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Sentiment analysis uses AI to detect how a customer feels in a conversation with your AI agent: Positive, Neutral or Negative. It helps you:
  • Measure customer satisfaction across every conversation, not just the ones with a survey response.
  • Find unhappy customers quickly and follow up with them.
  • See whether changes to your AI agent or knowledge base improve the customer experience over time.

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How it works

About 24 hours after a conversation starts, AI reads it and rates the customer’s sentiment automatically.
Sentiment is available for AI agents on plans that support Advanced analytics. Only conversations that start after the feature is turned on are analyzed.

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Turn sentiment analysis on or off

Sentiment analysis is on by default for every AI agent on a plan that supports Advanced analytics.
  1. Open your AI agent.
  2. Go to Settings > Insights.
  3. Use the Detect sentiment automatically toggle.
When it’s off, new conversations aren’t analyzed. Results you already have stay in your analytics.

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View your results

  • Chat analytics: The Sentiment card shows the share of positive, neutral and negative conversations over time. Click it to see the conversations behind each sentiment.
  • Conversations: Filter conversations by sentiment, for example to review every negative conversation.