Flows and Views for Sentiment
Once Sentiment is enabled, you can automate how your team responds to emotional signals—surfacing tense moments early, recognizing positive interactions, and keeping conversations moving in the right direction.
Why It Matters
Magic Sentiment doesn’t just detect how customers feel—it helps you act on it. With automatic escalations and recap templates, you can:
- Spot frustration before it turns into follow-up loops
- Route emotionally charged threads to the right people
- Highlight standout service moments worth celebrating
- Coach your team with real, contextual feedback
Sentiment Flow
Whether you want to catch upset customers or celebrate happy ones, here's how we can configure a flow around Sentiment.
Step 1: Apply Filters
- Go to the Thread Admin Panel → Flows → Create Flow
- Enter a flow name then hit “Create Flow”
- Under "Apply filters", set the following condition:
- Where →
Thread sentiment - Condition → Less than
<or Greater than> - Value → Use a low number to catch negative sentiment, and high for positive
- Where →
Step 2: Add Action
Once the sentiment condition is met, trigger the recap generation.
- Scroll to the "Action" section in the flow.
- Click on the "Actions" tab.
- From here, you can generate a recap, send to a Teams/Slack channel, or re-assign to another technician. Based on your filters above, we can make sure that action is taken on these situations.
3. Triage Threads by Sentiment
Use sentiment as a triage signal to help your team prioritize the right conversations faster.
- In Thread Inbox, use Views to filter by
Thread sentiment. - For example, create a view for:
- Threads with sentiment below 31% (high risk)
- Threads with sentiment above 79% (high satisfaction)
- Alternatively, you can connect the Slack or Teams app directly from within the flow you created above—allowing alerts to trigger automatically when sentiment rules are met.
- Route poor or excellent sentiment threads directly to specific channels
- Ensure key team members are alerted when tone shifts dramatically
- If you have yet to set up your companion app, please refer to these guides:
