Overview
Sentiment scores are a method of judging how positive (100), negative (0) or neutral (50) a conversation or message is. Sentiment is tracked per message and averaged across the entire conversation.
Sentiment scores are unlocked on the paid version of analytics.
Where to Enable Sentiment
Sentiment can be enabled/disabled at the source level. Navigate to Sources > Source Settings > Analytics to show or hide sentiment scores.
Note: Scores are always calculated, disabling just hides those scores on the contact card.
Where Sentiment is Used
Sentiment scores can be used as a way to quickly see how a conversation is going, display in reports, or used as a persona A/B testing metric.
Contact Card Display
The Sentiment line on the contact card shows the sentiment per message, with the average displayed as a number to the right. Click any point on the line to zoom to that message.
Summary
Use sentiment scores as a way to quickly see how a conversation is going or to set up A/B Persona tests. Also set up charts in your dashboards that show sentiment over time, per channel, per source, or other compairsons.
See the chart below that tracks conversation sentiment average over the past 4 weeks.
