Sentiment and feedback

The Sentiment tab groups classified sessions as positive, neutral, or negative. From this tab, you can open Activity filtered to one group. Sentiment classification of a session runs asynchronously. It is a trend signal, not real-time human judgment. Sessions without a stored classification do not count in 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 does not mean that every visitor was satisfied. A low total needs careful interpretation.

Use both signals together. A rise in negative sentiment can point to a broad problem with the experience. Explicit negative feedback can identify one answer worth reading. Click through to Activity, and inspect representative conversations. Before you change the product or the prompt, compare the questions, retrieval confidence, and channels. Do not use either classification as the only basis for a decision about an account or support case.