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.

Prerequisites

Sentiment Analysis is an AI Copilot capability. If AI Copilot is not enabled, sentiment settings and sentiment-related UI elements are not available. Explore How to Enable AI Copilot Features in BoldDesk.

How to Enable Sentiment Analysis

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. Once you have enabled sentiment analysis, click on update to save the changes.

Managing Sentiment Analysis

Through the manage icon, you have the following controls:

• Brand-based restriction
• Source-based restriction
• Reply inclusion control
• Set sentiment score range

These enhancements allow sentiment analysis to run only under specific conditions, improving relevance and reducing unnecessary processing. To manage sentiment analysis, click on the manage icon to be able to customize the above controls.

1. Brand-Based Restriction

Brand-based restriction controls where sentiment rules apply by filtering based on selected brands. If no brand is selected, the sentiment applies universally across all brands; if specific brands are chosen, it is limited only to those selections, ensuring targeted application. Any invalid or unsupported brand entries are automatically rejected during configuration to maintain accuracy and consistency.

2. Source-Based Restriction

Source-based restriction determines the channels where sentiment rules are applied by filtering based on selected sources. When no source is specified, the sentiment applies across all available channels; when specific sources are selected, it is restricted to those channels only. All selected sources are validated against supported channels to ensure proper configuration and reliable operation.

3. Reply Inclusion Control: “Calculate Sentiment on Customer Replies”

Controls whether sentiment recalculates only at ticket creation or also on later customer replies.

• Disabled: Disabling this option will calculate sentiment only for the first ticket message of the customer.*
• Enabled: sentiment runs at ticket creation and whenever the requester adds a reply to the ticket
  
  
  
  
  

4. Set Sentiment Score Range

The sentiment score range configuration allows you to define how scores (0–100) are categorized into negative, neutral, and positive sentiments. The ranges are adjusted using sliders. The configured thresholds control label assignment.

Sentiment Configuration Behavior

The sentiment configuration behaves differently depending on whether Brand and Source are defined:

Reset to Default Behavior

The Reset to Default option restores only the sentiment score ranges to their original default values, while keeping all other configurations unchanged.

What is retained

The following settings remain unaffected:

• Brand selection
• Source selection
• Reply inclusion settings

This ensures that your customized setup is preserved, with only the sentiment scoring ranges reverting to their default values.

Sentiment Analysis in Tickets

BoldDesk enables you to track sentiment analysis within tickets. This allows support teams to prioritize responses, improve service quality, and gain deeper insights into customer experience.

Filtering Tickets by Sentiment

You can filter and organize tickets based on sentiment to quickly identify and address critical conversations. BoldDesk supports sentiment-based filtering in the following areas:

Basic Filters

Use Basic Filters to quickly view tickets by sentiment type (e.g., Positive, Neutral, or Negative), helping agents focus on tickets that require immediate attention.

Advanced Filters

Use Advanced Filters for precise and customizable sentiment-based ticket filtering. This enables you to combine sentiment with other ticket attributes for deeper insights and more effective prioritization. Advanced Filters are ideal for teams that require granular control, allowing them to analyze trends and focus on specific groups of tickets.

Sorting Tickets by Sentiment

You can sort tickets based on their sentiment value to quickly identify and prioritize customer interactions. Sorting by sentiment is available in the following views:

• Card View
• Grid View
• Detail View

This helps teams easily surface negative or high-impact conversations and take timely action.

Viewing Sentiment in Ticket Listing Page

BoldDesk allows you to view sentiment analysis directly within the ticket listing page, making it easier to assess customer tone and prioritize responses.

Grid View

• Add the Sentiment column in the grid layout.

• The column displays each ticket’s overall sentiment classification (Positive, Neutral, or Negative).
  

  
  
  

Card View

• A sentiment icon appears on each ticket card.

• The UI also displays the AI confidence percentage, providing insight into the accuracy of the sentiment classification.
  

  
  
  

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 Ticket Details view provides deeper insight into customer sentiment through the right‑side panel.
It displays:

Overall Ticket Sentiment

Represents the sentiment of recent/last requester message.

Customer Language Detection

Identifies the language used by the customer to help agents respond appropriately.

Message‑level Sentiment

Shows sentiment for each individual requester reply in the conversation thread, enabling more precise analysis of customer tone over time.

Mobile App Behavior

• Sentiment information is available in the Requester Message View and the Requester Details Page, allowing agents to understand customer tone within individual interactions.
• Sentiment is not displayed in the ticket listing page on the mobile app.

Sentiment Analysis in Automation

The Sentiment field is available as a condition in automation features such as Event Triggers (Create and Update triggers) and SLA policies. This allows you to build workflows based on customer sentiment.

Event Triggers

For Create Ticket and Update Ticket triggers, you can:

• Select Sentiment as a condition field

• Apply the available operators to define condition values

• Trigger actions based on sentiment (for example, escalate negative sentiment tickets by setting assignee to a group or particular agent)
  

  
  
  

SLA Configuration

During SLA setup, you can also use Sentiment as a condition:

• Apply sentiment-based criteria to SLA policies

• Adjust SLA rules based on customer tone (e.g., stricter SLAs for negative sentiment)
  

  
  
  

Troubleshooting

Sentiment is not appearing in tickets

• Confirm AI Copilot is enabled in AI → AI Copilot.
• Confirm Sentiment Analysis is selected under Customer Support Assistance and Update was clicked.
• Confirm the agent has AI Copilot access permissions.

Sentiment is not updating after customer replies

• In Manage, enable Update sentiment on last customer comment.
• Verify the reply is a requester reply (sentiment is described as requester-message based).

Sentiment does not run for a subset of tickets

• Check Brand-based restriction and Source-based restriction in Manage.
• If Brand or Source restrictions are set, sentiment runs only when those values match.

Reset to Default option is missing

Reset to Default appears only after modifying the Sentiment score range sliders in Manage.

Frequently Asked Questions

1. What does BoldDesk Sentiment Analysis classify?
   BoldDesk Sentiment Analysis classifies sentiment as Positive, Neutral, or Negative, and shows an AI confidence percentage.

2. Is AI Copilot required for Sentiment Analysis?
   Yes. Sentiment Analysis is available only when AI Copilot is enabled.

3. Can agents see the numeric sentiment score (0–100)?
   No. Agents see only the sentiment label and AI confidence. The score range is used for configuration.

4. When does sentiment analysis run?
   Sentiment analysis runs only when configured conditions match (Brand/Source restrictions, plus reply inclusion behavior). If any required condition does not match, the analysis is skipped.

5. How do I make sentiment update on new customer replies?
   Enable Calculate Sentiment on Customer Replies in the Manage settings.

6. What does Reset to Default change?
   Reset to Default restores only the sentiment score range values. Brand, Source, and reply inclusion settings remain unchanged.

7. Where can I filter or sort tickets by sentiment?
   You can filter by sentiment in Basic Filters and Advanced Filters, and sort by sentiment in Card View, Grid View, and Detail View.

8. Why is sentiment not shown in the mobile ticket list?
   The mobile app shows sentiment in Requester Message View and Requester Details Page, but not in the ticket listing page.

Related Article

1. AI Copilot Features and How it Works in BoldDesk
2. How to Enable AI Copilot Features in BoldDesk