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How to track sentiment in the Inbox
How to track sentiment in the Inbox

React quickly to conversations requiring your attention using sentiment in the Inbox.

Updated over 3 weeks ago

Sentiment can be used to track the health of your brand's image. Within Agorapulse, sentiment is split into three different categories:

  • Positive

  • Neutral

  • Negative

Agorapulse automatically classifies conversations within the Inbox into one of these three categories. This can help your Community Managers and Moderators easily prioritize conversations that need immediate action or engage in positive discourse with advocates.
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In this article we will outline:

Please Note: Inbox sentiment is available depending on the subscription plan you have. If you would like to change your plan to access this feature, feel free to reach out to us here.

How to view sentiment in the Inbox

To view sentiment on Inbox items while in the Inbox:

  1. (Optional) Apply your chosen filters to the Inbox

  2. View the Positive, Neutral and Negative icon for each Inbox item
    ​This is visible on the bottom left of the item in the list of Inbox items
    or

  3. Click on an Inbox item

  4. View the Positive, Neutral and Negative icon in the conversation
    ​

Note: Sentiment analysis is not available for TikTok Inbox items due to restrictions from the network.


Why are some items classified as Undefined or Loading Sentiment?

Some items in the Inbox may not be assigned a sentiment. These results will show as Undefined. This can occur because:

  • The Inbox item is older than the sentiment feature

  • The Inbox item is in a non-supported language
    ​Supported languages include English, French, German, Spanish, Dutch and Arabic

  • The message is too short to be classified

  • Sentiment has not yet been applied due to high Inbox volumes
    ​You should account 5-20 minutes for items to be classified

How to change sentiment assigned to Inbox items

If the assigned sentiment does not apply to the Inbox item, it can be changed. To change the automatic sentiment classification while in the Inbox:

  1. Click the assigned sentiment on the Inbox item

  2. Choose Positive, Neutral or Negative
    ​The changes will apply immediately
    ​

How to filter by sentiment in the Inbox

Users on a Tailored plan can filter Inbox items by sentiment in order to quickly action and prioritize conversations. To filter Inbox items by sentiment:

  1. Click on the Filters icon in the Inbox

  2. Click on Add filters

  3. Select Sentiment from the drop-down

  4. Select Positive, Neutral or Negative in the filtering options
    ​You can choose any combination of the sentiment classifications

  5. View the filtered results in the list of Inbox items

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