Enable Email Intent

1. Request
   
2. Query
   
3. Complaint
   
4. Purchase

1. In your CRM account, click the setup icon (  ).
   
2. Go to Zia, click the Email Intelligence tab in Communication.
   
3. Make sure Email Intelligence is enabled.
   
4. Toggle Email Intent functionality to enable email intent classification.
   

Custom Intent 

Custom intents is released in a phased manner and will be accessible only to selected users in the US and the EU DCs.

1. In your CRM account that has email intent enabled for Zia, click the setup icon (  ).
   
2. Go to Zia, then click the Email Intent tab in Communications.
   
3. On the Email Intent page, select Custom Intent.
   
4. Click Get Started.
   
   

Creating your own intent 

1. Go to the Custom Intent tab, then click on New Intent.
   
2. On the next screen, provide a name for the intent to be displayed with emails.
   
3. Add an optional description about this intent and its specifics.
   
4. Select whether to configure the new intent with or without sample data.
   
   
5. For intent Without sample data:
   
1. Add up to five keywords that relate to the intent for Zia to look up for in a new incoming email.
   
   
2. Click Save.
   
   
6. For intent With sample data:
   
1. Select whether to enter sample email content, upload a file with the sample email, or both.
   
   
2. For entering email content, copy your sample email and paste the content in the section provided.
   
3. For uploading files, you can click Attach files, and browse the file with sample email content.
   
   
   
4. Click Save.
   
   

Notes:

1. You can create a maximum of five intents for each configuration type (with sample data, without sample data).
   
2. For intents with sample data, a minimum of 25 sample email contents are required for Zia to start training for the custom intent. The 25 sample contents can be any combination of entered emails or uploaded files. If you have provided less than 25 sample emails, you can still continue to save the custom intent but it Zia will not be training on this.
   
3. The maximum limit for sample emails is 100, which can be a combination of the two types of samples )emails entered manually, and uploaded).
   
4. The user can opt for both upload options or only one option for adding training data.
   
5. Zia will only start training after the minimum count of 25 training email data is provided by the admin user.
   
6. Admin users can manually edit the email entered, but for file upload they can reupload the file again
   
7. Zia Intents modal accuracy increases based on the amount of variety of training emails provided.
   
8. For an organization, both custom intent and system intent will be processed. The intent of an email is decided by the score of the intent.(Priority is given to Custom Intent).
   
9. The minimum number of custom intent that can be created will be one.
   
10. The maximum number of custom intent that can be created will be ten.