When you step through the onboarding flow for the first time, the flow should guide you through getting your CRM connected and selecting setting options for your initial set up.
If you need to return to these settings at any time, you can do so from the Settings panel. Just make sure that you're selecting the "HiLite" panel.
Once there, you'll see the below screen. Explanations below!
Classify Upon: This determines when HiLite will analyze and classify a ticket. By default, this will be set to run on ticket creation.
Push Data into CRM: Once HiLite classifies a ticket, that data will be available to you in your HiLite dashboard. Optionally, you can then also choose to have the corresponding tag (or topic) applied to the ticket in your CRM (to create views and run further analytics on them). HiLite tags will start with "hilite__" and look something like the below in Zendesk:
Classification Settings: We have pre-defined categories, depending on your industry type. We've made them somewhat general for broadest applicability, but, if you need a custom set of tags or are looking for a bit more analysis of your contact reasons. Please reach out! We can likely tune a custom-model for you on the Pro plan.
Contact us to get these features: Similarly, if you're looking to incorporate additional data points from your order platform (order history? LTV?) or other data source, please reach out. If it's available via API, there's a good chance we can snap it in for you.
Not quite what you were looking for? Have more questions? We'd love to connect.
You can click here to drop us a note, send us an email directly at support@hiq.cx, or click here to book a few minutes to chat live!