AI Sentiment Analysis analyzes customer conversations and automatically classifies customer sentiment as Negative, Neutral, or Positive.

Sentiment Analysis helps support teams identify conversations that may require urgent attention and can be used in ticket views, filters, exports, automation rules, and SLA policies.

Prerequisites

Before configuring AI Sentiment Analysis:

• AI features must be enabled for your account.
• You must have access to the AI module.

Configure AI Sentiment

Step 1. Enable Sentiment Analysis

Navigation Path: AI → Sentiment Analysis
To enable Sentiment Analysis:

1. Click the AI icon from the left navigation menu.

2. Under AI Automation, select Sentiment Analysis.

3. Turn on the Sentiment Analysis toggle.
   

   
   
   

Sentiment Analysis is now available for eligible tickets.

Step 2. Configure Brand and Source Scope

Use the Brand and Source settings to determine where sentiment analysis runs.

Brand

Select the brands where sentiment analysis should be applied.

• Select specific brands to restrict sentiment analysis.
• Leave the field empty to include all brands.

Source

Select the ticket channels where sentiment analysis should run.
Examples include: Email, Customer Portal, Live Chat, API, Integrations

• Select specific sources to restrict sentiment analysis.

• Leave the field empty to include all sources.
  

  
  
  

Step 3. Configure Customer Reply Analysis

Use Calculate sentiment on customer replies to determine whether sentiment should be recalculated when customers respond.

Enable this option if you want sentiment to reflect changes in customer tone throughout the conversation.

Step 4. Configure Sentiment Score Ranges

The Set sentiment score range section controls how sentiment scores between 0 and 100 are categorized.

Default Sentiment Ranges

To customize the ranges:

1. Scroll to Set sentiment score range.

2. Move the slider handles to adjust the thresholds.

3. Ensure all three categories cover the full score range from 0–100.

4. Click Update.
   

   
   
   

The configured ranges determine how customer interactions are classified.

Step 5. Save the Configuration

After configuring the required settings:

1. Review the Brand and Source scope.
2. Review the Customer Reply Analysis setting.
3. Review the sentiment score ranges.
4. Click Update.

The configuration will be applied immediately.

Reset Sentiment Score Ranges

To restore the default sentiment ranges:

1. Click Reset to Default.

2. Review the restored values.

3. Click Update.
   

   
   
   

Resetting the score ranges does not modify:

• Brand settings
• Source settings
• Customer reply recalculation settings
• The Sentiment Analysis toggle

Understanding Sentiment Categories

View Sentiment in Tickets

Once enabled, sentiment information becomes available throughout BoldDesk.
Agents can:

• Filter tickets by sentiment.
• Sort tickets by sentiment.
• View sentiment in ticket details.
• Include sentiment in exports.
• Use sentiment in automation rules.
• Use sentiment in SLA policies.

Filter Tickets by Sentiment

Use ticket filters to locate conversations based on sentiment.
Supported sentiment values:

• Positive
• Neutral
• Negative

You can use:

• Basic Filters
• Advanced Filters

Sort Tickets by Sentiment

Sentiment can be used as a sorting option in ticket lists.
Supported views include:

• Card View
• Grid View
• Detail View

Sorting helps agents prioritize conversations with negative sentiment.

View Sentiment in Ticket Details

Ticket details can display:

Export Tickets with Sentiment

When exporting tickets, include the Sentiment field to analyze customer sentiment outside BoldDesk.
Exported sentiment data can be used for:

• Reporting
• Trend analysis
• Customer experience reviews
• Operational dashboards

Use Sentiment in Ticket Automation

The Sentiment field can be used as a condition in Ticket Automation rules.
Examples include:

• Escalate negative sentiment tickets.
• Assign negative conversations to specialised teams.
• Increase ticket priority.
• Notify managers when sentiment becomes negative.

To create a sentiment-based automation rule:

1. Navigate to Admin → Automation → Rules.
2. Create a new rule or edit an existing rule.
3. Add Sentiment as a condition.
4. Select the desired sentiment value.
5. Configure the required actions.
6. Save and enable the rule.

Use Sentiment in SLA Policies

Sentiment can also be used in SLA policies.
For example:

• Negative sentiment tickets can receive shorter response targets.
• Positive sentiment tickets can follow standard SLA policies.

This allows support teams to prioritise potentially critical customer conversations.

Troubleshooting

Sentiment Runs Only for the First Customer Message

• Verify that Calculate sentiment on customer replies is enabled.
• If disabled, sentiment is calculated only for the initial customer message.

Sentiment Does Not Run for Certain Tickets
Review the configured:

• Brand
• Source

Sentiment Analysis runs only for tickets that match the configured scope.

Reset to Default Did Not Change Brand or Source

• This is expected behavior.
• Reset to Default only restores sentiment score ranges.

Agents Cannot Filter or Sort by Sentiment
Confirm that:

• Sentiment Analysis is enabled.
• The ticket is within the configured Brand and Source scope.
• The agent has permission to access the ticket.

Frequently Asked Questions

1. Where do I enable Sentiment Analysis?
   Navigate to:
   AI → Sentiment Analysis

   Enable the feature, configure the required settings, and click Update.

2. Which sentiment categories are supported?
   BoldDesk classifies customer interactions as:

   • Negative
   • Neutral
   • Positive

3. Can I customize sentiment score ranges?
   Yes. Use the Set sentiment score range section to modify the thresholds for Negative, Neutral, and Positive sentiment classifications.

4. Can Sentiment be used in Ticket Automation?
   Yes. Sentiment can be used as a condition in Ticket Automation rules.

5. Can Sentiment be used in SLA Policies?
   Yes. Sentiment can be used as an SLA condition to apply different service targets based on customer sentiment.

Related Articles

1. Overview of AI Copilot Features in BoldDesk AI 2.0
2. How to Enable and Configure AI Copilot Features in BoldDesk