Gauge sentiment in Inbox

Sentiment analysis in Inbox can help you instantly gauge the emotional tone behind your customers' interactions. When you understand how your customers are feeling, you can prioritize your responses based on emotional urgency and work toward turning negative experiences into positive outcomes.

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).

Change the detected sentiment or add sentiment

Correct any inaccuracies in sentiment detection, ensuring that insights remain relevant and actionable. If your Admin recently turned on sentiment analysis and you have a message that did not show sentiment, you can also add a sentiment using the following instructions.

Select Message actions next to a message to adjust the detected sentiment or add sentiment to the message.