Sentiment Analysis

Sentiment Analysis classifies the tone of every incoming customer message with AI: positive, neutral or negative. You see overall satisfaction at a glance and catch negative conversations before they escalate.

What It Shows

• Overall distribution: positive/neutral/negative ratios for the selected period.
• Trend: how sentiment changes over time.
• Keywords: the words and topics customers use most.
• Message list: individual messages with their sentiment label; jump to a negative message's conversation with one click.

How It Works

Analysis runs automatically on every incoming message; there is nothing to enable. The sentiment label is assigned by AI and only real customer messages are counted (test conversations are excluded).

Related Topics