How to Enable and Configure AI Sentiment Analysis in BoldDesk
AI Sentiment Analysis in BoldDesk analyzes customer interactions and assigns sentiment scores that help support agents identify and prioritize conversations requiring attention. The resulting sentiment is classified as Negative, Neutral, or Positive.
Administrators can control where Sentiment Analysis runs by selecting eligible brands and sources, choose whether customer replies should be recalculated, and customize the score ranges used for each sentiment category. Sentiment information can then be used in ticket views, filters, exports, automation rules, and SLA policies.
Prerequisites
Before configuring Sentiment Analysis, ensure that:
- AI Copilot is available and enabled for your account.
- Your role has the Manage AI Copilot permission under the AI Copilot module.
- Agents requiring the activation and configuration of AI sentiment analysis possess access to the AI Copilot.
For general AI Copilot setup information, learn How to Enable and Configure AI Copilot Features in BoldDesk.
How to Enable and Configure Sentiment Analysis
AI Copilot must be enabled before Sentiment Analysis can be configured. Explore further information on How to Enable or Disable AI Copilot in BoldDesk.
When AI Copilot is disabled, the AI Copilot features are unavailable.
After enabling AI Copilot:
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Remain in AI Center > AI 2.0.
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Under AI Copilot, select Sentiment Analysis. BoldDesk opens the dedicated Sentiment Analysis configuration page.
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Turn on Sentiment Analysis.
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In Brand, select the brands where Sentiment Analysis should run. The Brand field determines which brands are eligible for Sentiment Analysis.
- Select one or more brands to restrict Sentiment Analysis to those brands.
- Leave the field empty to include all brands. When the field includes All Brands, Sentiment Analysis applies to eligible tickets across all brands.
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In Source, select the eligible ticket creation or reply sources. The Source field determines which ticket creation or reply channels are eligible for Sentiment Analysis.
- Select one or more sources to restrict Sentiment Analysis to those sources.
- Leave the field empty to include all sources. When the field includes All Sources, Sentiment Analysis applies to eligible tickets from all supported sources. A source is the channel through which a ticket was created or replied to, such as email, the customer portal, or live chat.
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Select or clear Calculate sentiment on customer replies according to the required behavior.
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Review or customize the sentiment score ranges.
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Click Update.
Click Cancel to leave the page without applying the pending changes.
Calculate Sentiment on Customer Replies
The Calculate sentiment on customer replies option determines whether BoldDesk recalculates sentiment when the customer adds new replies.
| Setting | Behavior |
|---|---|
| Selected | Calculates sentiment for the first customer message and recalculates it when the customer adds a reply. |
| Cleared | Calculates sentiment only for the first ticket message from the customer. |
Use this setting when agents need the displayed sentiment to reflect changes in the customer’s tone during the ticket conversation.
The option applies to customer replies. Agent replies do not cause customer sentiment to be recalculated through this setting.
Configure the Sentiment Score Range
The Set sentiment score range section determines how scores from 0 to 100 are grouped into Negative, Neutral, and Positive sentiment categories.
The default ranges shown in the Sentiment Analysis page are:
| Sentiment | Default Score Range | Description |
|---|---|---|
| Negative | 0-40 | Represents negative customer sentiment. |
| Neutral | 41-60 | Represents neutral customer sentiment. |
| Positive | 61-100 | Represents positive customer sentiment. |
To change the ranges:
- Locate Set sentiment score range.
- Move the range controls to the required threshold values.
- Confirm that the three categories cover the complete 0-to-100 scale without overlapping.
- Click Update.
The configured thresholds determine the sentiment label assigned to an analyzed customer interaction.
Agents see the applicable sentiment label and AI confidence information in supported ticket interfaces. The score ranges configured on this page determine how the underlying sentiment score is categorized.
Reset Sentiment Score Ranges
Click Reset to Default to restore the default sentiment score ranges.
Resetting the score ranges does not change:
- The selected brands.
- The selected sources.
- The Calculate sentiment on customer replies setting.
- Whether Sentiment Analysis is enabled.
After resetting the ranges, click Update to save the restored values.
Understand Sentiment Configuration Scope
Sentiment Analysis evaluates a ticket only when the ticket matches the configured brand and source scope.
| Brand Configuration | Source Configuration | Behavior |
|---|---|---|
| Empty or all brands | Empty or all sources | Applies to eligible tickets across all brands and sources. |
| Selected brands | Empty or all sources | Applies only to eligible tickets from the selected brands. |
| Empty or all brands | Selected sources | Applies only to eligible tickets associated with the selected sources. |
| Selected brands | Selected sources | Applies only when both the ticket brand and source match the configuration. |
If Calculate sentiment on customer replies is selected, eligible customer replies are also analyzed within the configured brand and source scope.
