# Sentiment analysis for Inbox

Use sentiment analysis to detect your customer’s mood from their initial message, and display this information on the ticket in the form of an emoji.

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-3864895a24fc5b975b2c706630a0dc9f61ca983b%2FSentiment_Analysis___Language_recognition.png?alt=media" alt=""><figcaption></figcaption></figure>

These are the possible sentiments we can recognize and their correlating emoji:

* Positive: a smiling emoji
* Neutral: no emoji
* Negative: an upset emoji

Follow these steps to turn sentiment analysis on:

1. Go to the [automations page](https://inbox.messagebird.com/manager/automations) in your Inbox settings
2. Under **Sentiment analysis**, toggle the button to **Active**
3. That’s it! Now, tickets waiting in the queue will display your customer’s mood

To route tickets to specific agents based on the customer’s mood, visit the [Basic Routing](https://inbox.messagebird.com/manager/basic-routing) page, and [set up queues](https://inbox.messagebird.com/manager/basic-routing/routing-how-to) for each sentiment.