Message Sentiment

Message sentiment is a breakdown of the ratio of positive to negative messages being sent between the operators on your team and your end users. Message sentiment is determined using AI-powered language processing. 

You can click into any of the three charts to drill into a list of each message deemed to be positive or negative. 



From here you can see who the message was sent by and when. Click any Case ID to jump directly into that chat. You can also hit Download Results in the upper right of this screen to export this list.