👤 Managers and Technical Admins have access to these settings in Hook
What is Signal Configuration for Echo?
Signal configuration allows you to define how Hook’s AI (Echo) categorises the risks and opportunities it detects within your customer accounts. By setting up these custom labels, AI-generated insights will be aligned with your organisation's specific terminology and business goals.
Signal types, categories, sub reasons and outcomes can be used for building reports in the Signals table and Customers table.
Signal type, category and sub reason in the Signals table
Benefits of Customising Signals
Tailored Insights: Categorise churn risks and upsell opportunities using the language your team already uses.
Granular Reporting: By defining specific categories and outcomes, you can generate more detailed reports on why accounts are at risk or why they were successfully saved.
Automated Efficiency: Once configured, Echo automatically applies these labels to its findings, saving your team from manual data entry.
How to Customise Signals: Step-by-Step Guide
To begin configuring your signals, navigate to Organisation settings and in the left-hand sidebar, select Signals. Follow these steps:
Define Signal Types
Locate the Signal Types section. These are the kinds of churn or upsell risks you want to track (e.g. "Churn Likely" or "Upsell Potential").
To edit an existing type, click the pencil icon next to a colour-coded label, type the new name, and click the checkmark to save.
To activate or deactivate a Signal type, toggle the switch next to the name.
Signal types defined including Low Adoption and Likely to Renew
Define Signal Categories
Scroll down to Signal Categories. These provide more context to your signals (e.g., "Budget," "Adoption," or "Loss of Influencer").
You can add a new category by clicking + Add category, or disable those you don’t need by toggling the switch to off.
To delete a Signal category, click the bin icon.
Signal categories activated including Resources and ROI
Add Signal Sub-categories (Optional)
Toggle the Enable sub-categories switch
Add any sub-categories to add additional context for a Signal category by clicking + Add sub-category.
Each category can have multiple sub-categories. To delete a sub-category, click the x icon next to its name.
Tech/Product Signal category with the Open support tickets sub-category
Set Signal Outcomes
In the Signal Outcomes section, define what happens after a signal is addressed.
Click + Add outcome to create labels like "Churn Saved" or "Renewed" to track the effectiveness of your team's actions.
To activate or deactivate a Signal outcome, toggle the switch next to the name.
To delete a Signal outcome, click the bin icon.
Signal Outcomes enabled including Cancellation and Resolved
List Signal Competitors
In the Signal Competitors section, add the names of your main competitors. This allows Echo to automatically flag when a customer mentions a specific rival.
To activate or deactivate a Signal competitor, toggle the switch next to the name.
To delete a Signal competitor, click the bin icon.
Add Signal Dismissal Reasons
If a detected signal is no longer relevant, your team will need a reason to dismiss it.
Click + Add dismissal reason to create options such as "No longer relevant" or "Already actioned."
To activate or deactivate a Signal dismissal reason, toggle the switch next to the name.
To delete a Signal dismissal reason, click the bin icon.
Signal dismissal reasons enabled: No longer relevant and Already actioned
Once this process is complete, reach out to your Technical Implementation Consultant for the next stage of the Echo implementation.
❓Frequently Asked Questions
What are the standard signal types in Hook?
Standard types Hook recommends are: Churn likely, Upsell likely, Watchlist - Needs Attention, Confirmed Churn, Healthy Account, and Tech/Product Gaps. You can customise these to what is most suitable for your team.
Are signal sub-categories required?
Signal sub-categories are not required. To enable them in Signal settings, toggle the Enable sub-categories switch above the Signal categories section - instructions here.
Can signal types be updated at any point?
Signal types can be updated, but this may require an update to the Echo LLM prompt. Speak to your Technical Implementation Consultant about the impact of these changes. Changes will only apply to Signals created after the update has been made.
How long does the initial Signal configuration take?
Most organisations can complete their initial signal configuration in 15–20 minutes.