An Alert is timely information about an account that is specific to your organisation. The following Alerts are available as default for all customers:
No user activity on this account in the past 30 days.
Account has dropped 2 or more Engagement Levels in 7 days.
Account's Engagement Level has been low or very low for more than 60 days.
It’s possible to create additional Alerts to track upsell opportunities, upcoming renewals and important account changes. For example, set an Alert for:
Account approaching their credit usage limit (as an opportunity for upsell)
Direct debit cancellation (indicating churn risk)
New admin user created (add to a personalised cadence in Hook)
When managing large books of business, Alerts help focus attention on where to take action. For example, an Alert on an account with no logins in the last 30 days may become a top priority at-risk account.
Alerts are configured to highlight the most important information for your CS team. They can be categorised and filtered based on a CSM’s focus. Use Alerts to flag key information at important points in an account’s contract. For example, specific Alerts about account activity 3 months before renewal.
View Alerts on the account page.
See all Alerts across your organisation on the Alerts page. View by category and Alerts that were completed, dismissed or saved.
View the newest Alerts on the Overview page.
Navigating Alerts on Accounts
Alerts can be filtered by Category and Type on the Account Page.
Click through the pages to view older Alerts.
Click the right arrow to view all Alerts for the account on a single page.
Filter Alerts
Account Owner and Product
Go to the Alerts page to view all Alerts across your organisation.
Select an option from the View dropdown. Here, Alerts can be viewed as:
All alerts: Alerts from all accounts.
Team alerts: Alerts from accounts within your team.
My alerts: Alerts from your accounts only.
For organisations with multiple products in Hook, Alerts can be filtered by Product. Select a product from the View Alerts by dropdown.
Category and Type
Go to the Alerts page and view all Alerts across your organisation.
Click the Category or Type dropdown, and select the relevant option. The category of an Alert is the type of information contained in the Alert, e.g. product, meetings. The type of an Alert is the Alert message, e.g. No new videos created within the last 14 days.
Alerts can also be filtered by Category or Type in the Alerts section on the account page.
Find Alerts with Playbooks
Go to the Alerts page and toggle on the switch for Playbook alerts. These are external playbooks configured specifically for your organisation to take action on Alerts.
Save an Alert
Click the star icon under an Alert to save it. Saved alerts can be found in the Saved tab of the Alerts page.
Complete an Alert
Click the Alert.
Select the tick icon underneath the comment box.
The Alert will be marked as completed. Completed Alerts can be found in the Completed tab of the Alerts page.
Dismiss an Alert
Click the Alert.
Select the cross icon underneath the comment box.
The Alert will be marked as dismissed. Dismissed Alerts can be found in the Dismissed tab of the Alerts page.
Add a Comment to an Alert
Click the Alert.
Add a comment in the textbox.
Click Save comment.
Find comments on Alerts by clicking on the Alert message. A speech bubble icon under an Alert indicates that comments were added.
❓Frequently Asked Questions
How often are new Alerts added?
This depends on the conditions set by the Alert. Email support@hook.co if you are unsure about how these were configured for your organisation.
Can Alerts be disabled if they’re no longer relevant?
Alerts can be removed from Hook for your organisation. Email support@hook.co for this request.
How do I request new Alerts to be added to Hook?
Speak to your account manager and they will share more details.