If a ticket does not match the selected brand or source, Sentiment Analysis is skipped for that ticket.
View Sentiment in Tickets
BoldDesk displays sentiment information in supported ticket interfaces so agents can identify conversations that may require attention.
Use ticket filters to locate tickets classified as Positive, Neutral, or Negative.
Basic Filters
Use Basic Filters to quickly display tickets by sentiment category.
Advanced Filters
Use Advanced Filters to combine sentiment with other ticket attributes, such as brand, group, priority, status, or source.
Sort Tickets by Sentiment
You can sort tickets by sentiment in supported ticket-list layouts, including:
- Card view
- Grid view
- Detail view
Sorting can help agents find negative-sentiment tickets that may require timely attention.
Display Sentiment on the Ticket List Page
Grid View
Add the Sentiment column to the grid layout to display each ticket’s overall sentiment classification.
Card View
A sentiment indicator appears on a ticket card when sentiment information is available. The interface can also display the AI confidence percentage associated with the classification.
Export Tickets with Sentiment
Include the Sentiment field when exporting tickets to analyze sentiment outside BoldDesk.
Exported sentiment data can support external reporting and trend analysis.
View Sentiment in Ticket Details
The Ticket Details page can display sentiment-related information for the customer interaction.
Available information can include:
| Information | Description |
|---|---|
| Overall Ticket Sentiment | Represents the sentiment based on the applicable recent customer message. |
| Customer Language Detection | Identifies the language detected in the customer message. |
| Message-level Sentiment | Displays sentiment for individual customer messages in the conversation. |
- The ticket interface presents the sentiment label along with the AI confidence percentage, instead of revealing the raw numeric sentiment score.
- Within the BoldDesk mobile application, sentiment information is accessible on the Requester Message View and the Requester Details page; however, sentiment data is not shown on the mobile ticket-list page.
Use Sentiment in Ticket Automation
The Sentiment field can be used as a condition in supported Ticket Automation rules.
For example, you can configure a rule to:
- Assign negative-sentiment tickets to an escalation group.
- Increase the priority of qualifying negative-sentiment tickets.
- Notify a team when a ticket becomes negative.
- Apply another supported ticket action when the sentiment condition matches.
To configure a sentiment-based rule:
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Go to Admin > Automation > Ticket Automation.
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Open a supported Create Ticket Trigger or Update Ticket Trigger.
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Create a rule or edit an existing rule.
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Select Sentiment as a condition field.
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Select the required operator and sentiment value.
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Configure the required actions.
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Save and enable the rule.
Use Sentiment in SLA Policies
Use the Sentiment field as an SLA condition when different sentiment categories require different service targets.
For example, an SLA policy can apply a shorter response target to tickets classified as Negative.
Agents need the applicable AI Copilot access to view sentiment in ticket lists, ticket details, filters, sorting, and exports.
Troubleshooting
Sentiment Runs Only for the First Customer Message
This is expected when Calculate sentiment on customer replies is cleared. Select the option and click Update to recalculate sentiment on eligible customer replies.
Sentiment Does Not Run for Some Tickets
Review the Brand and Source fields. Sentiment Analysis runs only for tickets that match the selected scope. Leave a field empty when all brands or all sources should be included.
Reset to Default Does Not Change Brand or Source
This is expected. Reset to Default restores the sentiment score ranges only. It does not change Brand, Source, reply calculation, or the feature toggle.
Agents Cannot Filter or Sort by Sentiment
Confirm that the agents have the required AI Copilot access and permission to view the applicable tickets.
Frequently Asked Questions
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Where do I enable Sentiment Analysis?
Go to AI Center > AI 2.0, turn on AI Copilot, select Sentiment Analysis, enable the feature, configure its settings, and click Update. -
Which sentiment categories does BoldDesk use?
BoldDesk groups sentiment into Negative, Neutral, and Positive. -
Can I customize the sentiment score ranges?
Yes. Adjust the threshold controls in Set sentiment score range, and then click Update. -
Can Sentiment be used in Ticket Automation?
Yes. Use Sentiment as a condition in supported Ticket Automation rules and configure the required actions. -
Can Sentiment be used in an SLA policy?
Yes. Use the Sentiment condition to apply an SLA policy to qualifying sentiment categories.
