--- description: Sentiment labels how a Contact sounded in a closed conversation, so you can filter, automate and report on the conversations that need attention. title: Using Sentiment image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0 --- [NouveauNous venons de lever 62,5 M$ lors de notre série B ! 🎉 Ce que cela signifie pour vous![arrow-icon](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2Fe43213a7a9314673bd8d2060c25f9b87)](https://respond.io/blog/respond-io-raises-62-million-series-b) Aidez-moi avec... ⌘ 1. [All Collections >](/fr/help) 2. [ Produit >](/fr/help/product) 3. [ Boîte de réception >](/fr/help/inbox) 4. Using Sentiment # Using Sentiment Sentiment labels how a Contact sounded in a closed conversation. When a conversation closes, AI reviews the Contact's messages and assigns a label with a one-sentence reason. This article covers how to turn sentiment on, where the label appears, and how to filter, automate and report on it. ## Before you begin * Sentiment is available on all plans. * Only Owners and Managers can turn the setting on or off. Managers need access to Workspace settings. * Each scored conversation uses 1 AI credit. See [AI Credits](https://respond.io/fr/help/organization-settings/ai-credits). ## How sentiment works Sentiment runs when a conversation closes. It scores every closed conversation, whether a User closed it manually, it closed automatically after inactivity, or an AI Agent closed it. Processing runs in the background. It does not delay the close. Each scored conversation produces two values: a sentiment label and a one-sentence reason. | Label | Meaning | | ----------- | ---------------------------------------------------------------------------------------------- | | Positive | The Contact expressed satisfaction, gratitude, or a clearly resolved state. | | Neutral | The Contact's tone was factual or transactional, with no dominant positive or negative signal. | | Negative | The Contact expressed frustration, disappointment, or an unresolved state. | | Unavailable | A sentiment could not be generated for the conversation. | The label follows the language in your profile settings. The reason is written in the language used in the conversation, the same as closing note summaries. > Sentiment is separate from closing notes. Closing notes describe what the conversation was about. Sentiment describes how the Contact felt about it. ### When sentiment is Unavailable A conversation returns **Unavailable** in any of these cases: * The conversation has fewer than 2 messages from the Contact, or fewer than 2 messages from an agent or AI Agent. * Your Organization has run out of AI credits. * The AI request fails. No AI credit is used. ### Conversations that are not scored Conversations closed before you turn sentiment on are not scored. Sentiment applies only to conversations closed after the setting is enabled. ## Turning on sentiment Sentiment is enabled by default for new Organizations and disabled by default for existing Organizations. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4plHe9RYuxwTTaV7fCTp6c/26d5d3ba0c81dda0f012db3ebe93c93e/sentiment1.png?fm=jpg&q=80&w=1200&fl=progressive) 1. Go to **Workspace settings > Conversations**. 2. Turn on **Sentiment**. 3. Close a conversation to check the label appears on the conversation closed card. To turn the setting off, switch the toggle off and confirm in the dialog. New conversations are no longer scored. ## Viewing sentiment in the Inbox When sentiment is enabled, the conversation closed card shows the sentiment label at the bottom of the card, in its own shaded section. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4oZ3xnDi6DB15JPBO990HD/25f4fe82840c0b578996679853016440/sentiment-inbox.png?fm=jpg&q=80&w=1200&fl=progressive) | Label | Color | | ----------- | ----- | | Positive | Green | | Neutral | Gray | | Negative | Red | | Unavailable | Gray | Hover the icon next to the label to see the reason. When a sentiment could not be generated, the label shows **Unavailable** and the reason reads: A sentiment couldn't be generated for this conversation. Sentiment is also recorded on the conversation closed event in the Contact's Activities tab. Use it to see how a Contact's sentiment has changed across their past conversations. ## Filtering conversations by sentiment Use the **Last Sentiment** category in the Inbox advanced filters to narrow the conversation list to a sentiment. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/13CPNIZktetWreYc5bPIIh/f15ee343e1de155eb9e01ccbd43d17d4/sentiment-inboxfilter.png?fm=jpg&q=80&w=1200&fl=progressive) 1. Open the filter dropdown in the Inbox and select advanced filters. 2. Add the **Last Sentiment** category. 3. Select **has any of** or **has none of**, then choose `Positive`, `Neutral`, `Negative`, or `Unavailable`. The filter matches the latest sentiment on the conversation. A conversation closed as Positive, reopened, then closed as Negative appears under a Negative filter. Save the view as a custom Inbox to reuse it. See [filtering and sorting conversations in Inbox](https://respond.io/fr/help/inbox/filtering-and-sorting-conversations-in-inbox). > Agents see only the conversations their Contact Visibility permissions allow. This is existing platform behavior. ## Triggering a Workflow from sentiment Add **Sentiment** as a trigger condition on the **Conversation Closed** trigger to act on a conversation as soon as it closes. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4wp6hNUR4ODMsNcFvjdX2w/15c520591bf1de6b948278ec554bd8d5/sentiment-workflow.png?fm=jpg&q=80&w=1200&fl=progressive) Use it to alert a manager on a Negative close, reassign the conversation to a senior agent, or send a recovery message. Two trigger variables carry the values into later steps: | Variable | Description | | ------------------------------- | ---------------------------------------------------------------- | | $conversation.sentiment | The sentiment label: positive, neutral, negative or unavailable. | | $conversation.sentiment\_reason | The one-sentence reason for the label. | See [Workflow Triggers](https://respond.io/fr/help/workflows/workflow-triggers). > If sentiment is turned off, conversations close without a sentiment value. A Workflow with a Sentiment condition will not trigger. If sentiment is turned on, the Workflow triggers only for conversations closed after that. ## Reporting on sentiment Filter by **Sentiment** on the Conversations, Responses and Resolutions tabs in Reports. Multi-select is supported, and `Unavailable` is included as a value. