Sentiment Routing

In this guide, you’ll learn how to make use of Inbox Sentiment Routing.

Sentiment Routing is an Inbox feature that allows you to create queues and automatically prioritize tickets based on the Sentiment Analysis of a message. You can even make specific tickets go to agents with particular skills, for example, senior agents can probably deal with tickets in which the sentiment analysis is negative (angry customers) better than agents with less experience.

Head to the Routing page from the sub-navigation and click Add path This will take you to the following modal:

  • Keep in mind that only managers can set up Sentiment Routing. Go to, tap Settings on the side navigation, select Routing from the sub-navigation and click Add path. This will take you to the following modal:

  • Select Sentiment from the Responsibility drop-down menu, set Equals as the Condition, and choose the type of Sentiment you’re interested in from the Expertise drop-down menu, in our example, it will be Negative.

  • Ready? Awesome! To route these tickets into a specific queue, tap + Add another step under Routing Step, This will take you to the following modal:

  • Select the queue, in our example, Negative Queue and set the time limit in seconds you wish to apply for these tickets, such as 3000 seconds (50 min). Don’t know how to create queues and set agent types? Check out our Help Center step-by-step guide.

  • You can add as many steps as you want. For example, for positive tickets and natural tickets. Once you’re finished, name your routing path by clicking on the pencil next to New and hit Save. We’ll name ours Sentiment Routing.

  • Your new path will automatically appear in your Routing Paths Overview. And that’s it! Now you know how to set use Inbox Sentiment Routing.

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