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Sentiment Detection uses AI to analyze the emotional tone of customer messages. When a customer is frustrated, angry, or upset, your team can be alerted immediately.
Sentiment Detection is an Enterprise feature. Upgrade your plan to access it.

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How It Works

  1. Customer sends a message
  2. AI analyzes the emotional tone
  3. If a concerning sentiment is detected, staff is notified
  4. Staff can respond appropriately
Example:
Customer: “This is ridiculous! I’ve been waiting 3 days and STILL no response!!” AI detects: Frustrated / Angry Staff gets pinged: “⚠️ Frustrated customer in #ticket-12345”

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Detected Sentiments

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Getting Started

1

Enable Sentiment Detection

Go to AI Features → Sentiment Detection and toggle it on.
2

Set Up Actions

Configure what happens when each sentiment is detected.
3

Assign Roles

Choose which roles get notified for each sentiment.

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Tone Actions

For each sentiment, you can configure an action:

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Example Setup

Only ping for negative sentiments to avoid notification fatigue.

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Settings

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Analysis Mode

When to analyze sentiment: Smart Detection waits if:
  • Staff is actively responding
  • More context would help
  • Message is ambiguous

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Delay Before Analysis

Seconds to wait before analyzing:
  • 0 - Immediate
  • 15-30 - Let user finish typing
  • 60+ - Wait for multi-message context

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What AI Looks For

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Language Signals

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Context Clues

  • Repeated issues → Frustrated
  • Waiting mentions → Frustrated/Upset
  • Threats to leave → Angry
  • Compliments → Happy
  • Neutral facts → Neutral

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Combination Detection

AI considers multiple signals together:

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How Staff Sees It

When concerning sentiment is detected:
Staff can:
  • Click to open the ticket
  • See the confidence level
  • Review the triggering message

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Best Practices

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Respond Appropriately

When alerted to negative sentiment: Do:
  • Acknowledge their frustration
  • Apologize for the experience
  • Offer a solution quickly
  • Escalate if needed
Don’t:
  • Be defensive
  • Ignore the sentiment
  • Use generic responses
  • Keep them waiting longer

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Train Your Team

Help staff handle different sentiments:
  • Angry → Stay calm, empathize, escalate if needed
  • Frustrated → Acknowledge, explain, resolve quickly
  • Confused → Clarify, guide step-by-step
  • Upset → Empathize, offer solution

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Combine with Other Features

Sentiment Detection works well with: Priority Detection:
Auto-Routing:
Knowledge Base:

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Troubleshooting

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Not Detecting Sentiment

  1. Check if enabled - Verify Sentiment Detection is on
  2. Check analysis mode - “Smart Detection” may wait
  3. Check message content - Very short messages may not have enough signals

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Wrong Sentiment Detected

  1. Context matters - Sarcasm and irony are hard to detect
  2. Cultural differences - Some expressions vary by culture
  3. Ambiguous messages - Short messages may be misread

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Too Many Alerts

  1. Adjust actions - Set some sentiments to “Do Nothing”
  2. Increase delay - Wait longer before analyzing
  3. Use Smart Detection - Let AI decide when to alert

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Missed Angry Customers

  1. Lower sensitivity - Some expressions are subtle
  2. Check action config - Make sure “Angry” has an action
  3. Check role config - Verify the notification role exists

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Privacy Note

Sentiment Detection analyzes message content to detect emotional tone. It does not:
  • Store sentiment history long-term
  • Share data with third parties
  • Use data for purposes other than detection

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