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/7lkhdTAIeBqYVNyAPiPi8O/56d7299919288a7286d066a244bdd5ef/sentiment-reports.png?fm=jpg&q=80&w=1200&fl=progressive) On the Conversations tab you can also: * Group the Conversations Closed chart by sentiment. * Add the **Sentiment** and **Sentiment Reason** columns to the Conversation List. Reports count each closed conversation separately. A Contact with several closed conversations contributes one row per conversation, the same as closing note categories. See [Reports Conversations](https://respond.io/fr/help/dashboard-reporting/reports-conversations). ## Using sentiment with Integrations The **Conversation Closed** event carries two new fields: | Field | Type | Values | | --------------- | ------ | ------------------------------------------------------------------------ | | sentiment | String | positive, neutral, negative, unavailable | | sentimentReason | String | The one-sentence reason. Empty string when the sentiment is unavailable. | Both fields are available in webhooks and in the Conversation Closed trigger in Zapier, Make and n8n. This is an additive change. Existing automations are not affected. ## FAQ and troubleshooting ### Why does a conversation show Unavailable? The conversation had fewer than 2 messages from the Contact or from an agent or AI Agent, your Organization ran out of AI credits, or the AI request failed. ### Are past conversations scored when I turn sentiment on? No. Only conversations closed after the setting is enabled are scored. ### Does sentiment replace closing notes? No. The two settings are independent. Closing notes record what the conversation was about, and sentiment records how the Contact sounded. ### How many AI credits does a conversation use? One credit per scored conversation. If auto-generate closing notes is also enabled, a close uses 2 credits in total. If the AI request fails, no credit is used. ### Can Agents see the sentiment label? Yes. Agents see the label in the conversation window and the Activities tab, and can filter the Inbox by sentiment. Creating Workflows and filtering Reports by sentiment are limited to Managers and Owners. ### Why is the reason in a different language from the label? The label follows the language in your profile settings. The reason follows the language used in the conversation. ## What's next? * [Assigning and Closing a Conversation](https://respond.io/fr/help/inbox/assigning-and-closing-a-conversation) * [Conversations](https://respond.io/fr/help/workspace-settings/conversations) * [Reports Conversations](https://respond.io/fr/help/dashboard-reporting/reports-conversations) Partager cet article [![Telegram](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F44daca77a4844f0c8fd29040ddeba057?width=22)](https://api.whatsapp.com/send?text=https://respond.io/help/inbox/using-sentiment)[![Facebook](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/fff57eeb01160bc604392f519b4f3461ca16f0fa1b6a587b20b142cdf1ad0ba7?placeholderIfAbsent=true&width=22)](https://www.facebook.com/sharer/sharer.php?u=https://respond.io/help/inbox/using-sentiment)[![Linkedin](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/7aaf8d87b5410844d83e06a4ed663e4f551b8c5ef51dbb20a8ff064a1eed9a0f?placeholderIfAbsent=true&width=22)](https://www.linkedin.com/sharing/share-offsite/?url=https://respond.io/help/inbox/using-sentiment)[![Twitter](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4e03e02422a94e8eab9b8b41457c2371?width=22)](http://twitter.com/share?url=https://respond.io/help/inbox/using-sentiment) ## Articles connexes 👩‍💻 * [Ajouter et supprimer des collaborateursAjoutez des collaborateurs à une conversation pour qu'un collègue puisse aider sans devenir le responsable, et retirez-les lorsque son rôle est terminé. ](/fr/help/inbox/adding-and-removing-collaborators) * [Affectation et clôture d'une conversationApprenez à attribuer une conversation et à fermer une conversation. ](/fr/help/inbox/assigning-and-closing-a-conversation) * [Collaborer avec ton équipe dans la boîte de réceptionDécouvre comment collaborer avec ton équipe dans la boîte de réception. ](/fr/help/inbox/collaborating-with-your-team-in-inbox) * [Filtrer et trier les conversations dans la Boîte de réceptionApprends à filtrer et trier les conversations dans la Boîte de réception, y compris les filtres avancés et les conversations sans réponse. ](/fr/help/inbox/filtering-and-sorting-conversations-in-inbox) * [Premiers pas avec la Boîte de réceptionApprenez à naviguer dans le panneau latéral, la liste des conversations et la barre latérale verticale du module Inbox. ](/fr/help/inbox/getting-started-with-inbox) Vous ne trouvez pas ce que vous recherchez? 🔎 [Contacter le support technique](/fr/contact-us) 2026-10-07T08:05:10.621Z help ```json {"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"TechArticle","articleBody":"Sentiment labels how a Contact sounded in a closed conversation, so you can filter, automate and report on the conversations that need attention.","author":{"@type":"Person","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg","name":"Joshua Lim","url":"https://respond.io/fr/author"},"dateCreated":"2026-10-07T00:00:00.000Z","dateModified":"2026-10-07T07:50:33.040Z","datePublished":"2026-10-07T00:00:00.000Z","headline":"Using Sentiment","mainEntityOfPage":"https://respond.io/fr/help/inbox","publisher":{"@id":"https://respond.io/#organization"},"url":"https://respond.io/fr/help/inbox/using-sentiment"},{"@context":"https://schema.org","@id":"https://respond.io/fr/help/inbox/using-sentiment#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help","item":"https://respond.io/fr/help"},{"@type":"ListItem","position":2,"name":"Produit","item":"https://respond.io/fr/help/product"},{"@type":"ListItem","position":3,"name":"Boîte de réception","item":"https://respond.io/fr/help/inbox"},{"@type":"ListItem","position":4,"name":"Using Sentiment","item":"https://respond.io/fr/help/inbox/using-sentiment"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer conversation platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. 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