Sentiment analysis in Tribe allows you to understand how your customers feel and act on these insights. Each organisation can use this feature differently, depending on specific business needs. By applying sentiment analysis in views, widgets, and automations, you can monitor customer sentiment, respond quickly to changes, and improve overall engagement. This guide explains how to use sentiment analysis in your Tribe environment.
Table of Contents
What Does Sentiment Analysis Do?
Displaying Customer Sentiment In A View
Displaying Customer Sentiment In A Widget
Using Customer Sentiment In Automations
Quick Summary
What Does Sentiment Analysis Do?
Tribe captures the overall sentiment of a customer and stores it in the Incoming Sentiment Category for Relation entity. This sentiment can be displayed in views, used to segment widgets, and trigger automations, allowing you to monitor and act on customer mood changes.
Displaying Customer Sentiment In A View
You can show customer sentiment as a column in a view:
Navigate to Configuration > Relations > Customer.
Open the Views tab.
Create a view as usual.
Click the + button to add a new column.
Open the Customer Links tab.
Select the entity Incoming Sentiment Category for Relation from the left-hand column.
Select the field Code.
The column is now added to the view.
Optionally, add a filter, for example: “All customers where sentiment category code is defined.”
Displaying Customer Sentiment In A Widget
You can use sentiment to segment data in a widget:
Navigate to Configuration > Relations > Customer.
Open the Widgets tab.
Create a widget as usual.
Add a segment.
Open the Customer Links tab.
Select the entity Incoming Sentiment Category for Relation.
The segment is now added to the widget.
Optionally, add a filter to refine the data further.
Using Customer Sentiment In Automations
Sentiment analysis can trigger actions when customer sentiment changes, such as sending notifications when a sentiment changes from positive to negative.
Navigate to Configuration > Relations > Customer.
Open the Automations tab.
Click + Automation.
Enter a name and click Save and Open.
Select Trigger: After field change in Customer.
Select the field Incoming Sentiment Category.
Click Add Filter.
Add conditions to trigger the automation when sentiment changes from positive to negative. Click the pen icon to define comparisons.
Click + Action.
Select Create Record.
Choose Notification from the options.
Fill in the notification fields:
Recipient: Select a field from Customer, then choose Account Manager
Entity: Select Customer
Content: Enter a message and optionally insert merge fields, e.g., customer name using the + icon
Optionally, add further actions, such as sending an email to the account manager or team lead.
Note: Sentiment analysis is primarily based on incoming emails and displayed in the interface, for example in the timeline. Tribe also analyses outgoing emails, visible in the Outgoing Sentiment Category entity. While this sentiment is not displayed in the interface, it can be used in views, widgets, and automations, allowing your organisation to analyse email tone or train staff in communication style.
Quick Summary
Sentiment analysis in Tribe captures customer sentiment and stores it in the Incoming Sentiment Category for Relation entity. You can use this data in views, widgets, and automations to monitor customer mood and trigger actions. This allows your organisation to respond quickly to sentiment changes and improve customer engagement.