Use sentiment analysis to detect your customer’s mood from their initial message, and display this information on the ticket in the form of an emoji.

These are the possible sentiments we can recognize and their correlating emoji:

• Positive: a smiling emoji

• Neutral: no emoji

• Negative: an upset emoji

Follow these steps to turn sentiment analysis on:

1. Go to the automations page in your Inbox settings

2. Under Sentiment analysis, toggle the button to Active

3. That’s it! Now, tickets waiting in the queue will display your customer’s mood

To route tickets to specific agents based on the customer’s mood, visit the Basic Routing page, and set up queues for each sentiment.