Articles on: Conversations

Conversations and Reviews - Sentiment Analysis

The AI-powered Sentiment Analysis in Conversations and Reviews will automatically detect sentiment for your conversations. Once enabled the sentiment selector will automatically populate and sentiment scores will appear in the dropdown. If the system is unable to detect the sentiment or you want to change it you can manually select one. The detection only happens for the first message. If you feel the sentiment has changed during the conversation you can change it if you wish. Another workflow would be to create a label like "Sentiment changed" or similar and use that to track these. Filtering by Sentiment makes it easy to Bulk Reply or in other ways manage conversations based on mood.

Sentiment Selector

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How to enable Sentiment Analysis

Sentiment Analysis, alongside all other AI related features can be enabled by account owners in Account Settings, under Features > Reviews & Conversations > Sentiment Analysis.

Enable Sentiment Analysis

If the Features option in the sidebar doesn't appear, please contact Customer Support to enable AI Related Features.


To filter by Sentiment in your Inbox and Insights views select one or more in the Sentiment section in the filter.

Read more about filters here.

Filter by Sentiment

Updated on: 27/06/2024

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