Sentiment and feedback

The Sentiment tab groups classified sessions as positive, neutral, or negative and lets you open Activity filtered to a selected group. Sentiment is an asynchronous classification of the conversation session, so it is a useful trend signal rather than real-time human judgment. Sessions without a stored classification do not contribute to the distribution.

Feedback is different. The Overview card counts explicit positive and negative feedback attached to messages. Its percentage is positive feedback divided by all positive and negative feedback; messages without feedback are not part of that calculation. A high percentage therefore does not mean every visitor was satisfied, and a low total should be treated cautiously.

Use both signals together. A rise in negative sentiment may point to a broad experience problem, while explicit negative feedback can identify a particular answer worth reading. Click through to Activity, inspect representative conversations, and compare the questions, retrieval confidence, and channels before making a product or prompt change. Do not use either classification as the sole basis for an account or support decision.