Sentiment for Messages

You can use sentiment analysis in Sprout to evaluate and prioritize your incoming messages and reduce noise in the Smart Inbox and Reviews Feed.

Note: This feature is available on the Advanced Plan.

This article contains the following sections:

How does Sprout determine sentiment?

Sprout automatically assigns sentiment to messages in the Smart Inbox and Reviews. These messages are assigned a sentiment value through an internal Sprout service. Sentiment classification can help you easily determine which messages require a response.

Sometimes, you might see a sentiment of unclassified applied to your messages in the Smart Inbox or in Reviews. This typically occurs when Sprout doesn't support the language the message is in, or if the message only contains an image or link. 

How do I use sentiment in the Smart Inbox and Reviews Feed?

You can filter by sentiment and create custom views based on sentiment. To filter messages by sentiment:

  1. Open the Filters menu.
  2. Navigate to More Filters > Sentiment.
  3. Select All Sentiments, Positive, Neutral, Negative or Unclassified.

sentiment-filter-inbox.gif

To create a new custom Inbox or Reviews view based on sentiment, select the sentiment from the filter menu and click Save As.

sentiment-view.gif

FAQs

Can I create Automated Rules based on sentiment?

Yes, sentiment is one of the criteria in Automated Rules for All Received, Inbox Messages and Reviews. Read this article to learn how to create Automated Rules.

Can I change a message’s sentiment in the Inbox or Reviews Feed?

Yes, you can change the sentiment value for a message in the Smart Inbox or Reviews Feed. To change sentiment:

  1. Select the message you’d like to classify.
  2. Click the sentiment icon.
  3. Select Positive, Neutral, Negative or Unclassified.

sentiment-token.png

To reclassify all your messages, click the checkbox at the top of the window and click the sentiment icon.

Note: You can't reclassify multiple messages while in Conversation View.

reclassify-bulk.gif

Was this article helpful?

Still can't find what you're looking for?

Powered by Zendesk