> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sentiment Detection

> Detect customer mood and alert staff to frustrated users

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.

<Info>
  Sentiment Detection is an **Enterprise** feature. [Upgrade your plan](https://ticketcord.net/pricing) to access it.
</Info>

## 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"

## Detected Sentiments

| Sentiment      | Description                     | Typical Signs                     |
| -------------- | ------------------------------- | --------------------------------- |
| **Angry**      | Strong negative emotion         | ALL CAPS, profanity, threats      |
| **Frustrated** | Persistent dissatisfaction      | Repeated complaints, exasperation |
| **Upset**      | General unhappiness             | Disappointment, sadness           |
| **Confused**   | Uncertainty or misunderstanding | Questions, "I don't understand"   |
| **Happy**      | Positive emotions               | Thank yous, exclamations of joy   |
| **Neutral**    | No strong emotion               | Factual statements                |

## Getting Started

<Steps>
  <Step title="Enable Sentiment Detection">
    Go to **AI Features** → **Sentiment Detection** and toggle it on.
  </Step>

  <Step title="Set Up Actions">
    Configure what happens when each sentiment is detected.
  </Step>

  <Step title="Assign Roles">
    Choose which roles get notified for each sentiment.
  </Step>
</Steps>

## Tone Actions

For each sentiment, you can configure an action:

| Action         | Description                          |
| -------------- | ------------------------------------ |
| **Ping Role**  | Notify a specific role when detected |
| **Do Nothing** | Track the sentiment but don't notify |

### Example Setup

| Sentiment  | Action     | Role            |
| ---------- | ---------- | --------------- |
| Angry      | Ping Role  | @Senior Support |
| Frustrated | Ping Role  | @Support Team   |
| Upset      | Ping Role  | @Support Team   |
| Confused   | Do Nothing | -               |
| Happy      | Do Nothing | -               |
| Neutral    | Do Nothing | -               |

<Tip>
  Only ping for negative sentiments to avoid notification fatigue.
</Tip>

## Settings

### Analysis Mode

When to analyze sentiment:

| Mode                 | Description           | Best For        |
| -------------------- | --------------------- | --------------- |
| **First Message**    | Analyze immediately   | Quick detection |
| **First 5 Messages** | Wait for more context | Better accuracy |
| **Smart Detection**  | AI decides timing     | Recommended     |

**Smart Detection** waits if:

* Staff is actively responding
* More context would help
* Message is ambiguous

### Delay Before Analysis

Seconds to wait before analyzing:

* **0** - Immediate
* **15-30** - Let user finish typing
* **60+** - Wait for multi-message context

## What AI Looks For

### Language Signals

| Signal               | Sentiment        |
| -------------------- | ---------------- |
| ALL CAPS             | Angry/Frustrated |
| Exclamation marks!!! | Strong emotion   |
| Question marks???    | Confused         |
| Thank you, great!    | Happy            |
| "I don't understand" | Confused         |
| Profanity            | Angry            |

### Context Clues

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

### Combination Detection

AI considers multiple signals together:

```
"This is the THIRD time I'm asking!!"
     ↓
Repeated issue (frustrated) + CAPS (angry) + !! (strong emotion)
     ↓
Result: Frustrated (primary) + Angry (secondary)
```

## How Staff Sees It

When concerning sentiment is detected:

```
⚠️ Sentiment Alert: Frustrated Customer

Ticket: #ticket-12345
Customer: John Smith
Sentiment: Frustrated (87% confidence)

"I've been waiting for 3 days with no response"
```

Staff can:

* Click to open the ticket
* See the confidence level
* Review the triggering message

## Best Practices

### 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

### 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

### Combine with Other Features

Sentiment Detection works well with:

**Priority Detection:**

```
Angry + High Priority → Immediate escalation
```

**Auto-Routing:**

```
Frustrated customers → Senior support
```

**Knowledge Base:**

```
Adjust AI tone when sentiment is negative
```

## Troubleshooting

### 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

### 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

### 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

### 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

## 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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