> For the complete documentation index, see [llms.txt](https://docs.bird.com/connectivity-platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bird.com/connectivity-platform/set-up-inboxs-built-in-automations/sentiment-analysis-for-inbox.md).

# 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="/files/KuXgrk67bpsMlTlbC6GU" 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.


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