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.

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.

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.

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.

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.

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.

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.

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:

See 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.

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.

Using sentiment with Integrations

The Conversation Closed event carries two new fields:

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.

What's next?

• Assigning and Closing a Conversation

• Conversations

• Reports Conversations