BoldDesk’s AI Sentiment Analysis scores and labels customer messages in real time. It gives support teams instant insight into customer feelings, labeling conversations as positive, neutral, or negative. This helps agents respond empathetically and effectively. Historical sentiment trends help managers identify at-risk customers, prioritize tickets, monitor agents, prevent escalations, and reduce churn.

Benefits of Sentiment Analysis in BoldDesk

• Faster handling of unhappy customers using instant detection of negative sentiment.
• Proactive churn prevention by identifying at‑risk customers early.
• Better ticket prioritization using sentiment scores to escalate urgent interactions.
• Improved workflow automation with sentiment‑based triggers and rule conditions.
• Enhanced agent and manager visibility through UI indicators and reporting dashboards.
• Higher customer satisfaction as agents adjust responses based on emotional cues.
• Continuous monitoring of conversations to track changes in customer tone.

How to Enable Sentiment Analysis

To be able to use AI-powered sentiment analysis in BoldDesk, you must enable AI Copilot features. Explore How to Enable AI Copilot Features in BoldDesk.
Follow the steps below to enable sentiment analysis.

1. Go to AI Center → AI Copilot.
2. Enable AI Copilot (if not already enabled).
3. Under Customer Support Assistance, select Sentiment Analysis.
   
   
   
   
   
4. (Optional) Adjust sentiment score ranges (0–100) for:
   • Positive
   • Neutral
   • Negative
5. Click Update to save or Reset to Default to restore default values.
   
   
   
   
   

Sentiment Analysis in Tickets

In tickets, you are able to track the sentiment analysis.

Filtering Tickets by Sentiment

BoldDesk supports sentiment‑based filtering in:

Basic Filters

Advanced Filters

Sorting Tickets by Sentiment

Tickets can be sorted based on their sentiment value in:

• Card View

• Grid View

• Detail View

  
  
  

Sorting helps identify at‑risk or unhappy customers at a glance.

Viewing Sentiment in Ticket Listing Page

Grid View

• Add the Sentiment column in the grid layout.

• The column displays each ticket’s overall sentiment classification.

  
  
  

Card View

• A sentiment icon appears on each ticket card.

• The UI also displays the AI confidence percentage for sentiment accuracy.

  
  
  

Exporting Tickets With Sentiment

• When exporting tickets, include the Sentiment field.

• This allows external reporting on customer emotion trends.

  
  
  

Sentiment Analysis in Ticket Details

The right‑side details panel shows:

• Overall ticket sentiment (based on all requester messages).

• Customer language detection.

• Message‑level sentiment for each requester reply in the conversation thread.
  

  
  
  

Mobile App Behavior

• Sentiment is shown in the Requester Message View and Requester Details Page.
• It is not shown in the ticket listing page.

Sentiment Analysis in Automation

The condition field Sentiment is provided in Event triggers (Create and Update trigger) and SLA.
For Create Ticket Trigger and Update Ticket Trigger, you have the option to set a condition using the Sentiment field. You can use the various operators provided on the sentiment to set your condition value.

Sentiment Analysis in Workflow

Once sentiment analysis is enabled:

• New incoming messages are analyzed automatically.
• The sentiment score updates continuously.
• Workflow rules can react to sentiment changes.
• Escalations or automations execute when sentiment meets rule conditions.

Common workflow examples:

• Auto‑assign negative sentiment tickets to senior agents.
• Escalate if sentiment becomes negative twice in a row.
• Trigger proactive check‑ins for neutral but long‑running tickets.
  
  
  
  
  

FAQs

1. What is Sentiment Analysis in BoldDesk?
Sentiment Analysis is an AI‑powered feature that evaluates the emotional tone of customer messages. It classifies each message or ticket as Positive, Neutral, or Negative and provides an AI confidence percentage.

2. Do I need AI Copilot enabled to use Sentiment Analysis?
Yes. AI Copilot must be enabled before Sentiment Analysis features become available. Sentiment settings, filters, and automations will not appear without AI Copilot access.

3. How accurate is the sentiment classification?
BoldDesk displays an AI confidence percentage alongside each sentiment label. This helps agents understand how certain the AI model is about its interpretation.

4. Can agents see the exact sentiment score?
No. Agents see only the sentiment label (Positive, Neutral, Negative) and the AI confidence value. The numeric sentiment score is not shown.

5. Where is sentiment shown inside a ticket?
Sentiment is visible in multiple areas:

• Ticket Details Page (overall sentiment + message‑level sentiment)
• Card View (sentiment icon + confidence percentage)
• Grid View (sentiment column)
• Requester message thread (per‑message sentiment)

6. Can I adjust how sentiment scores are categorized?
Yes. Administrators can customize the score ranges (0–100) for:

• Positive
• Neutral
• Negative

Default values can be restored using Reset to Default.

7. Can sentiment be used in automations and workflows?
Yes. Sentiment can be used as a condition in:

• Create Ticket Triggers
• Update Ticket Triggers
• SLA policies
• Workflow automations

This enables routing, escalation, and proactive support based on customer mood.

8. Why don’t I see sentiment in the ticket listing page on mobile?
The BoldDesk mobile app shows sentiment inside the requester details and message views, but not in the ticket list. This is expected behavior.

9. Do all agents receive access to sentiment insights by default?
No. Agents must have AI Copilot permissions enabled. Only authorized users can view sentiment in:

• Ticket list
• Ticket details
• Filtering and sorting
• Ticket export

10. Does BoldDesk support exporting ticket sentiment data?
Yes. When exporting tickets, you can include the Sentiment field to analyze trends outside BoldDesk.

11. How often is sentiment recalculated?
Sentiment updates every time a new customer message arrives in a ticket.
This ensures the overall sentiment remains accurate as conversations evolve.