Configure Automatic Escalations and Recap Templates for Sentiment Analysis

Updated by Bryan Chapman

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

1. Create a Sentiment Analysis Recap Template

Start by building a Sentiment Analysis recap rule—this gives your team context and visibility when negative tone is detected.

  1. Go to Thread Admin Panel → AI Automations → Recap
  2. Click “New Template” to create a fresh recap template
  3. Enter a template name (e.g., Sentiment Analysis) then hit “Add”
  4. Copy and paste the Sentiment Analysis Recap Template (provided below)
💡 Need more examples? Explore additional recap templates here.
  1. Customize your recap to include optional insights:
    • Tone graph
    • Flagged sentiment spikes
    • Coaching tips for service quality
  2. Example Sentiment Analysis recap template:
Review the support conversation and summarize key sentiment signals, tone shifts, and any coaching takeaways that could improve technician performance or client experience.

1. Overall Sentiment:
[Positive / Neutral / Negative]
(Base this on tone, language, punctuation, and pace of the conversation.)

2. Key Indicators:
Tone Cues: (e.g., polite, frustrated, enthusiastic, passive-aggressive)

Language / Keywords: (e.g., "thank you", "this is ridiculous", "still not fixed", "appreciate your help")

Phrasing Patterns: (e.g., repeated questions, abrupt sentences, use of CAPS or exclamation marks)

Pacing & Response Gaps: (e.g., delayed replies, abrupt drop-off, rapid-fire messages)

3. Sentiment Trajectory:
Did the client’s emotional tone improve, decline, or fluctuate during the interaction?

➕ Improved – Situation de-escalated, tone warmed

➖ Worsened – Client grew more frustrated or confused

➖➕ Mixed – Tone fluctuated or settled unresolved

🟰 Flat – Consistent tone throughout
Include one line explaining the shift, if any.

4. Suggested Follow-Up Action:
If Negative:

Send a personalized acknowledgment from a human agent

Offer a call or direct touchpoint to rebuild rapport

Flag to Customer Success or Account Manager if client is high-value or if SLA concern was involved

If Neutral:

Reinforce resolution with a short recap and a friendly close

Consider a CSAT request if issue was resolved

If Positive:

Tag for CSAT/NPS outreach

Consider a lightweight kudos note to the agent or internal share

5. Opportunity Flag (Process Improvement):
Was there a breakdown or inefficiency in the process worth flagging?

Flag Potential Process Issue:
(e.g., repeated misunderstanding of escalation process, client confused by triage handoff, overly long wait before action)

Workflow Delay or Inefficiency Noted?
(e.g., back-and-forths on basic info, missed opportunity to use automation or clarify early)

6. Coaching Tip (Optional – Internal Only)
“Agent maintained professionalism but could increase empathy by acknowledging client stress upfront.”

“Next time, ask one fewer question and offer immediate reassurance to keep tone warm.”

“Good escalation timing, but missed opportunity to validate client frustration before handing off.”

2. Escalate Poor Sentiment Instantly

Once your Sentiment Analysis recap template is configured, set up a Flow to alert your team when poor sentiment is detected—bringing in the right people at the right time.

Step 1: Apply Filters

Use filters to trigger this automation only when sentiment drops below a healthy threshold.

  1. Go to the Thread Admin Panel → Flows → Create Flow
  2. Enter a flow name (e.g., Poor Sentiment) then hit “Create Flow”
  3. Under "Apply filters", set the following condition:
    • Where → Thread sentiment
    • Condition → < (less than)
    • Value → 31
    • (This flags tickets with strongly negative sentiment)

Step 2: Add Action

Once the sentiment condition is met, trigger the recap generation.

  1. Scroll to the "Action" section in the flow.
  2. Click on the "Actions" tab.
  3. Select Magic → Generate Recap Template
  4. In the list, choose your recap template name you created earlier (e.g., "Sentiment Analysis").

This will generate a Sentiment Analysis recap and automatically attach it to the ticket for internal visibility and coaching whenever a thread's sentiment falls below 31%.

3. Triage Threads by Sentiment

Use sentiment as a triage signal to help your team prioritize the right conversations faster.

  1. In Thread Inbox, use Views to filter by Thread sentiment.
  2. For example, create a view for:
  • Threads with sentiment below 31% (high risk)
  • Threads with sentiment above 79% (high satisfaction)
  1. 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
  1. If you have yet to set up your companion app, please refer to these guides:

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