click the refresh button to update information in a brief.
What information is included in The Brief?
Any data about a customer available in Hook and information that can be found online is available to use for any brief.
Can new briefs be added?
Speak to your Account Manager about adding new briefs.