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AI Assistant
Sentiment Analysis
Automatically detect the emotional tone of incoming messages and filter by sentiment in Inbox.
Sentiment Analysis
Winora's AI triage engine analyses each incoming message and assigns one of four sentiment labels: Positive, Neutral, Negative, or Mixed.
Where sentiment appears
- An emoji badge (😊 / 😐 / 😠 / 🤔) shows on each conversation row in the Inbox list.
- Filter conversations by sentiment using the Sentiment dropdown in the Inbox filter bar.
How it works
Sentiment is detected during AI triage when a new conversation is created. The AI prompt analyses the first message and labels the conversation accordingly.
Enabling AI triage
Go to Settings → Workspace → AI Features and ensure AI Triage is enabled. Sentiment analysis runs as part of the same step — no separate toggle is needed.
Use cases
- Prioritise Negative conversations for faster response.
- Monitor sentiment trends over time in the AI Insights dashboard.
- Trigger automations when sentiment is negative (e.g. auto-assign to a senior agent).