Why Signal Management Matters
Signals are how Hook surfaces risk and expansion opportunities across your book of business. But a signal only creates value if someone acts on it. An unreviewed queue means missed renewals, slow responses to at-risk accounts, and expansion opportunities that go cold.
Keeping your signals current is one of the highest-value habits you can build as a CSM. It takes minutes a day, and it means you're never caught off guard on an account.
The Two Types of Signals to Manage
Detected Signals — New intelligence surfaced by Hook's AI agents (such as Echo) or when there's a dip in key usage metrics. These sit in your queue until you accept or dismiss them.
Active Signals — Signals you've already accepted that are live on your accounts. These need regular status updates until they're resolved.
Daily: Review New Detected Signals
Check your detected signals every day. Signals can surface at any time, and the sooner you act on them, the sooner your team can respond to what's happening across your accounts.
A daily review also keeps your queue manageable. Letting signals stack up makes it harder to prioritise and easier to miss something important.
How to review detected signals
Go to the Signals table.
Create a view for New Detected Signals to Review.
For each signal, either Accept it (to add it as an active signal on the account) or Dismiss it (to clear it from your queue).
Work through the queue until it's clear.
Accepting a signal means you believe it's relevant and worth tracking. Dismissing it means it's not actionable for that account right now, or isn't relevant. Both actions are useful. An empty queue means nothing has slipped through.
Weekly: Update Your Active Signals
Once a week, we recommend by EOD Friday, review every active signal in your book. Active signals are live on your accounts and need to reflect the current situation.
How to review active signals
Go to the Signals table.
Create a view for Active Signals to Update. Top tip: you can sort by 'days since updated'.
For each signal, either:
Add a new status update via the exec summary to record what's happening, or
Clear the signal if the situation has been resolved.
Keeping active signals up to date gives your whole team, including managers, an accurate picture of where accounts stand. It also means your health scores and risk indicators reflect reality, not stale data.
Quick Reference
Daily: Accept or dismiss all new detected signals in a New Detected Signals to Review view.
Weekly (by EOD Friday): Update status or clear all active signals in the Active Signals to Update view.
Tips for Staying on Top of Your Queue
Treat your daily signal review like checking email. A short, consistent habit rather than a big weekly task.
If you're unsure whether to accept or dismiss a signal, err on the side of accepting. You can always clear it later once you've checked in with the account.
Create an Active Signals with No Update view to catch anything that's been sitting without attention.