Turn on sentiment analysis

Sentiment analysis in Inbox can help you instantly gauge, analyze, and categorize the emotional tone behind your customers' interactions with your team in Inbox. When you understand how your customers are feeling, you can prioritize your responses based on emotional urgency, more effectively tailor your communication strategies, and monitor your overall brand health in real-time.

We use Lumen by Talkwalker’s AI service to determine positive, negative, or neutral sentiment. For more on the Lumen by Talkwalker AI sentiment analysis model, see About sentiment analysis.

Turn on or off sentiment analysis

Administrators can turn on or off sentiment analysis for agents. Once it is turned on, new messages coming into the queue will be analyzed for sentiment. Sentiment analysis does not retroactively assign sentiment to older messages in Inbox.

Turn on sentiment analysis for specific channels and conversation types

Once you've turned on sentiment analysis, you can choose which channels and conversation types (public, private, or both) you want to analyze for sentiment. If you do not want a channel to use sentiment analysis, select None. If you want to select a conversation type for all channels, select Select across channels.

View message and conversation sentiment

We calculate sentiment for individual messages in a conversation and an overall sentiment for each conversation.

You can find the sentiment for each customer message in a conversation below the message in the conversation view.

We calculate an overall sentiment for conversations, which can be seen below conversations in the queue. You can also find this in an open conversation at the top of the conversation view.

We use the last five non-neutral messages in a conversation to calculate the sentiment for that conversation. For each positive message, we add one point and for each negative message, we subtract one point. We then average the last five scores and use the following range to calculate the conversation sentiment:

• Positive - Between 0 and 1.
• Neutral - 0.
• Negative - Between -1 and 0.

For example, we calculate a conversation with 1 negative, 1 neutral, and 3 positive messages as positive. (-1 + 1 + 1 + 1 )/4 = 0.5, which is between 0 and 1 and is therefore positive.

Show or hide sentiments in your view

If you're involved in a busy conversation and want to hide the sentiment indicators from your view, select Show in conversation view, and then clear the Sentiment checkbox.

Filter your queue by sentiment

Filter conversations based on sentiment to focus on critical interactions. To view conversations that appear in your queue by sentiment, go to Nest (or go to Inbox if you're still using the Classic experience), select Filters at the top of the queue, and select a sentiment option. You can also create a saved Inbox to quickly view the queue by sentiment (see Create a custom inbox).