AI-Generated Actions in Hook
Actions are AI-driven recommendations designed to automate and streamline customer engagement by surfacing high-priority tasks, such as Plaibook actions from Echo signals or Activator actions for onboarding. These intelligent prompts allow teams to proactively manage customer health and take the right action at the right time without manual monitoring.
Benefits of Actions
Proactive Engagement: Stay ahead of customer needs with automated triggers that surface critical moments, like expansion opportunities or churn risks.
Unified Workflow: Manage onboarding, renewals, and support tasks in one centralised location, reducing the need to jump between different tools.
Efficient Outreach: Quickly send personalised emails to multiple stakeholders directly from the action interface, ensuring no communication gap.
How to Manage Actions in Hook
Follow these steps to navigate, execute, and organize your AI-generated actions:
1. Filter for Actions
To find specific tasks, use the filters at the top of the Actions page. You can filter by Customer, Created by, Assignee, CSM, or Status (To do, Completed, or Dismissed) to narrow down your view.
2. View an Action
Click on any action card in the list to open its details. Here, you can see the Rationale for why the action was surfaced, previous interactions with the account, and specific suggested "Actions for me" (such as setting up a workshop or reviewing contract terms).
3. Send an Email Action (Send & Complete)
Select an action that requires an email (e.g., "Analyze usage patterns").
Choose the From sender and select the To and CC recipients from the dropdown list of account contacts.
Review or edit the pre-populated Email content in the text box.
Click Send & complete to deliver the email and automatically move the action to the "Completed" status.
4. Mark an Action as Dismissed
If an action is no longer relevant or was surfaced in error, click Dismiss action at the bottom of the action detail pane. You may be asked to provide a reason for the dismissal to help improve Hook’s AI logic.
5. Mark an Action as Complete
For manual tasks (like "Set up stakeholder alignment workshop") that don't involve an automated email through Hook, perform the task and then click Mark as complete to clear it from your "To do" list.
Frequently Asked Questions
Q: How do I edit the email content of an email action?
A: You can edit the email directly within the text box provided in the action view. Your changes are automatically saved as you type.
Q: Who can email actions be sent to or CC'ed to?
A: Email actions can be sent or CC'ed to any contact currently associated with that specific account in Hook.
Q: What is the difference between Rich Text and Raw HTML templates?
A: Rich Text is ideal for standard, text-based communication where you need simple formatting like bolding, lists, and links. Use Raw HTML if you are importing a complex, branded design from a marketing tool (like Mailchimp or HubSpot) that requires specific layout structures, custom fonts, or advanced styling.
Q: Can I reassign an action to someone else?
A: Yes, you can change the Assignee using the filter or detail view to ensure the most relevant team member handles the task.
Would you like me to create a guide on how to set up the Echo signals that trigger these playbook actions?