How It All Works
The intelligence engine behind Hike Clinical's customer success. Six integrations, five AI models, and Sally — working together to keep every account healthy.
System Architecture
Hover nodes to explore data flows · Click linked nodes to navigate
6 Integrations, One Unified View
Every customer touchpoint — email, meetings, tickets, chat, deliveries — flows into a single intelligence layer.
Gmail
Bi-directional email sync with OAuth 2.0
- Domain-based contact matching
- AI sentiment scoring per email
- Activity timeline injection
- 4-hour sync interval
Google Calendar
Meeting history and upcoming schedule
- Attendee → company association
- Internal meeting filtering
- HubSpot meeting merge
- 5-min sync for Sally's calendar
HubSpot CRM
Company and contact data from your CRM
- Meeting history import
- Contact search by company
- Company associations
- 6-hour background sync
Pylon
Support ticket tracking and status monitoring
- Issue search by company
- Status & priority tracking
- Company name matching
- 4-hour staleness cache
Slack
Team context from two critical channels
- #ask-an-expert → knowledge base
- #clinical-sales → account context
- Thread summarization via Claude
- Cross-referenced with companies
Resend
Transactional email with delivery intelligence
- HTML email delivery
- Open & click tracking via webhooks
- Bounce & complaint handling
- Link rewriting for analytics
5 AI Models Processing Every Signal
From raw email text to actionable account health — Claude models extract, score, match, and synthesize across all data.
Sentiment Analysis
Claude Sonnet scores every email from -1 to +1
- 5 labels: positive → escalation
- Per-email + trend aggregation
- 30-day and 90-day windows
- Drives Sally trigger detection
Health Scoring
7-component algorithm scoring 0-100
- Order momentum (25pts)
- Order recency (20pts)
- Engagement recency (15pts)
- Meeting freq + support + sentiment
Company Matcher
Fuzzy matching across 3 datasets
- Exact → contains → prefix
- ≥4 character prefix matching
- Cross-source entity resolution
- Slack, HubSpot, Pylon linking
Expert Knowledge Base
Claude compiles #ask-an-expert into searchable KB
- Topic-grouped Q&A
- Clinical & product knowledge
- Used in Sally drafts
- Refreshed every 6 hours
Account Health AI
Claude generates status + risk assessment
- Green / Yellow / Red status
- AI-written summary paragraph
- Factor-by-factor breakdown
- Order + meeting + sentiment context
The Sally Workflow
Sally runs autonomously every hour — analyzing accounts, detecting triggers, generating drafts, and respecting guardrails.
Load Data
Pull companies, orders, contacts, activity from all sources
Analyze Accounts
Compute health scores, sentiment trends, engagement gaps
Detect Triggers
Match 9 trigger patterns against each account's data
Score Priority
Rank accounts by trigger severity and health criticality
Generate Drafts
Claude writes personalized outreach with full context
Human Review
Team reviews, edits, approves or rejects AI drafts
Send & Track
Deliver via Resend, track opens, clicks, replies
Learn & Refresh
Remove stale drafts, respect guardrails, iterate
9 Trigger Types
Autonomous pattern detection across every data source