Overview
New Feature
Smart Sentiment Analysis in Inbox
We’re excited to roll out Sentiment Analysis for conversations within the Inbox! This feature automatically analyzes and generates sentiment insights after certain user messages or via a scheduled 1-hour cron job.
With this update, you can:
- See Real-Time Sentiment Detection
Conversations are tagged as Positive, Neutral, or Negative based on tone and language. - Track Smart Conversation Scoring
Gain insights into:- Agent Empathy
- Bot Persona Adherence
- Conversation Engagement
- Emotional Shift
- Resolution Effectiveness
- Response Relevance
- Use Auto Topic Classification
Understand what your users need — topics are automatically tagged (e.g., General Assistance, Tech Support, etc.) based on conversation and persona. - Get Conversation Tips
Actionable tips are provided to improve communication with end users.
