April 30, 2025

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.

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