Sentiment & Tone Analyzer

The Sentiment and Tone Analyzer detects the emotional tone and urgency of ticket communications, helping identify frustrated customers or escalation-worthy situations.

What It Does

The processor automatically evaluates ticket content (including recent messages and notes) to determine:

• Sentiment -- Positive, neutral, or negative.
• Frustration and urgency levels -- How frustrated and time-sensitive the customer appears.
• Escalation recommendation -- Whether the tone suggests the ticket should be escalated.

The processor tracks sentiment changes over time. If a customer's tone shifts from neutral to frustrated across messages, it flags the change.

When to Use It

This processor is enabled by default. It is valuable for identifying tickets that need immediate attention and monitoring customer satisfaction trends.

Details

• Runs on: New and updated signals
• Default State: Enabled